"This was a horrible experience!"
Overall Score1.0/ 5
We (my girlfriend and I) made reservations and paid for a room at the Super 8 in Corpus Christi online while we were on the road headed to the coast on a last minute decision for a much needed weekend getaway. When we got there, we found an extremely dilapidated and run down 'hotel' surrounded by a seemingly forgotten landscape of overgrown grass, untrimmed trees and other plants in various states of disarray and only 'one' car in the parking lot. The hotel looked like derelict from the 90's that had been severely neglected and if it hadn't been for that one car I would have guessed that it had been abandoned. It was 7:30 at night on a Friday when we arrived and as mentioned there was only 'one' car in the entire parking lot that surrounded around the building. After doing a lap around the hotel to check it all out, I parked at the front and with multiple red flags going up in my head, I got out to check in. The lobby was sealed off behind locked front doors because of the Covid 19 pandemic and I was forced to speak to the desk clerk through a small hole in a side window between double glass doors at the entrance in what I guess you would call a 'foyer' for the lobby. The problem here was amplified by the fact that this tiny 'foyer' had no A/C and any outdoor breeze was blocked off by the building itself. It was 93 degrees outside and the humidity was somewhere between 90 100%, but in that 'foyer' it was undoubtedly much, much hotter without 'ANY' airflow. To make matters even worse, the desk clerk (sitting in the air conditioned lobby) was seemingly incapable of speaking above a mumble. I had to ask him to repeat what he said at least 20 30 times during our initial five 6 minute interaction in order for me to register. After he got my information, he went back to his desk and started typing whatever it was that he needed to key in while I watched through the glass doors from outside because the 'foyer' was just too hot. After what seemed like an eternity in the oppressive heat and humidity, he finally returned with a key to my room it was on the second floor. I told him I had a medical condition and would not be able to travel up and down the stairs during my weekend stay and he replied that he did not have any first floor rooms available. There was literally one car in the parking lot, ONE! It didn't make any difference, he told me – there were no first floor rooms and he could not make any exceptions or accommodations. This was probably due to some type of coastal flooding and the damage to the first floor had never been repaired. However, putting guest directly above rooms that had been flooded and left sitting in the oppressive heat was apparently fine for the people running Super 8, I guess. I then said, that if he didn't have any rooms on the first floor then I needed to cancel my stay because I could not physically travel up and down the stairs over the course of the weekend. He then explained that he could not refund my money and that I would have to take it up with Expedia. He then gave me the number and I called Expedia. The man that answered explained that the reservation was actually through a third party that worked with Expedia, called Hotel Planner and then he gave me another number. After calling that number, I was informed that actually the number I was given was the wrong section of Hotel Planner. I was then told that if I wanted to cancel, I had to call yet another number. By this time, I was dripping with sweat from simply standing in the heat and I literally starting to feel light headed as I was starting to succumb to heat because the desk clerk refused to let me move into the air conditioned lobby where there was plenty of room for social distancing (the lobby was roughly 25' 30' on the other side of his desk). Knowing there was nothing else the desk clerk could/would help me with, I returned to me Jeep with A/C and called the new number. When they finally answered (it took two calls because I was put on hold and I was dumped after five minutes), they explained that they were in fact the ones who handled these types of calls/situations. It was only then that, I was informed that because the room was prepaid it was generally non refundable. But after I explained the situation, she then told me that she understood the seriousness of the situation and that a refund would likely be possible. She took my information and explained that she would hand if off to her supervisor. I did not provide a timeline of these events because I was not keeping track of it while it unfolded, but suffice to say that we arrived at 7:30pm and by the time I was actually finished with all the phone calls and leaving Super 8 to find a suitable hotel it was roughly 9:30pm. On Monday, I began trying to contact someone at Hotel Planner by phone. Instead of answering the call, they immediately transfer you and place you on hold. Each time you are left on hold for exactly five minutes before a message comes up saying that all their agents were busy but leave a name, phone number and a brief message. This played out every time I called and I was calling multiple times each day throughout the remainder of that week as time permitted. On Wednesday I started going to their website as well and navigated to their contact page where a live chat box would open, but as soon as I tried to initiated contact through the chat box, a message would appear saying that no agents were currently on line and then prompted me to leave my name, email and brief description of why I was calling. I also resorted to doing this multiple times a day for the remainder of the week. On Friday I finally got someone through to someone on the online chat who took note of my situation and explained that it was actually Expedia that I needed to talk to so that they could contact the hotel in order to allow for the refund. She further explained that she would contact Expedia on my behalf but that it would take 24 business hours before they would be able to get back to me and that I could expect an email on the following Monday. After our chat she sent me a transcript of our chat. Of course, as I expected, Monday came and went without an email, text or phone call. On Tuesday morning I sent an email back to the contact at Hotel Planner and she actually responded quickly saying that the refund was confirmed but it would take 30 days to, “…appear in (my) bank account statement due to the current situation.” That last interaction was on June 16th and I decided to waiting posting this until I finally got my refund. It is now June 25th and I finally saw the refund was placed in my account yesterday. All in all, I spent an unnecessary portion of last week repeatedly calling their phone only to be placed on hold every time and/or going to the contact on their site trying to get someone from Hotel Planner to respond. Expedia obviously wanted nothing to do with my complaint, opting to hand me off to their third party business so that I would get the run around in hopes that I'd just drop it and eat the $353.48. Just as bad, if not worse, Super 8 should have that building demolished because who knows what kind of horrible shape that first floor is in and/or what kind of black mold is spreading from the first floor to the second. Moreover, if they are going to keep it open they should at the very least explain that only second floor rooms are available for anyone who might not be able to take the stairs. Lastly, all of this could have been taken care of on the night I had to cancel my stay at the Super 8 if these people had their act together and taken action on my call then and there. Just a tremendous amount of aggravation and wasted time! Hotel Planner is an ABSOLUTE JOKE! I will go out of my way to make sure I never use them again and tell anyone that's considering using them to steer clear. The same goes for Expedia, because it seems obvious that they use Hotel Planner as a kind of 'stop gap' to slow down or eliminate complaints without making themselves look bad directly. I'd advise anyone reading this to follow my lead on this one and not book a room through them unless you enjoy getting the run around. As for Super 8, they are woefully OVER PRICED and literally fit the definition of a flea bag motel in my book. The hotel we ended up finding was actually a few blocks away and right on the water with a nice view of the ocean. Moreover, it was only $20 more per night! My advise would be to avoid all three of the companies unless you enjoy getting ripped off!
25-Jun-2020 Verified Review, stayed from Fri Jun 05 to Sun Jun 07 2020 at a $126.66 average nightly rate.