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:05/17/2024

  Type:Service or Repair 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.

  I made a 3 night reservation at this particular Super 8. ***** was awesome in helping with this. However, I couldn't make it there the first night of the reservation. Management at this particular site would not allow booking change (which was approved by *****) to not bill for the night there I didn't spend, but had to spend in another Super 8, of which I paid for directly. This results in paying for 2 separate Super 8 motels for the same night.Additionally and more concerning, the quality of the room is very concerning. My room had the bathtub backing up sewage, lights not working, countertops not attached, clothes hanging rack ripped out of wall, and shade cracked in half (pictures attached). I inquired about this as part of stay, and was told no accommodation or refund consideration by the desk staff. I had emailed and called Super 8 corporate customer service, who passed my concerns along to the same manager and she again refused to entertain any discussion about refund for the night I did not spend there (of which they were not at capacity, meaning I did not hold a room that could have otherwise been booked). She add because now the stay was complete she can't issue any refund (these emails came a few days after I returned home). Summarizing, management refuses to refund me for a service that was not provided at that site (1 day of booking) and the quality of the product for the remaining stay was below acceptable standards.

  Business Response

  Date: 07/25/2024

  Greetings:

  I truly am sorry to hear of your experience at our sister property, however there is nothing we can do to resolve your complaint. Referring to the confirmation email from Agoda you attached, the property you booked is the Super 8 by Wyndham Austin Downtown/Capitol Area. We are Super 8 Austin *********************. Furthermore, the pictrues are not of our property. 

  I do wish you a speedy and fair resolution.

  Kindest Regards,

   

  *********************

  Front Desk Manager

  Super 8 by Wyndham Austin North/University Area

  p: *************

   

   

  Customer Answer

  Date: 07/25/2024

  Complaint: 21725398
  
  I am rejecting this response because the wrong business was contacted--I submitted for the downtown one; so if the BBB has been continuously reaching out to the wrong site, we need to shift gears.
  
  Regards,
  
  *******************

  Business Response

  Date: 08/12/2024

  Firstly if you paid a third party the complaint should go them. Secondly i need proof that you booked the hotel here. If you stay here then you are trying to rip off the hotel by getting your money.  

  Customer Answer

  Date: 08/14/2024

  Complaint: 21725398
  
  I am rejecting this response because:

  1) The response is accusatory of me trying to take money from the hotel.

  2) I already outlined that I stayed at this place--I attached my documentation to confirm again.

  3) The response notes I should contact the third party--that was not the problem.  I outlined the case in the text of the issue.  It is as if the business responder DID NOT read anything in the complaint, and then became immediately defensive.  Summarizing 2 issues:  I was forced to pay for a room at 2 different Super 8s in the same town for the same night AND the downtown location site once I arrived was not properly cared for INCLUDING SEWAGE backup into the bathtub.  These issues WERE RAISED while I was on premise and dismissed, which is completely inappropriate.

   

  TY

  
  Regards,
  
  *******************

  Business Response

  Date: 08/14/2024

  I am sorry we cannot agree to refunding you. You stayed at the hotel and tried to cancel by not respecting the hotels policy and now using BBB to get involved.

  Customer Answer

  Date: 08/14/2024

  Complaint: 21725398
  
  I am rejecting this response because:

  I did not try to cancel the reservation.  I tried to refund for ONE of the nights that I DID NOT stay there.  And the amenities were not acceptable.  Sewage should not be in the bathtub.  I am looking for 1 night reimbursement--I paid ahead of time for a service that was then NOT provided.

  
  I also approached management on this BEFORE I went to BBB--management FAILED to address this issue, so issue was escalated.  I went through proper measures of escalation (Talked to employee on site, then called management, THEN went to BBB when there was failure to address a seemingly obvious issue).

   

  Regards,
  

  
  *******************

• Initial Complaint

  Date:10/02/2023

  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.

  I checked in around 3 p.m on 9/18. The office was overwhelmed and I had a concert I was attending. We quickly prepared and left but not before being interrupted by maintenance bringing a refrigerator I had not even noticed was missing yet. He of course disregarded my do not disturb notice and tried to enter while I was undressed. The most egregious issues were the visible s**** stains on the sheets, the caked on dust, the live crickets in the room, the horrible smell, the laughable claim that the room was handicap accessible, and the lack of even a working alarm clock. Many of these issues I did not notice until we were back late from the concert and exhausted. I have tried reaching out for a refund to no avail and feel the BBB is the best way to get a remedy at this point. I will also be contacting code enforcement should my refund not be processed promptly.

  Business Response

  Date: 10/02/2023

  We have gone ahead and refunded your money.

• Initial Complaint

  Date:12/15/2022

  Type:Customer Service 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.

  I'm a victim of domestic violence. I received assistance to stay at the super 8 in the middle of the night. I plugged in the landline in the room I was in 210 and made calls to #s police gave me. I was able to use the phone early in the morning, however it stopped working, even to reach the front desk (0) I waited in the lobby for assistance before ringing the bells in the very front entrance, as the regular button that sits on the desk wasn't there. I asked for help with the phone, the worker told me to press 1 then dial, i did as he instructed and when it still wouldnt work I went back to the desk, waited a few before pressing the buttons for assistance again. The Male employee Told me to stop pressing the button for assistance.. and because I myself didn't pay for the room i wasn't allowed to ask for help, I asked for a supervisor or a number to call and complain and he refused. There is a computer that they allow guests to use, I tried to get on it and the Male told me I was not allowed it, even though it's for guest use. He then got a cordless phone and proceeded to call the police on me saying I was stomping around (no I'm just obese ) I went to my room packed and walked to use a phone across the street at a different hotel. As I was leaving he was asking where I was going(not his business) I returned and once again tried the computer, this time the normal ring for assistance button was on the front desk...

  Business Response

  Date: 12/15/2022

  please advise what room number you were in as name dont match.