ComplaintsforSuper 8 Motel

• Initial Complaint

  27/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made a reservation for a 1 night stay. I received an email with instructions to follow directions or lose my room. My bank account consequently had $551.59 withdrawn without my consent. In the end I paid $103.53 for the room plus the money ****** from my bank account all connected to my reservation.

  Business response

  27/11/2023

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********

  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ********************* at the Super 8 by Wyndham property in **********.To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before November 29, 2023. As a company, were committed to delivering a great experience with every stay with us.

  
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

  
  ******
  Liaison, ******************************* & Resorts. Inc.

  Customer response

  29/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The response from the hotel is the very same email that produced the fraudulent withdrawal from my bank account. However, it goes on to explain that the reservation network was hacked by *********. I expect nothing less than a refund of the ****** money. This was my first ever attempt at organizing my own vacation and I ended up losing most of my money in the process. I'm not concerned about how the ********* infiltrated the system, it should never have happened. Please return my lost money as soon as possible.
  Sincerely,
  
  *********************

  Business response

  05/12/2023

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************* at the Super 8 property in **********, **. 
  
  Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations. 
  
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.
  
  After thorough review, we feel the best resolution will be achieved by direct communication between the guest and the third party booking.com.  This was an issue with booking.com and they are working with these guests to resolve/refund. Please contact the third party. The property has updated the case with a note - "I have contacted Booking.com several times regarding this case. They have informed me that they are currently conducting an ongoing investigation and have committed to providing a refund to the affected guest. Additionally, I have requested Booking.com to directly update the guest with detailed information about the incident and its progress. If there are any further inquiries, please contact Booking.com directly". 

   Once again, we apologize for any inconvenience this may have caused.

  
  Thank you, 
  
  
  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

  Customer response

  05/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩