Super 8 Motel

The customer returned the same day and we returned his deposit. I went to the room with the customer and saw trash all over. I also looked at the customer's son but neither of us saw any bug bits. We were also visited by the County Health Department and they did not find any issues.

Our apologies. Double charge found. One night refunded.

Please see the attached letter provided by the business:"Upon checking the guest in she stated she was concerned there would not be enough room for 4 adults. She had said this was the only room available since it was an event weekend and there was a race. I proceeded to check her in and she went to...

her room. She came back approx. 30 minutes later and was very nice & apologetic, said she was really sorry but she found a bigger room for her & her friends at [redacted]. I told her I was sure she would probably be charged for the room since she reserved it through a third party company ([redacted].com). She was in a hurry and just said it's OK I'll call them and cancel. I told  her she couldn't cancel because she was already checked in so it was no longer a reservation. So she said I will call them  tomorrow and left. Approx. an hr later she called me & told me I could go ahead & rent her room out because they would not be using it. Again, she was very friendly & polite. She never mentioned the odor or the room was nasty. I never heard from her again until the next day wen the husband called. [redacted].com called as well and I told them exactly what is written here."

HelloMy name is Bud S[redacted]. I work at super 8 Santa Fe,NM. The complaint ID [redacted] is resolved with the guest. I have refunded this guest to resolve this issue. Please let us know if you need anything from us.Bud S[redacted]7/22/17

BB[redacted]   Dear Contact:   Thank you for notifying our office of the concern filed by [redacted] at the Travelodge property in Tallahassee, FL.   To assist in reaching a resolution, I’ve informed the...

property’s general manager of the situation. The general manager will contact the guest on or before October 30th.  As a company, we’re committed to delivering a great experience with every stay with us.   Thank you!

Please see the contract for resolutions to Mrs. [redacted]' complaints.  It was created based upon a standard photographer's contract as recommended by the Professional Photographer's Association.
According to the signed contract, which Mr. & Mrs. [redacted] have a copy, page one, paragraph three under Reservation Deposit and Payment Schedule the following applies to Mrs. [redacted]' response:
"The Reservation Deposit of $150 is non-refundable, even if date is changed or wedding cancelled for any reason, including acts of God, fire, strike, or extreme weather.  Reservation Fee is to be paid at the time of parties signing this contract."  We consider the computer malfunction an act of God.
According to the signed contract, which Mr. & Mrs. [redacted] have a copy, page one, paragraph six under Service and Product Expectation, the following applies to Mrs. [redacted]' response:
"Client acknowledges that they have had an opportunity to view Photographer's previous work, will be allowed to look as the Photographs are captured, and based upon that assessment, Client has mad a choice to trust the eye, knowledge of Photography, Art, and final picture choices of the Photographer."  After the loss of the majority of wedding photos, the event was downgraded to a Budget Wedding, with a discount due to the loss of many family photographs.
According to the signed contract, which Mr. & Mrs. [redacted] have a copy, page two, paragraph one under  Service and Product Expectation, the following applies to Mrs. [redacted]' response:
"Client will not receive a refund, additional services, or goods when services have been rendered by the Photographer in good faith.  Photographer will listen to Client requests and base a final decision on what will continue to promote the Photographer's Brand ideals with the Client's best interests in mind."  This statement not only covers the subject of what will be refunded, but also what is requested of the photographer during the capture of an event, for example: an added video product.
 According to the signed contract, which Mr. & Mrs. [redacted] have a copy, page two, paragraph four under  Limitation of Liability, the following applies to Mrs. [redacted]' response:
"This limitation on liability shall also apply in the event that photographic materials are damaged in processing, lost through camera malfunction, lost in the mail, or otherwise lost or damaged without fault on the part of the Photographer.  Because a wedding is an uncontrolled event, the Photographer cannot guarantee delivery of any specifically requested image(s)."  Paragraph six in this section further states: "Client will not hold Photographer or the owner of the property liable and PROMISES NOT TO SUE for any injury that may occur during the session."
 According to the signed contract, which Mr. & Mrs. [redacted] have a copy, page two, paragraph seven under  Photographer's Standard Price List, the following applies to Mrs. [redacted]' response:
"The charges on this contract are based on Photographer's Current Price List.  This price list is adjusted periodically and future orders shall be charged at the prices in effect at the time the order is placed. (Example: Charges after the fact for a video requested by the bride on 9/26/13.)  Eygabroad Photography's most current price list can be found at eygabroadphotography.blogger.com."  The investment page has always been available to the client, and I recommend every client to look at the page.
From the web page:    $100 by-the-hour photographer's fee (2 hours minimum)Romance / Engagement a la cart: $150Up to 1 Hour in front of the cameraBudget Wedding:  $500
·                     Bride & Groom
·                     Ceremony Captures
·                     Bridal Party
·                     Parents of the Bride & Groom
·                     The Dress & Flowers
·                     The Cake
·                     The Venue
·                     Bouquet & Garter Toss
You will probably have a very small wedding of  75 guests or less and / or a "Justice of the Peace," is the officiant.From 20-200 Candid & Posed Photo ProofsDVD  with Full Resolution Edited Pictures, contact me for all printsEngagement photos not includedThe [redacted]' have one DVD with their Engagement photographs, and then they received a second DVD with wedding photographs. 
According to the signed contract, which Mr. & Mrs. [redacted] have a copy, page four, paragraph four under Agreement, the following applies to Mrs. [redacted]' response:
"This Agreement incorporates the entire understanding of the parties and parties agree to all its terms, and acknowledge receipt of a completed copy of the Agreement signed by all parties.  Any modifications of this Agreement must be in writing and signed by all parties."  At first, I was extremely upset at the loss of the photographs of the [redacted] wedding.  That loss was compounded by a cousin having committed suicide 6 days before our meeting.  Anything I said was under duress, and Mr. & Mrs. [redacted] insisted verbally that I needed time to process everything that had happened.   I fulfilled my promise to go farther than my own search for their photos, and sought professional help, in good faith.  No other Agreement contracts were created with the signatures of both parties.

This guest has stayed at the Rochester Super 8 four times in the last year.   5/24/16 Jacuzzi room regular rate $118, discounted to $78.94   6/11/16 Jacuzzi room, regular rate $118, discounted to $65.00 *Guest was given this rate because he complained about his previous stay (5/24/16)...

  10/1/16 Jacuzzi room, regular rate $118, discounted to 100.30   1/1/17 Jacuzzi room, regular rate $118, discounted to $85.00   These rooms all have received new stoppers in the tubs during the course of last year. These stoppers are removable and we do not receive this complaint from other guest. As I have previously explained to Mr. [redacted] he has not paid full price for a Jacuzzi room in the last year and I would not be able to extend any further discounts to him. Our Jacuzzi rooms are more expensive because the room is upgraded and the upkeep on these rooms is a lot more due to the Jacuzzi and the maintenance that comes along with the moisture it gives off. Our price for the Jacuzzi room is extremely competitive with any other hotel in the area to offer Jacuzzi rooms. I have already personally spoken with Mr. [redacted] on this matter and although we apologize he does not like the stoppers that are in the Jacuzzi tub we will not be adjusting his price for the room any further. Our housekeeper did open the door to
the room to perform normal housekeeping tasks but apologized and shut
the door immediately once she saw a person in the bed. The guest was
in bed and covered and the housekeeper was not even aware the guest
was not clothed. She did also come to the front desk and explained
the incident. The guest very angrily yelled in the lobby to which
the General Manager, Luanne S[redacted], came out and tried to ease the
situation. Luanne apologized and explained in was an accident. The
guest was not satisfied with this and stormed into our breakfast room
where he proceeded to question our other quests if this was
acceptable and how they would feel if this happened to them and if an
apology was enough. The guest was asked to calm down and not to
address other guests about the situation and when he continued and
ignored our requests to cease the disturbances he was causing the
General Manager stated he needed to vacate the hotel or we would call
the police. The threat of calling the police has nothing to do with
walking into his room but had everything to do with the disturbance
and hostile behavior he displayed in our hotel and to our other
peaceful guests.

I made the reservation on [redacted] for 23 a night with tax and an extra fee due at the hotel for 29.98. Plus a security deposit. Unfortunately I was coming alone and used my husbands card to make the reservation so since he wasn't present I had to provide a card in my name so I would have to drive 40 mins to transfer the money on to my account and then another 40 mins back to the hotel (note just made a 20 hour drive from Texas) so we asked about cash but the deposit would need to be on a card or pay 200 for the deposit. Then the GM said no has to be on a card only and by the time we would have gotten to the bank the 100 wouldn't even post until the next day. So I wouldn't be able to even use it but he refused to take cash and became very rude with us when we asked for the owners name and contact info saying no one was higher than him and it won't change. So now I'm in Las Vegas with no room to stay it a place I've spent 53 on so I could have this room with no refund.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
As of now, I have received no attempts of contact from them, and will notify you when such an event occurs.
Regards,
[redacted]

We returned her money for the overcharge.

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.
 
There are several things in [redacted]'s response that I would like to bring up now.  She said that we are being charged for 2 hours for our engagement session with her.  We were never made aware that we were only allowed 2 hours for this session.  We thought this was all part of the package and there wasn't a breakdown by hours for this.  If we would have known this, we would have hurried up even faster and would have cut her off before we reached that hour mark.  At no time did [redacted] tell us during this day that we were going over on time either. 
 
[redacted] says that she took pictures of our familes--we have no pictures with our families at all from this day.  No pictures with my parents or my whole immediate family, no pictures with friends that came from out of the country, no pictures with my husbands immediate family, none.  We received ONE picture with our entire wedding party....ONE!  I just don'get how us receiving a little over 60 pictures when over 1,000 were taken this day is okay.  She did offer to take pictures with our families after this but you cannot redo a wedding and we had family and friends there from all over the country and outside of the country so it would be near impossible to get them all together again.  This is why we rejected this offer.  We wanted pictures from our actual day--the most important day of both of our lives--not pictures on some random day after this day is over. 
 
As for the video of the maid of honor speech and best man speech.  [redacted] says that I would not have been happy if she didn't find a way to record these.  I NEVER asked [redacted] to record these myself....she did this on her own.  Why should we be charged for something that we never asked her to do and like [redacted] said.....wasn't in the contract either.  I didn't even know she recorded these until after the fact.  [redacted] also stated that I put a rush order on getting this video.  At that time, I believed us to be friends and I KINDLY asked her to send me this video.  If I would have known I would be charged later on for a RUSH ORDER I would have never asked her for it. 
 
I feel like my husband and I are getting screwed over with this.  When [redacted] first found out she lost the pictures, she told us she would try and recover them AND give us our money back.  Than it changed to recover the pictures OR our money back and now it is either.  This is not the way to run a business.  We hired [redacted] to do a job that WASN'T done.  We are the ones who now have nothing to look back at for this day and we were charged for her mistake?  This is not right.  If this isn't resolved, we will be forced to bring her to court.
Regards,
[redacted]

To Whom It May Concern: Cara Gleich, Case #[redacted], had checked into [redacted] on April 28th, 2017 and was charged for 1 nights rent of $79.69 for the room and another $100.00 was authorized on the guest’s credit/debit card for a security deposit. On the morning of April 29th,2017, [redacted]...

[redacted] released the deposit as indicated in the attached receipt with an approval and authorization code of #[redacted].  After speaking to the guest via phone call the following day, I had informed her to call her bank to find out how long their processing period is. Most banks such as [redacted] have an average processing period of 7-14 business days. [redacted], and other banking/credit card have an average of 30 business days. Please see attached receipt as evidence of return of security deposit. If you have any issues accessing the file, please let me know. Thank you, [redacted]General Manager[redacted]

I was contacted by Wynham resorts approximately 1 week after filing the complaint concerning my reservation at the Super 8 in Taos. They have offered me enough reward points to stay 1 night in any of their properties.  I have accepted that but still don't understand how that mistake occurred....

 Thank you for your assistance in this matter.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although the stylist repeatedly told me what she was going to do with my hair and then proceeded to do something entirely different, I am going to drop the complaint becuase it is not worth $45 dollars to keep going back and forth. But I will never recommend anyone to this salon or stylist. Consider the complaint dropped and solved. 
Regards,
[redacted]

According to computer records guest checked into hotel at 5:17 pm on 07/22/2016. Around 2:00 am Front Desk Manager received a call from the 3rd shift front desk. He said that guest stated the bed had stains and the toilet was dirty. He also said that he checked and didn't see anything but guest...

was very upset. Front Desk Manager told front desk to offer to move guest to another room or to check them out for a full refund and offer an apology either way for their troubles. He did make both offers and guest chose to be moved to another room. Front desk moved them. Front Desk Manager received another call maybe 15 mins later from front desk. He said that guest says there was hair on the bed and a bug. Front desk again said that he went and looked and did not see anything but again offered to either move the guest to another room or to check them out for a full refund and again offered an apology for their troubles. The guest chose to move to another room. No other complaints were made that evening. In morning at checkout guest then asked for a full refund. The first shift front desk girl explained that a full refund was offered the previous night if they wished to check out at the time of the issue. However guest had chose both times to be moved to another room then chose to remain for the rest of the night. Therefore she could not offer a refund but she did offer an apology. That day both maintenance and housekeeping thoroughly checked both rooms that guest was moved from and nothing was found wrong with either room. Both rooms were rented for the next several days and no complaints issued by any of the guests occupying the rooms.  On 7/23/2016, guest filed a complaint with customer care.  On 7/24/2016, Front desk manager tried to call guest to apologize and explain why a refund was not being issued. There was no answer however message was left on machine apologizing for the inconvenience. On 7/25/2016 Guest called customer care saying that Manager called and left a rude message. On 7/25/2016 Front Desk Manager called guest again to try to apologize for her experience at the hotel and to explain the hotels position again. Guest did not answer. Front Desk Manager did not leave another message since the first one was not received well. On 7/26/2016 Front Desk Manager again tried to call guest and again received no answer. On 8/01/2016 Guest called customer care and customer care apologized to guest. Guest restated her concerns. Customer care informed guest that they were not able to offer compensation. Guest stated that there were pictures. And sent them to customer care.  On 8/04/2016 Guest called customer care to check on progress. Customer care apologized for the delay and asked for pictures to be sent again. On 8/05/2016 Customer care sent guest an email advising that if the guest would enroll in wyndham rewards their account would be started with 15, 000 points which would get the guest a free nights stay at any of wyndham s hotels. Including Super 8s but not limited to. No responce from guest was received on that free room. Super 8 has apologized for all inconveniences experienced by guest and has tried to enroll guest in rewards program giving them a free night at any wyndham hotel of their choice. Offer for the wyndham rewards enrollment which is always free of any charge to enroll or maintain with enough starter points to receive a free nights stay at any wyndham hotel is still valid and guest only needs to call customer care back to receive.

as per our conversation yesterday 01/04/2018 I  Contacted guest directly 1/3/2018 ([redacted])  the room was booked using a 3rd party for the night of 12/13/2017, guest had not arrived prior to night audit so the room was charged and cancelled based on our policy when using 3rd parties.  I...

explained to the guest our policies and that the guest was given the room based on Night audit knowing she charged the card but was required to be out by 12pm (noon) 12/14/2017 as the room rate was only for the night of the 13th.  I spoke with the daughter the afternoon of the 14th and also explained the policy and reduced our daily rate from $79+tax to an even $25 as I could tell she was injured.  Based on our hotel policies she had to be charged for the no show on 12/13/2017 as well as the day of 12/14/2017.  I am still waiting on the guest to email me the confirmation from the 3rd party showing me that the reservation was for the 14th and not the 13th as our system shows. After receiving the email, I will then contact my corporate office to see about doing a comp room for the father (husband) on his next trip through, however once again hotel policy is no cash refunds, and no same day cancellations when using a 3rd party booking group.

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Motel is in error in saying that I stayed the full 10 days. I had intended to, but then the bedbug issue arose, and I sought medical attention and was told by the Practitioner that they were, in fact, bedbug bites and that I should move out immediately. She also advised that by law, the hotel would have to be treated in its entirety. To treat one room, is not enough. The Environmental Health Dept. of Roanoke was contacted by me, and the gentleman did in fact go out to investigate. However, his 'not seeing' bedbugs is quite common. They are very difficult bugs to find. They are also very difficult to treat for disposal of the problem. The Environmental Health Dept. did a great dis-service to me, a citizen and patron of the hotel, by not listening to the diagnosis of the Medical Professional. They were indeed bedbug bites, very viscous ones, of which I told them I had pictures of to document the bites. I also told Environmental Health, that I believed that the bugs entered via my suitcase on the floor, under the window, to the right of the air conditioning unit. They were not specifically in the bed, but there was blood on the sheets and the bugs bit me via my clothing at nights. Bedbugs are notorious for not being able to be found, especially in the light of day. I told Environmental Health that I had 'saved' two of the dead creatures out of my clothing.
This manager and the hotel's owner, were never co-operative with me in the very first place when I did as I had been instructed, by the Health Professional, and presented the Manager with a copy of the documentation
of the Medical report. He claims not to 'have seen a copy'- however, the Staff and I myself, saw it in his hands when they passed it off to him behind the Counter. It is a disgrace to him, and to Super 8 Corporate who I
also contacted that they did not immediately re-fund my money to me, the customer. This problem need never have gone this far. The Reservation was made through Hotels.com and the Manager and Owner REFUSED from the outset, to even deal or talk to Hotels.com regarding the problem.
My Medical bills total $800 + which I have given to the Revdex.com. The Hotel refund is exactly $434.32. If the motel Manager or Owner will contact Hotels.com and deal with them, as they should, the amount of the Motel refund,
might be slightly less. The Medical bills stand. Because of the belligerent attitude of the Motel's owner and Manager, this whole situation has caused me more stress and time than necessary. I expect a full reimbursement of both. [redacted], RN, BSN

Initial Business Response /* (1000, 8, 2015/09/14) */
9/14/15
Manager:
Trying to resolve customer complaint.
Payment collected by hotel is $64.86 and $150.00.
At check-in, looks like there was some misunderstanding. I have check-in charges of $56.86, $8.00, $25.00. Rate of $49.99 plus...

taxes which came out to be $56.86, staying with us on the weekend (friday or saturday) add $8.00 to rate. $25.00 security deposit was taken due to payment option. Upon departure date, guest room is inspected to credit back charges for security deposit. We found pet fur/hair in room. As a rental you are fully respsonible for your room until you check out from hotel. As it states on registration form no pets are allowed on property. Guest did not mention anything about service animal in this case.
If guest was unsatisfied with property upon check-in, with no use of hotel room, charges would have been reversed. Guest did stay and checked out July 26, 2015.

These individuals have complained on four different formats now. The hotel switched to a non smoking hotel changed from the time they made the reservation to the time they checked in.  When they checked in, we offered them a refund and they did not take it.  They booked through a...

third party website and I told them that they would have to get the refund from them, but we would approve it.  They stayed here three nights and wanted a refund after they checked out.  They complained each day they were there and they were offered a refund for the remaining time their reservation was for.  We will not refund anything.

DO NOT STAY HERE!!!
We had bugs in our 1st room. After moving and unpacking, we found that we had bugs in our 2nd room as well! The key cards had to be reprogrammed 4 times (having to go to the front desk and being given a lame excuse each time)! There were burn holes in the bedding and furniture, as well as holes in the walls, broken electrical wall plates, and a 2" gap under the exterior door!
We rented a jacuzzi (jet tub) room and the water was OFF for several hours! After one of the contractors finally turned our water on, the water was contaminated with thick mud and grit and never cleared, rendering using the jacuzzi and drinking the water virtually impossible! We had to use bottled water to brush our teeth! And...not that we used it other than for sponge baths, but the water never got hot either! The same contractor also had to come to our room to replace the faucet aerators that were all clogged with the gunk coming through lines, so that we could be able to even draw the nasty, muddy water! Needless to say, the outdoor pool was not filled or open (due to the nasty water)! The carpeting was sticky and nasty and badly in need of replacement, and, lastly, the refrigerator barely worked!
The incredibly rude staff offered to move us a 3rd time at 10pm (after we were unpacked and settled in)...or told us we could leave!!! (again, at 10 pm!) They offered me a $10 refund to move to a standard (non-jacuzzi) room (even though the rate difference was $30 and they offered nothing for my inconvenienceS), and when I asked to speak to the manager, I was told he had gone home and COULD NOT BE BOTHERED!!!
We stayed a second day (only because we could not find an available room at any other motel) and the manager never even attempted to contact me, even though we were there for 36 hours after I voiced my concerns!!!
In my opinion, this place should be avoided like the plague!!! STAY IN YOUR CAR, OR ON A PARK BENCH...BUT NOT HERE! This was the nastiest, dirtiest, rudest-staffed motel I have ever had the unfortunate experience of staying at!!! NEVER AGAIN!!!
If you're ok with paying to stay at a homeless shelter...this place is for you! (Bring your disinfectant spray).
If not, BE FOREWARNED...and RUN IN THE OTHER DIRECTION!!!