ComplaintsforSuper 8 by Wyndham Longmont/Del Camino

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a room here for three days on the third day of staying I went to the office to reduce my keys and the manager Maria said to me that the housekeepers came into our room while we were gone said that the room smelled of urine. I was immediately appalled because my dog does NOT do her BUSINESS anywhere but outside My service animal will hold it until you take her OUTSIDE! So the manager says ok and let's us stay , I tell the manager that what she said about my dog is ridiculous and that I even told the guy working that night the room smelled funny when we turned on the air. The guy said I'm sorry. My boyfriend went to the store and bought CANDLES(Even though your not supposed to burn them in the rooms?) Maria didn't seem to care when we told her that! So we decided to check out because that conversation didn't sit well with me. I mean how dare the management accuse me of That!! So we left .. then I decided to book a room there again.. give them another chance (after all Maria did show pictures of her dog and tried to ACT like she was my friend) So it's 10:00p.m at night on a Thursday on 11/02/2023 and I go to check in and they say I can't check in here (I'm. On the DO NOT RENT LIST?) I'm sleeping outside now in the middle of winter because of something I and my dog didn't do . This is unfair and discriminating

  Customer response

  11/04/2023

  I was not charged because you pay when you check-in , however my points were all taken from the Wyndham app which means my prices are higher. Also since they didn't inform me that they would not rent to me , I drove an hour and a half to check-in to the hotel and I arrived around 11p.m only for them to cancel my booking  . I ended up sleeping in my car that had no heater with my service animal, because it was to late to find another motel  . And my dog and I didn't do what they say my dog did . It was cold sleeping in the car and I'm disgusted that this treatment could happen to paying respectable customers. Thank you for your time and attention to this matter. 

  Customer response

  11/09/2023

  The manager at super 8 emailed me saying that what I was saying was wrong and then they refused to give me my points back that I spent on the booking that the hotel cancelled. And the manager is telling me I'm a liar basically and refuses to give me my money back 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We originally booked the reservation through Hotels.com, and under the terms, were able to change or cancel the reservation until the day before check in, June 29, 2023. We modified the reservation through hotels.com rep on June 29th, from an arrival on June 30th to an arrival on July 1st. We arrived to Super 8 Motel to check in for our room on July 1, 2023. We presented our name and confirmation number. We were told by the front desk staff (Kerry) they had no record of our reservation and no room for us to stay in. We were assured we would not be charged. We are being charged for both nights. I have documentation of all of the conversations between myself and hotels.com, for the first nights modification as well as the conversation after we had arrived for our reservation and had no room. We were assured that we would not be charged for the room we didn’t use. I have filed a dispute with Capitol One and they are siding with the motel bc we “didn’t cancel”. And that is true-we “didn’t cancel” bc we wanted the room and arrived to check in. They didn’t provide the service we are being charged for. We would like to be refunded the money that we are being charged for the room we were not provided with.

  Business response

  09/22/2023

  
  Alicia Bigelow

  
  1716 SE 22nd Ave
  Portland, OR 97214

   

  Hello Miss. Bigelow

  Unfortunate your reservation was done trough a third party, Hotels.com we never received any changes trough our central reservation system, on our end your reservation was schedule to arrived.  June, 30, 2023 this is the reason when you arrived on the July, 01, 2023 your reservation was not on our system because it was mark as a no show, Please contact Hotels.com with any question in this matter.

   

  Thank you,

  Maria Saucedo

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