Super8 Complaint - Super8 Motels: Deceptive Payment Policy -- Do Not Book With Them!
I booked a room online at a Super8 three weeks in advance of my stay. The morning before my check in, my plans changed, and I called to cancel. I was told my reservation was non-refundable. I did not even set foot in the motel, and they charged my credit card -- even after I spoke with 4 levels of customer service management, all the way up to the Presidential Center.
Apparently the rate I selected online was a special "advance purchase buy." When I called to fight for my refund, I was told that in the fine print upon typing in my credit card info, I agreed to the terms of the rate being non-refundable. I read fine print very carefully, and I never book a non-refundable hotel room. So this was extremely subtle and sneaky. Super8 must be making lots of money off customers like me who end up cancelling and don't know about this. Even worse, when I called to cancel, the front desk person said off to the side they were overbooked! So Super8 was just pocketing my money and still had extra customers.
As an editor of a travel publication, I know all too well that most smart travel businesses, especially hotels, do the utmost to provide stellar customer care. I was shocked at how much Super8 Motels goes against this norm. I would not recommend anyone book there: their marketing is deceptive, and they will penny-pinch what they can in the name of "policy," disregarding the long-term impact to their business.
Apparently they didn't want to forfeit the 44 bucks for my unused 1-night stay to save potentially thousands of dollars in lost business from me spreading the word...