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:02/13/2024

  Type:Sales and Advertising 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 hotel room for myself and my husband for our anniversary. The room I booked was advertised specifically as a king sized jacuzzi room the jacuzzi being the main feature for the room. It was advertised as having built in speakers , tv and dvd . Upon getting there the tub was not clean and my husband and I had to hose it out prior to even using us . The speakers were busted and the tv nor dvd player worked . The manager ****** came to the to room and tried to fix it and then told us it was not working and offered us another non jacuzzi room as he had non available . Or he said he would provide $100 discount for the room since it was not working as advertised. We agreed and moved on . That morning they also advertised continental breakfast which consisted of old cereal molded bagels and milk that had been sitting out on the counter for hours. Upon checkout I requested a receipt reflecting my charges to which ****** informed me that since I booked online I would receive my reciept through booking.com reflecting the updated amount . I never did and my card was charged the full amount. Fast forward to today. ****** has informed me he isnt honoring the refund and stopped it after he imitated it because I left my honest review on booking.com . I have filed a dispute with PayPal , as well as with booking.com against this facility . I was also recently blocked from their ******** page after attempting to share my experience and warn others . I have done some further reading of other reviews and realize now that this hotel has done very similar to other people and they need to be stopped . If you didnt advertise certain things I would have never booked a room in the first place . I booked it only for the amenities advertised that were non existent, and I expected that when a manager told me he was going to make it right he would have and I wouldnt have to fight this hard for what is right .

• Initial Complaint

  Date:11/19/2022

  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.

  On 11/6/22 at 9:20am, my husband called the Super 8 to make a reservation for a work trip. He asked the cancellation policy before setting the reservation because there was some uncertainty about the jobs official start date and he didn’t want to end up paying a cancellation fee. He was told to cancel by 2pm on the day of the reservation to avoid a one night charge. The confirmation email for his reservation stated the same thing. The job ended up being put on hold with no official start date. He called the hotel on 11/6/22 at 1:31pm and no one answered. He called again at 1:35pm to cancel the reservation. The front desk receptionist told him he would be charged a one night charge for canceling which he argued shouldn’t be charged. They charged him anyways. After checking the cancellation policy on the confirmation email, he called again at 1:40pm and spoke to the general manager who told him they’d call him back. We called them twice on the 7th and was told by another manager that we would be refunded within 7-10 days but there was never a receipt sent. A refund was never received. I called the hotel on 11/18/22 and spoke to a third manager who told me I would not be refunded no matter what the policy says. I contacted the ******* ***** ******** **** line and was told this hotel is individually owned and managed so they cannot assist me. They connected me back to the hotel. The manager told me since I had complained to corporate, they won’t speak to me and I can stop calling the hotel. He then hung up. Now when we call, no one answers. The customer care department stands by the fact that they do not have to honor this due to the property being individually owned.

  Business Response

  Date: 05/18/2023

  The guest/customer has filed a dispute with their bank, the hotel has received a chargeback from the bank, and the guest has not paid the "Cancellation fee" However Guest has received a full refund from their bank, cause the chargeback was accepted by the hotel.
  

  Thank You
  
  Rishabh P**** 
  General Manager