Comfort Suites Richmond

This is the 2nd & last time I will stay at this hotel, never again! The hotel is a relatively nice one, but we had an issue with the woman running the front desk both times, same woman. She was rude & highly unprofessional. I have stayed in many choice hotels all over the country, this one & one near Chicago i will never set foot in again. This stay, my wife is battling stage 4 beast cancer & still recovering from a mini stoke she had a few weeks back, my wife got sick as we were getting ready to check out & we were late checking out. The woman running the desk came up being rude & ignorant, even after exclaiming why we were running late. I asked her "Would you rather she puke all over the hotel? " she said "Well no, but if you don't leave now, I'm charging you for another night's stay!" I replied back, with our bags in hand, "We are trying to, can't you see our bags? " She stormed into the room & we went down to the front desk. We asked for the manager, but was told he was unavailable. We left & were a few hours down the road to our appointment, we were rescuing 4 pit bull puppies so they didn't get euthanized, when I saw the notification on my phone that there was a second charge on my card from the hotel. When I called, it was the same woman who answered the phone, she, again, was very rude when I asked for the manager. I missed talking to him by an hour, I asked for him to call me, left my name & number & to this moment, he has yet to reach out to me. Even though I was charged for the 2nd night, they refused to allow us to stay there this evening unless we paid for yet another night's stay!

First room, bathroom sink did not drain in over an hour while we went to dinner. Second room, a yukky smell, but it did have a shield (globe) on the bathroom vanity light, which the first room was missing. The bathroom exhaust fan did not work, and the shower curtain was barely touching the bathtub. Not a great experience, mildew in corners of bath, but otherwise cleaning was ok. New tile bathtub surround, the rest of the room was worn & dated. Breakfast was unimpressive & gross coffee.

This was absolutely the worst place. The stains on the pull out bed were abundant, the mattress was split open and decayed. The springs were so disintegrating. I brought the mattress to the front counter and I was told “you’ll just have to make it work, they are all that way”. I said, “this is beyond unacceptable, and no one should have to make it work, there is no way to”. We are 3 in the room, 2 queen size and the pull out. Ruby at the front desk had no interest in finding a solution. She offered to change our room but we had already traveled from Canada and just wanted to go to bed. I asked for at least 3 extra comforters so that I could at least make some sort of soft layer. She wouldn’t do that either. When I asked what it mattered if she gave me extra comforters she said “ I’m fixin to tell you to go back to your room or have you removed”. We are professional adults and could not believe the lack of customer engagement. I took pictures just to capture the extreme negelect.

I have always stayed at a Comfort Inn, however after this I will no longer be staying at these hotels. It was the first stop on our family vacation. We paid for 2 rooms. My son's room had stained bedding. Stop at the desk and told them about it. One of the staff came up and told us we had the choice of the blood stain or the pee stain bedding. That the hotel did not have any new ones or without stain. The hotel was having some work done to it. So when I looked at the condition of the bathroom, I just figure they had not done this room yet. The pictures on the website is not what you are getting. When I woke up early the next morning and went into the bathroom and the cockroaches went running all over the place was the last straw. Talk to the staff and they said I had to talk to the manager and gave me his name and time he came in. The manager said he was sorry and would have the building sprayed again. He called me a lair on the bedding. He started off nice enough then got nasty. He was very unprofessional. Comfort Suites should take the time and money and train their managers on how to deal with the public. This one should have been fired.

Fairly nice place. Overall clean, but appears to need a deep clean or some upgrades. Would stay again for a night. Front desk staff friendly....Did not take advantage of breakfast buffet. Nice location for Eastern Kentucky University events