ComplaintsforSuper 8 Motel

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ***************
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a room at this location through a third party app, the room I reserved was in extremely filthy condition that includes but not limited to severely stained linens that was soiled with fresh bodily fluids from a previous renter. The towels where used and stained with what looked like also bodily fluids. The in wall heater did not work. Appears to have been locked so it could not be changed. Multiple cigarettes burn holes in the second beds top blanket. I requested a different room or a refund, they refused both stating they did not have any other rooms avail and they stated a refund would have to be requested through the third party app that the reservation was made. There was approximately 15 empty additional rooms, when I contacted the booking site the customer service representative contacted the motel, the manager answered they phone. The representative asked the manager of the hotel about canceling my room and reverse charges. The manager replied no and hung up on the booking representative. I do have screen shots of this conversation.

  Business response

  04/25/2022

  On the day of arrival, a guest called us asking why his card was charged, the guest was informed as per our check-in policy we charge all our reservation. Not charging a card on reservation defeats the purpose of reserving a room with a card. The guest was also advised over the phone that if the guest wishes to pay with an alternative method at check-in, we will simply reverse card payment. At check-in, the guest was asked again if he would like to change payment method, to which the guest replied no, and it was fine. The following afternoon, The guest attempts to check-out a few hours past check-out time, so the front desk agent informs the guest that it's past check-out and refund/cancellation not possible. 

  
  Later in the afternoon, the *** receives a call from booking.com agent asking for refund one night for *****************. *** informs booking.com, agent refund and cancellation is not permitted past check-out time. Booking.com agent acknowledges and concurs with ***'s assessment. Later that evening, ****************** walks in the lobby again asking to renew his room key, and *** obliged the request. 

  
  Now to the details.

  
  ****************** checks-in just before 8 pm. hypothetically, let's say the guest is correct about the room's condition. 

  
  Why doesn't the guest simply come to the desk after discovering the room's conditions? Maybe a phone call to the desk about the situation of the room? 

  
  How and why ****************** forced to spend an entire night in that very same room?

  
  If a guest only wanted to check in for one night, why not mention that to *** at check-in?

  
  Secondly, check-in and check-out times are available on booking.com, as well as the cancellation policy. They are also available on confirmation email.   
  
  Lastly, we have never refused a guest alternative accommodation, so reading that in BBB complain is puzzling. 

  
  I am attaching copies of Folio, Registration and Reservation. 

  Also attaching screenshot of very sad comment made by ****************** on booking.com. 

  
  From evidence, you can see ****************** has giving different versions of the same issue? 

  To BBB and Booking.com.

  
  ****************** have logged complaints against us in possible fronts, booking.com as BBB already knows. Credit card company and Wyndham, all three agencies have sides with us.

  
  This is a baseless accusation and bogus attempt to get money back, After being in hospitality business for over 20 years we can not justify refund for services rendered. We will not be issuing any refund.  
  
  

  Kind Regards,
  General Manager.

  Super 8 by Wyndham.

  Ph: ************

  Fax: ************

  Centerville, IN.

   

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