Comfort Inn&Suites Thousand Island Harbour Distric

The lake view from our room was the best part, and the hotel was quiet and clean. We had a lovely couple’s getaway and really enjoyed our time. The staff were amazing. We’ll definitely be back!

We arrived exhausted after a long day at the 1000 Islands, but checking in turned into one of the worst customer service experiences I’ve had. I’d booked ahead and given my card details. I didn’t have the physical card with me, so I offered Apple Pay or the card already on file. The front desk staff member, an older lady compared with the others, rudely insisted on cash or a physical card. We had no choice but to leave and find somewhere else for the night. When I called to cancel, she argued with me and dismissed what I said. Then she suddenly said she could charge the card on file, which was exactly what I’d asked her to do earlier. We’d already found another place, but she charged the full amount anyway. This happened back in June. The whole thing felt unfair, inconsistent, and completely unprofessional, with no basic courtesy or clear communication. It may have been one person, but I won’t stay at Comfort Inn or any Choice affiliated hotel again.

The last time I stayed there, the sheets were stained and two corners of the king mattress were split open, with foam sticking out and silver staples trying to hold them shut. It was disgusting. I got no discount, and I shouldn’t have stayed in that room. I asked for clean linens and ended up making the bed myself while exhausted. Deplorable. The desk staff I dealt with were fantastic, and I especially appreciate Nolan, Shaun, and Kimberly for their excellent service on the phone. But a manager named Debbie called today about my simple linen requests. She spoke in an unkind, patronizing way and said they couldn’t be accommodated. They weren’t complicated requests. She also didn’t understand that I couldn’t stay on the phone longer. I was shocked by how she spoke to me, and I cancelled my reservation. After that treatment, I don’t want to stay there again. The hotel has gone downhill since 2021, and I hope others have a better experience. At a resort in the Niagara region where I stay a few times a year, they’re happy to handle my linen requests and keep instructions on file for how I like the bed made. I feel confident about my room there, and if something’s wrong, they take care of it and offer options like fruit or a bottle of wine to make it right and make the stay special.

The breakfast buffet was always well stocked, and the staff kept everything replenished. The front desk team also made us feel welcome and helped with our requests and recommendations. This has to be the best Choice Hotel we’ve stayed at. We’ll definitely stay again if we visit 1000 Islands.