ComplaintsforSuper 8

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 19 2024 - paid for 5 nights at hotel - asked to leave after 2 days - called police on a 13 year old special needs child told her she had to be out of the room and her mother within 30 minutes. Reason - although advertised as pet friendly did not include *** animals which was a cat. Refused to talk or explain to us why they even let us check in. Cat was not a secret. Special needs child then had to see a counselor for her treatment. Mom was looking at an apartment to move into,

  Business response

  04/12/2024

  Date: 04-10-2024
  
  Dear Ms.Amber & *********************************,
  
              Thank you for choosing our Super 8 for your recent visit. I am in receipt of your complaint through BBB (case#********) and Wyndham customer service (case#********* in regards to our pet policy and refunds from the motel after your stay. I apologize for any inconvenience this may have caused. I have investigated this issue (with my staff here). The guest booked the reservation using a 3rd party reservation site (Expedia) and the reservation did not disclose pet (cat) in the room- if the guest was bringing one. Expedias website when you clicked on the pet information states pet friendly for dogs. Service Animals - *********** service animals (dogs) are welcome. *** is not an *********** service animal.
  
  On initial arrival, the guest never stated they had an animal as required (signs in this regard are posted on check-in office desk as well). It was not until later -on 19th March around 9.30am, that the cat was discovered during routine check of all rooms by staff. Upon discovery, the front desk informed the guest that they would need to leave by *****am check-out time, since the hotel has a no Cat policy. This escalated to the point that local authority had to be called to ask the guest to leave which they did around *****pm. In the phone calls after the guest had left, I do know that sincere apologies were portrayed over the phone and all efforts to resolve the guest's stay were completed promptly. We had several phone calls with the mother who booked the reservation and explained the refund back to Expedia. Even *******. from Expedia when contacted us was conveyed the same. We again apologize for any inconvenience this caused the guest. See the attachment for the folio report showing that we refunded the guest's remaining day stay and returned all money same day to the Expedia card (virtual card)-provided on the reservation when the guest checked in. Unfortunately, we cant control if or when they would refund the funds to the guest.
  
  We value the opinions of our guests and evaluate each message, suggestion, and comment to find out how we can better improve our service to you. We strive to provide services that guests find timely and helpful.
  
  Your feedback from your stay at Super 8 in ******, ** helps ** understand the kind of services our guests appreciate as well as areas in need of improvement. You deserve, and should rightfully expect, world-class service from Super 8, including courteous and efficient handling of inquiries and consistent resolutions for them. Again, your feedback from your stay will help us identify the opportunities where we can focus on making improvements.
  
  Any way we are sorry for the inconvenience. Our establishment and Super 8 by ************** put very high emphasis on maintaining a clean property and good relation with the guests.
  
  Sincerely,
  
  
  ************
  General Manager
  
  Cc:Super8Inc./csref07369509; BBB/caseID********

*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. ↩