Super Eight Motel

This gentlemen checked into the hotel on a full capacity and was informed that the only room available was a smoking room, he agreed to take the roomHe did request to checkout after he used the room and was in the room for over hoursHe called me and demanded a refund as I tried to explain to him after you use the room for a length of time it can not be put up for resaleThis guest knew it was smoking and chose to take it, he kept the room for over hours before deciding it smelled of smoke, rooms are cleaned and ionized dailyThis gentleman called me demanding the owners number and stated that he would put bad reviews on every website and all over the internet and call corp office if I did not refund his moneyAgain, I tried to explain that had he left the room before using it or staying for any period of time, I would have been able to do so, but after the bed and bath are used I am unable to give any refundI apologized and he hung up on me[redacted] ***General ManagerSuper 8, Mattoon, Il

Complaint: [redacted] I am rejecting this response because:I asked if the rooms were not overwhelming with smoke and was told no When I went in the room I tried to make it work but the smell was extremely overwhelming Also on check in, they had a rate of $per night advertised on the internet They would not honor it, see other reviews about this The gentleman offered me corporate rate, and when I checked out, the rate was not there and they charged me full price I have stayed in smoking rooms before, and it was fine This room was extremely bad and made me ill How that can be acceptable is a disgrace [redacted] the manager was rude, and had a "don't care" attitude I wanted to speak to the owner and she refused I will also be contacting the attorney general if this is not corrected with a refund This is a unhealthy situation that should of been just refunded as good business [redacted] is not customer friendly and has no care at all Was quick to say no refunds before even hearing my issue I would like a refund, or at the minimum the online rate of $that they advertised and refund me 1/my money back I also want the owner of the establishment to call me, which I have made a call to Senator [redacted] , friend of mine, to get this info for me

Complaint: [redacted] I do not agree with her version of how the event transpired. I NEVER attempted to leave without paying. I had walked about 30 feet down the hallway to my Granddaughter's room to have her read the phone number off the back of my credit card so I could call Capital One. Nothing more. That's when she called the local police. Who, by the way, actually made the comment "Obviously this Gentleman is not attempting to leave without paying" and then the Officer left the premises. It is all now a mute point as everything has been taken care of and all credits have finally been processed. Although I still do not approve of their method of handling this event; it is now resolved. Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:*** is not being truthful. They know EXACTLY when I checked out. It was less than hours of being there. They fraudulently charged me more for the room and it was totally disgusting. See the attached (only a few) of the reviews online that confirm my exact concerns. The room was disgusting and it made me physically sick. My clothes wreaked like an ashtray. They have the checkout time on the receipt I signed when I checked out. All Lies. I want a refund

To whom it may concern: regarding the complainant, Mr*** ***. I have spoke with Mr*** on numerous occasions and am at a loss as why the actions on his card have not been madeI first talked to Mr*** at checkout from the hotelHe gave me a credit card that had
declined as it had enough for the preauthorization hold onlyUpon explaining to him about the hold and that the hold would be released as it was not an actual chargeHe informed me that was not his problem and I could retrieve my funds to actually be charged when the preauth amount fell offI tried endlessly to explain that I could not check him out with a balance and the computer would continue to charge him until I could check him outHe informed me that was my problem and started to leaveI tried again to explain but he was not going to listen to my excuses as he statedI was forced to call the Mattoon Police Deptto resolve this issue. When the police arrived I explained to them what was going on and Mr*** stated “Really, you called the police” the officer then explained to him that I had been given no choice as I was stuck in limbo unable to check him out of the system with a balanceMr*** then explained the reason for his visit and I apologized for the issue and for him please to go ahead and do what he must that I would try to take resolve the problemHe stated that he wanted to get me squared up and that he was sorry for being rude the issue was not my faultEverything from that point was fine as I just wanted him to be able to get on his way and without further instanceWe did finally resolve and he leftI then received a call on Saturday but am not at the property on the weekendsI called him back on Monday when I got to work and found my call sheetsHe stated that the wrong card was charged and that it was his debit card and he needed that to be changed to another card, I made the changes and told him that I felt terrible for the issues at checkout and was giving him a credit for one night and giving him the night freeI again apologized for the issues and told him that if there were any further issues not to hesitate to callI did receive another call from Mr*** stating that his card had not yet received any changes to his cardI explained that it may take a few days and sent him the paperwork showing exactly what had been done in detailI also explained that the bank would have to be the one to make these changes as it was now up to themHe stated he called that bank and they said we had not made changes and he was being charged not once but twiceWhen he called yet again, I explained that he had the detailed sheet of charges and changes and the bank needs to make the adjustments and may call me if there are any questionsI have received a calls from Wyndham Corporate Offices, the State Reps office, and now from your officeI am uncertain what has occurred with this guests card and why the bank will not make the changes and credits we have given himHis total stay for both nights totaled at $but s you see on his checkout sheet (folio) he was given a credit for one night and only charged one night of $66.42, as a sincere apology for the issues at hand. Please see that attached folio for detailed documentation *** ***, General Manager

We here at super Perryville take great pride in what we doWe cannot express enough how displeased we were with Mr*** experience at our propertyGuest satisfaction is all we care about at our hotels, and will do anything at all to accommodate our guestIn this case, Mr*** checked
in at approximately 3:30P.Mon 9/17, to a room that was mistakenly set to "clean" in our property PMS systemOur front desk clerk made an honest mistake, which we take complete credit forUnfortunately, the day in which Mr*** experienced the incident, management was not available at the property, but was available by telephoneThe front desk clerk on duty did the correct thing by contacting management and letting them know what was going onMr***'s room needed to be vacuumedMr*** did not bring anything to our attention regarding towels, as we have a strict housekeeping procedures in place to ensure that all rooms are cleaned exactly the same, each time, every timeMr***'s was not asked to leave his room, and had his floors cleaned within minutesOnce I became aware of the severity of this situation, I immediately have tried to call the phone number provided to me by staff for Mr***When I pulled up his conformation number, it brings up four rooms under the name of *** ***I am waiting on a phone call back from Mr*** to find out which room was his, and who paid for the roomOnce being able to determine these statistics, I will be more than happy to provide a complete refund for this guestAgain, we take great provide in our hotel, and wasn't nothing more than 100% guest satisfactionWe understand that is not always possible, but we can try, each timeWe appreciate your cooperation with helping us resolve this issue

See attached

Mr. [redacted] signed a registration card at check in. I cannot provide a checkout time as he was not checked out until after audit. I feel he is going to continue to push this issue because he feels that in doing so, the parties involved will refund him. This is not the case. Mr. [redacted] knowingly checked into a smoking room, used the room and then decided he was finished with it and wanted a refund. If this room bothered him as he stated, then he would have checked out immediately and I would have had no problem refunding him. He did however, use this room until he was finished and then demanded a refund. I am not sure what documentation I can provide beyond the registration card he signed at check in. [redacted]General Manager

This gentlemen checked into the hotel on a full capacity and was informed that the only room available was a smoking room, he agreed to take the room. He did request to checkout after he used the room and was in the room for over 2 hours. He called me and demanded a refund as I tried to explain to...

him after you use the room for a length of time it can not be put up for resale. This guest knew it was smoking and chose to take it, he kept the room for over 2 hours before deciding it smelled of smoke, rooms are cleaned and ionized daily. This gentleman called me demanding the owners number and stated that he would put bad reviews on every website and all over the internet and call corp office if I did not refund his money. Again, I tried to explain that had he left the room before using it or staying for any period of time, I would have been able to do so, but after the bed and bath are used I am unable to give any refund. I apologized and he hung up on me.[redacted]General ManagerSuper 8, Mattoon, Il.

Complaint: [redacted]
I do not agree with her version of how the event transpired.  I NEVER attempted to leave without paying.  I had walked about 30 feet down the hallway to my Granddaughter's room to have her read the phone number off the back of my credit card so I could call Capital One.  Nothing more.  That's when she called the local police.  Who, by the way, actually made the comment "Obviously this Gentleman is not attempting to leave without paying" and then the Officer left the premises. It is all now a mute point as everything has been taken care of and all credits have finally been processed.  Although I still do not approve of their method of handling this event; it is now resolved. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I asked if the rooms were not overwhelming with smoke and was told no.  When I went in the  room I tried to make it work but the smell was extremely overwhelming.   Also on check in, they had a rate of $55.00 per night advertised on the internet.   They would not honor it,  see other reviews about this.   The gentleman offered me corporate rate, and when I checked out, the rate was not there and they charged me full price.   I have stayed in smoking rooms before, and it was fine.   This room was extremely bad and made me ill.   How that can be acceptable is a disgrace.   [redacted] the manager was rude, and had a "don't care" attitude.   I wanted to speak to the owner and she refused.  I will also be contacting the attorney general if this is not corrected with a refund.   This is a unhealthy situation that should of been just refunded as good business.   [redacted] is not customer friendly and has no care at all.   Was quick to say no refunds before even hearing my issue.
I would like a refund, or at the minimum the online rate of $55 that they advertised and refund me 1/2 my money back.  I also want the owner of the establishment to call me, which I have made a call to Senator [redacted], friend of mine,  to get this info for me.

See attached.