Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please let the photos speak for themselves. We had a one night stay, checked in on 9/15/23 and checked out on 9/16/23. Upon having to complain twice in person, and emailing them all photos (with no response), they offered a different room which I find it very hard to believe any room on this property is clean. Then all of a sudden they didnt have any other rooms available. This place is a dilapidated disgusting mess. I asked for a refund to get a completely different hotel and they wouldnt do it. Theres no way I could let a child walk around in this room. Our door was tampered with and dented & didnt close all the way. The website is NOTHING like the actual hotel Ive never in my life seen a Super 8 be so gross. The outlets werent even secure into the wall. It smelled of pee.

  Business Response

  Date: 09/28/2023

  Good afternoon,

  Yes we recall this incident. Guest checked in with her two pets. ***** came down hours later to front desk stating the room was not ok . We had apologized to her and let guest know in order to give full refund she must check out . Or we can offer a better room to her liking to solve the issue. We did let her know we have better rooms in the front we can offer. Guest was not being cooperative in wanting to switch to a better room. ***** stated to front desk that she had been drunk and that front desk agent would be responsible for her drinking and driving. Front desk stated we do not recommend her drinking and driving but also she must make the decision to move to a better room to resolve this issue. she became verbally abusive with front desk did not want to check out to get her full refund . She was advised that if she spends night we will have to charge her the night . Guest had Quote saying " I'm not going anywhere and you guys will give me my money back guarantee. " In her words. 

  Management spoke with our corporate office as well in regards to this incident. She was given her $ 50 deposit back on to her card and management waived the pet fees which was $40 for her stay . ***** received that back onto her card. as far as the night she will not get her room rate amount refunded to to her not fully checking out and her not wanting to move to a better room. 

  Customer Answer

  Date: 09/28/2023

   I am rejecting this response because:
  
  Never received the $40.00 refund. Please refund immediately. Already received the $50.00.

  Relating to the rest of the information, Im absolutely exhausted of dealing with this company. The information that theyve been relaying is extremely misconstrued and quite frankly, theyre avoiding the fact that they did not have any rooms available when they checked to move us, I was also never asked to leave, and when we left the property no one was even at the front desk, so the keys were left in the room. Never in my life has this been an improper check out at any Super 8 Ive stayed at, but okay. Finally, we did not have a late checkout. Theres no policy in writing indicating that we are expected to arrive at the exact check in time, so yet another policy theyve created. 
  

  Im done arguing with the fact that this property is incredibly unsanitary, not maintained, with zero consequences. 
  

  Having outlets coming out of the walls, pee stained carpet, ripped furniture, holes in bedding, bugs in room, tampered doors that do not close completely, and vandalized furniture is not acceptable and I refuse to be told that this experience was otherwise. 
  

  The conduct of every employee at this location is appalling and lying through your teeth to avoid accountability is pretty concerning. 
  

  Advise when the $40.00 refund will be occurring and close the request as it has now been a complete waste of time. 

  Business Response

  Date: 10/19/2023

  Image uploaded states on September 28th 2023 Guest was refunded pet fee of $40 and the deposit of $50.00.

  Customer Answer

  Date: 10/19/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.