I visited Hagerstown from April 23–26 for the unfortunate occasion of my mother’s funeral. My father and I walked into the Comfort Suites after I had confirmed online that rooms were available. However, the moment we approached the front desk, I was met with an unwelcoming and uncomfortable vibe from the gentleman behind the counter. Without even greeting us properly, he asked if we had a reservation. When I said no, he quickly stated, “We’re booked.” I found that odd, considering I had just checked online and availability was showing. To be sure, I called the reservation line right outside the hotel, and the representative confirmed that there were indeed plenty of rooms available.
This experience left me feeling extremely disappointed and disrespected, considering my family always books with them when visiting. It’s unacceptable to be lied to, especially during an already difficult time. If personal biases are preventing you from offering equal service to all guests, then perhaps customer service is not the right field for you. Thankfully I was able to find a better suitable hotel that had great customer service.