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:04/15/2025

  Type:Facilities 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.

  My family and I stayed at Super 8 in ***** ***** ******** from December 27 to December 30. During our stay, we discovered bed bugs in the room. We immediately reported this to the manager on duty, ***, who asked me to write up an incident report on paper. *** signed the report, took photos of the infestation, and acknowledged the issue.
  
  Following this, we left the hotel early, and shortly after, I received a call from the owner of the hotel, who confirmed he would refund our entire stay. The refund was issued, and later the owner even publicly confirmed the refund in response to my Google review of the hotel.
  
  However, on February 21 — two months later, and without any communication or authorization — our credit card was charged again by Super 8 for the full amount of the stay. I immediately contacted the hotel and the owner, who now argued that a pest inspection done after our departure found no bed bugs. I explained that this was irrelevant, since the manager had already acknowledged the problem in writing and the owner had voluntarily refunded our stay.
  
  This is a clear case of unauthorized billing and deceptive business practices. It is unacceptable to process a refund, then re-charge a customer months later without notice — especially after publicly stating the refund had been granted.
  
  I contacted the police and filed a report for unauthorized use of my credit card.
  
  What I Would Like:
  I am requesting that Super 8 Mound City issue an immediate refund for the unauthorized charge on 2/21 and confirm that no further charges will be made to my account. I would also like the business to formally acknowledge that recharging my card without notice or consent was inappropriate and to commit to changing their practices.
  
  Supporting Documents:
  
  Signed incident report from the manager confirming presence of bed bugs
  
  Screenshot of Google review response from the owner confirming the refund

  Business Response

  Date: 04/21/2025

  I hope this email finds you well. I am writing in response to the recent complaint filed with your office regarding the stay of Hessel Parker at our establishment. Please allow me to provide clarification and submit the necessary documents as part of our response.
  Upon review of the situation, we can confirm the following:
  No Additional Charges: There were no unauthorized charges applied to the guest's credit card. We have carefully reviewed the charges, and as per the police report, it was clearly stated that no additional charges were made.
  Guest Stay and Complaint: The guest stayed for three nights at our motel, and there were no issues until checkout time in the morning. Following check-out, the guest filed a written complaint by themselves, accompanied by yelling and aggressive behavior toward our employee. we do not have an employee by the name of "***" as stated in the complaint.
  Supporting Documents: For your review, I am attaching the following documents to substantiate our position:

  Signed Registration Form 

  Guest Primary Folio

  
  Pest Control Report
  
  Guest Police Complaint Report
  
  Guest ID Detail 

  
  These documents detail the guest’s check-in and check-out process, as well as the handling of the complaint. We trust these materials will provide clarity regarding the situation and support our commitment to transparency and compliance.
  Please do not hesitate to reach out if you require further information or clarification on any aspect of this matter. We are fully committed to resolving any concerns raised and ensuring that the guest’s experience is thoroughly reviewed.
  Thank you for your time and attention to this matter.

  
  Sincerely,
  **** ******* 
  Owner / GM 
  Super 8 by Wyndham ***** ***** 

  
  

  Business Response

  Date: 04/21/2025

  Since Guest Was stayed full 3 nights. and there is no complaint. also provided full report with Pest Control and police report as well. so There is no Money Refund to Guest 

   

   

  Best Regards,

  **** *******

  Customer Answer

  Date: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I am writing to formally dispute two unauthorized charges made to my account on February 21, each in the amount of $300.81, by Super 8. These charges were made without any prior notice or communication and appear to be retaliatory and unfounded.
  
  
  Here is a clear timeline of events:
  
  
  December 30: I experienced a bed bug issue during my stay from December 27–30. The hotel manager on duty confirmed the presence of bed bugs in writing.
  On the same day, ***** who identified himself as the owner, stated over the phone that a refund would be issued for customer service purposes.
  I received and can provide a bank statement showing the refund was processed on December 30.
  Additionally, on January 3, Ravi issued a public statement ( Google review response) confirming that the 3-day stay was refunded “for guest satisfaction.”
  Despite this, on February 21, my account was charged twice for $300.81 each by Super 8.
  When I contacted Ravi about these unexpected charges, he claimed they were based on a pest control report dated December 30, which allegedly showed no evidence of bed bugs. However, Ravi had already viewed the report before issuing a refund and completing the Google review response confirming the refund. 
  
  Given the timeline, these new charges contradict both the original acknowledgment of the issue and the stated reason for the refund. There was no communication to inform me of any new investigation or charges, and I was blindsided by these debits nearly two months later. 
  
  I believe these charges are fraudulent and retaliatory in nature and request that they be reversed immediately.
  
  Sincerely,
  ******** ******