Comfort Inn & Suites Cookeville

My family and I recently stayed at this hotel, and we had an amazing experience! From the moment we arrived, we were impressed. Our room was spacious, comfortable, and immaculately clean. It felt like a home away from home!

What really stood out, though, was the exceptional service. Every single employee we encountered had a warm smile and was eager to help, making us feel welcomed and appreciated. It was clear that they take great pride in providing excellent customer service.

Breakfast was another highlight of our stay. It was always fresh and well-stocked with a variety of options to suit everyone’s tastes.

Overall, this hotel exceeded our expectations, and we would absolutely recommend it to anyone visiting the area. We’ll definitely be staying here again on our next trip!

I am writing to file a formal complaint regarding my recent stay at a Comfort Inn & Suites in Cookeville, Tennessee. What began as a positive experience quickly turned into a deeply concerning situation involving what I believe to be discriminatory treatment, harassment, and improper conduct by hotel staff.
My family and I were in town due to a funeral and had booked rooms at both this hotel and a nearby sister property. We were informed that the pool at this location was open to guests from both hotels due to maintenance at the other property.
During our time at the pool, our group—consisting of four adults and five children—was singled out and repeatedly stopped and asked to prove we were registered guests. We observed multiple other individuals entering the pool area without being questioned and being greeted politely by staff. In contrast, we were treated with suspicion and subjected to repeated scrutiny.
We later learned that the individual initiating this interaction identified herself as “Kim,” the Director of Sales, not a front desk associate. Despite not being in a front desk role, she continued to monitor our group, including walking past the pool area window, pointing at us while on the phone, and repeatedly intervening.
In an effort to comply with staff concerns, we returned to our room and booked an additional room at approximately 4:00 PM. We have timestamped confirmation of this booking. Our children were back in the pool by approximately 4:30 PM. Despite this, staff later claimed that the room was not booked until after 8:00 PM, which is factually incorrect and directly contradicted by our documentation.
At checkout, we discovered additional charges for extra guests who did not stay overnight. When we attempted to resolve this, staff presented photos of the minors in our group—taken while they were in the pool in swimwear—on a personal cell phone, claiming this was evidence of additional guests. This action was extremely inappropriate and raised serious privacy concerns.
Furthermore, after disputing these charges and raising concerns about our treatment, we were informed that we had been trespassed from the property. This appears to be a retaliatory action in response to our complaint rather than a justified decision based on our conduct.
Throughout this experience, we made every effort to comply with staff requests. We were respectful, followed instructions, and even booked an additional room to address concerns raised by staff. Despite this, we were subjected to what felt like a pattern of targeting, surveillance, and inconsistent enforcement of policies compared to other guests.
Given the totality of these events, I am requesting:
A full investigation into this incident, including staff conduct and use of personal devices to photograph guests
Removal and refund of all improper charges
Clarification of hotel policies regarding pool access and guest verification
Assurance that appropriate corrective action will be taken to prevent similar incidents in the future
This experience was especially distressing given the circumstances of our visit. I expect this matter to be taken seriously and addressed promptly.

Photo is from the day after the stay to show the approximate time of booking for the additional room.

I loved the size of the room. It was spacious which was nice because my husband is in a wheelchair. It helped in taking care of him.

Everything was good

Very clean, the bed was comfortable, the staff was helpful!

good

Breakfast was excellent. Hot scrambled eggs, sausage, waffles, fruit, cereal, yogurt, juice, and good coffee.

The person who checked us in was very nice. He answered all of our questions.

Only problem we had was with the online booking the booking .com card would not work. Had to pay the bill at the site.

The staff was very helpful. The overall stay was enjoyable.

Location

We have stayed at Comfort Inn and Suites across the United States because they are clean and are very supportive of the military and veterans. So, around 4:40 p.m., we decided to book a K-bed room at the Comfort Inn and Suites here in Cookeville, Tennessee. We requested it be on the upper floor and near the elevator if possible.

At 7:30 p.m., we checked into the hotel to discover that the receptionist issued us a handicap room on the first floor, stating it was the only one available.

However, while I was standing in line to discuss the room situation with him, he issued a king room to another gentleman who had walked in without a reservation.

Therefore, I said I would take a Q room instead of the K, and the receptionist informed me that they cost more. Are you kidding me?

I guess Comfort Inn and Suites are no longer on our place to stay list. Because we enjoy comfort, not stress, and certainly, not having to low-crawl out of the bed that sits so low to the floor that I may as well just sleep on the floor. In fact, I just might and prop my feet up on the bed.

Sheesh!