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:01/09/2025

  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.

  Our room was dirty but we didn&#**;t say anything the first night. The second night we got moved due to the toilet not working. The second room the floor was sinking. Their only option was that we could stay another night and refused to refund us saying "this is not a charity". The lady we first told about the first room they acted like they did not care. They treated us like no more than a cash source. The owner claims they sent maintenance and said there was nothing wrong with it. We told them over the phone we have video evidence and to which he said "nothing we can do" and hung up. One night we paid 99 the other we paid 101

  Customer Answer

  Date: 01/09/2025

  At Super 8 Located at ****************************************************** on 01/07/2025 we paid $99 to stay in room 202. When we got to the room it was DIRTY! We didn't say anything but then the second night (01/08/25) we were put back in the same room (202) where the toilet was now not flushing properly. We have a 9 year old who is going to need the bathroom, so we asked to be moved to another room. We were then put in room 206. In room 206 when walking next to the large box where you change the temp of the room, the floor started to give in. Literally the floor was separating from the wall. I'm pregnant and have a 9 year old staying in the room with me. I have video evidence of it. We didn't say anything that night because the lady at the front desk was already mad that she had to move us rooms. So we told my son to stay away from that side of the room and then this morning (01/09/25) when different front desk workers arrived we took the video and showed the front desk people. They didn't seem surprised but said they couldn't do anything until the owner came in between 11am and 1pm. So we checked out and called the hotel at noon. They said the owner was on a call and he'd call back. Never got a call. So we called again at 2pm and the owner literally said "We have bills to pay, this isn't a charity. *********** looked at the floor and there isn't anything wrong with it." Then to be more insulting offered to put us up in the EXACT SAME ROOM!!!! At that point we just requested a refund. Prior to that we were okay with just putting us in another room that was in a safe condition and clean. He refused the refund also and then just hung up on us. We paid $99 for the night of 01/07/25 and $101 for the night of 01/08/25. We would now like to be refunded for both nights.

  Business Response

  Date: 02/01/2025

  To Whom it May Concern,
  Im writing to you about ******* ***** Complaint No. 22790552-AD6AF 
  Mr. ***** and his family checked in at the Super 8 on Wednesday January 8, 2025 at 5:30pm. He came down at 9:30pm on 1/8/25 after being in the room for four hours and stated the toilet was clogged ask to move rooms.  We moved them to a different room.  We did not hear anything else from him the rest of the night.  He complained to the front desk clerk at check out the next morning about both rooms; at that time he was told she would let the manager /owner know. When the owner  Mr. **** came in he offered a 10% discount for the night but refused the full refund due to them using both rooms.  Mr. ***** wanted to stay another night for free. ***** became very rude and started yelling and cussing at Mr. ********** so he was asked to leave.
  Thank you,
  Sincerely.
  ******** Pack
  Manager

  Customer Answer

  Date: 02/03/2025

  Complaint: 22790552
  
  I have reviewed the business' response and am rejecting it because: they're flat out lying and that can br proven by simply providing footage of the night that we changed rooms from 204 to 206 due to the toilet issue. We didn't arrive until late that night and reported the issue maybe 10 minutes after arriving as my pregnant girlfriend and son had to use the bathroom as soon as we got there which is how the issue was brought to our attention with said toilet. So please request the camera footage which will show the owner is lying once again. 

  Room 206's floor was literally caving in and the response doesn't mention anything about the safety concern. We indeed did not bring up the floor issue right away because we had just been put in that room and have two young children who needed to get to bed because it was so late. I didn't become rude with **** until he rudely said "this isn't a charity and we have bills to pay". I actually have video footage of the floor when we were first put into room 206 which includes dare and time stamps if you'd like me to provide those and prove your entire story a lie. 

  I can see nothing is going to be solved by this complaint but that's okay, I reported it to the Attorney General and will now be reporting it to the department of health. Hope you got your floor fixed **** and are able to avoid a lawsuit due to someone being hurt in the near future. 

  
  
  
  Sincerely,
  
  Tiristan *****

• Initial Complaint

  Date:07/16/2024

  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.

  The front desk in the middle of the night gave a random person a copy of our key. We were asleep in our room when the random person showed up, and said that it was his room. My boyfriend, chased him off and then the front desk told me to go back to my room and the man was told to come there. The next morning, my bf went to the front desk to speak with them about what happened, they told him to go back to the room. He had to depart for work, but I wanted to get some resolution on this. I was told I would have a late departure and I was told to wait for the owner and they never showed up. I went down and double checked multiple times if it was ok for me to be there and they said it was ok multiple times. Then around 2-3pm I was packing up getting myself prepared to leave, the gm was banging violently on the door telling me to get the * out. At the time he claimed he was security. I tried to clarify what was going on to him. I was able to get to the desk, I saw the person was visibly shaken and I asked them if what we discussed about me being there and they agreed that was the case, the gm walked away without any acknowledgment. Apparently the gm called my bf and told him to come so he could kick his ****. My bf told me this through a phone call after the fact.

  Business Response

  Date: 07/29/2024

  First of All the gentlemen did give the name on the room which is how he got a key to that room. Our policy is before giving anyone a key to a room We ask for the name on the reservation. Secondly we apologized to Ms.  ****** several times. Her and Her boyfriend were very rude yelling, cussing, and threatening not only me but other employees. Calling me a lying *****.  To the point I had to tell him to stop calling and harassing my front desk person or I would be forced to call the cops. The ** never went to her room it was our maintenance guy who went up to ask her to leave at 3pm so housekeeping could clean that room. To my knowledge he never cussed at her.  The Gm never came in that day.  She made a customer care complaint to ********************** and received a free night stay at another Wyndham hotel. NO other compensation will be given 

  Customer Answer

  Date: 07/31/2024

  Complaint: 21996289
  
  I have reviewed the business' response and am rejecting it because:
  Almost everything that was said in the response was a lie. Nor my boyfriend or I are from the area, we do not know ANYONE in the area and did not talk to anyone pr tell anyone our names. There is no possible way the name on the account was given. Prior to this happening I asked the new shift front desk person for a new room key because I'd left mine in there and it was given to me without any authorization required, to which I responded by saying it was unsafe for her to give me a key without having asked tp see my ID. I had not met this person prior to asking for a new key. My boyfriend did get very worked up, but I had no part in that, and I was the customer. I only got an apology for this incident after I mentioned how rude it was that no one had even said they were sorry for letting a stranger in our room. I believe they thought it was one single woman in the room, and are involved in drugs and/or *** trafficking just like I was told other Super 8s had been involved in. My social media post about this incident brought to light that this is not the first, second or third time this has happened to a woman at the Super 8 in Pevely, Mo. 

  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/31/2024

  I would like to see camera footage, if at all possible. All of their response was a lie and could all be proven with camera footage. 

• Initial Complaint

  Date:04/02/2024

  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.

  Booked hotel room for 4/7/24-4/8/24 on 1/31/24 for $97.40. Confirmation number 86920EE010709. This was to be able to stay near the line of totality for the eclipse on 4/8/24. Today, 4/2/24 the business "manager" called stating the hotel had "overbooked" by 20 rooms and cancelled our reservation with 5 days until our trip. I have heard of places realizing they were near the path of totality and doing this before so they could charge more for the room. I suspect our reservation was cancelled is because they were booking rooms for a higher cost.

  Business Response

  Date: 05/10/2024

  First off this is the first time I'm hearing anything about this Complaint ********. Secondly We  in fact  were overbooked by 20 or more rooms . As soon as we realized that we were over booked and what was going on we canceled reservations.  We gave  everyone five days in advance notice that the reservations were being canceled. We are very sorry ************* reservation was one of them that were cancelled. 

• Initial Complaint

  Date:05/11/2023

  Type:Product 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.

  My family and I took a small trip for business starting May 5 and ending on May 7. The Super 8 was our intended stop for the evening. Checking in was not a problem, but once we were in our room my wife and I checked it for bugs. Immediately, we found a live and mature bedbug between the mattresses of our bed. When returning the mattress, I noticed a live cockroach ****** across the wall behind the bed. There were food crumbs on the floor everywhere as well as trash and candy melted into the carpet. We asked for a refund and had not even spent 5 minutes in the room. It was explained to me that a manager would call me the next day and that my money would be returned, but that it would take 48 hours. My card charged for the room, no phone call was ever received. I returned call to the motel on Monday the 8th and was told over the phone that only the owner could refund. They were supposed to call me back on the 9th.......still no phone call.

• Initial Complaint

  Date:05/09/2023

  Type:Product 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 did not receive housekeeping while I was staying at that hotel. I also am owed approx $700 from the company for money that I am owed. I was also harassed as well as sexually harassed by the staff and the owner of the property *******************. There are numerous structural issues that occurred while I was there that were never fixed including bug issues. I also had issues with my Wyhndam account and would like credit to my Wyhndham account.

• Initial Complaint

  Date:04/15/2023

  Type:Billing 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.

  checked in April 10, 2023 at 5am. I originally thought I would stay until April 11, 2023. After 3 hours I was notified of a family emergency. I checked out on April 10, 2023 at 8:30 am. That is a stay of 3 12 hours. I was charged for 2 days in the amount of $ ******. I am willing to pay for 1 full day of $86.58 but not for both days. THIS WAS NOT A RESERVATION I WAS A WALK IN! When I checked out I asked for a refund and explained the situation. I was told the manager would call me. No phone call. I went back the next day and was told the manager was gone for the day. Went back the next day and was told that the manager was out sick. I called yesterday and was told the manager will be out for the week. I cannot believe that there isnt an assistant manager, district manager, or someone that can issue a refund. The managers name is ****** if she even exists. HORRIBLE CUSTOMER SERVICE. This is a total ripoff. The man at the front desk is rude. He told me to call the police. This is no way to run a business. As I stated I would be happy to pay for 1 full day for a 3 hour stay, but to pay $ ****** for 3 hours is unacceptable.

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair 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 booked a room, via hotels.com, for Super 8 Peveley. I was to stay from 9/1/2022-9/5/2022. I drove 8 hours from *********, **, and arrived about10pmish. They had to change my rooms twice due to uncleanliness (Im not picky, but this was horrible). The third room had no fridge and a broken *** The hotel worker brought a fridge and tried to fix the *** I was so exhausted I was going to stay, despite all this. My daughter was laying on the bed when she started crying. There were bed bugs all over. We took a picture of the side of the bed, showing bed bugs. I had to last-minute book an expensive hotel for $~$750, buy alcohol to spray on all of our belongings, and my daughter had to throw some of her clothes away.