ComplaintsforSuper 8 by Wyndham Mendota

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked 2 rooms back in June/July under my husbands name for august ***** for us to go to Mendota for the sweet corn festival and we were vendors for that show. Our room was disgusting. Cigarettes ***** in the blankets, dirty floor and dirty bed sheets (had black stuff on it) dresser had dead bugs in it and tv didnt work. We were switched to a different room which was even worse. I stripped the bed and took the sheets down stairs to the lobby where they asked what they were and I showed them old pee stains and black stuff on the sheets. They then moved us back to the room we were originally in. They said they cleaned it and put new sheets in and they lied. We gave up and just went to bed it was around midnight. My kids needed to go to bed. Come morning there was no breakfast for my kids to eat. On the morning of the 14th my son fell and almost had a nail from their construction end ** in his knee they do not care about their guest only the money. I then asked them about a situation that took place last year and the women said she remembered the issue and she would work on fixing it but since ***** called me to resolve it. I have since reached out to the customer service line where all they wanna do is give me points. I am not a rewards member. I just want all the money back and the money from last years issue. I would not recommend staying here. If I was a inspector I would have shut this hotel down! Its unsafe for kids and not clean.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Reservations made in March 2022, Upon check-in, paid $128.32 Super 8 Mendota, IL - A Wyndham property My saga begins back in April of 2022. I had booked 2 nights at the Super 8 in Mendota, IL for the 8th & 9th. I read all of the ****** reviews, good and bad, and balanced them. I figured with ***************************************** sketchy lodgings before, that it couldn't be all that bad. I was wrong.I checked in and upon getting my key walked down to the room to check it out. Dark, dingy, musty, but survivable. Checked for bedbugs. Nothing, +5. Noted that the chair (from early 1970's) had a huge stain on it, (-2) ok, not planning on sitting, just sleeping. Peeked in the bathroom, ceiling tiles falling down (-2), but again survivable. Appeared clean. At +1, ok.I went out to the car and got my stuff. When I got back, I had to go to the bathroom. I lifted the cover, noting a nasty stain in the bottom of the bowl. eh, ok. Being male, I then lifted the seat (-20!!). NOPE!!! Immediately went and washed my hands. The bottom of the seat had pubic hair and ***** matter all over it!! I was almost instantly sick and I do not get grossed out, remember, Army, so cast iron stomach, and I have a medical background, but none of it helped here.I didn't even use the toilet. I gathered my stuff and went to the desk to check out.I told the guys working the desk the whole story and that I would like a refund of my money. One, who said he had cleaned that room took the key to investigate. When he came back he said the things that I claimed as ***** matter were actually cigarette *****. They stated could not issue a refund, that they would have to have the general manager contact me and that she would have to authorize it.No matter what, I was NOT staying there. So, leaving with a promise that I would hear from the *** I went and stayed across the street.Today is 7/22/22. Over the last few months I have left numerous emails and voice mails, the ** does not respond.

  Business response

  07/25/2022

  BBB Case #: 17611168
  Hotel Site #: 02913
  Customer Care Case #: ********
  

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by *************************** at the Super 8 by Wyndham property in Mendota, IL. 

  As a gesture of goodwill, we would like to offer you ***** Wyndham Reward points -- enough for one free night at any one of our tier 1 Wyndham ************* worldwide.  If you have yet to enroll in Wyndham Rewards, you can do so here: https://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=

  If the guest wishes to receive a refund, unfortunately customer care does not have the ability to issue such and they will need to work with the 3rd party booking agent and/or the property directly.

  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  

  Again, we thank you for bringing this issue to our attention.

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

  Customer response

  07/25/2022

  I have been made this same offer many times, but it is unacceptable for the following reasons:

  1) I am not a Wyndham Rewards member, nor do I wish to be.

  2) Based on this experience, I will not stay at another Wyndham property again, and I am actively advising others not to.

  3) I paid for a service that was not fulfilled. In all other businesses if a service is not fulfilled, a full refund is expected. - Please refer to the attachment as then next line clearly shows I opted to stay at a different hotel because this one was so far below any expectations of livable.

  Wyndham's corporate policy is that the independent hotels under their brand are responsible for money intake and refunds, unfortunately, every attempt at communication with this branch has been futile. Numerous emails and telephone calls have been initiated by me with no response from the General Manager of the property. At that point, I would expect Wyndham to, upon being notified of the issue, to step in and follow up with their property manager so as to protect their brand.

  Maybe their hope is that it is such a small amount, that eventually I will go away. Let me assure you, that will not happen. This is a matter of ethics. In business it is best to do the right thing always; no matter what the other guy is doing. If Wyndham cannot stand on ethical ground, then it deserves to have its brand image eroded.

  Business response

  07/25/2022

  BBB Case #: 17611168
  Hotel Site #: 02913
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by *************************** at the Super 8 by Wyndham property in Medota, IL. 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: ************

*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. ↩