Complaints

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked my reservation through supergo.com for December 6, 2023. I checked out the next day on December 7th. I have two charges on my credit card , one from the hotel and the other from the website. The supergo.com reservation was B_12279853 for $82.30. The hotel also charged me $153.96. I want both charges refunded at this point. I have been trying for 3 months to get a refund. I contacted my bank and the hotel several times.

  Business response

  02/27/2024

  Good morning,

  We are attaching the guest documentation for her the stay. The Hotel collects $150 deposit, fully refundable upon check out and $3.96 daily fee, each client is aware of these charges (I attach the Hotel registration with the client's signature and the receipt of the transaction signed by client). Our check out is at 11am, the client did not leave on time and the system was charged a late check out of $35+tax. (I attach the Guest Record document). A balance of $110.45 was returned to the client (receipt attached). The client only tried to contact us once, our records say that she received some documents in our email which were printed at no cost.

     $150- Deposit(refundable) + $3.96(daily Fee no refundable) = $153.96 - $39.55(late check out) = $110.45 ( refund to the client 12/7/2023)

  Regards,

  *************

   

   

  Business response

  03/01/2024

  Good morning,

  We are attaching the guest documentation for her the stay. The Hotel collects $150 deposit, fully refundable upon check out and $3.96 daily fee, each client is aware of these charges (I attach the Hotel registration with the client's signature and the receipt of the transaction signed by client). Our check out is at 11am, the client did not leave on time and the system was charged a late check out of $35+tax. (I attach the Guest Record document). A balance of $110.45 was returned to the client (receipt attached). The client only tried to contact us once, our records say that she received some documents in our email which were printed at no cost.

     $150- Deposit(refundable) + $3.96(daily Fee no refundable) = $153.96 - $39.55(late check out) = $110.45 ( refund to the client 12/7/2023)

  Regards,

  *************

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Would like my security deposit back. They took my security deposit for smoking and i was not smoking in the room. Never infirmed me or anything. I had to call to find out why i havent received my security deposit back. Cameras show me going outside each time i smoked during my stay.

  Business response

  08/22/2023

  Good afternoon,
  
  Mrs. ***** when she checking in we explained that our property was smoke free and that please do not smoked in the room or inside the property, the client stayed one night, she was called to her attention because she was smoking, In the second stay (I attach the documents) a smoking fee was charged for smoking inside of the room. Our property has signs indicating to the client that they must not smoke. (attached pictures) also the Hotel Registration is include where show Mrs. ***** signature in the Hotel Policy.  Thank you. 

  Customer response

  08/22/2023

   
  Complaint: 20422266
  
  I am rejecting this response because:
  I was never notified of a smoking fee. I was called down to check in for my 2nd day i booked seperately and paid a booking fee or similar for the day not for smoking. As you can see i have never received a document nor signed a document stating i would pay a smoking fee. I never smoked in that hotel.
  Sincerely,
  
  *************************

  Business response

  08/24/2023

  Good afternoon,

  We adding extra documentation to this case.

  Agreement signed (Hotel Registration) by the client for the following room night stay. 

  07/23/2023 to 07/24/2023 

  07/24/2023 to 07/25/2023

  Thank you,

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 22,2023 I booked a reservation overnight at this location for business purposes. The total was $219.49 just for the reservation . Once I get to the hotel for check in I am charged another $153.96 for a security deposit. This business is comitted ''to welcome them. This mission, along with our values, guides the way we do business every day.'' The hotel ********************* were indeed NOT welcoming, nor respectful to their core values. The business's core values are ''Integrity'', ''Accountability'', ''Inclusive'', ''Caring'', and ''Fun''. To elaborate, they are to ''hold ourselves to the highest standards. Were responsible, truthful and transparent. We do the right thing. '' They are to ''honor our commitments and deliver results. Under any circumstance, we stand up and say: Count on Me. The Business was not upholding any of *******'s core values nor promises. I experienced a terrible stay. The hotel staff was rude, and mostly spoke only spanish. The unit was crawling with cockroaches. Worst of all the disrespect that came from the business was appalling. The nature of this dispite is in regards to the $150.96 security deposit that these crooks and liars are currently thieving from me . I had placed the booking via ''******'' a credible third party app. Upon checkout (11:00 AM)I was told I would be recieving an email regarding the depsoit being reflected back into my bank account. At 11:00 PM I call the hotel back to ask for the email that was never sent. They said they would send it in the next few minutes. They indubitably did not. I call again at 4:00 AM the next day as I land back home from my flight. They now say that they are not going to release back the $150.96 security deposit due to me ''smoking marijuana'' in the unit. I do not smoke nor participate in any illicit criminal activity. The room was left spotless top to bottom. I attempted to reach out to ******* customer services & the ****** app for help however they couldnt reach the hotel

  Business response

  08/15/2023

  Good morning,
  
  It is unfortunate that the client has been charged a $150 smoking fee, our facility is smoke free and we explain that to each client who checks in at our property. In the registration that the client signed it shows it (attached document) The client was only charged the deposit and the daily fee, the charge of $219.49 is not register in my records, maybe his agency did (attached the hotel charge receipt) ***************** never came  to us to letting us know about any dissatisfaction in pour property, if it had been so, we would have gladly returned his money and we would have given him some option of a Hotel with the quality he was looking for. We do not force any client to stay with us if they not satisfy.  When the *********************** went to his room at check out time, there was still a very strong smell inside the room. Every time a client smokes inside, we must do a deep cleaning of the entire room, curtains, mattress, everything in general to be able to eliminate the smell completely and can be rented to the next person who will certainly not be to blame for the previous client not following the rules. For us it would be better not to charge to eliminate complaints like these but the rules are fully explained to the client. Regarding the language of some employees, I find ********************** comment discriminatory. At our property we have employees who speak more than 2 languages and English is one of them. Unfortunately, I would not know about this experience in particular that ****************** had.  Attached I include all the documentation about ****************** stay, BB letter, Folio, registration (policy with guest signature) , Charge receipt , ****************** ******* Driver License (some information was crossed out for the safety of our client.) 

  Regards,

  **** Li 

  Customer response

  08/16/2023

   
  Complaint: 20369353
  
  I am rejecting this response because:
  The response ************ gave to me is false & disrespectful. 
  My initial problem with this establishment is that I am being scammed out of my $153.96 security deposit . In my initial statement submission I mentioned that the room also had multiple roaches & insects crawling around the unit . 
  This statement was to emphasize that my experience with this inn was completely horrible on all levels . Even after the main problem which is the financial theft they are trying to commit here.    It is completely impossible for the unit to be having any smoke  or smell of smoke because I do not smoke nor participate in ANY illegal activities . I am upset the company is disregarding anything I am saying and disrespecting me , calling me a criminal , racist, and a liar. 
  Never in a million years would I have expected an official establishment that I came to conduct business with upon hundreds of dollars on , would go to such great lengths to justify their case. I mentioned in my initial statement submission the staff mainly only spoke Spanish. This is a true factual statement. Not discriminatory . There was an actual communication barrier especially considering establishment never answered any of my phone calls , my families phone calls , my banks phone calls, the ****** apps phone calls. I would appreciate a refund of the security deposit you stole . Thats all I want out of this . Thank you 
  Sincerely,
  
  ***************************

  Business response

  08/24/2023

  Good afternoon,

  
  ****************** file a charge back, Pre Compliance Dispute with his credit card provider. We will accept the charges and the client will be registered on the don't rent list and their behavior will be reported in writing to their travel agency. 
  Thank you,

  
  **** Li 

   

• Initial Complaint

  04/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Arrive by Uber at this hotel to check in. Tell the front clerk **** or *****. (Whatever her name is) that we done paid for the stay and the $150 security deposit. Showed her my bank statement where weve been charged. She continues to tell me that Im a liar and if I want to stay I will have to pay AGAIN. We booked the stay through booking.com. So hopefully we get a refund. Had to call another Uber at midnight to try and find another hotel because they wouldnt let us stay. Front desk clerk was extremely rude!!!! Kept calling the woman in front of us a ******** was an extreme mess. Will never stay at a travel lodge or use booking.com ever again. Please stay away from this hotel. Please!!!! It may be cheaper than the rest. But its a complete joke. Definitely dont give off good safe vibes either!!

  Customer response

  04/20/2023

  Paid the fee and was denied to stay saying we didnt pay. But you can clearly see it on my bank statement that we was charged and it removed my bank account. 

  Business response

  05/02/2023

  Good afternoon,

  
  The client had a reservation from 04/15/23 to 04/16/23. The security deposit had been charged in advance according to the policy of  ****************** (attached document) the confusion is unfortunate but the  reservation had not been paid when the guest arrive, we never said any time that the client was lying, only that in our system the payment was not reflected but the client said that if it was in the bank account, the charge that client showed us was only an authorization, it was not a charge(Sale). We are very sorry for the confusion, perhaps the guy from the Front Desk did not have good communication with the client and I apologize for that. The security deposit for $150.00 was returned in full on 04/15/23 (attached document).

  Regards,

  *************

  General Manager

  ****************** 

   

  Customer response

  05/02/2023

   
  Complaint: 19942036
  
  I am rejecting this response because:  you all are clowns!!!  Especially the woman working the front desk that night. I have never seen such unacceptable behavior from a worker at any place. That woman deserves to be fired!!!  The way we was treated and the family before us. I was very embarrassed!!  Ill never ever stay here and I will warn others of the s*** show you all run down there. 

  It might of been an authorization but the money still came out of my bank account as you can see in the pictures I provided.  So yes it was a charge and had I gave the woman working my card, I would of been charged again!!  No way am Im stupid enough to let that happen!! 
  

  Anyways, I got my security deposit back and the money back from the authorization charge . So this case now be closed but I promise you I will never and I mean never step foot on a travel lodge location or whatever its called. Ill also be warning cruise ship guest to never book a stay from this location!!! 
  

  BBB, this case can be closed now since I got all my monies back!

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

*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. ↩