Comfort Suites University - Research Park

The room was clean and comfortable, the hotel was quiet and conveniently located, and breakfast was good. The cleaning and breakfast staff were friendly, too. But the hospitality at the front desk badly let the place down. On our second night, I realized our takeout hadn't come with utensils, so I asked if I could take a couple from the breakfast area. I heard someone in the back call out, “YES?” and waited, thinking she wasn't talking to me. Then she yelled, “WHAT DO YOU WANT!?!?” I asked for a fork and got “NO ITS LOCKED!” in reply. I never saw her. At the very least, she could have come out and spoken to me face to face. There was also a frustrating issue at check-in. We arrived Friday evening and were told the terminals were down, so they couldn't take payments or new reservations. We had a reservation and paid with our Choice Hotels credit card, but then found out we needed a cash deposit for incidentals. I thought she meant they weren't taking deposits because the system was down, but she expected us to get cash at an ATM. We paid the fees to use the lobby ATM, which wasn't our bank's, because of the hotel's system outage. There's even a sign on the desk saying that, as of July 2025, they don't accept cash. When we checked out, I had to ask for our deposit back; it wasn't offered. The money was sitting in an envelope within reach of guests, and no one had checked the room before returning it. The whole process felt pointless.

We booked from 10/10/25 to 10/12/25, but left the morning after our first night. Room 718 was crawling with roaches in the bathroom, on the toilet, in the tub, up the walls, and across the floor. It was disgusting and unsanitary. At checkout, we explained why we couldn't stay the second night. Staff said the “owner” had to approve a refund, though none of them seemed to know him personally. I've called every day since, and as of 10/14/25, nobody has contacted me or refunded the nights we didn't use. It's filthy, poorly managed, and unprofessional. There are plenty of hotels that take cleanliness and customer service seriously, so don't waste your money here.

I'm a diamond member and stay at Choice Hotels around the country, but I've never been treated so rudely after paying for a service. The receptionist was an Indian man who was rude and racist, and the owner or manager he called had terrible customer service. I was charged $101.76 twice for a deposit listed as only $100. On Christmas, after everything was paid for, nobody tried to help me and they attempted to check me out of my room. I'll never stay at this hotel again.

The room was clean, but it smelled awful. The downstairs restroom was filthy and had no tissue. In the morning, the young man at the desk was friendly and welcoming, which was a bright spot. At check-in, the receptionist said the system was down and she didn't know when, or if, she could check us in. No greeting or apology. It was late, we'd been driving all day, and I offered to show my paperwork and come back down later to do whatever was needed if she could just get us into a room. Amanda was surly and said it didn't work that way. I left disappointed with the experience.