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:08/16/2022

  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.

  I would encourage you to look at the reviews as a number parallel mine, especially the costs: ******************************************************************************************************************************************
  We just got home from a week-long trip. I wanted you to know I booked a room at the Super 8 by Wyndam in Springfield, Missouri, for one night on August 8, 2022, on our way to ***** *****, Indiana to see my very ill brother. The on-line bill I received reflected $68.05, and it was in good faith that we accepted this amount. I should have made time to look at their overall rating which reflected poorly on them, but I was more concerned about getting to my ill brother. I have stayed in Springfield many times as it is the half-way mark between my home in *******, Oklahoma and ***** *****, Indiana. We had our two small dogs with us and the hotel was listed as "pet friendly." When we arrived the proprietor, I believe her name was ****, said she had to add an additional $20 per dog to our bill. I was extremely upset at this as on the bill notice I received and the one I showed her, there was no indication of any additional payments for pets! When I told her I was going to make a complaint about this, her response was, "I DON'T CARE"! She told me I should have went to their page to see the pet stipulations. She had a bad attitude and was extremely rude to us, and by then it was much too late to get another hotel that would accept dogs, as well called others hotels in the area.
  When I checked out the next morning, my bill was $150.00, $81.95 more that I budgeted for!!!! The room was crap and in no way did it reflect the photographs we saw. I took pictures of the room condition. I could not stay to argue with them as my brother was in critical condition by that time and we really had to go. We feel totally ripped off.

  Business Response

  Date: 08/19/2022

  The consumer made his reservation online through a third party, The consumer arrived with 2 dogs, which we explained we were a pet friendly, but there would be a $20.00 charge per dog. We explained  to the consumer that if he wished to cancel his reservation, he would need to contact the third party company directly. The consumer agreed to stay and pay the additional pet fee. We provided a full refund of the room deposit. We charged this consumer the same as we would anyone. Our policy clearly states all fees, we will not offer any additional credits or refunds.

  Customer Answer

  Date: 08/21/2022

  Complaint: ********
  
  
  
  I am rejecting this response because I would again refer you to the complains against this place through ***************. I listed a few at the bottom of my response. There is a definite "pattern" of deception where people have not gotten what they paid for, whether it was terrible room conditions, no breakfasts in the morning, or being charged exorbitant rates which were not agreed upon. 

  1. These people DID NOT explain anything to us. We tried calling other local hotels in the area but it was futile. We had driven 5-hours and were exhausted. We had no choice but to stay in this dump of a room.
  

  2. "The
  consumer agreed to stay and pay the additional pet fee..." We AGREED TO NOTHING! I even told the woman **** I was going to report her for cheating me. Her response was "I DON'T CARE!"

  3. So, in addition to the $68.05 we previously paid for the room, they tacked on an additional $40.00, which would be $88.05, yet, my final bill was $150.00, 81.95 more that I budgeted for!!!! I am on a fixed income, a disable federal law enforcement officer and this hurt me financially for the trip.

  From the *********** page regarding this place, one customer wrote, "My job booked me this hotel for work and when I checked in they were charging extra 15 dollar for me and my wife. Plus, a crazy 100 deposit. The lady was super rude. Don’t recommend. Expensive and ugly."

  Another wrote, "I called the hotel directly to book a room. I was told the rate would be $59. That sounds about right for a Super 8 in Missouri. I thought it was weird that I did not get an email confirmation but blew it off. When I checked the bill on my credit card they charged me $159. If that is not bad enough, the room was deplorable: stained walls, dirty carpet, make-up and a hair on one of the pillows. I could go on but if you are not convinced yet to avoid this place more won't help. This hotel is run by dishonest people."

  I could go on but suffice it to say there is a definite pattern of deception going on here that seriously need to be looked into.
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********