This was, without question, the worst customer service experience I have ever had. Our Formula SAE team booked multiple rooms at this hotel. Throughout the week, several of our rooms had housekeeping issues with towels not being properly restocked. We assumed they were honest mistakes and didn't complain, but my room of 4 had it the worst. Housekeeping repeatedly removed our used towels but only replaced them with 2. One night someone had to dry off with a hand towel, another couldn't shower at all, and by the third night we were left with no bath towels. The first front desk employee working late Thursday night (June 18) apologized and immediately gave us more towels. The employee working late Friday night (June 19) turned a two-minute request into a humiliating ordeal. Before she asked a single question or attempted to verify anything, she accused us of stealing hotel towels. Every time I tried to explain what had happened, she interrupted me, twisted my words, laughed at us, and repeatedly called me a liar. Whenever I tried to clarify what I actually meant, she would cut me off and tell me to stop talking instead of letting me finish a sentence. Her entire attitude was condescending, dismissive, and openly belittling. I offered to let her inspect our room, search it herself, or check security cameras. She refused every single suggestion while continuing to accuse us instead of investigating what was clearly a recurring housekeeping issue. When she finally handed me towels, she warned that if they weren't there in the morning, "we're going to have a problem." Since housekeeping had already been inconsistently removing towels, I even offered to personally return them to the front desk the next morning so there would be no misunderstanding. She refused that too. The interaction became so hostile that one member of our group was left in tears. To make matters worse, our team also experienced payment issues after the hotel attempted to charge for rooms that had already been paid by check. Combined with everything else, it left us with very little confidence in how this property is managed. Housekeeping mistakes happen. What is completely unacceptable is falsely accusing paying guests of theft, refusing to investigate, refusing every reasonable solution offered, and speaking to people with such hostility over a request for towels after they'd spent all day working outside. If this employee represents the standard of customer service at this hotel, I would STRONGLY recommend staying elsewhere. She took what should have been a simple housekeeping correction and turned it into one of the most degrading, unprofessional customer service interactions I have ever experienced. Coming from someone with 4 years of customer service experience, I will never stay at another Comfort Inn.
