I recently booked a 3-night stay at this property for my girlfriend, who was traveling to Stow, OH for a close friend's baby shower. We are Choice Privileges Gold members and usually love staying in Comfort Suites. However, when my girlfriend first entered the room, it was in less than satisfactory condition and, some cosmetic issues aside, here's what she found: First, the door frame must not have been well-secured to the wall; when the door closed, the entire frame moved. Second, every time the bathroom lighting was turned on, the lights flashed multiple times before staying lit. Though a common occurrence in an aging hotel, if someone with epilepsy was assigned to that room, the lighting could've triggered a medical episode. Third, also in the bathroom upon her arrival, there were used and empty shower amenity (soap) packaging left on the counter alongside fresh products. To us, this is unsanitary, unsightly, and also a sign of lazy and inattentive housekeeping. Fourth, the TV wouldn't function (despite trying to change the source inputs--it didn't help). However, our biggest complaint is that, 1 day into the stay we received word that an unexpected, unanticipated medical emergency had occurred in our immediate family and my girlfriend needed to cut her trip to Ohio short to come back home. She spoke to the front desk associate, explained the situation, and he did nothing for her, stating he would need to talk to management. Obviously, she had to leave quickly and couldn't wait and sort things out further, so she called to inform me and I called the hotel myself. The same associate stated he couldn't reach his manager, but for us to call back this morning and speak with her--and *maybe* we could get a refund of one night back. The next morning, my girlfriend spoke with a manager (she did not catch her name), explained the situation, and the manager stated that, because of the rate we'd booked, we were ineligible to get a refund because we would've had to cancel the reservation at least 24 hours in advance. Our question is...HOW COULD WE KNOW AN UNEXPECTED MEDICAL EMERGENCY WAS GOING TO OCCUR?! That's the entire point of: ”UNEXPECTED” and ”EMERGENCY”!! Furthermore, we weren't asking for a FULL refund for all 3 nights--just a refund for the 1 night (tonight) she certainly could no longer use due to leaving 1.5 days into the 3 day original stay. Utterly insane and ridiculous--because YOU CAN RESELL this room for tonight once it's cleaned, yet you cannot refund some of our hard-earned money back to us?! For a hotel that, directly on its website, states it has a ”caring staff”, that must only be during normal situations. They clearly do not plan for, and cannot accommodate, situations outside of the norm, nor actually care about their guests when real life happens and plans change. I can 1000% promise you my girlfriend and I will NEVER return to this property--and also hope future guests staying here don't experience unexpected changes to their
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