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:08/01/2023

  Type:Product 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.

  A room was booked in error so I thought as I was looking through the hotel room for prices on 07/30/23. I went to cancel it and it said no reservations found. I didn’t think about call the hotel since I didn’t see a reservation. But the next day my bank was charged for a room that I never checked in or out off. When calling about the charge on 07/31/23. @ 7:50pm. The person working the front desk would not let me explain the problem and just told me I was marked as a no show and can’t be refund since I didn’t call in on Saturday to cancel my reservation. I would like to have my payment of $85.20 refunded back. Attached is a screenshot off when I tried to cancel the room that I thought I book and it clearly stated reservation not found. So why would I think of calling the hotel if there was no reservation to cancel. I have been using ******* ****** a few times now and the is my first time of not having good customer service experience.

  Business Response

  Date: 08/01/2023

  *** **** ** ******** ***** **** ** ***** ******** **** **** ** ******** **** ********
  

  Thank you for notifying our office of the concern filed by ********* ****** at the ***** * ** ******* property in ********* **. To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before August 4th. As a company, we’re 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.

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

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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.

  I'm staying at the Super 8 in ******************* **. I placed an order for delivery with ******** and left very clear and concise directions for the delivery driver to call me when they are in the lobby so that I can come down and meet them. The driver did not do that, however, the employee at the front desk (this was around 2am on 1/29/23) told the driver to just leave my order at the front counter, I did not make this request from the driver, nor did I give the employee at the front desk of Super 8 permission to accept my order. When I finally got my order it was clearly rummaged through. I went downstairs to the lobby and told the employee that I did not request that he take my order, and that my order was clearly opened. I told the employee that he should not involve himself in ******** orders, if the delivery driver fails to follow directions, the delivery driver is supposed to take the order and return it, the employee is not supposed to involve himself in something that he was not asked to be involved in. The super 8 employee would not listen to me, he continuously talked over me, became verbally aggressive, loud, rude , and disrespectful. I've never had an employee of any establishment speak to me in the manner that the Super 8 employee do, when he was the one who was wrong for evolving himself in business that he was not asked to be a part of. If possible, I would like to speak to the highest authority at this Super 8 hotel regarding this issue. I've been to this hotel numerous before, I don't cause any problems, or damage. So the last thing I expect is to be treated poorly by employee, especially when that employee was in the wrong.

  Business Response

  Date: 01/30/2023

  *** **** ** ******** ***** **** ** ***** ******** **** **** ** ******** **** ********

  
  Thank you for notifying our office of the concern filed by ********* **** at the Super 8 by Wyndham property in ********* *** To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before February 2, 2023. As a company, we’re 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 [email protected] and I will personally help address the guest's needs.
  
  
  
  Michele
  Liaison, Customer Care