ComplaintsforSuper 8 Motel

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 19th 2024, my family stayed at this Hotel, got there way past our young childrens bed times, so we checked in (my *********** went upstairs while I finished the paper work), I then joined them a few minutes later in the room, by the time I got there the kids were in pajamas & crawling into one of the beds, I said our good nights & then proceeded to settle in the room, then I began to notice things, so I began to take photos, I then filled out complaint stuff & included all the photos with ******* Corporate for Super 8, I then went to sleep, thought of changing rooms but the kids were asleep & very tired, so I choose not to pursue anything further as I thought I would be covered since I submitted information to Corporate, next morning came & I go to take a shower & the shower made a high pitch squeal the entire time I had the water running which woke the entire room up, I then try & use the *********** clogged, I then asked the front desk for help or a *********** would do it ************** say & I quote we will be with you in a few minutes we then return to the room, pack, load the car, then return inside & I then again approach the front desk again & they stated I am not sure where maintenance put the plunger, I then said ok, vacated the property & stopped at a local business to use there restroom, since the toilet was unavailable to me at the room at the motel, now if you look at the photos you will see some of the health concerns with all the questionable fluids & other questionable things around the room. Fast *********** hear back from *********** are offering a 15% discount on my next stay there, I told both the property manager & corporate that isnt acceptable & I want a full refund, I have tried talking to ******** am refusing to settle for anything other than a full refund, they have both hung up on me & wont answer call from my number anymore, I have also contacted **************** said they cant issue a refund unless the motel agrees.

  Business response

  04/25/2024

  BBB Case #: 21622571
  Hotel Site #: 03575
  ************* Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************* at the Super 8 by Wyndham property in Helena, MT. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* was notified by the property general manager that they offered the guest a discount on a future stay. If the guest is not satisfied with the resolution offered, please have them continue working with the property directly. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.
  
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at *********************.
  
  *******
  Liaison,*************
  Wyndham Hotels & ******** ****

  Customer response

  04/25/2024

   
  Complaint: 21622571
  
  I am rejecting this response because:
  The property manager ***** wont talk with me or give me a refund, he keeps hanging up on me & screening my calls, also ******* Corporate hung up on me, so I am getting no where on those fronts, I want a full refund of $79.12.

  
  Sincerely,
  
  *********************

  Business response

  05/02/2024

  BBB Case #: 21622571
  Hotel Site #: 03575
  Customer Care Case #: ********
  
  Dear Contact:

  I apologize if you have not yet received a satisfactory resolution from the property management team of the Super 8 by Wyndham property located in Helena, MT.

  As previously stated, this property is independently owned and operated. This means that the property is the only party able to authorize a refund, and unfortunately, they have advised that they will not be issuing such, unfortunately. It is physically impossible for us in ********************* to issue refunds, we simply do not have the ability to do so. 

  I have reiterated your request to the property management team; however, please know that we cannot force the property to issue a refund to you. Our office is a liaison between yourself and the property management team in hopes of opening that line of communication so the two parties can work together. Please continue trying to work with the property as we are unable to further assist you. You may call the property directly via telephone at ************** and/or via email at *******************************************************

  Kind regards.

  *******
  Liaison,Customer ********************** & Resorts. Inc.

  Customer response

  05/02/2024

   
  Complaint: 21622571
  
  I am rejecting this response because:

  The property management team still isnt talking with me, I want my $79.12 refunded back or a complimentary nights stay for another Wyndham property that isnt this Super 8.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/25/22 while traveling in Helena, MT, our trailer needed repairs. I phoned the reservation line for Super 8, made a pet friendly reservation for 2 nights. I drove directly to the hotel. The clerk ran my credit card, asked me to initial the no pets clause. I explained the call ******************* cited hotel policy against pets. I was told the credit card slip would be shredded. The next day I received a text receipt for $376.86; I phoned my *************** the funds were gone. I called ******* to request a refund. The agent reviewed my initial call for a pet friendly reservation, the called the clerk at the hotel who became belligerent with the agent, stating all records were gone. He took my information and said I could expect a resolution within 10 days. I called on 8/5/22 & was told Id hear by 8/9/22. On 8/10/22 I received another text, this time a hotel voucher for $188.43. I called again, was told I only got half my money as Id failed to cancel my reservation 24 hrs in advance. I explained everything again & was told the agent would send my information to the escalation team. I asked to speak to a supervisor & was told one would call me back. No such call came so I called again today, 8/11/22, only to be told again that I had to wait for a callback as it would be unfair to transfer my directly to a supervisor when there were customers ahead of me. *** worked diligently for a fair resolution only to find corporate greed, runaround and theft. I have no intention of staying in any ************** so their voucher is just their way of keeping all the money they stole from me. This has been going on for nearly 3 weeks, *** spent hours on the phone & cant get anywhere. Please help. Thank you.

  Business response

  08/17/2022

  BBB Case #: 17705714
  Hotel Site #: 03575
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ******************************* at the Super 8 by Wyndham property in Helena, MT. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before August 22nd. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

  *******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  08/17/2022

   
  Complaint: 17705714
  
  I am rejecting this response because:
  I have diligently attempted to resolve this with Super 8 repeatedly since 7/28/22; I was told Id receive a call from a supervisor 2x with ZERO response from the company.  This is yet another attempt to circumvent BBBs assistance.  Once again, the burden is on me, Super 8 takes no proactive response to my complaint.  I prefer your continued assistance as I have no faith that I can resolve this with Super 8 directly.  My appreciation for your continued involvement on my behalf. 
  Sincerely,
  
  *******************************

  Business response

  08/23/2022

  BBB Case #: 17705714
  Hotel Site #: 03575
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by ******************************* at the Super 8 by Wyndham property in Helena, MT. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  Once again, we apologize for any inconvenience this may have caused.
  Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********************
  
  
  ******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  09/01/2022

   
  Complaint: 17705714
  
  I am rejecting this response because:

  I attempted to find the franchise ownership but ******* refused to give me the information.  However, the voucher was canceled and the money was refunded in full.  Apparently this was done without notifying us or the BBB; I checked my account and the refund was there.  
  

  I am grateful for your intervention despite the fact that ******* Hotels did nothing to resolve the complaint ~ they apparently didnt know the refund was done & tried to send us on yet ************************ to find the franchise owner.  
  

  Thank you, BBB!  You are a fantastic resource.
  
  Sincerely,
  
  *******************************

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