WE were attending a family reunion and had made reservations months in advance with the understanding that all our family members would be able to stay on the same floor in close proximity to each other. At the time my other family made reservations at the Comfort Inn, there were no rooms for myself so I booked across the street at the Hampton Inn. Two days before one of my brothers was unable to attend the reunion, so I jumped on his reservation and was told no problem, and assumed his confirmation number with no problem. However, before assumping the confirmation number, and cancelling my cheaper rate hotel, I wanted to make sure that this would mean I would be in the room contingent to my other brother. I was told no problem and booked the room. On the day before I was contacted by the manager who was very rude from the minute I answered the phone, I was told that they could not honor my request because the people who were in the room that I requested had decided to stay another night and that I would be placed in another wing, on another floor of the motel. They have a policy of not moving a person from a room in they are in if they decide to stay another night. I told her this was unacceptable as I cancelled my reservations at the Hampton at a cheaper rate because I understood that I would have a room next to my family. The manger then told me she didn't think it was a big deal, all i had to do was walk across the hotel to be with my family and I told her that was not the point. I could have walked across the street from the Hampton Inn if that was the case. She then told me to book a room at the Hampton Inn (!!!!). I told her if it was possible I would, but the fiestas were in town that weekend and all the hotels were booked solid. After some prolonged silence and more rude exchanges she proceeded to hang up on me. To add injury to insult (and I can't help but wonder if it was retaliation) our room was not cleaned that day and we came back to the motel to find towels on the floor, overflowing trash cans and unmade beds. When I pointd this out to the desk clerk he told me all the cleaning staff had gone home and all they could offer were clean towels. When I addressed this with the manager the next day she offered me a 15% off stay on our next visit which is worthless because I will never go back there again!! To be fair I called corporate office and got a 10% refund but very much disagree with a policy that puts a customer who at the last minute decides to stay another night above someone else who had resevations for this two months in advance. It is just plain unfair. At the very least, good customer service would after I was told that I couldn't be in the room next to my famly, that a portion of my room cost would be comped because of the inconvenience, instead of being treated like I was breaking some sort of law by that manager. The only bright light was Omar the clerk who did his best to be helpful and was pleasant.
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- Also Known As:
- Comfort Hotel Taos
- Comfort Suites Taos, New Mexico
- Taos Comfort Suites