I booked a room over the phone for the Portland, OR Super 8 Motel a couple of hours before I left for the motel. This Super 8 is by the Portland Airport, and offers a fenced parking lot you can use while you are away if you stay at the Super 8 the night before you leave. I was quoted the price of $63.88 over the phone, and I even mentioned that it was only $20 over the regular nights rate and the clerk agreed. This was a real savings over leaving my truck in the long-term parking at the airport.
When I checked in later that night, the same person was at the desk as who took my reservation over the phone. She charged me $73.88 instead of $63.88 - I questioned the difference and she said she never quoted me the $63.88 at all. I had it written down from when I was taking notes during our conversation, and all the other info I wrote down was correct to the penny. She would not budge. It gave me a real ripped off feeling, but it was late in the evening and I felt a bit stuck with paying the $73.88.
When I arrived at the Super 8 Motel in Ames, IA, the experience with the front desk clerk was the weirdest I have ever experienced. My on-line confirmed rate was $39.49 a night. I gave my confirmation number and his rate was $49.00 a night. I challenged the amount nicely, and he went off on me about how he didn't "have" to honor any on-line booking amounts, and in fact told me Super 8 was going to stop honoring all bookings that were made on-line except those made through the direct Super 8 website.
He really had an attitude of doing me this big favor by putting through my room rate at the $39.49 amount and actually said that he didn't have to honor it but would this time. He told me that Super 8 didn't honor AAA discounts either, but it is printed right on my confirmation that my room rate is a AAA discounted rate.
This gentleman lectured me about on-line booking sites, how bad they were for Super 8, how Expedia was one, and that I had booked through Expedia. I told him I didn't think I had used Expedia, since I didn't use that site, but he insisted. After I checked my paperwork, it shows that I booked through United.com, not Expedia. But I got a lecture about using Expedia anyway.
On another note, don't count on the continental breakfast at Super 8's. The same donuts were in the same places for the two days I stayed at this hotel, and the milk for the cereal was in question as to freshness.
I own a retail business, and customer service is one of my pet peeves. I can recognize poor customer service immediately. I always treat the clerks with respect, even if I have a problem, because I figure that I will not be treated with respect back if I don't show them the same. I was to the point of rudeness with this gentleman, although I don't think he could tell because he was on such a roll, and my rudeness is not the shouting kind. I just turn off and I feel that is rude behavior. But I seriously was turned off by his behavior and by the behavior of the other desk clerk in Portland. I felt the attitude was take it or leave and we don't care. I felt the price adjustment was done intentionally. Many people don't make a fuss, or question a difference in price, and think how much extra money is made off those who do not question.
I travel alot. This is my first experince with Super 8 Motels. At this time, I don't believe I could recommend Super 8 to anyone based on these two experiences.in my opinion, there are strange financial dealings going on where they are not being straight with their clients. Once you quote a price, you are suppose to stick with that price. That is good customer service. No one can make you be on an on-line account or service, such as Expedia or any other unless your company agrees to be represented there and you agree to their rates. So to say that the on-line sites are just quoting prices randomly and Super 8 isn't going to accept those rates - well, that seems to be between Super 8 management and the on-line sites and clients should not be stuck into the middle of that argument.
Super 8 should clean up their act. I believe from what I have heard on his radio show that Clark Howard recommends sending complaint letters to the Investor Relations department of a company to get good results. Super 8 is owned by Cendant Corporation and their address is Cendant Corporation, Investor Relations, 9 West 57th St., New York, NY 10019. I plan on following up this filing with a letter to that department.
Cindy
Springfield, Oregon
U.S.A.
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