Comfort Suites Saginaw

0/5 - DO NOT STAY HERE - Hotel Manager is rude, unprofessional and refuses to give us invoices for unauthorized charges About 1 month ago we stayed at this hotel, with two families and 3 small children. We are still dealing with the aftermath of this horrible stay and unfortunately have not had any assistance from the hotel staff or customer service. Overall, this is a poorly managed hotel, with a very rude, unprofessional, incompetent hotel manager by the name of Tina Jones. There are several negative reviews of this manager and her hotel in the Google Reviews and on the Better Business Bureau. She lacks customer service skills and this is evident by her failure to send invoices of charges that were made to our cards AFTER we checked out. This is illegal. Despite our numerous phone calls to the hotel and to the customer relations department, we have yet to receive invoices for these charges - we have no idea what these charges are for. Tina has hung up the phone on us several times and being in a completely different country, phone communication and email is the only way we can reach out to her. She has not responded to one email. Background of the issue: we had booked this hotel 4 weeks prior to our arrival. On three separate occasions, I called the hotel to confirm the availability of a crib or a playpen. I was assured on those occasions that one would be available. We checked in at 1 am after a 4.5 hour drive. After checking in at the front desk, we were advised that the hotel does not have any cribs. We were understandably disappointed about this - it was 1 am after all and we had small children with us. Nevertheless, we stayed the night, and made arrangements to check out the next morning and find better suited accommodations. We have confirmation from the hotel staff that the internal log notes at the hotel indicate that we checked out - there is no confusion at all about how many nights we stayed there. Interestingly enough, we were offered a playpen AFTER we checked out -- turns out the staff is not equipped with the knowledge of what amenities they have for guests, and unfortunately, by the time the playpen was offered, we had already cleaned the room, loaded our cars and CHECKED OUT of the hotel. It was too late. We were told to call on Monday, when Tina would be back to help us out with our refund. They could not do the refunds directly. As instructed, we called the hotel on Monday to speak with Tina Jones and she said she would look through her notes and get back to us. She did not. I called back several hours later for a follow up, and after acting confused like she had never spoken to me before, she hung up the phone on me. She made sure to tell me it was MY fault for booking the hotel. She hung up several times after we tried to call back again. I have never dealt with a manager who is this rude and unprofessional - I am not sure why this matter has become so personal to her, but it is clear she lacks an objective understanding of how the hospitality industry works, and her position a manager is a reflection of very poor decision making on the part of Choice Hotels. The Choice Hotel Customer Relations department is absolutely useless. This is a chain that cannot issue refunds or handle any financial matters. They have advised that we have to deal directly with the hotel and manager if we want to dispute any charges. Of course, this is not ideal because the hotel manager is highly unprofessional and hangs up the phone on us. We have been charged for services not rendered and have also been charged for unauthorized transactions, with no invoices. It is highly concerning for a professional business to operate this way, and the risk of this going unchecked is problematic. As of today, we have escalated the matter to the Better Business Bureau, who has advised me that there are several outstanding issues/complaints against this hotel/manager. BEWARE. I advise you strongly to stay away from this hotel. There is nothing good to say about it. You will be treated poorly and money will be stolen from you.

Comfy bed, quiet, clean, spacious room, hvac quiet, check in staff at 8 pm were welcoming and helpful. Breakfast was a disappointment. Dining assistant was on her phone. There was a sign on what should have been the meat warming dish saying, “No meat today.”. So us protein lovers had eggs as only option. Bagels were hard and stale. No fresh fruit or yogurt. I couldn’t exclusively rate the breakfast so I put it under service.