Super 8 Motel-Wausau

We never promised to *** that we will honor that certificate*** is my Assistant General Manager and *** was aware that *** booked the room through a Travel AgentSo she
let *** know that she has to contact the General Manager on the day of arrivalWhen *** arrived in the evening she presented the certificate to *** and *** mentioned to her that Nick is not available until next morning.
On Friday morning when I arrived the hotel I reviewed the reservation and after seeing the reservation I called *** in the room and left the message that as this reservation was booked through Travel agent we will not be able to honor the gift certificateThen around 9:pm I received the email from *** saying that *** promised her that she will honor this certificateWe did let *** know that *** never promised she mentioned that she need to talk to the General Manager as it was my decisionWe did let *** know that if that reservation was booked through hotel we would have change the Thursday night to $but as it was booked through the travel agent nothing can be doneWhen *** called the SuperCustomer service, they also mentioned the same policy and even showed the proof that the reservation was booked through the travel agent.
In conclusion, we will not honor the gift certificate for that reservation
Thank you,
*** ***
General Manager
SuperWausau, WI
*** ***
*** ***
*** ***

Review: I called into the the [redacted], Super 8's number that they had listed for me to call, I called in to reserve a room for 2 adults in 1 room. I talked to a lady, she reserved 1 room for 2 adults under my name and gave a me a confirmation number and had an email send to me for that reservation. She said it would cost me $64.88 plus tax would be charged to my card when I checked in at the hotel and that I couldn't cancel anymore.

Once I arrived at the hotel the lady at the front counter asked me, "Did you reserve 2 rooms under your name" I said no I didn't. I reserved 1 room for 2 adults under my name. She said that the 800 number I called must have double booked me. I said thats okay, I just won't pay for the second room. She said she would have to charge my account for both of the rooms but the second room would be credited back to my account within 3-5 days. I said I think that should be okay, not thinking exactly how much money I had in my account. As I went back to my room I checked my account, I had over drafted my account because of them over booking and charging my room plus an over draft charge.

The next day as I was checking out I told the front clerk about my situation. She then later told me I would have to contact the General Manager [redacted], as he was the only person who could reverse the money to my account.

The next day I contact [redacted], he didn't answer so I left him a voice mail. Today, October 22nd, I got ahold of him. He was extremely rude to me and told me he can't do anything for me. I would have to call back to the 800 number since they were the ones who messed up and double booked me. Then right after I called back to the 800 number and talked to someone at the Customer Service and she said she couldn't do anything for me because she had no accounts for the second charge. She told me she could file and have the General Manager, [redacted], call me back and figure everything out.

I am just very aggravated that I keep getting the run around from the company in every way. Why can't they just take money off of my room to pay for the over draft charge.Desired Settlement: I want them to refund $35 dollars to my room for the over draft charge and more money off my room for the run around and how rude they were to me.

Consumer

Response:

I have not heard back from The Super 8 Hotel about my complaint. I have not been in contact about them since I reached out to them days after the stay.

Sincerely,

Sent from my iPhone

Review: I won from a local radio station a 2-night stay Gift Certificate at the Super 8 Motel in Wausau, WI. I carefully read the terms of the Super 8 Gift Certificate and it was for a "Sunday-Thursday stay" which I understood. I decided to go online and see what availability was like with this Super 8 in Wausau and went directly to their website. I thought it might be wise to go ahead and book the room, plus one additional room. There were five of us. Me, my husband, my teen son, and 2 of his friends. I then called the hotel directly to make sure what I had booked was in terms of my gift certificate that I had won. I spoke with "[redacted]" at the front desk and told her I had already booked a reservation online and told her I had this gift certificate to use for it and read her the certificate in full and asked if what I had booked was OK in using this certificate for our Thursday night stay. She said "yes" and "to bring the certificate with you at check-in and she would put a note in our reservation file."

When we checked in, I gave the front desk gal my certificate, signed our paper work for the rooms, and she said she would give it to the manager. The next day, 24 hours later at 9:30 pm, I received a phone call from [redacted] at the front desk saying that she would like to talk to me about our room. I proceeded to the front desk and was told by her that the manager, Nick Patel, would not honor our Gift Certificate because it stated "1 Queen Size Room" and we had 2 beds in our room! I was shocked and in total disbelief that he was not going to honor this certificate because we had one too many beds in our room! I was given his business card and was told to contact him with any questions. I immediately went back to my room and emailed him. I told him I had this room OK'd by "[redacted]" when I made my reservation and explained the circumstances. I said that the Certificate states "1 Queen Size Room" and makes no mention of how many beds! I told him if I knew that we would have had no problem to have been given one queen bed as it was only me and my husband in the one room. Our emailing continued and then he decides to NOW tell me that my reservation was made by a travel agency and he still could not honor it. I told him I didn't know what he was talking about and that I made the reservation personally on their website and followed up with [redacted]. It was like he was trying to think of any excuse possible to not honor that certificate! I had been most friendly to him regarding this until my last and final email. I told him I was now going to take this to the next level with Super 8 Corporate, contact the Revdex.com, Wausau Tourism, put in my reviews at Trip Advisor, Travel Buddy, etc. and contact the local radio station where I won the Gift Certificate.

At one point, I had only asked him to comp one room for the one Thurs night for a total of $65 and I would be happy with that since it did say "Sunday-Thursday stay" and he still would not do it. He was being simply ridiculous and totally unprofessional. I hope you can understand my frustration here. I still have this Certificate since we had to pay for our 2 rooms in full for 2 nights and surely will not be using it with this jerk of a manager! I have written the CEO and VP of Operations with Super 8 and explained this situation. I have no idea if they will do anything about it, but it gives me satisfaction knowing I tried. Our whole point of going to Wausau was to make use of this package that I won with B103. I found this whole ordeal to be a "bait-and-switch" tactic to get us up there and stay and then not to honor the certificate and then we had to pay.Desired Settlement: I would like for him to honor what I initially asked for per my Gift Certificate that I won and of which he personally signed: A One Night stay (for our Thurs night) and that I would forfeit the 2nd night because it did not fall within the (Sun-Thurs) period as per the restrictions of the Gift Certificate. The cost for 2 nts was $127.53 so half of that (for one room) would be $63.76 including taxes.

Business

Response:

We never promised to [redacted] that we will honor that certificate. [redacted] is my Assistant General Manager and [redacted] was aware that [redacted] booked the room through a Travel Agent. So she let [redacted] know that she has to contact the General Manager on the day of arrival. When [redacted] arrived in the evening she presented the certificate to [redacted] and [redacted] mentioned to her that Nick is not available until next morning.