Comfort Inn Herndon - Reston

I was very disappointed with the comfort inn and wouldn't recommend it. The biggest issue was bed bugs. When we told the manager, he said someone would come clean or room, but couldn't say when. There was no sense of urgency, and nobody apologized for any of the problems. We also had a room mix-up days earlier. We had one reservation for Thursday to Friday and another for Friday to Sunday. At check-in we asked to keep the same room and were told that was fine. On Friday morning we checked out and back in as instructed, and the clerk assured us we could stay in the same room. At 11:30 a.m., housekeeping opened our door and said it was time to check out. My husband explained we had the room through Sunday. They left, then returned an hour later with the manager, the same person who had checked us out and back in. My husband cracked the door and repeated that we had it until Sunday. The manager asked if he could show his whole face, then said we were “all good.” That evening our keys stopped working when we returned from dinner. At the desk, the manager blamed it on the keys being next to our wallet. At checkout they said my husband's card had been declined, even though we'd prepaid online. The clerk printed our information and took it to the manager. Five minutes later she came back and said we were clear to go.

I expected basic courtesy as a Preferred Member with both Booking.com and Comfort Inn, but management was rude and dismissive when I tried to add a day to my stay. The manager got loud and belligerent because his staff had failed to run my card for incidentals the day before, even though I'd provided my card and driver's license at check-in. It was their mistake, but he wouldn't work toward a fair solution. I reported it to Booking.com and Comfort Inn Customer Relations, and both agreed the matter needed escalation. Booking.com refunded me in full and even paid for another hotel because of the inconvenience. Guests should know how poorly this location handles problems and how unprofessionally management treats customers. I can't recommend staying here.

A quiet, convenient place with comfortable rooms and an updated bathroom. The front desk staff were very helpful when I needed them, and I loved the free breakfast bar.

Families visiting from out of state, especially with little ones, should know I didn't feel this location was safe or clean. The side and back doors stayed unlocked day and night, despite a sign saying key cards were needed. People hung around nearby drinking and smoking, and could walk straight into the first floor. My dad saw what he believed was drug dealing right outside the building, and someone random approached him asking for cigarettes and drugs. None of those people were asked to leave. Our room was very musty, like someone had just smoked cocaine. I told the front desk and he brought us new sheets, saying rooms get cleaned every day. The next morning, though, the cleaning lady said she wasn't scheduled to do our room. We left a cash tip before heading out, and it was still untouched when we returned. I feel like a request should be doable, especially if that's your job. We usually don't complain, but other families should know about this location.