Super 8 Dover

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,

We have contacted guest Id *** We are refunding
$to guest today 11/13/We even updated our customer
care case Sorry you had to get involvedThe guest
and
Manager decided it was fair

The Revdex.com This is with reference to the complaint letter dated 5/27/2015, received from your esteemed organization "Revdex.com"Customer details as follows: Name: *** *** Account No: *** Purchase Date:
7/4/ To begin with the price of the motel rooms, the prices reflected online are always different from the waprices, as online prices are by the third party vendorsIn such cases the customer should go ahead and book reservations online if they find those prices economicalAlso, there is a price difference with the changing seasons i.e, prices are low during winters as the reservations and check-ins are less, while prices are high during summers and specials days and events in the city After going through the complaints from the guest, about the cleanliness of the room and the bathroom, I would want to clarify that, it is highly impossible that the bathroom is dirty specially with urine spots, as the housekeeping cleans all the used rooms daily and the housekeeping supervisor follows by cross checking itAt times also the manager does a random check of the rooms to ensueIn case you demand we can also share pictures of our bathroom to ensure cleanliness About the beds in the rooms, every bed has a mattress, which is covered with a white fitted sheet, a white linen on top and a pullover sheet, every room also has or blankets depending on the number of beds in each roomSo this is hard to believe. About the bugs and spiders in the room, we have pest control contract which is active and is done within specific intervals and which covers the entire property, in case you demand we can fax you the copyHowever, there is a possibility that a bug might make its way to the room, in case the room is kept open by the guest for long time as most of the rooms are surrounded by trees, flower boring plants and a beautiful lake for fresh air and ventilation Also, if the guest faced so many problems why did not they come at the front desk at that very time, even though it was midnight, to resolve these issues, as we have front desk officers available 24/for guest service and satisfactionSo in that case, the front desk officer could have checked the room there and then and if problematic, to be specific with so many problems, could have offered the guest with a room change To end this email, I would want to mention, even being almost a year old case, we clearly remember, these guests were a total of to people including children occupying the room which can ideally fit only peopleAfter this was noticed, our front desk officer did go to the guest's room to request the guest about the occupancy of the room, and that so many people cannot stay in one single roomBut the guest was stubborn and rude and did not entertain our front desk officerIn return kept asking for more and more bath towels, wash clothes and other bathroom supplies, as they were back from the beach covered with sand, and our housekeeping had hard time cleaning the room after they checked out Regards, **
*** *** Super 8 Dover DE

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response that ** provided is incorrect. Upon checking in, we informed the desk clerk that there were 5 of us that needed a room. We did inquire if one room would accommodate the five of us. We were told that each room only fits 4 so we then asked if two rooms were available. Two rooms were made available to us, that would be myself and my two children in one room and my sister and her daughter in the other room. We did not return from the beach, we actually spent the day with my brother and his family in Dover, DE to view the fireworks show. My brother wasn't able to accommodate the 5 of us, as we do not ever cramp into any living space. That is not how my family operates. Our original plan was to return to my home in Germantown, MD but it became too late to drive and my sister and I decided it would be best to get a motel room for the night. Since we did not spend the day at the beach a day or even a week prior to staying the night at the Super 8, there was no sand that was brought into the room.  I actually made a trip down to the front desk to complain about the condition of the room and the bathroom but no one was available to help us, as there was only one person working the desk that night. I had to make a trip to the local Walmart to purchase cleaning supplies to clean the toilet, which had urine on it. The bugs that I also complained about was cobwebs and dead bugs alongside the window. The next morning, I spoke to ** about the conditions. He advised me to call the motel to speak to the manager, whose name is **. I asked what his name was and he told me "**." He did not take any time to listen to our stay at the motel as he showed he was not concerned about it. I followed up the next Monday to speak to him about it, which he told me that he terminated the employment of the housekeeper that was responsible for the room. He then told me to call him back. After that, contacting him was next to impossible. After over a month, I tried to call him again to rectify the issue. He then told me that he was going to reimburse me for my room and deduct that amount from the housekeepers wages. I then informed him that deducting the wages of an employee for doing a poor job was not legal. We stayed at the motel that night because all of the motels and hotels were booked since this was on July 4th. We had no place else to go.** needs to be investigated for his operation at that motel for his business practices.[redacted]

We have resolved this issue with the guest and [redacted] and our customer care office.  The guest was refunded.
 
Thank You
 
**
[redacted]

Review: The price of the motel room was advertised online lower than what I was charged for. Because of the date, being July 4th, I called the motel to verify the price. I was told their was a room available for that price. This was the last motel (and there were no hotels) available because of the date and I was reserving a room at the last minute. After checking in and entering the motel room around midnight, I had to make an unplanned trip to a neighboring Walmart to purchase cleaning products to clean the toilet and the sink in the bathroom. I felt very uncomfortable sleeping on the bed knowing that the bathroom was not taking care of, there was urine on and around the toilet. and there were dead bug and spider webs around the window in the motel room. As far as the bedding, there was only a sheet, no blankets provided. I did not sleep well that night. The following day, I brought this to the managers attention and vocalized that I was not happy with the condition of the room. He did not show concern about my complaint and told me to call him the following day to take care of the situation. Since then, I have not been able to get any resolve from the manager. He first told me that he fired the person that cleaned the room, then later told me that he planned on docking their pay for not doing a proper job. The manager has avoided many of my calls, I have not received any form of an apology nor a reimbursement.Desired Settlement: I was charged $118 and would like a full refund

Business

Response:

The Revdex.com This is with reference to the complaint letter dated 5/27/2015, received from your esteemed organization "Revdex.com". Customer details as follows: Name: [redacted] Account No: [redacted] Purchase Date: 7/4/2014 To begin with the price of the motel rooms, the prices reflected online are always different from the walk-in prices, as online prices are by the third party vendors. In such cases the customer should go ahead and book reservations online if they find those prices economical. Also, there is a price difference with the changing seasons i.e, prices are low during winters as the reservations and check-ins are less, while prices are high during summers and specials days and events in the city. After going through the complaints from the guest, about the cleanliness of the room and the bathroom, I would want to clarify that, it is highly impossible that the bathroom is dirty specially with urine spots, as the housekeeping cleans all the used rooms daily and the housekeeping supervisor follows by cross checking it. At times also the manager does a random check of the rooms to ensue. In case you demand we can also share pictures of our bathroom to ensure cleanliness. About the beds in the rooms, every bed has a mattress, which is covered with a white fitted sheet, a white linen on top and a pullover sheet, every room also has 1 or 2 blankets depending on the number of beds in each room. So this is hard to believe. About the bugs and spiders in the room, we have pest control contract which is active and is done within specific intervals and which covers the entire property, in case you demand we can fax you the copy. However, there is a possibility that a bug might make its way to the room, in case the room is kept open by the guest for long time as most of the rooms are surrounded by trees, flower boring plants and a beautiful lake for fresh air and ventilation. Also, if the guest faced so many problems why did not they come at the front desk at that very time, even though it was midnight, to resolve these issues, as we have front desk officers available 24/7 for guest service and satisfaction. So in that case, the front desk officer could have checked the room there and then and if problematic, to be specific with so many problems, could have offered the guest with a room change. To end this email, I would want to mention, even being almost a year old case, we clearly remember, these guests were a total of 8 to 9 people including children occupying the room which can ideally fit only 4 people. After this was noticed, our front desk officer did go to the guest's room to request the guest about the occupancy of the room, and that so many people cannot stay in one single room. But the guest was stubborn and rude and did not entertain our front desk officer. In return kept asking for more and more bath towels, wash clothes and other bathroom supplies, as they were back from the beach covered with sand, and our housekeeping had hard time cleaning the room after they checked out. Regards, **

[redacted] Super 8 Dover DE

Consumer

Response:

Review: We rented two rooms for check in Saturday October 18 3pm and check out Sunday October 19 11am. We checked in around 5:30pm on Saturday and left our clothing in the rooms and went to a friend's for dinner. We arrived back at the motel late that night only to be awakened by biting bed bugs. We went to the front desk clerk who gave us plastic bags to put out clothes in. We left and spent the rest of the early morning sleeping in our cars. We had rooms 140 & 141. We checked out and asked the front desk clerk about a refund. We showed her video of the bed bugs in room 140 and brought a tissue with 4 bed bugs I killed with a tissue from room 140. She asked me to dispose of the tissue outside and told us we needed to contact the booking agent ([redacted]) regarding a refund.

My sister and wife both have had an allergic reaction to the bites and now we have to decontaminate our clothing etc. so we dont bring bugs into our homes.

For the past two days my brother and I have been contacting both the hotel and the booking agent to no avail. Hopefully you can help.Desired Settlement: Full refund.

Business

Response:

We have resolved this issue with the guest and [redacted] and our customer care office. The guest was refunded.

Thank You

Review: My wife and I stayed at the motel from 16 - 22 Oct and the general maintenance of the room was poor on the verge of dangerous. The electrical outlets were lose so yo could not plug anything in, one outlet was so lose that I could turn the entire outlet with my hand. The fridge was on its last legs and was plugged into a power strip along with the TV and the microwave, I is against the fire code where I work, so I assume that it is here too. The TV reception was terrible as well, also, light bulbs in the room were out. I complained to the front desk and they replaced the light bulbs and told me that they do not maintain the smoking rooms (which I was staying in) to the same level as the rest of the rooms. This made me mad because I am a paying customer too, but since I am a smoker than I am second class citizen. They had already charged my card for the entire stay so I felt obligated to stay. Finally, when I got home I complained via the Super 8 website and called the company. I was told that I would get a response by 29 October, well that day came and went still with no response from the company, not even an apology .Desired Settlement: At first I was wanting an acknowledgment and an apology, but now it seems the corporate doe s not seem to care. I would like a partial refund of my stay since the hotel manager made in clear that my smoking status did not constitute their full service then I do not feel that I should have paid full price.

Business

Response:

We have contacted guest Id [redacted] We are refunding

$129.60 to guest today 11/13/14. We even updated our customer

care case. Sorry you had to get involved. The guest and

Manager decided it was fair.