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ComplaintsforSuper 8 by Wyndham
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Complaint Details
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Initial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Saturday, July 8th my husband and I arrived at the Super 8 in Pembroke Ontario. My brother and his wife arrived before we did, went into the hotel to ask for an early check-in, only to find the hotel filthy, smelling of mold and just a foul smell. There were mouse traps visible on the floors. My brother went into the bathroom and left without using it because it was so filthy. He then told the man at the desk that we wouldn't be staying, and left. They waited in their vehicle until we got there, about 15 minutes later. My brother told us to not even bother going into the hotel because we would be disgusted with the smell and filth of the place. We proceeded to another hotel and booked there...it was very clean, and the same price as the Super 8. We called Super 8 to ask them for a refund, and were told to call ******** (we had booked through them). I contacted ******** on July 10th to ask them to help us get a refund. ******** contacted Mr. ***** at Super 8 and tried to negotiate a refund, but he rejected their request. He said that we were a 'no-show', which is not true...we did show up, but found the place extremely unsuitable to spend the night. We did not bother to check out the rooms because the lobby told us all we needed to know about the place. I've read many reviews on this particular Super 8, and most of them are not favourable....I read one that said there were bed bugs in the bed...he was told that the mattresses were new and it wasn't possible that there were bed bugs. It seems Mr. ***** will deny everything and make excuses for the filthy place. Thank you for your time...I look forward to hearing back from you.Business response
25/07/2023
Dear Sir/Madam,
I am sorry the guest with complaints did not find the hotel upto their standards but there are a few things i would like to clarify. I would like to inform you of the following things that took place that day.
The guest called up the hotel close to 4 pm cancellation policy and told us they had a death in the family and that they cannot make it to hotel as they are at a far off distance. The person at the front desk informed them that they have 2 rooms booked for the night. 1 was a prepaid reservation and its non refundable as per the booking policy of third party reservations.They guest then called up the third party room issuer and stated the hotel is dirty and that they did not want to stay there by totally changing the story. Despite that we refunded one of the rooms that were no show and reverted the money back on their card.
Just using things and reviews that happend years in the past of guest making accusations were handled appropriately. We dont have to justify our purchases to anyone and neither do we owe any explanation to guest taking advantage of old reviews for their personal gains.
As per cancellation policies we already adhered to the guest needs as we no longer want to entertain this.
Thank you for your time.Your's Sincerely,
***** *****
GM- Super 8 Wyndham PembrokeCustomer response
26/07/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID 20307338, and find that this resolution is satisfactory to me.
Sincerely,
******* ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.