Super 8 Motel

Review: I was double charged for my room. I have been in communication with both the hotel and their parent company and it has not been resolved. The parent company is no longer returning my calls.Desired Settlement: I would like the $130.12 extra dollars I was charged refunded.

Business

Response:

I have talk to [redacted] last time week ago that I have reverse the charge on her credit card back its sometimes take longer from credit card company to see that transactions time frame usually about 7-10 business days it takes might be longer depend on the credit card company. I think she called my corporate about it I told them same answer its on credit card company reversal is done from my end.Any further questions please feel free to contact me directly.Thank you & Have a Wonderful day !Regards,[redacted] (G Mgr)Super 8 - Roanoke

Consumer

Response:

I have reviewed the response offer 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.

This has been going on for three weeks. The last time I spoke with the manager I was told he would look into it and get back to me in 2 business days. That was over a week ago. Today I was told in an email the credit card autherizaion company the hotel uses missed charged me. Before today's email I was never contacted or instructed there was a resolution in place. I called visa and they called the hotel while I was on the phone and were told they don't see the double charge but visa clearly saw I was.This is poor customer service. I would say I have no reason to doubt the hotel found a solution to the problem but the failure in communication with me, the fact I had to file this complaint and call my card company makes me wonder if passing the blame is how this particular hotel operates.

Regards,

Review: I checked into this property on July 1, 2013. The desk clerk gave me the key to Room [redacted]. When put the key card into the slot the handle fell off of the door. I went back to the front desk and was given the key card to Room [redacted]. I checked into this room. After checking into the room a dog began barking outside of my room which continued on. I went to the front desk to inform the clerk that he needed to do something. He stated that all he could do was call animal control. I asked him to do so. An hour later the dog had not stopped barking so I went back down to the front desk again to inquire if he had contacted animal control and he stated that he had not because there were customers at the front desk that he had to help first. I went back to the room and after inspecting the room I noticed gnats flying around the room and that the full-length mirror on the wall had the nose prints from an animal that was previously in that room. I immediately called the 800 number for La Quinta and spoke to a person in the reservation department as corporate was already closed. I explained my situation to her and advised her that I did not want to stay there because the hotel was filthy. She understood and got her supervisor involved. I asked her if I could get my credit card credited to which she replied that I could. I then removed my belongings from the room and placed them in my car. I went to the front desk and asked the person behind the desk to get a credit issued and they refused. I called the 800 number while I was standing at the front desk and spoke with another individual who then called the front desk and talked with the desk clerk. The person with reservations then came back on the line and said that they would start a dispute case on my behalf. La Quinta wanted to issue a certificate for a free nights stay which I refused because I will not stay with La Quinta again after this incident. This is not the first time I have had a problem with a La Quinta Hotel, but it is the last.Desired Settlement: I did not stay at this hotel and I want my account credited in the amount of $81.36. I would also like the [redacted] to inspect this facility because it is filthy. Not only are rooms dirty, the lights that are hanging on the wall behind the front desk are also filled with dead bugs which indicates to me that the property is not cared for at all. These items need to be addressed for people that will stay there in the future.

Review: I stayed at Super 8 in Costa Mesa CA 7/2/15. The air conditioner and TV were both broken. I called the GM on duty (he refused to provide his name). He said that he would need to enter my room each time I wanted to turn on the TV . He entered. I indicated that the room was in a shamble and that I would call corporate. He said: we are not a part of Super 8 or Wyndam : I can do whatever I want to you. I am a single woman. He said this while standing in my bedroom. I no longer feel safe here. I will call American Express and dispute the charge. This aggressive and inappropriate manager has triggered my PTSD because his hotel is in disrepair. Please intervene on behalf of all single women who stay at this Super 8.Desired Settlement: I want to protect all single women from this Super 8 employee.

Business

Response:

Hey [redacted],

Review: I checked into the super 8 hotel late on a Saturday night. The lady at the front desk asked me how many people were staying in the room. I asked if it's more if there's more than two people she said yes. I said well then I only have two people. She said well I can see that there are four people but I will let it slide tonight and only charge you for two people. I said okay thanks. The total charge was $56.62 for the night. The next morning I called and asked for them to bring towels to the room. They told me they wouldn't bring them that I would have to come pick them up. I told them I wasn't okay with that, i'm a guest at a hotel they should be able to deliver towels to the room. She said it was policy so I told her to have the housekeepers bring towels if she wouldn't. She then hung up on me and I didn't get any towels. Then the manager called the room and said since I am rude she is no longer going to hold to the agreed upon price of $56. She said she was now going to charge me for all four people in the room. I went to the front desk to get this resolved. They wouldn't hold to the agreed upon price of $56.62 and I was charged an additional $20. This is not okay, the price I had signed for and agreed to pay was $56.62.Desired Settlement: The desired outcome of this issue is a refund of all charges to the credit card

Business

Response:

This guest checked in at 10:36pm advised front desk that only 2 people would be occupying this room. When in fact 4 people had occupied this room. Mr. [redacted] informed front desk that he wanted to extended his stay another day in the morning, our check out time is 11am. He called a few minutes later demanding (4) more towels, Mr. [redacted] was advised he could wait for housekeeping or come to front desk & pick up towels, company policy for safety reasons front desk clerks are not permitted in guest rooms. He then proceeded to use inappropriate language with clerk. As a courtesy we only charged him $20 for a late check out usually it is a full day charge. He checked out at 1:16pm Aug 10 & was rude & disrespectful to the front desk clerk. The $20 charge was not for 4 people occupying the room it was for late check out. As a courtesy we will refund $20 back to Mr. [redacted]s Visa card ending in [redacted].

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was staying at the rodeway inn buena park on 6/21/2014.My vehicle was vandalized in front of said business,window was broken out, my camera was stolen.Business has video surveillance cameras in parking lot but claims they did not see anything.I have contacted the manager/owner with my concerns but he was not willing to resolve the situation.I have contacted choice hotels guest relations and they told me they contacted the owner/manager and were told that an email and letter was sent and neither was received.Desired Settlement: I would like reimbursement for the damages.

Business

Response:

NEAR MAINGATE KNOTT'S

7930 BEACH BLVD. BUENA PARK, CA 90620

Phone # [redacted]

TO,

Revdex.com. 10/17/14

( complain #[redacted])

Dear Madam/Sir

Whatever happened to her was not good and it happened at our place , we feel very bad about it . We are very sorry for that.

We are a economy motel , we don't have resources to hire security guard to watch every movement.

Security is a combine responsibility , we need to be little more vigilant , law enforcement need to more stricter, and the customer should behave more responsibly too. Any AAA office will tell you , keeping valuable on the seat of a car is an open invitation to burglary. We live in a real world we need to be more practical and less blame others. We are not liable for her loss but still we refunded her money for one night's stay.

truly,

Review: I called to make a reservation for a 3 night stay in the Great Falls Super 8. I was satisfied with the service getting the reservation but found out later that they had already charged my credit card even though I had a month before we would stay there.No one had informed me that an early charge would be made. When I called to check on it, I was told that it is their 'policy'. Well, should they not inform the client that their credit card would be charged immediately?This is the first time I have encountered such a practice. How can we protect ourselves in the future?[redacted][email protected] Settlement: Answer my question. Respond to e-mail address, please and thank you.

Business

Response:

To whom it may conern:

I have looked up Mrs [redacted]'s reservations and she has 2 reservations for July and she booked them through a 3rd party called expedia she did not do them directly through us and that is why she has already been billed. If she checks her email she will find not only a receipt but all of their contact info and probably a little more info about how it works. As it is a 3rd party company we have nothing to do with it because she pays them and then they pay us at check out time she will have to call them if she needs to cancel or alter her reservation in anyway. As much as people would like to blame us for the problems that occur when booking through these 3rd parties we have nothing to do with them so agin if there is anything I can do please feel free to contact me but there isn't much I can do when it comes to these reservations. I hope I was at lease some sort of help and answered her question.

Thank you

Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9585040, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

6.24.13

If you will go to www.super8.com, the phone number that I called is shown on the upper left side of the page.

I called that number, naturally thinking that it was a Super 8 phone number. This is shown: "Super 8Book online or call us: ###-###-#### | Contact Us| Customer Care| About Super 8" How am I to

know that the phone number is "Expedia" a third party?

Again, the reservations are ok, I am complaining about charging my account a month ahead of the reservation. I do not expect to be charged for a service not yet received. I did not give permission for such

a charge and was not told that it was the policy to do so.

Thank you.

Review: My partner, baby and myself stayed at the Cassia hotel 8/28/15 check out Saturday at noon and check in again 8/30/15. On 8/28/15 we found a cockroach and reported this in the morning. Then on the morning of 8/30/15 we found bed bugs and told the front desk, we were refunded only 20% due to the inconvenience of the bed bugs an because the manager was not available. My baby an I have bed bug bites on our bodies, not only are these uncomfortable, but it's disgusting. I have left several messages for the manager Mr. [redacted] but every time he is not available, on vacation, or he might come in.Desired Settlement: I am asking for a full refund for both dates I stayed at Cassi Hotel.

Review: I booked a room at the Super 8 hotel which is now called Knights Inn. It was the worse experience that I have ever had at a hotel. The office staff was very careless and were liars. I made it to the hotel around 7 checked in and was given room 214 a double. When I got into the room it looked decent for the price. But the look was just the look. When I walked into the restroom there were roaches everywhere. In the bath tub on the floors , walls , in the bathroom sink and crawling around the beds and there were roaches in every drawer. I immediately picked up the phone to call the front desk and ask them for a different room. The phone was broken so I had to literally hold the phone cord in the handset to speak with the front desk. I advised them of the issue and they said they didn't have anything else available and they would send housekeeping out. I was unaware that housekeeping handled pest issues. I was afraid to open any of my bags in fear that I would take unwanted guest . No one ever came so I got 2 hours of sleep because I watched my spouse while they slept to make sure there wasn't any bugs crawling on them while they slept and after they napped they watched me sleep. What a horrible ending to a great weekend. I will never do business with this company ever again in any state. They wouldn't even give me any money off my rate. This place should be reconditioned or torn down as they are violating health code. There was also mold around the ac unit and in the bathroom. Please help...... I was so glad when the next day came so I can go back home to Texas. I was officially over JERSEY because of the horrible service that was received.Desired Settlement: I need a heavy billing adjustment or refund as this 24 hour stay has completely ruined my 5 day vacation.

Review: Upon arriving for check-in, the motel had a newly posted policy regarding cannabis use and possession on their property. I have stayed at this motel a few times in the past, and never had a problem possessing cannabis for my medical marijuana prescription. The new policy stated that use and possession of cannabis was not allowed on their property. As per the policy requirement, I did not use my medical marijuana on their property. After checking out, I discovered a $100 cleaning fee was added to my bill. I reserved the room online, as I had done in the past. The new policy regarding cannabis use and possession was not made known to me until after I arrived for check-in. When I called the motel, they informed my that I had violated their policies and therefore was subject to the charge. I told them I had not consumed marijuana in the room, or on the property. They told me too bad. The charge was not reversed!!Desired Settlement: I feel this fine was levied against me unjustly. I did nothing in the room that required a $100 cleaning fee to be assessed.

Business

Response:

Please see attached.

Review: On Thursday April 9, 2015 at 12:00am I notified the office staff that the alarm clock in the empty room beside me was going off. The office staff said he would have the maintenance man take care of it. 30 minutes later the alarm was still going off and I called down to the office. He said that the maintenance man did not know how to work the alarm clock so there was nothing he could do. After an hour of listening to it, I finally walked to the office and told them to program a key so I could unplug it. The man in the office said that the maintenance man had just gotten there, but he was eating. I told him that it was 1:00am and I needed to sleep. I was finally given a key and I had to take care of the problem by myself. Once that problem was settled I called down because the room on the other side of me had their T.V on FULL volume. No action was taken and at 4:30am they finally turned off their T.V. I have tried to contact a "manager" twice and no one has responded. When I call they tell me "The manager is not in yet."Desired Settlement: I would like them to give me a refund for that night since I was unable to get to sleep until 4:30am. I also feel that it was not my responsibility to take care of the problem that I had called about.

Review: I stayed at that hotel from 11/6/2013 to 11/10/2013. The first room I got had not working bath tub and leaking toilet. When you I flushed it, water was all over the bathroom. They relocated me. The second night the lock in my new room got broken, and I got locked out of my room with all my belongings till 2:30 in the morning (having to wake up at 7am). I haven't had a chance to talk to the manager while I was staying at the hotel, because I was leaving early and coming back after manager was gone for the night. Front desk assistant, who was trying to help me to get into my room said, that he is going to report the issue to the management. I'm trying to reach the manager of the hotel for couple days already, but every time I call, I end up being on hold for about 10 mins until I hang up. The employee, I spoke on the phone with, said that manager told her that nobody reported the issues, and that means that nothing happened and they are not going to do a partial refund of my money for the inconvenience. And, additionally, I requested non-smoking room, but both of the rooms were smoking rooms.Desired Settlement: I do not demand the full refund, but I think that the half refund would be a fair settlement.

Business

Response:

Refund will be given for half the stay which was charged to expedia c/c $174.50. Expedia the third party would be responsible to credit the quest c/c.

Total charged by the hotel was $ 349.00

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I spoke to Expedia, they confirmed, that hotel authorized a refund. However, I didn't receive it yet. I wanted to accept the response after I receive the refund, but it might take up to 15 days, so I'm accepting it now hoping everything will go as it suppose to.

Regards,

Review: I had set up a rate of $64 a night for my work group to stay at this hotel with one of the managers. We agreed on the rate and we book about 14 rooms for a month or more. After looking at our bills, most of the guys received the correct rate but for some reason my room was being charged $74 a night not including tax. When I confronted the desk about the problem, the girls advised me to speak to the Manager. ([redacted]) I tried for over a week to speak with her but was unable to catch up with her. The other girls working the front desk told me that they were told to tell me that nothing could be done for the 17 days that I was over charged but they were able to fix the rate from that day on. It worked out to be 17 nights that I was charged $10 a night plus tax extra.Since [redacted] wasn't getting back to me, I decided to email her. In the 3 emails I sent, I attached a few reservations showing the rate. One of which was my reservation and she still didn't reply. The reservation clearly showed that I was to get a room with 2 queen beds at $64 a night.Today I was able to speak to her and explain everything. She tried every excuse to go out of her way and not credit me the $170 plus tax. She said she couldn't change it because I signed a paper on check-in that said it would be $74 a night,(I never signed that so that was the first lie) she tried to say I told her I wanted the government rate but wasn't a government employee, (another lie because I have the credentials to get the government rate and even showed the girls at the desk) and she went on to make one excuse after another but I continued to have the proper documentation. The crazy part is, all the employees at the super 8, like my work group because we don't cause any problems and even after getting them all these rooms booked for them, she refused to do the right thing and credit me what I was over charged. I tried and tried to give [redacted] the chance to make it right but she refused. she was childish and shouldn't be running a businessDesired Settlement: I would like to be credited the $170 plus tax and it would even be nice to get points or a couple free nights stay for all the time I have had to invest. (Hours) And to avoid someone else having a similar experience, I would rather one of the other girls in charge. They all made it clear that if allowed, they would have fixed the obvious error.I still have the legal and binding reservation with the rate listed on it. Unfortunately, [redacted] didn't care. It's as if she wanted to over charge me.

Review: Most of the staff does not speak English. My fiancee was sleeping in our room with a "do not disturb" sign on the door. A hotel worker loudly banged on the door until my fiancee opened it. In severely broken English and in a very rude manner, a worker told my fiancee and our 3 year old child that they need to get out of the room so they can clean it! My fiancee told her that her and our son were sleeping and that the boy was not feeling well. She told her that it was 1:30 pm and no time to sleep! Whether the "do not disturb" sign is displayed or not, she came in the room daily! I even informed the lady that I was a disabled veteran and need to relax, she did not care and stated that she was coming in no matter what. Sheets were not replaced untill several requests later. They also took a personal pillow of ours and upon request to get it back I was told "I dont speak English"! I traveled a lot for the military and never have encountered such a rude staff anywhere. Family and I left the hotel one day early as we could not stand it anymore. We stayed at the hotel for 8 days.Desired Settlement: Train the staff manners.

Business

Response:

October 4. 2013

Dear **. [redacted]:

Thank you for the letter I received in the mail concerning **. [redacted] complaint. **. [redacted] had a 2 day reservation starting Sept. 12, 2013 (please see attached folio with the conformation number [redacted]). He later made a reservation through [redacted] Travel Agency, beginning Sept. 14, 2013 with a departure date of Sept. 21, 2013. (Please see attached folio with the conformation number [redacted].

[redacted]. [redacted] complained that most of the staff does not speak English. That is not true. Only our housekeeping staff does not speak English but they do understand English.

Secondly, referring to [redacted]. [redacted] complaint about a hotel worker banging loudly on the door, we would like to explain that before our hotel worker knocked on the door, the front office called them and requested that we needed to clean the room at least every other day. The room had not been cleaned since they checked in which had been 4 days, due to the fact that [redacted]. [redacted] had a do not disturb sign on their door. The reason the rooms need be cleaned at least every other day is because we have to think about other guests who check in after they leave. She was also putting the trash outside the door, on the walkway, which attracts rodents and does not look good.

We did ask [redacted]. [redacted] to step outside her room around 1:30 p.m. while the housekeepers cleaned their room. Because of the liability insurance, guests are not permitted to stay in the room while the housekeepers clean the room.

By Super 8 Franchise Agreement, we have to log each and every event on every shift which is mandatory. Our log shows only one note, during their entire stay. On Sept. 12, 2013, our night shift person reported that they requested one extra pillow. There is no truth to her statement that we took her pillow because we use our own pillows and not someone else’s pillows in our rooms. Why would we keep her pillow?

**. [redacted], we just want to let you know that whatever she said in her letter is not true except the part about speaking English. If **. [redacted] was disabled then why was he not in the room most of the time? Whenever the housekeepers had a chance to clean the room, they did change the sheets. If she is really worried about the sheets then why did they have a do not disturb sign on their door the entire stay? Also, **. [redacted] did stay the entire time. They did not check out one day early as they stated in their letter.

During their entire stay we never got any complaints from them nor did they mention to us that he was disabled or that the child was sick. The question that I don’t understand is, if **. [redacted] wras so unhappy with his stay here, then why did he make another reservation through [redacted] to extend his stay with us?

In their complaint letter (under the title Complaint Background on the second page of the letter) it mentions that he talked to the company on 9/9/13, 9/17/13, and 9/18/13. My question is, why did they call on 9/9/13 when they didn’t check into the motel until 9/12/13? We never received any call what-so-ever from him.

Please let us know what we can do to resolve this matter. I do not feel a refund should be given because we did nothing wrong. We feel that they are the ones who created their own problems.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I am currently staying at the Super 8 motel in [redacted] PA on [redacted].

Upon checking in, it was realized that the bathtub in the room was dirty. I asked the front desk staff to have someone clean the tub and was informed that "all the housekeepers have left". She did search for one and according to her she found one that would clean the tub. We went for dinner, came back and was told that the tub had been cleaned.

When entering the room, it was noted that the tub looked the same as it did when we first got there. When bringing it to the attention of the front desk staff again, we were told all the house keepers had gone for the day. The front desk staff than said if I wanted it cleaned she would bring us some stuff so that we can do it ourselves.

She brought us the cleaning solution and we had to clean the bathtub ourselves.

Why is this appropriate??? I am paying to have a clean room and it should be nothing less. If it for some reason is not cleaned I should have staff willing to make it presentable for me. I am totally disgusted with what I have encountered and will never again say at a Super 8 motel.

Business

Response:

August 22, 2013

To Whom It May Concern,

We are very sorry that the guest was not happy with his room. The room was cleaned by our staff prior to his arrival. The housekeeper was sent down to reclean the bathtub. Our housekeepers were done for the day and did leave after finishing their rooms. The tub was clean when they returned from dinner.

Some of our tubs do show some scarring from use and age. They are cleaned everyday before our guests come in. We have an excellent reputation for our clean rooms and customer service.

We are sorry for any inconvience this guest encountered.

Sincerely,

Owner\Manager

Assistant Manager

Review: This motel advertise that they have microwaves and refrigerators in every room which is a lie. Every time I come here they put me in a room without a microwave but most of the time they move me to another room to honor the request, until yesterday. I paid $232.70 for three nights and the front desk attendant was rude, not helpful when I asked to be moved to a room with a microwave. I contacted their customer service line and they assured me that one will be placed in the room before I get back there. That was on October 25 @ 3pm. I arrived back at the motel that evening and nothing was in there. I then went back and they told me they would move me on October 26. I get a call this morning telling me, oh we can't move you until tomorrow but I am welcome to come to the front desk and use the microwave. I didn't pay that type of money to continually go out my room in the cold to heat up food to which when I get back it's cold again. This is false advertisement. I want what I paid for and what they advertise and if they can't deliver then I want my money back.Desired Settlement: I want at least half my money back. I will not be coming back to this place ever again.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,