Corvallis Super 8 Motel

To Whom It May Concern, Thank you for your letter informing us of this guest's complaint. This guest had made a reservation approximately a month in advance, using a 3rd party online booking company, for a 3-night stay in s non-smoking room with 1 queen bed. Her reservation was an Advance-Purchase,...

non-cancellable, and non-modifiable, per the booking company's policies. The guest's credit card was charged by that company at the time of booking. Super 8 Corvallis was provided a Virtual Card to charge for the reservation. A Virtual Card is a credit card number that is unique to each reservation and is only able to be charged the specific amount for a specific reservation. Super 8 Corvallis was not provided with the guest' credit card number on the reservation, only the Virtual Card. Regarding this guest's experience at Super 8 Corvallis, she arrived at approximately 4:30pm and was checked into a room. Approximately 7 hours later, around 11:30 pm, the guest came to the Front Desk and stated she saw a flying bug, about the size of her fingernail, in the room. No mention was made of seeing multiple bugs and she was very clear with the Front Desk clerk on duty that it was a flying bug. The clerk on duty immediately offered a change of rooms, which was declined by the guest. The guest inquired about a refund but the clerk on duty is not authorized to provide refunds, especially regarding 3rd party reservations, and directed the guest to call the following morning, between 7am and 3pm, and speak with a Manager. The following morning, the Manager was informed of the situation. The room was immediately inspected by the Manager, Maintenance Engineer, and our Head Housekeeper. No evidence of bugs (flying or otherwise) was discovered. There was no further communication between the guest and Super 8 Corvallis and the reservation remained in our system until the scheduled check-out date, Approximately one month later, a phone call was made by this guest to Super 8 Corvallis inquiring about a refund. The guest was informed that, because there was no further communication from the guest or the 3rd party booking company about the reservation, Super 8 Corvallis had charged the full amount to the Virtual Card provided. The clerk explained that because the reservation was purchased through a 3rd party, Super 8 Corvallis is unable to override the dates and charges without permission from the 3rd party company. Since that never happened, the reservation was processed as it was booked. The guest informed the clerk about the email she had received, from an address at reservaiioncounter.com, stating a refund had been processed. The clerk stated that email address had no affiliation with Super 8 Corvallis, the guest's email address had not been provided to Super 8 Corvallis, and $207.39 was not the amount received for the booking as 3rd party sites charge commission. The clerk encouraged the guest to contact the 3rd party company the room had been purchased from to explain the situation and see if a resolution could be worked out between the company and Super 8 Corvallis. While it is unfortunate this guest had an unpleasant experience at Super 8 Corvallis. that is a downside to using a 3rd company booking site to make reservations. The property is not able to make changes and refunds without the approval of this 3rd party company. We always encourage all of our guests to contact the property directly to make reservations. By eliminating the "middle man", it is much easier and more efficient to handle room reservations, for the guest as well as the property. Thank you, Tony B[redacted], General Manager Super 8 Corvallis