Complaints

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  we booked a stay at this hotel/motel on June 1 because they were pet friendly and they had a first floor room where we needed to be. When we got there they only had a room on the third floor. We also needed smoke free. The room they had us supposedly stay in smelled as if there had just been a smoking party there and the entire hotel was disgustingly dirty. We went to get out money back because there was no way we could stay there. They refused to give it back to us. I have logged complaint with the hotel and with the parent company and gotten no reply at all.

  Itinerary Number: ********   Status: Confirmed
  Guest Name: *** ******
  Rooms: 1 room for 1 night
  Check In: June 1, 2023 (Thu)    Check In Time: 3:00 pm
  Check Out: June 2, 2023 (Fri)   Check Out Time: 11:00 am
  Hotel: Super 8 by Wyndham Charleston WV  6311B MacCorkle Ave. SE  Charleston, WV 25304, United States
  Cancellation Policy: Cancellations or changes to bookings for this room will be charged the first night of the booking after 18:00 in 1 days before arrival date, if no show, will be charged the first night of the booking.
  The following policy was agreed to at 2:19PM CDT on 08-May-2023 at the time of booking.
  Support: Live Chat Request a Call.   Reservations@lodging.support   +1-800-497-2175   
  Tax Recovery & Fees: $39.72 USD
  Total: $142.71 USD (prepaid)

  Business response

  06/26/2023

  Hello,
  
  I am sending you all the information you need regarding this reservation.  As you can see this reservation was booked through 3rd party as SMOKING ROOM.  Once gst complaint about the room we tried our best to move them to different room but gst did not want to do that.  It is not property fault that they booked smoking room and we do not accept pets at Super 8 but when my employee told me about it I told my employee to go ahead and take the pet with $25 pet fee.  We have 2 properties located on this address, first 2 floors are Days Inn which is pet friendly and non smoking.  3rd floor is Super 8 which we have smoking rooms but does not accept pets.  I know people make mistake but on that day we did not have any non smoking rooms left at Super 8.  I don't know who told them that Super 8 is located on 1st floor, but I do know for sure it was not one of my employees.  Once again we tried to solve problem but if gst not willing to wrk with us than I can not just give them refund and me lose revenue.  Because we do not have housekeeper working 24 hrs to clean the rooms.  This reservation is pre-paid that means gst did not pay us at the property, so if 3rd party not willing to give them refund than there is nothing property can do.  Hope you guys understand from my point of view as a business.
  
  Thanks-Denish Patel    I have attached the documents for you guys to review. 

  Customer response

  06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from the motel is full of lies.  We will not stay in a West Virginia motel again and be sure to tell everyone we know of the lies and dirtiness of the Motel 8 suggesting that they also boycott all motels in that area.

  Margot ******

• Initial Complaint

  04/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Once checked in, I was in my room for no more than 5 minutes after finding stained sheets, cigarette burns on the blankets and sheets, possible mold on the air conditioner, and mouse droppings in the bed. The room was generally in a state of disrepair but, until I examined the bed, I was almost willing to stay the night as I was exhausted from driving. Also, in the brief time I was there, I observed active (hard) drug use/dealing in the parking lot and was not sure if my car would be safe out there for the evening. I had to spend 40 minutes driving to find another hotel last-minute and had to pay a higher price to make a last-minute booking.

  Business response

  05/01/2023

  guest had received refund on april 19th 2023 day after the arrival for april 18th 2023. Attached is the folio showing refund was done.

  Customer response

  05/04/2023

  [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:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Bernadette ****

*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. ↩