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:06/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We stayed at the hotel June 22-25. Confirmation #85943EE013615 and stayed in room 136. I booked my reservation online via Expedia. Friday June 23 I was doing online banking and saw that the hotel had charged by account twice in the amount of $425.60. I went down to the front desk and asked her about it and was informed she would have the manager contact me. We went and watched my sons games, and when we got back to our room, nothing from hotel manager. I called my bank, confirmed my account was charged twice, went back to the front desk and was informed i would have to contact Expedia despite SUPER 8 FORT COLLINS blatantly showing on my account - which I showed the front desk clerk. I called Expedia, who called the hotel and confirmed the hotel charged my card. After I threatened to call the police about fraud was the manager Jason Krum finally contacted. 30 mins later he walked down to our room and told us that the vendor that processes their credit/debit card payments had charged my card twice and I would be refunded in 3-5 days. So, I had a family member send me money so we could get back to Montana. Today (6/27) I get online and see my account was charged $255!!! The room itself was gross. Your feet were brown if you walked barefoot, we had to take our own trash out as room service never came into our rooms. When I wiped the table off so we could eat - brown. We were constantly locked out of the room/hotel as our keys had to be re-swiped multiple times (and no we didn't have our room keys anywhere near our cell phones) Jason said he would refund us back the pet fees which he said would be right under $100. Our hotel receipt shows $321.70 as our total stay but my bank account shows we were charged $425.60 AND $255.00. I can send you statements from our bank if needed.

  Business Response

  Date: 07/02/2023

  General Manager: Jason Kim

  Super 8 by Wyndham Fort Collins

   

  We apologize for any inconveniences during the stay.  I have already finished all the necessary refunds.  Again our apologies and thank you for your patience.

• Initial Complaint

  Date:12/20/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  I called Super 8 Hotel in Ft. Collins (************) front desk on 6/26/22 to make a reservation for 2 rooms for 3 nights totaling $1,201.20. They did tell me I had until 8/17/22 to cancel. I was NOT told they were going to charge the entire fee to my CC immediately. On 8/3/22 we found out our dates had changed, I called (************ that was on emailed confirmation) & cancelled reservation over phone, same way I made reservations. They said it will take 7 days to process. I should have questioned it more. I made the reservations from my cell phone ************. Yet the weekend of the reservation, hotel receipt came to my husband's cell phone in a text message who had nothing to do with reservation. I immediately called Hotel & indicated I had cancelled reservations on 8/3/22. Jason, who I spoke with at Super 8 Front desk said they didn’t show anything. That I must have gone through a 3rd party to make reservations. I said I definitely did not knowingly go through a 3rd party as I know that can be tricky to cancel. They said sometimes depending on what option a person chooses it can spin you off to a 3rd party reservation line. I then called the same number again. This person said my phone number did not match what they have in their system. They had ************ which is my husbands & because of that they were not able to cancel it. I said asked how they got the ******** number? They said that is the number I called in on. I most certainly did not. I said the Itinerary#******** is more important than the cell phone number used. They had no response for that & kept arguing. I finally asked who I was talking to & they said it was ***** ********. I said I never called ***** ********; I called Super 8 front desk. I also asked them how legal it is to spin my phone call to a totally different number? They didn’t have an answer for that. Jason from Super 8 asked me to send my phone records showing where I called on 8/3, then they could help me. I sent it via text to his cell (************). He then said I had to go through the 3rd party, ***** ******** as they were the ones that took my CC over the phone. I said I had no knowledge that “***** ********” even existed & felt my entire reservation was inappropriately handled by being dishonest about who they even are. At one point, I was told ********* was the parent company of ***** ********. I spoke with Susan at ********* & she said they would honor a 1-time courtesy refund, but ***** ******** has to be the one to refund my card, since they charged my card. Jason, the manager of Super 8 also confirmed they would honor a one refund request courtesy cancellation, but ***** ******** had to be the one to credit it back. On 10/7/22 I got a reply from ***** ******** indicating the penalty will not be waived for my reservation.