Comfort Inn Burlington

The hospitality was warm and the room was clean. Breakfast was very good, too. The one hassle was the air handling unit. I set it to 21c, but it only heated the room to 19c before switching off. Then its fan would blast loudly for five seconds every 30 seconds, keeping the room hovering at 19c and never reaching the setting. It was too annoying to sleep through, so I shut it off and dealt with the temperature. A small inconvenience otherwise, since the stay was great.

DO NOT STAY HERE!!! The nice receptionist is the only reason I’d give it even one star. I arrived late at night, found out a room with two double beds was available, and was excited until I saw the condition of it. There was mildew in all three parts of the ice bucket, old food and hair in both the fridge and microwave, stained sheets and hand towels, and dirty, hairy mattress covers. There was mold in the bathroom, on the wall by the bed, and under the air unit. Worst of all, there was a dried ejaculation stain on the TV. I was there for three hours total and had to check out at 4am because of the room. I didn’t feel comfortable sitting on the bed, let alone leaving my things on it. I wouldn’t be surprised if there were bed bugs. The receptionist took my concerns seriously, happily refunded me, and looked at the 14 photos I showed her. I could have taken more. I know this isn’t a luxury hotel, but I’ve worked in maintenance and come from a family of hotel cleaners, and this is the kind of condition I’d expect at a budget motel, not when I’m paying 330$ for two nights. If this review gets removed, you’re doing a disservice to the community and future guests.

When Lindsey saw our family of four and all our luggage, she kindly moved us to a ground level room. She was attentive, enthusiastic, and quick to help with whatever we needed, including extra pillows and tissues.

I expect management to take this terrible customer service experience seriously. After a 2-hour drive, we arrived to check in, but I’d forgotten my wallet. My husband had valid ID and a credit card, and I had photos of my ID. I understand the hotel may have a policy that prevents check-in in that situation. The problem was how we were treated, not the policy. The front desk employee, Lindsey, wouldn’t explain beyond saying “that’s the policy.” She was dismissive and told my husband to “shut up.” That’s unacceptable from anyone in hospitality. It’s disgusting, and I don’t use that word lightly. We’d been calm until then; being spoken to that way escalated things, but it never should have reached that point. I asked to cancel and speak with a supervisor. She refused to escalate it and said nobody was available. I had to keep asking just to see proof that the booking was cancelled. After a long drive on a busy long weekend, we were left stranded, trying to find somewhere else to stay in the parking lot. Customer service offered no real help. The sister hotel across the street, QUALITY INN, handled the same situation professionally. Alyssa was respectful, explained the policy clearly, and checked us in under my husband’s name. Abdi also went out of his way to apologize and show care, something entirely lacking at the first hotel. The way this was handled caused unnecessary stress, wasted time, and a completely avoidable bad start to our trip. I want management to contact me about what happened and what they’ll do about it. I hate to post the videos online, but showing her behaviour seems necessary. Given the experience, I’d strongly recommend avoiding this location. Lindsey’s incompetency needs to be addressed and reviewed. EDITED to hotel’s review comment: The response addressing the policy is NOT why I’m complaining. I clearly said I understood the policy once it was explained. My complaint is HOW she spoke to us: she immediately rejected us and was disrespectful and dismissive. As the front line face of the hotel, her job is to provide thoughtful service regardless of policy. We offered the solution of rebooking, but she told us to shut up. It’s false to say we started the disrespect by raising our voices. I’m more than happy to provide videos and post them online if the hotel wants to lie to protect careless employees. Based on the reviews, disrespect seems to be the standard, which is why she had no problem setting that tone. It’s absurd to think that after being aggressive, I wouldn’t be appalled and then hostile. What crazy behaviour.