Comfort Inn

We booked a room for an employee for the next day, then our plans changed within five minutes. I contacted the property right away to ask for a cancellation or a different date, but guest services refused and sent me to central booking. That agent couldn't help and referred me to Expedia, where we'd booked. Expedia contacted the property and advocated for a refund, but the property still refused and kept the full amount even though we never used the stay. The customer service was the worst, both from the guest services agent, who seemed to have no authority, and from central booking. Make sure your reservation is fully refundable, as this property wasn't understanding or compassionate. Since then, our employees have traveled to Thunder Bay four more times, and The Comfort Inn has lost that business and any future business from us.

My room was clean, but the front desk gentleman needs customer service training. I needed a replacement key last week, and he yelled at me before refusing to give me a new card. I stood there stunned until the poor woman working with him handed me one.

The service and location were great, and breakfast was decent. The room was a good size, but the bed felt a little too soft. The heating controls weren't great either, seeming to offer only on or off. Everything else was good.

The room reeked of tobacco even though smoking isn't allowed. There was a cigarette burn in the sofa upholstery, and the sofa was filthy, so we asked for extra towels because we weren't going to sit on it. They didn't acknowledge my diamond status at check-in, which seems typical for this chain. Across the chain, I get recognized maybe one time out of ten. I'm done with Choice Hotels and switching to Hilton.