ComplaintsforSuper 8 Motel - Louisville Airport
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Complaint Details
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Initial Complaint
03/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Here is the review I left on Google: "This is the worst hotel I've ever stayed and years ago I stayed at a motel in Evansville, IN that had its mattresses wrapped in plastic because it also offered hourly rates. No hot water in the shower. When I brought it to the attention of the front desk I was told to let the water run at least 15 minutes. I ran it for over 30. The room literally began to get colder. Tepid water in the sink is where I "bathed". Loose tiles on the bathroom floor. Ceiling in shower looked like if there was hot water, the steam would bring it down on my head. Maybe why no hot water. Vending machines were barren. The walls and doors looked like a wild animal had been trapped and tried to claw its way out. No trash can anywhere. The "Supervisor" was sporting a pistol on his hip. The bed was like a carnival ride, bouncing whenever I moved or rolled over and was weirdly low to the floor. No clock of any kind, I had to reach UP to put my phone on the nightstand. Sleep in a park or on a train station bench. Or get arrested so you can stay in a jail cell. Anything, literally anything, is better than this place." It was originally a 2 night stay, but I left after 1. They refunded the 2nd night, but I don't believe I, or anyone, should have to pay for these accommodations. I had pretty low expectations going in b/c I was looking for cheap lodging, but the basics were not even available and they underdelivered on my already low expectations. They really should be shut down and forced to renovate. Thank you, ***** ****** ************************ ************Business response
03/13/2024
BBB Case #: ******** ***** **** ** ***** ******** **** **** ** ********
Dear Contact:
Thank you for notifying our office of the concern filed by ***** ****** at the Super 8 property in Louisville, KY.
To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before March 16, 2024. As a company, we’re committed to delivering a great experience with every stay with us.
Thank you,
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.Initial Complaint
10/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to get a room,when I get up to the room a couple hours later i see roaches every where.i have multiple videos that is to much to upload.Someone right before me went and said somethin about the roaches and the lady even said she knew about them at the front desk but still let me check in with a bad environment full of health hazards..I am waiting my money back out of all this being I didn't even stay there past three hours.Business response
10/17/2023
***** ******* *** **** ** ******** ***** **** ** ***** ******** **** **** ** ********
Dear Contact:
Thank you for notifying our office of the concern filed by ******* ********* at the Super 8 by Wyndham property in Louisville, KY. To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before October 20, 2023. As a company, we’re committed to delivering a great experience with every stay with us.
Thank you,
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.Initial Complaint
07/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
******* ***** and ******* ****** checked into Super 8 on March 15th, 2023 and checked out on March 18th, 2023 due BED BUGS and LICE in the bed and other parts of the BEDDING area. At issue is with manager ******** ***** and property franchise owner management ****** *******, who have not refunded the full amount of $278.52 which is the balance due in which ******* ****** paid $974.82 for 14 days. After complaint #05778710 was made to Wyndham Corporate they asked for credit card receipt showing the full amount paid of $974.82. Afterwards on June 14th, 2023, refund credit of $487.41 was credited back to original credit card. Super8 management have not fully refunded the final refund for services not rendered in the amount of $278.52 which is the remaining monies due for ******* ******.Business response
07/31/2023
Hello Better,
BBB Case #: ********
Hotel Site #: *****
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ******* ****** at the Super 8 by Wyndham property in Louisville, KY.
Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s expectations.
We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the property’s management is responsible for meeting brand standards and for day-to-day operations.
After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
Once again, we apologize for any inconvenience this may have caused.
Kind regards,
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.Initial Complaint
06/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I checked out forgetting my CASH deposit because the girl behind the desk kept talking about anything to distract me. Roughly 3-4 hours I went straight back to get it. Then told I forfeit my deposit because I checked out without it. I didn't smoke in my room even though the place smelled a strong odor of pot. Several roaches seen. Everything in my room had cigarette holes in most of everything. I won't return unless it's to get my refundBusiness response
06/06/2023
*** **** ** ******** ***** **** ** ***** ******** **** **** ** ********
Dear Contact:
Thank you for notifying our office of the concern filed by ******** ******* at the Super 8 by Wyndham property in Louisville, KY. To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before June 9th. As a company, we’re committed to delivering a great experience with every stay with us.
Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.Initial Complaint
10/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This is regarding reservation ************* for Friday, 09/23/22 – Sunday, 09/25/22, 1 ROOM, 2 NIGHTS cancelled on Saturday 09/17/22, cancellation confirmation *************X. On 09/19/22 my bank account debit card ending with ***** was charged $510.68 by Super 8 by ******* Louisville Airport, **** ******* *******, Louisville, Kentucky 40213-2226, for this cancelled reservation. I have called and email this location trying to get this resolved and called ******* customer care **************, case number ******** as well. ******** (They will not give me a last name) who is the manager at this location and her manager *** ******* will not return my calls or reply to emails sent to them. When I do happen to get ******** on the phone, she will tell me she doesn’t have time to deal with me and just hangs up on me. I’ve even had ***** ****** ************, Branch Manager with ***** ******** Bank where my account was charged call and they treat her the same way. All I’m trying to do is get them to refund the $510.68 they charged me after I canceled this reservation.Business response
10/13/2022
BBB Case #: ********
Hotel Site #: *****
Customer Care Case #: ********
Dear Contact:Thank you for notifying our office of the concern filed by ******* *******. Please have the guest reply with a copy of their official credit card or bank statement showing the charges they incurred. For security purposes, please remove all personal credit card numbers from the statement. You may also fax the documents to *************
When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps. Also, please have the guest confirm the spelling of their first and last name, as well as their mailing address.
*******
Liaison, Customer Care
******* Hotels & Resorts, Inc.
Office: ************Initial Complaint
10/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This is truly a roach motel I have pictures there was roaches in the bathroom beds nightstand walls floors etc. the 1st night I had came in late after cocktails and felt something crawling on me but didn’t pay attention because I had been cocktailing the 2nd night came in early no drinking and me and ******* was watching movies felt something crawling on me brushed it off and fell asleep got up to use bathroom there was roaches in there we closed the door and laid down got up later turned on lights there was roaches all in room every where called desk several times before getting an answer at about 4am they offered for us to change rooms I figured the other rooms would have the same problem so I just packed and checked out this shorted my trip and also caused me to miss out on breakfast that was paid and provided in price I since have asked to speak to a manager they keep telling me she will call me back she never does and the tell me a time she will be there and when I call they say she is in a meeting this is ridiculous she could at least contact me back to address my concerns and off me some type of credit they said her name is ********Business response
10/07/2022
BBB Case #: ********
Hotel Site #: *****
Customer Care Case #: ********Dear Contact:
Thank you for notifying our office of the concern filed by ***** ******** at the Super 8 by Wyndham property in *********** **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. Customer Care has resolved the situation with the guest via Wyndham Reward points. Customer Care issued 30,000 points to the guest as a goodwill gesture. The guest will need to work with the property directly if they are requesting a refund. The guest may contact the property management team via telephone at (**** ******** or via email at *************@outlook.com.
*******
Please note our email address has changed. If you need any more information on this matter, please contact me directly at *********@wyndham.com.
******** Customer Care
Wyndham Hotels & Resorts, Inc.
Office: ************Initial Complaint
07/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
i stayed at this hotel on thursday the 7th of july 2022. after staying the night in a filthy, bloodstained, broken mattress, cigarette soaked room i woke up the next morning with over a dozen bedbug bites. the front desk dodged calls for days saying the manager would be available at different times and when i would call they were “never in”. eventually i got in contact and they assured a refund but days have gone by without seeing the evidence. they say they “investigated” and found no bedbugs but from the number of bites i received they have an entire infestation.Business response
07/12/2022
BBB Case #: ********
Dear Contact:Thank you for notifying our office of the concern filed by ******** *******************. Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.
- Confirmation number
- Exact address/name of the hotel:
- Under what name was the reservation booked:
- Date of arrival (exact date of stay):
- Room number:If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: ************Initial Complaint
05/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Booked none smoking hotel room for 3 people for 3 nights at "Super 8 by Wyndham" Louisville Airport, KY area for $1,027.17 Thursday May 5th of 2022 Friday May 6th of 2022 Saturday May 7th of 2022 Through "***********". Arrived to hotel around 08:00 PM - 08:15 PM. Checked ?? in for room #***. Issues with the room: *Hotel room smelled like cigarettes ?? smoke (none smoking room was requested) *Carpets were dirty and your feet would literally stick to the carpet *Shower was not functional! Requested maintenance guy at 08:30 PM for the shower issue. Maintenance guy showed up at 10:15 PM. By 10:45 PM he informed that shower issue can not be fixed! *Talked to front desk about the issue! Front desk stated that there is nothing they can do for me! There is no other rooms available, and in regards of refund I would need to talk to their manager next day around afternoon. Checked out of the hotel by 11:00 PM same night! *Next day their manager informed me that i need to requeste refund through "***********" since I booked through them! Official request was made through *********** and refund was denied! **Never stayed in hotel! **Hotel never offered similar accommodation/room with functional shower! **Promised refund but never did! Why do they charge me $1,027.17 for a room with no shower where we never stayed?!Business response
05/13/2022
BBB Case #: ********
Hotel Site #: *****
Customer Care Case #: ********
Hello:
Thank you for notifying our office of the concern filed by *********** ******** at the Super 8 by Wyndham property in Louisville, KY . To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before May 19, 2022. As a company, we’re committed to delivering a great experience with every stay with us.
Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
******
******** ******** ****Initial Complaint
01/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Upon checking in, and going to the room they assigned me too. It was in cleaned and OCCUPIED!! Dark hallways. Went back to front desk. Got new room and key Upon entering this room. No frig. No microwave. Chair broken. Toilet seat off toilet Door missing on tv stand Door had what appeared to be a kick-in spot on it. Phone was detached from wall and head set ripped out! Would not function. Door didn’t lock correctly!! Felt very unsafe!!! Lots lots more details but hard to put all in this. I honestly feel possible ***** *********** going on here!! If they cleaned this room, they should have never rented it out in condition it was in! That’s after going into first room that was dirty and believe occupied Poor lighting. Want others to be aware!! And hoping police authorities look into this place Thank youBusiness response
01/13/2022
Hello:
Thank you for notifying our office of the concern filed by ***** ***** at the Super 8 by Wyndham property in Louisville, KY. To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before January 20, 2022. As a company, we’re committed to delivering a great experience with every stay with us.
Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
******
Liaison, Customer CareInitial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
10/20/2021PRICELN*SUPER 8 BY WY Purchase of Goods or ServicesXX4979-$71.97 And the girl behind the counter took my 50 dollars cash deposit too and didn't return it! I was turned away because she didn't know how to access the hotels email to get my reservation from Priceline! And I was asked to leave 2 minutes later whilst priceline was on the phone trying to resolve the issue. I had 82 cents left in my bank account and I had to walk 35 miles home in the freezing rain! And they still refuse to give me my money back ! The night of the 20th OctoberBusiness response
10/26/2021
BBB Case #: ********
Hotel Site #: ??
Customer Care Case #: ???
Hello:
Thank you for notifying our office of the concern filed by ***** ******* Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.
- Confirmation number
- Exact address/name of the hotel:
- Under what name was the reservation booked:
- Date of arrival (exact date of stay):
- Room number:
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: ************Customer response
10/27/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[They want more information before proceeding so I'm sending the details they requested which I thought I had done with the attachments initially . When they receive these details and refund my money I'll accept the closing of this case/> Regards,
***** ******Business response
10/28/2021
BBB Case #: ********
Hotel Site #: 03586
Customer Care Case #: *******
Dear Contact:
Thank you for notifying our office of the concern filed by ***** ****** at the Super 8 by Wyndham property in *********** **. To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before November 3 2021. As a company, we’re committed to delivering a great experience with every stay with us.
Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: ************Customer response
10/29/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***** ******
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Customer Complaints Summary
12 total complaints in the last 3 years.
3 complaints closed in the last 12 months.