Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It started day 1 October 8th i paid the person from my bank card. We went to our room it was ok the first day. I went down to the lobby the person behind the counter said he didn't receive our payment he said we had to get out. I looked at my bank from my phone it.showed the a.ount of $910.99 was out of my account. He said if I don't receive it by this afternoon get out. He harassed me for 3 days. I had a person call about a week before we were going to be in ******* Colorado he said we owed him $198.65 for Expedia. If I didn't pay him on that September 18 he would cancel our reservations. I never use any of those services. So I paid him. I called him to see what he could do he gave me a reference number to bring down to the front desk. Everything was fine then. We ended up paying an extra $198.00 on top of the $910.99 which was wrong. His telephone number **************. He is not from ******* he is from a personal firm. I contacted the Super 8 by Wyndham headquarters in ********* complained to them they wanted to give us ***** points for what happened at our stay. Never have I been treated at a hotel with such rude and harassment as I was. My husband and I never got any sleep people next to us party until 2:30 in the morning, teenagers kept running down the hall, the hallway was dirty something spilled on the carpet it smelled terrible. There was no management at the hotel. There was a old trailer parked in the back of the hotel. So many people we t in and came out looked like a drug place. There was no smoking in the building everyone smoked in front of the exit door blowing the smoke at you. I had to bring our garbage down every day and to get towels. I went to the person in front why we didn't have a both mat he said you won't fall???. We had a handicap room because of me. I'm handicap. The trailer was moved just before we left the police was there to have it moved. I think we should get some money back for all we went through.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/17/2023 we booked 2 rooms at this hotel. When we arrived 1 room was dirty....unmade beds, dirty towels....and the other had things missing like a frig and microwave that we needed. The staff moved us to 2 different rooms. One room already had someone in it...food on the table, tv on, dirty towels on the sink,...the other was also dirty with unmade bed. The hotel was full and they had no other rooms. We could not stay and the manager after repeat calls and left messages has not contacted me to resolve this as we had to find another place to stay for the weekend.

  Business response

  03/09/2023

  BBB Case #: 19430049
  Hotel Site #: 08130
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***************************** at the Super 8 by Wyndham property in ******, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we do see that the property management team refunded the guest in the amount of $115.93 USD, on 2/20/2023. We feel the best resolution will be achieved by direct communication between the property management team and the guest.

  Once again, we apologize for any inconvenience this may have caused.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ************************************

  *******
  Liaison, ****************************************************** & Resorts, Inc.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon I travel for work from ** to DC, and I once lived in ** so I know the areas that are close to work. I remembered your motel from a stay while I was in the middle of moving a couple of years ago. I booked my Room with ***** at a really nice rate. The first night was on Sept 15th. I will first put this into perspective I am transgender and this plays into part of the situation involved. I check into my room and notice that I was between two other transgender groups doing activities that I would say are night work(the best way to put it), I don't judge but it was just who was hanging around the rooms that made me feel unsafe. I actually had to call my co-worker that was checking in later to tell him what was going on and stay on the phone with me while i walked outside of my room. I went to the desk and asked to have me room switched, i was told " we don't have rooms". That was a lie because my coworker got a really nice room(he is white) a hour later, as I found out. I get back into my room and notice not only crickets but my television doesn't work. At this point I called Agoda and they complained and was told " we don't have rooms". Again that was a lie(you just lied to the company that knows if you have rooms or not). So in all I had a report that I couldn't type for the morning meeting, and i couldn't sleep all night until I believe 4:30am when the cricket decided to leave. I also want to note the internet doesn't work, cell service ***** and I left 23 dollars in the hotel room( the phone numbers don't work so i couldn't call them back to inform them).At work my coworker and I compared notes on our stay and he had a clean room in the front side(I was put in the corner on the bottom backside), and his room was super clean. that was room 377. Sometimes I have to stay additional nights which this time was an occasion. I thought okay it cant happen twice, but it did, I was put in room 371(seeing a pattern here).

  Business response

  09/19/2022

  BBB Case #: 18043952
  Hotel Site #: 50560
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by ******************;at the Super 8 by Wyndham property in **********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  Once again, we apologize for any inconvenience this may have caused.
  Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at ************************************
  
  
  ******
  Liaison, ****************************************************** & Resorts, Inc.
  Office: ************

  Customer response

  09/19/2022

  I do understand that, and I had a great conversation with one of your liason.  But the problem is this as I meantioned, they pointed **** on call corporate if I have problems.  I was also given the sane incorrect number that is on ****** and your website.  So what i feel is this is going no where because the company that franchised this location doesnt have correct information for the franchisee, this is just like basically nothing but s loop, and im sure has a franchisee they have to meet certain standards. But you do not have acurrate information for the owner.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  09/20/2022

  BBB Case #: 18043952
  Hotel Site #: 50560
  Customer Care Case #: ********

  Hello:

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. The email address for the property management team is **********************. We have also requested that the ** contact the guest either via telephone or email. Please have the guest monitor their spam/junk folder to ensure they do not oversee any possible communication from the property management team.

  Once again, we apologize for any inconvenience this may have caused.
  

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ************************************
  
  Melissa 
  Liaison, ****************************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I addressed a matter concerning a weekly rate with the previous hotel's general manager ******* at the location in ****** not knowing she was no longer employed there and when initially speaking with the representative at the front desk it was quite alarming as it was a male gentleman who appeared both disinterested in helping me nor seemed in any way interested in the questions I was asking him as he sounded like a younger person and in no way should have been answering the phones providing customer service to individuals having to call back where I was then finally told ******* does no longer work there with a new manager taking her place named ****** as I cannot tell you how many times we have called this week in attempts to get weekly pricing with no one ever answering the phone, ever. I would like to say we were provided with a weekly rate of four hundred and seventy five dollars by the hotels previous manager ******* who may have left notes with the hotel's system, please. I would appreciate it a great deal if someone from this hotel would contact me via email in order to assist me, please. Thank you.

  Business response

  07/08/2022

  BBB Case #: ********
  
  Dear Contact:

  Thank you for notifying our office of the concern filed by *****************************. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.

  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  
  If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.

  *******
  Liaison, ****************************************************** & Resorts, Inc.
  Office: ************

  Customer response

  07/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau: Please, allow me to begin by thanking the hotel for its quick response and provide you with the name of the hotel Super 8 by Wyndham ****** ***************************************************************** along with the expected date of arrival, 10-01-2022. Please, allow me to also thank the Better Business Bureau for all of their assistance as, well. Thank you.

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8th, 2022, my hotel stay at the Super 8 Pennsville location was unlike any experience I have ever dealt with for the past 2 weeks. I have over 50 bed bug bites on my body with documented pictures and videos. Additionally, verbal confirmation from the employee staff at 2am in the morning when I ran to the front desk for help he came to the room and confirmed I had bed bugs. I took pictures and videos of the bed bugs. I informed the hotel staff I am immediately taking a shower in a different room and I am evacuating the premises immediately. We have bought hundreds of dollars worth of items to try and rectify carrying bed bugs home. This included immediately discarded all of our cloth items and bagged items that were left in the room upon our departure. Bought new clothes at ******** rotating between the couple of ******* outfits for the past 2 weeks, continuous laundry washing, separating the rooms in the house to not disturb any further rooms. Both guests 2/2 have identified bed bug bites and also sought medical attention. Currently sleeping on air mattresses and have not slept in a normal bedroom to try and minimize the cost of sleeping in a hotel for the past two weeks to try and savor money and also trying to have a balance of not spreading the bed bugs. After over 5 attempts to contact the hotel, wyndham garden and super 8 I have had no avail. I am seeking immediate relief and communication from Super 8 as I am mentally distraught from this bed bug experience that continues to impede my daily life, including continuous bed bug bites that appear on my body even after I have left the hotel. Pictures and videos and receipts will be sent upon request.

  Business response

  06/21/2022

  Hello,

  Thank you for contacting Super 8 by Wyndham ************** This ******************** is being handled under BBB Complaint # ********

  *******
  Liaison, ****************************************************** & Resorts, Inc.
  Office: ************

  Customer response

  06/22/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejected the business response:
  
  My case #******** has NOT been resolved.
  The case #******** is NOT my case. Please verify the name, phone number and email address, because case #******** is NOT my case.
  
  My case has not been correctly identified, thank you.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business response

  06/23/2022

  BBB Case #: 17453008
  Hotel Site #: 19976
  Customer Care Case #: *******

  Dear Contact:

  Thank you for notifying our office of the concern filed by ******************************* at the Super 8 property in **********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.

  Once again, we apologize for any inconvenience this may have caused.  If the guest had to seek medical attention, she may forward that information and upon us receiving it, we would then be permitted to reach out and request the properties insurance provider information.

  Wyndham Hotels and ********************* received several ******************** complaints for the same guest pertaining to the same property.  The initial BBB complaint we received was 17452905; therefore, this is the number of the BBB complaint on our end.  Guest may want to contact BBB and have them close the duplicate complaints that were opened to eliminate any further confusion.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ************************************

  Kind Regards,

  *******
  Liaison, ****************************************************** & Resorts, Inc.
  Office: ************

  Customer response

  06/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  I respectfully, do NOT accept the response made by the business. There were TWO people staying in that hotel room on TWO different beds. Both of us were severely bitten, one sought medical attention due to a painful allergic reaction to the bed bugs (videotaped, pictures, and confirmed visually by the hotel staff that it was bed bugs) and the other was bitten over ***************************************************** that room for all guests (two) on different beds to be bitten severely. This is a serious health and safety concern to the public that is 100% being ignored by the immediate hotel staff and also by Wyndham customer service. 

  Each person, including myself has the right to express their experience during the hotel stay. I have been completely ignored after several attempts to resolve this with the hotel to no avail.

  Again, the case no. 17452905 is NOT my case. That is the other guest in the room.

  I have the right to express and rectify my own experience in the hotel that has been ignored by Super 8 and Wyndham Garden.

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

*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. ↩