Complaints

This profile includes complaints for Super 8 by Wyndham Westbrook's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Super 8 by Wyndham Westbrook

  208 Larrabec Road Westbrook, ME 04092-4751

• 

  Super 8 by Wyndham Westbrook

  PO Box 2071 Carmel, IN 46082-2071

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:06/19/2025

  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.

  I have 4 employees staying at this hotel from 6/13/25 - 6/28/25. They stayed there until Tuesday, 6/17/25, until I was able to find another hotel. I had 2 rooms reserved, and was told the rooms were:*Filthy - bedding had not been washed, smelled of dirty "armpits"* Cigarette smell in the hallway and rooms * Water in bathroom worked half the time * Staff would discuss issues with my employees * Parking lot had trash around it

  Business Response

  Date: 06/20/2025

  BBB Case #: 23492895

  Dear Contact:

  Thank you for notifying our office of the concern
  filed by Lisa Penberthy. Please send the following information back to me.  When
  I receive the requested information from you, I will be in a position to
  determine the next steps.

  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:
  

  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.
  

  Melissa
  Liaison,
  Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23492895. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Lisa

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 06/25/2025

  
  
  BBB Case #: 23492895
  Hotel Site #: 03481
  Customer Care Case #: 09565350
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by Lisa Penberthy at the Super 8 property in Westbrook, ME. 

  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 June 29, 2025. As a company, we’re committed to delivering a great experience with every stay with us.

   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
  Wyndham Hotels & Resorts, Inc

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising 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.

  When I got ******* he.motel I was a little late but I did have a reservation, all my things were bagged up and there was alotmof things missing . They tried to blame my guest, and told.me.i had to leave at 7;30 in the morning when check is not until 11am. I asked.to.get corporate number and the.manager refused. She was very rude and ******** things s*** and ********** get ****** her face. I want a refund the motel is very dirty

  Business Response

  Date: 12/18/2024

  
  
  BBB Case #: 22684699
  Hotel Site #: 03481
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******** **** at the Super 8 property in Westbrook, ME. 
  
  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.
  
  If your offices require more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair 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 in this hotel last October 5 , 2024 for one night. Upon check-in at 0730pm the front desk ***** informed me that I booked 2 room, right away I told him that I only need 1 room (deluxe, non-smoking 2 double bed) so he said he will cancel the extra room. He assigned us a room in the main floor Room # ***, On the way to our room there are people smoking weeds on the hallway and when we open the our room it has a smell of pet pee and mold. My son (5 years old)who has asthma immediately starting coughing and sneeze. Right away I went back to the front desk and ask for the other room but unfortunately he said he give it away. And that night he said they don't have vacancy. When I entered in the hotel to check-in it has a sign that for reservation only. I called the wyndham customer care reference#******** but they advice me to call the hotel to discuss the issue or concern which I did. Unfortunately, I did not get a chance to speak to ******** (general Manager) and have resolution because she will drop the call all the times.

  Business Response

  Date: 10/24/2024

  BBB Case #: 22465737
  Hotel Site #: 03481
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by Mafedelie ***** at the Super 8 property in *********, **. 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 were able to determine that there were 2 reservations booked by the brand website. The reservations were booked a few hours apart for different room types and rates. 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 address has changed. If your offices require more information on this matter, please contact me directly at ********************************
  

  *******
  Liaison,Customer Care
  Wyndham *********************** & *************

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I reject the  response from wyndham : As a customer I have the right to received the services that is advertised or promise by the establishment  to  provide a non-smoking,  hygenienic and sanitary condition of the room  but they failed to provide this during my visit. I forget to mention to my first complaint  that we did not stay in the hotel because my Son asthma was  starting to flare up. I want a refund to the 2 room totaling amount of $286.12. Finding another hotel at that time was very difficult because the town has marathon the next day. The only resolution I wanted is to refund the amount I paid without using the service. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mafedelie

   

   

  Business Response

  Date: 10/28/2024

  BBB Case #: 22465737
  Hotel Site #: 03481
  Customer Care Case #: ********

  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Mafedelie ***** at the Super 8 property in *********, **. 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 were able to determine that there were 2 reservations booked by the brand website. The reservations were booked a few hours apart for different room types and rates. 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 address has changed. If your offices require more information on this matter, please contact me directly at ********************************
  
  *******
  Liaison, Customer Care
  Wyndham *********************** & *************

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair 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.

  9/11/23 @ 11:40pm I came into the lobby to check in Me and my team for work. {We work for a major automaker so we travel all over our 50+ states. We stay at hotels close by the job site.}The men at the desk refused to tell me their names but demanded my ID before saying hello. After demanding a $100 deposit I was provided a room with black mold in the tub, no toilet paper, no working tv, no working phone, no working clock. When my co-worker and I returned to the front desk to request a new room, we were advised we can just cancel our reservation and go somewhere else. We asked why we couldnt get a new room. We were then told, they are refusing service and our reservation has been cancelled. I immediately asked for a copy of the receipt or proof of the cancellation and the front desk attendant stated he could not show me the screen. I had to call the police make the front desk rep give us proof of cancellation. I called the next day requesting to speak with a manger, I spoke with **** and **** who I believe were the same men from this incident and they refused to provide the managers name. He stated, we call him CJ its some Indian name I cant say. I personally feel like this ethically needs to be investigated There have been 100s of similar complaints we learned later. Please have someone investigate this establishment

  Business Response

  Date: 09/13/2023

  Hello Contact,
  
  BBB Case #: 20591021
  Hotel Site #: 03481
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ********************* at the Super 8 by Wyndham property in *********, Portland, ME. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before September 15, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  Wyndham *********************** & *************

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  

  This problem is escalating. I have not heard from anyone and there was an attempt to deduct $283.95 from the card that was placed on file for incidentals. We werent at the hotel for 15mins on 9/11/23 , so nothing was damaged. The local police were called and they can confirm. There are scam artist working the front desk of that business. The ************************ is being brought into this situation as well. Super 8 is attempting to steal money off of a business account.

  Regards,

  ****

   

   

  Business Response

  Date: 09/15/2023

  Hello Contact,
  
  BBB Case #: 20591021
  Hotel Site #: 03481
  Customer Care Case #: ********
  
  Dear Contact:

  We've informed the propertys general manager of the situation. The general manager will contact the guest on or before September 16, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Kind regards,
  
  *******

  
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer Answer

  Date: 09/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as *************************************** has not made an effort to reconcile this matter. They have not made any efforts to contact me. There is still a $100 hold on my account and when I call, the front desk representative hangs up on me when I ask for a receipt or to speak with a manager. Please investigate this establishment.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 09/27/2023

  ************,
  
  BBB Case #: 20591021
  Hotel Site #: 03481
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ********************* at the Super 8 by Wyndham property in Portland.
  
  As the reservation was not made through the brand website, our toll-free reservation center or directly with the hotel, we recommend you contact the website or travel agency with whom your reservation was originally booked, if you are looking for a refund.  The property has stated they have charged $94.65 first night, cancellation fee. 
  
  We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.
  As a thank you for your support, we would like to apply ****** points to your Wyndham Rewards account. (The ****** Wyndham Reward Points equals a free night at any of our Tier 2 properties found in all locations across the World).
  
  Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.
  
  Or please respond to this email advising you would like to be a member of our free Wyndham Rewards loyalty program and we will be happy to establish your account and apply ****** points as our way of saying Thank You for being a loyal supporter of our Wyndham properties.
  
  Thank you for choosing Wyndham Hotels & Resorts!
  
  *******
  Liaison, Customer Care
  Wyndham *********************** & ******** ****

• Initial Complaint

  Date:08/20/2023

  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.

  I booked a one night stay at the Super 8 in Portland ***** for 8/18/23 through hotels.com. I opted to pay for the stay at the establishment. The property charged my card $248.19 on 8/17/23. I arrived on 8/18, checked in and went to the room. The smell of cigarette smoke was very strong when we walked in, it was clear someone had smoked in there very recently. I decided to check the bed for bedbugs and pulled the blanket back and noticed blood stains on the sheets. The carpet was sticky and there were cigarette burn holes all over. My husband and I immediately decided that the unsanitary conditions were unacceptable and we could not stay there. We booked another room on hotels.com ($370) and went to the front desk. I explained to the front desk person why we could not stay there and asked for a refund. He told me that I needed to contact hotels..com because that is who I booked it through. We left to go to the other hotel we booked and I called hotels.com on the way. We were running late for what we were there for and could not wait at the super 8. Hotels.com explained to me that because the hotel is who charged me, it would be them that process the refund. They contacted the super 8 and requested a refund and they denied it saying that their cancellation policy is clear. I called the hotel myself and asked to speak to the manager and the front seat person told me he will not give me the manager and hung up on me twice. In addition to the unsavory condition of the room, the property was also filthy and every trash can we encountered was overflowing. I would like a full refund as the service I paid for was not rendered, to no fault of my own. I showed up, I checked in. I wanted to stay there. They didnt provide me with suitable accommodations. The room and property did not fit the description on the website. I attached a picture of the nonsmoking room I booked and the cleaning policy of the hotel that clearly was not followed. Inspection should follow.

  Business Response

  Date: 08/21/2023

  ************,
  
  BBB Case #: 20498448
  Hotel Site #: 03481
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ***************************** at the Super 8 by Wyndham property in Portland, ME. 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 3, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  Wyndham *********************** & *************

• Initial Complaint

  Date:04/15/2023

  Type:Service or Repair 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 called and reservation for 2 nights at the super 8 the telephone person presumably his wife put 203. 00 0f my fund's on hold. I show up after already given all debit card information to the person who was answering the phone and it was confirmed. He then try to run my card again stating the bank declined the transaction the card reader approved it as well. I called my bank account and money was missing but the transaction that he had my swipe was declined for wrong card information. That means that I didn't have enough money to rent another room because they have 203 dollars on hold and would not release it.

  Business Response

  Date: 04/17/2023

  BBB Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by *********************************. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.

  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:

  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, Customer Care
  
  Wyndham *********************** & Resorts, Inc.

• Initial Complaint

  Date:07/25/2022

  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.

  I rent out 4 nights for this hotel because it seem to be affordable and in a good location. However, when I arrived at the location it nothing as the pictures show online (I reserved online), the hotel was an location that can be questionable (ghetto), the hotel at first glance gave the impression that it was going to be ugly and not safe and that ended up being the case. The hotel was ugly, most of the doors I could not open with the card and the rest were open to the public anyone could get in because the doors were not working, the place smells bad when you first go inside, however, the rooms have a bad smell like old furniture, they are small, no refrigerator, no microwave, the tv has basic cable is small and in the room side of the room, the chairs were dirty like they have never been cleaned or changed in a while, the hallways smelled old and most people were smoking weed we could smell it across our hallway. We were woken up at 8am and the male janitor tried to open the door without knocking we were females inside the room and half naked this was unacceptable. The swimming pool is promoted on most websites and even theirs but it was not opened to the public due to COVID but they still posted as available online. To make it short I had to cancelled the rest of the 3 nights and get another hotel in Scarborough which is safer and looks much better than where this hotel is located. Enclosed is the cancellation fee we had to pay because the issues we faced here. We still were not able to cancel although we tried to cancelled and not be charged within minutes of arrival in the room and reporting the issue immediately. I am asking for the refund of the cancellation fee as this should have never happened because we tried to cancelled all nights but we were told we had to pay the first night because we were already checked in.

  Business Response

  Date: 07/26/2022

  BBB Case #: 17621980
  Hotel Site #: ??
  Customer Care Case #: ???
  
  
  Hello:
  Thank you for notifying our office of the concern filed by ***************************** . Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.
  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:
  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, Customer Care
  
  
  Wyndham *********************** & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 07/26/2022

  BBB Case #: 17621980
  Hotel Site #: Wyndham Portland/********* ********************* Case #:Do not know
  
  
  Hello:
  Thank you for notifying our office of the concern filed by ***************************** . Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.
  -    Confirmation number: Booking #*********
  -    Exact address/name of the hotel: 208 *********************, *********, ** 04092
  -    Under what name was the reservation booked: *****************************
  -    Date of arrival (exact date of stay): July 18th 3022
  
  Regards,
  
  *****************************