Complaints

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother and I checked in at Super 8 by Wyndham Oelwein hotel on 4-27-2023 at 5:55 PM. While checking in, we were greeted by a ***** at the front desk (she said she was the manager). ***** offered to give us a different room with two beds instead of the one bed room which I originally booked. We appreciated it. We were given room 118. At 8:19 PM, I was preparing to lay down when I saw a little dot on the pillow. After focusing in a little closer, I realized it was a bed bug! It then started moving! My mother and I grabbed our belongings (which wasnt on the bed, thankfully) and left out into the lobby. I informed ***** what was wrong and showed her the pictures and videos I took of the bed bug. She then confessed that someone that was in the room before us had a dog and maybe it was a Tick. She did offer us a different room but I declined. She supposedly left and went to the room to check out what was going on. I didnt see ***** again for a while after. I heard footsteps coming from behind the lobbys wall and called out Mistys name. I asked her to check us out and she informed me that she already did. I asked her will I get my whole refund back and she said I wouldnt because my mother and I had used the room (not really). She stated that only $101.92 will be taken off my card. I definitely dont think this is fair due to that fact the room had a bed bug (probably more) and the $101.92 is not that much less than the original price if we wouldve stayed the original dates. Also, while searching for a ride, ***** made me go outside because she had to lock up the lobby (no kind of sympathy). I would like my whole refund because I definitely deserve it. Update: Also, as of now, I see that I was actually charged the full $199.36 which wouldve been the price for a two day stay. I also reached out to Super 8 headquarters the morning of 4-28-2023 and got no luck there either.

  Business response

  05/17/2023

  **************** was only charged for the night that they were here at total of $97.44. The reason they were charged for that night is that they were in the room for over 4 hours. We have also had our pest control check this room and there were no signs of any bugs being in this room. The lobby does close at 11pm which they were in the lobby from about 8:20 pm until that time waiting on a ride that should have only taken about an hour to come from where they were requesting and only had to wait outside for 5 minutes until the ride did come. They were also standing in our lobby talking bad about the hotel to other guests in the hotel. They also stated that the reason that they didn't want to stay was because our small town didn't have enough in it for them since they were from ******* and wanted to be in a bigger town. 
  

  Customer response

  05/21/2023

   
  Complaint: 19996454
  
  I am rejecting this response because:

  ***** is a complete liar, and the following attachments will prove so. First and foremost, my mother and I checked in around 5:56 PM. As you can see our Lyft dropped ** off at 5:55 PM. Also, in the screenshot of my bank statement, I was charged $101.92 for the night not $97.44 like ***** is saying. I discovered the bed bug at 8:19 PM (as seen on the screenshot pictures). Yes, we were in the lobby trying to find a ride. It took a long time to find one due to ***** telling ** earlier that Ubers/Lyfts didnt run in the town of Oelwein, ****. We ended up getting a ************ called Big Ten Taxi Cab. The drivers name was *****. As you can see in the screenshot pictures, ***** and I were communicating from 9:02 PM till 11:21 PM when he picked us up. Meaning we waited more than 5 minutes for our ride after she kicked us out of the lobby. Yes, we sparked up a conversation with ONE gentleman starting from outside of the hotel. We originally asked him for a ride back because we were having a hard time finding one. We were not talking badly to GUESTS in the lobby! And NEVER did we ever say that we didnt want to stay because the town was small. We didnt want to stay because of the bed bug/s in the room. Excuse ** for not wanting to stay at a filthy, bed bug infested hotel.

  
  Sincerely,
  
  *************************

  Business response

  05/31/2023

  As you see $97.44 was charges she was refunded $101.92. They were told initially we didn't have uber but I corrected that about 5 minutes after they checked in when I downloaded the uber app and let them know by going to their room and letting them know. Yes our office does close at 11pm no other business that closes would allow you to wait after closing inside the business they were charged for 1 night because they were in the room for at least 3 hours. Also our pest control was here in april and may before their stay and after their stay and as i have attached the reports from them you can see there was no problems in any of our rooms. Including the room that this guest was in

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