Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I broke down on the side of the road on the coldest night of the year thus far. An ************* trooper was kind enough to drive us to this motel due to its close proximity (although we did not particularly want to go there). Upon arrival, I explained to the clerk that I had myself, my wife, and our dog and were in need of a room. He advised me that the total charge would be $79 for the night. I agreed, paid for the stay, and we proceeded to our room. Once inside the room, we noticed that it was very cold. But it was extremely late, we were very tired after a rough night, and we proceeded to turn up the heat and try to get some sleep (as I needed to find a towing solution early in the morning for my truck and camper). Throughout the night, the heat never came on, and my family and I could never get comfortable because it was freezing inside. The next day, we checked out and I was given my deposit back in cash. I had never gotten a deposit back in cash when I paid with a credit card (which I explained to my wife once I got back to the car), so I thought that was kinda strange. At any rate, I accepted it and we went on our way. The next day I received a voicemail from the clerk accusing me of stealing the cash deposit (which she gave me), and her telling me that they have me on camera. I have never been so appalled in my life. To think that I would steal anything from this joke of a business. I called this person back and not only did she refuse to apologize, but she then doubled down on her accusation. I told her that I wanted to speak to a manager and she told me to call back at 10pm. I called the next morning and the manager advised me that he would take care of the situation with the clerk, but that the money situation was ok. I advised him that it was not because he now had charged me a separate deposit on top of the one I was charged in the beginning. He refused to give a refund. I would like a refund and for them to be evaluated thoroughly.

  Business Response

  Date: 01/25/2024

  We appreciate you taking the time to reach out to us with your concerns and we are truly sorry to hear about the series of unfortunate events that occurred during your stay at Super 8 by *******,***************. It is always our aim to provide a comfortable and welcoming experience for all our guests, including those with pets, and it is with regret that we learn of any instance where we may not meet those standards.
  
  Upon reviewing your complaint and our records, we would like to address the issues the guests have raised. Firstly, we sincerely apologize for any discomfort experienced due to the room's temperature. We understand the importance of a warm environment, especially on a cold night.Our policy and practice are to address such issues promptly when made aware of them. We regret that we did not have the opportunity to resolve this for you during your 10-hour stay. Our management staff could have provided a space heater or offered an alternative room.
  
  Secondly, our management staff is trained to inform each guest about the pet fee, and our records reflect that this was done in your case. We have pet fee signage posted at the check-in desk and the fee is reflected on the registration card, which requires a signature from each guest.Furthermore, we provide each guest with a folio detailing initial charges at check-in.
  
  We understand that the financial confusion may have caused some distress. We tried to inform the guest about the cash deposit you received upon check-out as soon as we became aware of it. This was an error on our part, and we apologize for any confusion it may have caused. We did not intend to accuse the guest of dishonestly keeping the cash deposit. Our aim in contacting the guest was to inform the guest that we needed to charge the guests account to balance it unbalanced account, due to the cash deposit taken at check-out. We have taken note of this interaction and would to assure the guest that we are addressing the matter internally. We strive for respectful and professional communication at all times, and apologize if the guest felt otherwise.
  
  In an effort to rectify this error and balance the accounts, we kindly request that the guest mail us a check for the $40 that was mistakenly given to the guest. As a gesture of our goodwill, we are willing to absorb the remaining $10 for any inconvenience this may have caused. Upon the clearance of the check, we will refund $50 on the guests card.
  
  For over 24 years, we have been in business and take pride in our service. We value the trust our guests place in us, and it is important to us that we maintain our reputation and resolve any issues amicably. We would like to thank you for bringing this matter to our attention.We hope that our proposed solution is satisfactory and that we can put this matter behind us.

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************