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Business Profile

Hotels

Super 8 by Wyndham Abbotsford

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:21/05/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    I stayed at Super 8 Abbotsford from May 613, 2025, in Room 207. I prepaid $1,226 for 7 nights. After checkout, I was charged an additional $260 without consent. This included an $80 late checkout fee and a deep cleaning fee both retaliatory and unjustified. On checkout day, my partner was injured while packing. We called an ambulance, and I informed the front desk. I was told I could remain in the room until 12:30 p.m. and would not be charged due to the emergency.Our car keys were lost, likely taken with the paramedics. I kept staff informed while arranging for a locksmith. Instead of help, I was repeatedly approached by staff sent by the manager threatening to tow my car. The manager was on-site but refused to speak to me directly.Later that day, the manager called the police. I was calm and cooperative. The officers who arrived saw I wasnt causing a problem and advocated on my behalf. The manager allowed me to stay overnight in my vehicle until 11:00 a.m. the next day. I was told if I wasnt gone by 11:00 sharp, Id face trespassing charges and my vehicle would be towed.Shortly after resolving the situation, I discovered the $260 charge on my credit card. These charges were never explained and were clearly retaliatory. There were two charges. One for $80 for a "late check out" and the other for deep cleaning.The deep cleaning fee that they charged is especially unjustified. The room was filthy upon arrival: it smelled of smoke, the bedspread was stained, the fridge had mold, and the tub had hair in it. Although the motel claims mandatory housekeeping every two days, staff spent less than two minutes in the room and never cleaned. If deep cleaning was needed, it should have been flagged during one of the visits not after I had a conflict with the manager.I contacted the hotel to dispute the charges, but staff were unhelpful and the manager again refused to speak with me.

    Business Response

    Date: 26/05/2025

    Hi ******,

    Thank you for reaching out.

    As we've mentioned in our responses to your online reviews, we understand that you booked the room on behalf of your daughter and were not present during the stay.  The concerns you've raised appear to be secondhand accounts, and unfortunately, they omit several important details.

    We have reviewed the matter thoroughly, including camera footage, staff statements, and an official police report, which provide a clear record of the events in question.  Given this, we respectfully ask that you refrain from making further inaccurate or misleading claims.

    Thank you for your understanding, and we wish you all the best.

    Warm regards,
    Super8 by Wyndham Abbotsford

Super 8 by Wyndham Abbotsford is NOT a BBB Accredited Business.

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