Comfort Inn & Suites

To Whom It May Concern, I am writing to express my serious dissatisfaction and frustration regarding the treatment I received as a Diamond Member at your Schulenburg, TX property on the evening of May 27, 2025, around 8:15 PM. I encountered an employee named Andy at the front desk who was uncooperative, dismissive, and frankly, unprofessional. I requested a complimentary room upgrade—a benefit clearly advertised to Diamond Members within your own app. Not only was the request denied without any meaningful explanation, but Andy also showed no willingness to assist or even acknowledge the validity of my concern. There is no visible disclaimer or fine print in the Choice Hotels app indicating any restrictions on the type of upgrades Diamond Members are eligible for. If limitations do exist, then that’s a failure of communication and transparency on your part. If they don’t, then the staff at this location are clearly choosing not to honor your own loyalty program’s commitments. What’s worse is the dismissive attitude I received. I was treated not as a loyal customer, but as an inconvenience. This is completely unacceptable—not just from a customer service perspective, but especially given my status and long-term loyalty to your brand. If this is how Choice Hotels chooses to treat its highest-tier members, I will seriously reconsider where I take my business going forward. I expect a prompt explanation and resolution—starting with a review of this employee’s conduct and a formal clarification of your upgrade policy as communicated to members. Do better.

Friendly staff

Easy in and out

Weekend Good

This was a very clean property with friendly staff. My favorite thing is they use the proper led lights. Low wattage to save money but using the ones with the light on the bluer scale instead of orange so you can actually see the room and how clean it was. I hate dark orange light rooms they feel dirty

Cold jacuzzi The jacuzzi was ice cold both days. Very disappointing.