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“Smelly rooms, poorly maintained and managed”
Review of Comfort Suites

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Comfort Suites
Ranked #12 of 21 Hotels in Hagerstown
Sedona, AZ
Level Contributor
28 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
“Smelly rooms, poorly maintained and managed”
Reviewed 28 August 2008

“All-nonsmoking hotel” the ad said. “Comfort,” the name implied. We pulled in at about 10:30 p.m. after a long day on the road expecting a better-than-average night’s rest. In fact, as if in an episode of The Twilight Zone, we were about to embark on a journey through bizarre rooms with unusual odors, poor maintenance, and defensive, disinterested management.

The first clerk assigned us to Room 305. When we opened the door we were assaulted by a nasty, pungent smell. Ms. Maven went downstairs to speak to the clerk while Mr. Maven guarded the luggage. The shift had changed and the new clerk wondered aloud why we had been put on the “problem floor,” which is where the smokers used to be. That explained the odor. And there was another odd thing about the room, which was hardly “comfort”-able. You need to understand that the room was subdivided into two sections by a short wall. The bigger section was near the window, which is where the king bed would normally go, and the smaller section was toward the hallway, and would normally hold the sofa and coffee table. But in this room the bed was located in the smaller part. It was crammed in there, with a wall touching the bed on each side and obviously no room for a night stand and no light above the bed. Meanwhile, in the larger section of the room, a small sofa sat with night stands located a good two feet away on either side. We couldn’t quite figure out why the furniture had been arranged this way, although covering up a big stain or hole in the carpet is a pretty good bet.

We were moved downstairs, and we mean really downstairs, to Room 135. We took the elevator down to ‘1," luggage in tow, and searched for awhile but 135 was nowhere in sight. Then we went to the desk and the clerk explained – it would have been nice had she told us in the beginning – that 135 was not on the first floor (insert Twilight Zone theme here). It was on the basement floor. The hotel is on a sloped lot, and there are some rooms on the north side of the ground level. When we finally found 135 and opened the door we noticed an earthy odor but we were exhausted. Nothing sounded better than eating our take-out Chinese food and going to sleep. We settled back on the sofa and reached for the TV remote. It didn’t work. So Mr. Maven picked up the phone on the desk and tried to call the clerk. The phone was dead. (Paging Mr. Serling.) This meant Ms. Maven had to schlep upstairs to speak to the clerk in person, who confided that she had been “pestering” the housekeepers to check the batteries in the remotes. It took more than an hour for the clerk to find a replacement.

Meanwhile, we were getting to know the room. On the plus side, the TV got a large number of channels and the mattress was comfortable. But there were even more examples, besides the dead phone and nonworking remote, of poor maintenance. We’ve included a photo of the severely cracked lampshade, which was located next to the air conditioner and which whirled around when the air was on. Another photo shows the handle on the dresser, which was falling off. The dimly-lit bathroom had an old, loud exhaust fan and a plastic sign (see photo) warning that we would be charged if any of the amenities were stolen. An exercise in sarcasm, the sign is not designed to make guests feel “comfort”-able. But, as we were to learn the next day, it perfectly sums up the management’s attitude, which is that people are always trying to rip them off.

I suppose at this point we should mention Comfort’s evidently useless 100% satisfaction guarantee (see photo of card from our room), which clearly states that if you are not satisfied your money ($72.99 in our case, thanks to a coupon) will be refunded.

We had a horrible night’s sleep. The “earthy” odor was located somewhere along the edge of the room next to the outer wall, right by the bed. It did not emanate from the air conditioner. More likely, there had been some sort of water damage in the past, either at the wall or underneath or both, and a form of mold had taken root. Unfortunately, the windows did not open to allow some fresh air inside. We awoke in the morning with raging headaches, which began to lessen almost immediately when we were out of the room.

We checked out early and asked to speak to the manager. The sales manager fielded our complaint as the clerk who had checked us in the previous night scurried away like a rat deserting a sinking ship. We explained the entire story of our stay just as we have explained it here. The sales manager was argumentative and not especially sympathetic and said that the hotel has a problem with people trying to “take advantage of” Comfort’s satisfaction guarantee. But she did remove $25 from the bill, and at our request also removed a $1 safe charge, which we had not anticipated and which we did not feel it was fair to ask us to pay. We told her that, quite frankly, since were had been put in two rooms, each with an odor problem, and awoke with headaches and had not had anything approaching a “comfort”-able night’s rest, we felt that the honorable thing for the hotel to do was to refund our entire payment. She said she could not refund any more money without inspecting the room, which she would do later.

After a few hours she called us on our cell phone to state that “there is no odor problem in the room.” She claimed she had taken the AC apart looking for it, even though we had said the AC did not appear to be the problem. We were not surprised by her decision, given the overall impression we had gotten of how the place is run. Their bottom line is to take your money while providing substandard accommodations. (Oh yes, they’ll tell you “we’re renovating,” as if this is supposed to make you feel better after having spent The Night From Hell.)

In closing, we urge you to note the Tripadvisor review of Nov. 2, 2006, which states “the room smelled of mold, especially the carpets near the bed where it was very strong.” We are not the first persons to encounter that problem here, despite the sales manager’s attempt to make it sound like it was all in our heads. For those sensitive to mold and to old, ingrained cigarette smoke, and for those who expect management to run a hotel with competence and caring, our suggestion is to stay far, far away from this place. Fortunately, we were able to depart safely. Had this been an episode of The Twilight Zone, we would have been stuck there for eternity, being moved every night from crappy room to crappy room, probably at the behest of some sadistic alien for whom operating a hotel is merely a game in which the patience and endurance of the guests is constantly tested.

  • Liked — TV got full local cable
  • Disliked — Smelly rooms, poor maintenance, poor management
  • Stayed August 2008, travelled on business
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank The-Motel-Mavens
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
comfortsuiteshagerst, Webmaster at Comfort Suites, responded to this review, 21 December 2011
Dear Guest,

Thank you for choosing Comfort Suites for your recent stay in our area. I am glad you enjoyed the full local cable on the TV.

Thank you for giving us a review, it is very much appreciated. Upon receipt of your review, the following steps were taken:

• Housekeeping received additional training in the level of cleanliness required of them as our employees.

• Registration staff was approached about being sure that our valued guests were properly directed to the location of their rooms.

• Management received additional training in the courteous manner in which our valued guests are to be treated.

• Maintenance was informed of the problem you experienced with not being able to open the windows of the room assigned to you and instructed to see to fixing the problem.

We take our reviews seriously. I hope that the next time you visit our area, you will once again choose to stay at Comfort Suites, I think you will be greatly pleased.

Sincerely,
Hotel Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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204 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (37)
Date | Rating
  • English first
  • French first
  • Any
English first
maryland
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
Reviewed 12 July 2008

We had a short one night stay over the 4th weekend. We chose this hotel based on the reviews, plus we had some expiring points to use.
We were very satisfied. The room was large & spacious with the extra sitting room. All the furnishings looked new, especially the bedding - which I found very comfortable. It was also nice to have queen size beds, instead of the full-size that I'm seeing more often now in standard rooms.
The carpet looked okay, it didn't seem that old but could have used a good cleaning in a couple of spots (room & hallway.)
Pleasant, friendly staff at the front desk. Pool was small but kids enjoyed it anyway. Water was nice & warm. Noticed chlorine smell in pool area -- you knew it was clean but a little bothersome to the eyes after awhile.
Breakfast was good, nice variety for "heavy" continental. Only thing we didn't care for were those strange egg discs that seem to pop up in a lot of breakfast bars.
Overall, very nice stay, especially for a Comfort Suites -- looks like Choice is trying to be more competitive with the Hamptons & Holiday Inn Express. I'm not familiar with those brands in Hagerstown, but I'd think that this Comfort Suites would stack up very well if not surpass.

  • Liked — Bedding was nicer than expected
  • Disliked — Those strange eggs!!
  • Stayed July 2008, travelled with family
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
Helpful?
2 Thank scooper0221
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ellicott City, MD
1 review
Reviewed 18 June 2008

We stayed at this hotel for one night and our stay was very pleasant! We went shopping at the outlets and to a Hagerstown Suns game, and the hotel was close to both, as well as to a Texas Roadhouse restaurant where we ate dinner.
When we arrived, we were assigned a room which was not cleaned (the sheets were off the bed, etc.) The very friendly and helpful desk clerk immediately gave us a new room. The room had a king-sized bed and we found the room a little small compared to other hotels, but it was decorated nicely and the bed was very comfortable. The bathroom was a good size. Unfortunately we were right by the icemaker which we heard often, but it didn't disturb my sleep very much.
The breakfast in the morning was great! They had cold cereal, milk (whole and 2%), eggs, bacon, sausage, waffles (make your own), fruit, bagels ... There may have been more but that's all I remember! Someone was constantly replenishing food while we ate.
The pool was a LOT smaller than we were expecting, but luckily there weren't many people using it. If there had been many more people, it would have felt very crowded. The hot tub was nice. But both closed at (I believe) 9pm which seemed very early for adults who might want to relax in the hot tub after a long day of shopping!
Overall I would say we had a very pleasant experience with the staff and our stay!

  • Liked — Friendly staff, free breakfast, proximity to our activities
  • Disliked — Small pool & early pool closing hours
  • Stayed June 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank kirky2001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
West Virginia
Level Contributor
17 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 4 February 2008

The hotel was very nice and clean - the staff was overly friendly and we had a very positive stay here - would absolutely stay here again and definitely will recommend it to family/friends!

  • Liked — Large Room, very clean
  • Disliked — N/A
  • Stayed February 2008, travelled with family
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank TravelingMom8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
virginia
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 16 December 2007

This place was a nice place to stay after a long day of shopping. Lobby area was comfy wih a fireplace and couches and the breakfast area. The room had two queen beds and a desk and a couch. The beds had 4 pillows and it felt like you were enveloped in softness and could dream the night away. Unfortunately the sink was located in the bathroom and not outside of the tub/commode area. This made it twice as long for two people to get ready in thne morning. Also the light would not shut off in the bathroom so we had to leave the door closed to it all night. We didn't get to try the hottub because it closed eary at 9pm instead of 10 or 11. The breakfast had make your own waffles and egg patties and bacon and other things. It was nice to start the day that way.

  • Liked — Beds
  • Disliked — Bathroom
  • Stayed November 2007, travelled with friends
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
1 Thank cocoa04Virginia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philadelphia, PA
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 2 September 2007

Stayed in the Comfort Suites for 2 nights in August 2007. Overall experience was not postive. The sound-proofing is very poor .. we could hear doors slamming from 6 AM! The alarm clock did not work correctly; the shower head did not work correctly; and the parking lot is rather small. The small pool area was crowded with kids. Will go elsewhere in the future ... even for $79. per night.

  • Liked — Location
  • Disliked — Cheap hotel
  • Stayed August 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank USAtraveller79
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
comfortsuiteshagerst, Webmaster at Comfort Suites, responded to this review, 21 December 2011
Dear Guest,

Thank you for choosing Comfort Suites for your recent stay in our area. I am glad that the location was a good one for you.

Thank you for giving us a review, it is very much appreciated. Upon receipt of your review, the following actions were taken:

• Maintenance was informed of the problems you experienced with the alarm clock and showerhead you experienced in the room assigned to you and instructed to see to their repair or replacement.

• Management was approached about the slamming of doors early in the morning and reminded of their responsibility to see to it that our valued guests remember to be thoughtful of their fellow guests.

I hope that the next time you visit our area, you will once again choose to stay at Comfort Suites. I think you will be greatly pleased.

Sincerely,
Hotel Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Wilmington, Delaware
Level Contributor
676 reviews
67 hotel reviews
common_n_hotel_reviews_1bd8 619 helpful votes
Reviewed 18 August 2007

Being able to get away a day early after an evening meeting was cancelled, I did a quick internet search for hotels in the Hagerstown MD/Harpers Ferry WV area where we would be spending a couple of days on a mini-vacation. After contacting the hotel directly, we arrived from the Philadelphia area in less than 3 hours.

If I have to stay at a chain hotel, I usually seek out Courtyard for its business oriented ammenities and very comfortable new beds/bedding. The Hagertown Comfort Suites completely fit the bill. This very well maintained hotel, featured a lobby media center (broadband is available throughout the hotel), nice sitting areas with fireplace, 24-hour beverage service area in lobby, and very helpful friendly staff that provided accurate information on nearby dining options and attractions.

The fitness room with TV, indoor hot tub and pool had lengthy hours of availability and were very clean. Our king bed room was huge and the bed/bedding was on par with what I am accustomed to at the best Courtyard Hotels.

A very full breakfast spread (self service) was set up the next morning at 7 am and available until I think around 9-10 am. This was a great stay for under $80.

Very highly recommended for a FOB, if you are visiting nearby Antietam National Battlefield, Harpers Ferry WV or just passing through.

  • Liked — Very comfortable beds, cleanliness, ammenities and free breakfast!
  • Disliked — No dislikes.
  • Stayed July 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
2 Thank RoadTripper516
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Comfort Suites

Property: Comfort Suites
Address: 1801 Dual Hwy, Hagerstown, MD 21740
Phone Number:
Region: United States > Maryland > Hagerstown
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Romantic Hotel in Hagerstown
Price Range (Based on Average Rates): £
Hotel Class:2.5 star — Comfort Suites 2.5*
Number of rooms: 75
Official Description (provided by the hotel):
Welcome to the Comfort Suites Hagerstown.For history buffs you’ll find we are centrally located between three major Civil war battlefields and a Colonial Fort. Antietam National Battlefield is the closest and only a 15 minute drive. Harpers Ferry and Fort Frederick State Park are about a 25 minute drive with Gettysburg 39 miles from the hotel. This area also offers many historical attraction...s and museums.While in Hagerstown, sports fans can enjoy a baseball game at Municipal Stadium. Relax and take in a Suns game, the single-A affiliate of the Washington Nationals.Enjoy cultural attractions? Then you will want to visit the Washington County Museum of Fine Arts or spend an evening at The Maryland Theatre, home of the Maryland Symphony Orchestra.During your stay you will enjoy a 100% smoke free environment. Each large one room suite offers a microwave, refrigerator, coffee maker, iron and ironing board and hair dryers.Also included:Complementary hot breakfastIndoor pool and hot tubExercise roomFree wired and wireless high-speed internet access. ... more   less 
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Also Known As:
Comfort Hotel Hagerstown
Comfort Suites Hagerstown
Hagerstown Comfort Suites

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