Super 8 Escondido

Review: Husband sat on the toilet and the tank exploded flooding the bathroom. He turned off the water and informed the office. The office sent a maintenance worker who glanced at the tank and said he would clean it up after we left. We began packing. My 12 year old son went to the office and said he was from the room with the broken toilet and he needed to use the restroom. The office told him they only had bathrooms in the rooms. At this time I called the corporate customer cr. Corporate called the front office and eventually got my son into a bathroom. Upon checking out we told the office about our other disappointments- cold dirty hot tub, Luke warm to cold water with no pressure, arriving to a hot room every time we left because the air wouldn't stay on in summer, and fighting to get enough towels for 4 people/3 nights. The office person said we should not have called the customer cr and that we must have "sat back too hard" on the toilet and would have to pay for it. We exchanged words with the office and he asked us to leave. We left. He never had us sign anything and never said what he was charging us. On the ride home from CA to AZ I checked my credit card and there was an additional $150 charge on top of paying almost $100/night for 3 nights. I called corporate again and they informed me that Super 8 location was a franchise and corporate couldn't help until 3 days had passed. I have pictures on my phone clearly showing no impact or wrong doing on our part.Desired Settlement: We should not have been charged the extra $150 and clearly overpaid for our 3 night stay based on our accommodations and horrible mistreatment. My children were uncomfortable and upset they almost wet themselves after we paid almost $300 for 3 nights and were denied the use of a bathroom.

Business

Response:

Case # [redacted]

Revdex.com Of San Diego,

Guest check in on 06/13/13 check out 06/16/13 who had a rate of 69, 99, 99 was comfortable with our rates and the room they were givin, during their stay not once they mention to management of any inconvenience or concerns, around 8:30 am 6/16/13 guest came to front desk and let us know that the toilet tank exploded we told him to leave it as is when our maintananceman came in at 9:00am he will take a look at it, after our maintanance man inspected the toilet tank hefound that the tank did not explod the reason for the crack was because there was enough presure from somebodyleaning back that cause the tank to crack around 10:00am front desk got a call from customer supportasking us if there was a bathroom available for the guest son to use even though we were sold out we manageto find a room for him to use. At check out management let the guest know the reason of the crack and that his credit card will be charge 150.00 for the broken toilet the guest got very upset started yelling at the front desk staff. guest was wellaware of the responsability of the room and of the charge to his credit card we understand guest is upset but there wasdamage to the room, we hope that this letter explains the complaint from our guest, attach is a picture of the toilet tank taken on 6/16/13 if you have any questions feel free to call 760 747 3711 thank you [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not think the proposed action will solve my complaint because the business owner has offered no resolution and appears to have spent very little time or attention on this matter as indicated by their lack of using spell check before they send business correspondence. I will go through the business owners response now. When I made my reservations and agreed to pay $300 at this super 8 location for 3 nights I was sold a room with air conditioning, hot water, and a working hot tub. As stated in my original complaint, I arrived to a hot room with air conditioning that does not stay running, a dirty cold hot tub, and lukewarm water with no pressure. On Saturday 6/15/2013 I took my children to the pool/hot tub so my husband could have some alone time with his grandmother who is in hospice (the reason for our trip). When I realized we paid for something we were not receiving I called the "CUSTOMER CARE" number on my room key card. Mr. [redacted] is in error when he says a complaint was never made. I addressed all 3 concerns with "Customer Care" and it is documented with them. That "Customer Care" number is the same number I called the following morning when my son was denied a bathroom after the toilet tank exploded. Please let me point out Manager [redacted] acknowledges receiving this phone call from "Customer Care" in his response. I had to call "Customer Care" again because WE WENT TO THE OFFICE FIRST TO ASK TO USE THE RESTROOM AND MY CHILDREN WERE DENIED A PLACE TO USE THE RESTROOM until "Customer Care" stepped in. Manager [redacted] says the hotel was sold out, however the parking lot was not full and we walked past many rooms that were empty. It is not an acceptable excuse for bad customer service. I have asked around and nobody I know has EVER heard of "somebodyleaning back" so hard they cracked a toilet tank. I have looked online though and seen toilet tanks that have broken and exploded through no fault of any particular person, especially old toilet tanks on higher floors that need more pressure to move the water through the pipes ( we were on the 3rd floor). The tank exploded. In the pictures I took you can clearly see two triangles blown out of each rear corner and a crack running up the seam of the toilet. Manager [redacted] mentioned including pictures in his response, however I don't see them anywhere attached to his response. There is no impact on the back of the toilet tank where a persons back would rest because that is not what happened. Truth is the truth. We know what happened because we were there. What qualifications does this maintenance man have other than loyalty to a person who gives him a paycheck to feed his family. This company is a Franchise. Family owned and run. They stick up for each other because they are protecting their families pockets and in the process they are trying to make customers pay for things out of their control to keep money in their family business. The conversation at the front desk started out calm until we were told we were wrong for calling corporate "Customer Care." We were told we should have gone to the office first. I explained I was in the pool area, had my key card, and called because I saw the "Customer Care" number on my key card. I also said when we did go to the office first for my son to use the bathroom we were denied and had to call "Customer Care" anyway. Manager [redacted] is again in error when he says we were informed of the $150. We were blamed and told our card would be charged but never once was told the amount. BOTH parties were yelling. It ended when my husband said "You are a dirt bag business owner" and we were told to leave so we did.