We received absolutely unacceptable customer service from the manager, JJ.
Check-in, cleanliness, breakfast, etc., were all good.
But on the 2nd day of our stay we came back to a huge flood in our bathroom from a leak upstairs. Many of our personal belongings were ruined. We were given a new room, but the transfer took precious time.
Then the new room’s AC went out during the night.
Upon check-out we asked for a partial refund & the front desk attendant contacted his manager to authorize it. The manager, JJ, told him that he would not authorize a refund, since the flood & AC issues were out of their control and they “did us a favor” & “already helped us out” by giving us a new room. What?! Our room was unlivable. I asked to speak to JJ & was told he would call me the next day. It’s now been 4 days & I’ve heard nothing, even after calling more than once & being told JJ would call me back. At this point he could refund my entire stay & I would still find his customer service skills greatly lacking.
Without the flood or AC problem our stay would have been lovely, but those issues exposed a greater issue: a manager who doesn’t care enough about his guests (or his own honor) to simply talk to them.
I must note that Lua, one of the front desk attendants I have spoken to this week, was incredibly kind & helpful, & JJ is lucky to have such a great staff member working for him. Maybe she should get his job, especially if the owner wants to still have a “Comfort” Inn.