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Original Comment My husband and I stayed at Comfort Suites in Fernandina Beach FL on two separate occasions. Aug 11 week-end and Sept 27. We were there as it was my son's birthday in Heaven. We decided we would come back for his anniversary of his passing. Sad times for me. As we checked out in August we asked if we were to book early enough could we request 3rd floor ocean view for the 27th of Sept. We were advised that that would work as we are Diamond members. My husband booked the room over a month in advance and requested third floor ocean view. He called last week as a reminder. Was advised that they would do the best they could. We arrived on the 26th about 1:00. We were advised check in is 4:00 and we have to come back at 4!! We reminded the clerk (Cherisia) that she would call us when our room is ready if it is before 4:00 She never called. We went back to check in about 3:50. Cherisia was not there. We had the most unpleasant clerk (Josie) treat us with no respect at all. We asked as a Diamond member for the 3rd floor ocean view. Her response was that the 3rd floor is still being cleaned by staff and not ready yet. I said it is check in time and a whole floor not ready? We said we will wait for it then..she said it doesn't work that way. Said we get the room they choose and not what we choose. I was getting ill by this time so I sat down but could hear her telling my husband that he can be upset as he wants but it will not change and basically to get over it. She spoke over him and rolled her eyes when he asked for a manager on duty. She said she was the MOD even though the sign said Juan Robles. By this time I am in tears seeing my husband being treated like he was nothing. My husband was trying to make the worst day of my life ( my sons passing) to be one of comfort to me. We were assigned a room on the second floor. My husband just said "can't you make an acception here". She told us there are other hotels! We went to the 3rd floor...there were no maid carts up there and plenty of rooms appeared available. We then saw a couple who checked in AFTER us about 10 minutes later go to the 3rd floor! My husband went back to the desk and told her he doesn't like being lied too. She said nothing. Never an apology or one kind word. Period! I was so saddened by this whole experience. We are Diamond members and question what that really means. First of all 4:00 check in? You cannot have a request honored or respected. Being mistreated by Josie will not bring us back to your hotel ...any of them! She says no to the 3rd floor for us, but people behind us can? So what is it? First come first serve wasn't it? Requesting didn't do any good. So tell us please what diamond member means. We will add one positive word. As we were checking out on the 27th my husband told the young man how sad we were and our treatment was terrible as Diamond members. HE apologized and thanked us for being Diamond members. Maybe Josie needs to be trained better...

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