Comfort Suites Northwest - Cy - Fair

The suite was spacious, spotless, and well organized. It had a big refrigerator, a nice stovetop, pans, plates, a small dining table, and a clean microwave. The bathroom was spotless too, and the whole hotel even smelled clean. Staff were friendly and helpful. The breakfast area was orderly, clean, and well stocked during breakfast. The location was easy to get to, with plenty of eateries within walking distance and lots of reserved parking for frequent flyers. I've stayed at more than 20 Comfort Suites and a few other chains, including Hilton and Best Western, over the last three years. This was the best individual hotel of them all. The stay was great and the rates were excellent.

The breakfast was nearly nonexistent: no oatmeal or non-pork meat, powdered eggs, stale bread and cereal, watered-down juice, and cold coffee. Even Diamond members don't seem to get the promised late checkout. You might get 12:30 when noon is standard, or 1 if you're lucky. This place sums up my view of Choice: low quality and unable to measure up to Hilton or Marriott. I won't trade up on Marriott again. Such a disgrace. I only booked because the price was low, and you get what you pay for. During my first stay, I completed check-in and paid by card, but the front desk rep said the payment hadn't gone through. Their system apparently went down just as the transaction was happening. I showed her the room-charge hold on my card, but she still wanted me to pay again. I said I'd only swipe again if the hold was released. Eventually they let me check in and said to sort out the discrepancy the next day. The hold was still showing then, but the rep kept saying I hadn't paid. Once I gave her the card's last four digits, they suddenly found the payment, as if it'd been in limbo. A major turn-off and an immediate sign of incompetence. I made a second reservation only to use my Choice points. I called beforehand and was told there was no deposit for Choice bookings, whether paid by card or points. On arrival, the desk wanted a card for a $75 incidental hold. The rep insisted it was required and printed a vague policy that didn't mention a $75 hold. I refused to pay that amount for a run-down hotel whose amenities and rooms weren't worth it. I had to jump through hoops to get my money and points refunded under the cash-plus-points offer. Choice is a money-grabbing, low-quality brand.

The bed was comfortable and clean, and the cleaning staff were super friendly. The place felt clean everywhere except the towels, which needed a better wash and had hair and small stains. Breakfast was terrible. By 8:30 on Sunday it was basically gone, and nothing hot or unpackaged had been replenished. As a former platinum member, this was probably one of the worst continental breakfasts I've had. I made a business trip with a lot of expensive gear I didn't want stolen, so I had to leave it in my vehicle. It survived! The hotel is near a loud underpass area, with speeding traffic, loud exhausts, air and train horns, and bikes revving endlessly. This would've been a 4 rating, but those issues brought it down. Also, don't use so much water on the toilet paper stamp.

Warning, this was a horrible stay. We only stayed because the other hotels were sold out for a conference. Guests in the room above us were loud all night, and staff admitted children were alone in the room. We complained at least ten times and asked to move, but were told the hotel was sold out. When we asked for fresh towels and bathcloths after housekeeping had left, we were told there were no extras. We still didn't get any the next day. On the third day, I was charged a $75 incidental fee because of some kind of dye on the comforter, which they tried to say we caused. I didn't question it because our room was in poor condition overall. Please see the pictures. We ended up arguing with housekeeping and the front desk about the charge. The location was bad too. We saw a car break-in, and there's a motel with a rough environment right next door. The day I checked out, they tried to charge me another $129.67 without explaining why. They'll keep charging your card with no explanation! My guess is it was because I answered “bad” when asked how my stay was. I guess she didn't like my honest answer. I wouldn't recommend this place. I only focused on the good reviews before booking, but the complaints are very similar, almost like a twilight zone or a scam. Beware!