Super 8 In Pasadena Is Super Run Down
You know you're not in for a life-changing experience when you get a room at a Super 8 motel, but you at least expect that for $190 a night, there will be hot water and blankets big enough to cover both you and your girlfriend. And no plywood in the bathroom. And four legs holding up the bed. But not at the Super 8 in Pasadena, CA, according to Matt, who was just there for the Rose Bowl.
Here's Matt's story:
I just returned from a nice 6-day vacation from cold Pennsylvania to Pasadena, CA to see the Rose Bowl. All in all, the trip was a blast (despite the outcome of the game), except for my experience staying at the Super 8 on Colorado Blvd. in Pasadena.
We weren't expecting much from a Super 8, but we figured we just needed a warm place to sleep and shower, and it was the cheapest thing we could find (at $190/night!) given that we were staying over the Rose Parade/Rose Bowl, so we went with it. When we arrived and checked in our expectations were confirmed as we were met with thin, stained carpets, poor quality bed linens and bath towels, unbelievably firm mattresses, and single-pane windows that did nothing to muffle outside noise. Throw in the stack of wood blocks holding up one corner of the bed and the bathroom vanity made partially of unpainted plywood, and anyone would be disappointed. But we figured, "hey, we're on vacation, so we'll make the most of it and just spend as little time here as possible."
The first night is when we found out about the unbelievable noise made by the water pipes whenever anyone in the building near us ran water; it was loud enough to wake us up. Conversations by people in the parking lot sounded like they were standing in our room due to the thin windows and doors. In the morning, we had some surprises with the shower. First, the water that came out of the bathtub faucet was brown! Second, although we were able to get hot water from the bathroom sink and bathtub faucet, as soon as we turned on the showerhead, we got nothing but slightly-colder-than-lukewarm water, so we all had cold showers. We complained to the front desk, and were told it would be taken care of.
Fast forward to our third day. We arrived back at the room around 6:30pm after having been gone for the parade and Rose Bowl game since 5am that morning, and found that our room hadn't been cleaned. 10 minutes after we returned, housekeeping knocked and asked us if we'd like to let them finish cleaning (apparently they had started and left). We told them we were getting changed and would be leaving for dinner in 20 minutes, so they could come back then.
10 minutes later, while I was in the shower (still cold, as the hot water issue hadn't been fixed), my girlfriend knocked on the bathroom door and told me that I couldn't come out because housekeeping had returned and told us that if we didn't let them in to clean right now it wouldn't get done, so they were in the bedroom cleaning...
I went to the front desk to complain about the still-cold showers, the fact that our room hadn't been cleaned all day, and the unacceptable behavior of the housekeepers giving us an ultimatum like that. While the man at the desk was courteous and offered an apology, he gave me the excuse that they had a full hotel and that it was Rose Parade week, so I needed to understand the amount of work the housekeepers had to do. I made it clear that I did not buy that excuse, and that it should have been a no-brainer to make sure they had enough competent staff on hand for what is arguably the busiest week of the year in Pasadena. He told me they were actively looking for more staff, then explicitly stated that no form of compensation was available, but that I was welcome to contact corporate if I chose to.
Later that night, we returned from dinner and climbed into bed to find that the housekeepers had put a ratty, torn, twin-sized blanket on our double-sized bed. I took the offending blanket to the front desk (making sure to indicate that I had already changed clothes and gotten into bed before realizing the error) and asked for a new one, as well as contact information for corporate. The only thing I was given was a business card for the general manager of that particular location (apparently all Super 8's are independently operated under a franchise agreeement). The new blanket, while big enough, was still ratty and of poor quality, and the showers the next morning (before we checked out) were still cold.
I'm not really sure where to go from here. Had we paid the normal "budget" rate for the room, I would probably be content with chalking it up to bad luck and spreading the word about my horrible experience, hoping that at least one person decided not to stay there as a result. But at $190/night and a three-night minimum stay (due to the Rose Parade), I feel like we've been totally screwed and this kind of bad experience warrants some kind of compensation. I don't think a full refund would be reasonable, since we did have a place to sleep and park our car, but I think a refund of our last night's stay is totally reasonable, given the circumstances: poor quality rooms, no hot showers, and the terrible behavior of the housekeepers. What do you think?
We think you deserve some sort of compensation as well, for the lack of hot water if nothing else. We've contacted the motel to see what they have to say, but you should also contact corporate and turn in this particular location, and see if they can help you secure a partial refund, or discounts on a nicer hotel chain for your next vacation.
But realistically, it's likely going to be a challenge to get an acceptable response from a business when it's as poorly operated as this Super 8—there's a reason it's in disrepair and understaffed, and the terrible management responsible is exactly who you'll have to deal with. Following the bottom-line approach outlined in "Unscrewed," you're going to have to find a way to make your satisfaction worth this Super 8's time. Some things you might want to look at include reporting your terrible experience online as much as possible at consumer travel sites like TripAdvisor, or opening up a dispute with the Pasadena Better Business Bureau, or launching an EECB at the franchiser, Wyndham Worlwide.
(Photo: millicent_bystander)
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Nam malesuada commodo erat et molestie. Duis pellentesque aliquam bibendum. Suspendisse venenatis lobortis eleifend. Mauris id est sed lectus convallis aliquam.
Post a comment
Comments:
While YMMV, complaining to corporate is probably the best way to get some kind of resolution. I can't speak specifically to Super 8, but I had a bad experience with another major mid-priced chain and I complained directly to the corporate office. They forwarded it to the hotel which, by their franchise agreement, was required to respond within a fixed period of time. The hotel sent a letter of apology and refunded one room night to me. Corporate also sent me a form letter telling me that all correspondence is kept in a file and reviewed when their franchise is up for renewal.
Good God! Rooms at the Westin in downtown Seattle start at $160, and are a helluva lot f'ing nicer than a Super 8. Super 8 is on par with fricking Motel 6! This is unbelievable. I'm actually getting fired up over this.
I would see about a chargeback as well. They paid for a habitable room, what they got was something substantially less.
@downwithmonstercable: I'm positive those rooms would run for a lot more if something comparable to the Rose Bowl were in town.
@Jim Reardon: Yeah, but come on. Super 8 for $190? I'd imagine prices may double, but not quadruple...
@runchadrun:
I've had good response emailing hotel-chain head offices. Be calm, be specific, and tell them what you expect as compensation (ie: 2 free night vouchers). They will pass on the message to the hotel manager who will under pressure from head Office to make it right.
Cha Cha Cha Chargeback them.
Gee. I used to work a block from there. That's where the "Daisy Ave. ladies" walk the beat (if you catch my drift). With the exception of January 1st, rooms go by the hour or $60 a night (whichever is less).
Oh, btw. u might want to drop by the clinic and get a checkup.
@downwithmonstercable: Some of the reviews on TripAdvisor say things like "Not worth the $75 per night I paid..." blah blah, so I think they did actually jack up the price a lot for the Rose Bowl.
BTW I've been staying at the Westin Seattle for a long time, waaaay back when it was still called "Western International". It's a great hotel, and I love it, but $160 per night is a bit of a stretch, except maybe through PriceLine or something like that.
190? for a super 8? Did that include some prostitutes?? I paid 120 to stay at the Omni Golf resort in Orlando. I'm sure its a case of supply and demand, but still, I feel violated just reading that.
@downwithmonstercable: You might be surprised. I worked in hotels for a couple years, and prices in town for the absolute peak events- college graduation, usually- were about three or four times our lowest rates during the off-season.
for anyone visiting the pasadena area: those particular couple of blocks of colorado is pretty shady (drugs/prostitution). I live in pasadena and frequently ride past that hotel.
best bet would be to steer clear and go a few blocks west (closer to central/old pasadena). yes your paying more, but trust a local.
things clean up around rose bowl/parade time though, but who know whats going on in those rooms the rest of the year.
why no pictures?
In this digital age and you going to the rose bowl/parade you'd think there would be pictures.
Other than that.. I can't believe you paid 190 dollars a night at a super 8 Rose Bowl or not.
Sucks you dealt with all of this to watch USC give the lions a thorough beat down.
@SwahaCrane: Yeah, that Super 8 is in a grody area. I hope Matt didn't let those sheets touch his bare skin.
Super 8 has let their hotels (franchisees) go in the dumps in recent years. They never were anything to write home about but the last time we stayed in one over the last eight years or so they were rather run down yet still as expensive as other places. Comfort Inn and Country Inns also have some locations that are real dumps. Then there was the Motel 6 complete with hookers fighting in the parking lot.
We try to stay at Hampton Inn or Holiday Inn Express if were trying to go cheaper when traveling.
@downwithmonstercable: The Rose Bowl is a Big Deal. For a comparable situation, look at the hotel rates in DC for the days surrounding the presidential inauguration. A friend of mine, booking a month in advance, paid nearly $400 for a single room at a Quality Inn.
@MrsLopsided: It's too bad. I've always had very good experiences at Super 8; it's our motel of choice for long-distance car travel. They tend to be quiet since they serve lots of truckers, not many families.
But then, I don't typically stay in them in cities; it's my "random highway exit" motel.
The franchisee does make a difference, but I've never been in one that wasn't clean, quiet, and efficient.
Wow - Super Great is more like it! Reminds me of the Super 8 we stayed at in Naples, FL and it was a bust as well. There was some kind of golfing weekend extravaganza and it was the only room in town we could find. The room was awful and we paid too much for it. The bed was the kind that folds into the wall, the mattress was rock hard, and there was a leaky and super loud mini-refrigerator. We had a corner room which was really large, but had no furniture in it. The floors were lenolium and dirty, and the television was clear across the other side of the room. I kept having visions of a dead hooker under the mattress like in the movie "4 Rooms". Anyway, I suggest contacting your credit card company and refusing to pay. Sounds like the service you received was awful.
I worked for Super 8 for nearly 11 yrs and we had a yearly inspection from the franchise. I do know that corprate will do something to compensate an unhappy guest and they do chew out the managers. Pam
@bohemian:
Hey - You're channeling me !
I used to stay at "The 8" when I went on road trips just because it was a whale of a deal (cleaner and better accomodations than Motel 6 for just about $5 more)...Then about 2002, I stayed at a couple of Super 8's that were just terrible. Real dumps,shit service...The whole nine yards. Motel 6, if anything, has gotten WORSE. I have learned the hard way that the economy motels have become so bad that they have become the default option for homeless bums,drug dealers,meth addicts etc... It really does pay to move up a notch and get a Hampton,Holiday Inn Express (but not a regular Holiday Inn) or a Red Roof Inn. Stay away from Motel 6 ,ANY Ramada or Sheraton property and take a Howard Johnson only if you are desperate. Leave the crime den motels for the people that really need them.
I was at the Hampton Inn in Lafayette, Louisiana last summer for a week-long business trip. Since I travel for a MASSIVE OIL COMPANY, I usually get upgraded to a better room (I don't ask, and would be happy with the room I originally ask for, but they want to impress, so, whatever, lol).
On this occasion, the room was actually just fine, but the noise from the room above kept me awake all night the first couple of nights... fighting, yelling, and stomping. The desk clerk didn't seem inclined to do anything about it. Then they told me those people were leaving.
The very next night, I saw a couple young gentlemen dressed like rappers and their retinue of five lovely, lightly-dressed young ladies in the lobby. Turns out they got the suite with a connecting door to mine. Seven people, two king beds. I'm no prude, but if I had a tape recorder in bed with me, I might have been able to sell the recording to a p*rn company. I was embarrassed for them. It was silly, but I just wanted my sleep. Again, the desk clerk didn't do anything.
I happened to see a note in the room that they had a 100-percent guarantee. I claimed it, apologetically, on my way out the last day. They called the manager, had a short chat, and wrote off my bill, just like that. I won't go back until they fix the walls and floors, but I was impressed by the lack of hassle.
Ah, I remember a time 2 years ago where I spent some time at a Days Inn in Jersey. YIPES, if you know what I mean.
Might it also be possible to dispute any credit card charges? They did not deliver on a portion of the implied agreement (adequate sleeping and bathing facilities -- esp. the bathing). It's worth a try!
@G_Money21: Well, I also got to see the west coast for the first time, including Hollywood, Santa Monica and Beverly Hills, the Rose Parade, celebrate New Years with a bunch of friends from PSU I hadn't seen since graduation, enjoy warmer-than-winter-in-PA weather, AND squeeze in a trip to Vegas. So despite the outcome of the game, we enjoyed ourselves.
I will mention, however, that the entire time we were in CA we heard only ONE positive comment from a USC fan, who said "Good game, Lions" after the game. Whether or not he meant it doesn't really matter (I'll allow that USC's offense was incredibly potent and we weren't ready for it); what does matter is that he actually had a bit of class, contrary to all the other USC fans we ran into who were obnoxious and self-centered, to be brief. I won't generalize that to all USC fans, but the ones we did encounter certainly didn't give a good first impression.
This is why I always stay at Hampton Inn.
@Skankingmike: Sorry for the lack of pictures... I hadn't retrieved them from my camera when I submitted the story, but I sent a couple in just a few minutes ago, so hopefully Chris will post them for me.
As for the price, we didn't really have much choice. We could've gotten a hotel somewhere else in the LA area for a little cheaper, but we had heard from relatives and friends who went to the Rose Bowl in '95 that the best experience was if you stayed in Pasadena (particularly due to the Rose Parade), and this was the cheapest we could find. Rooms at other hotels were up to $300-$400/night.
You know I actually had a similar experience with a Super 8 in Florida, and had a somewhat response from corporate. Within a week or so of leaving a message with corporate, I was contacted and they offered a half-assed discount on a stay at a Wyndham resort (I think like 110 for 3 nights at qualifying locations). Its a timeshare deal so you end up having to attend the a sales pitch but its pretty low-key; definitely not a high-pressure deal. I held out long enough and they made it free so in the end it was worth it. Good luck!
It would have been cheaper to rent a big SUV or van, thrown a mattress in it and saved alot of money.
You know, kind of like what you did in college during your younger days.
Absolutely call corporate. They will make the franchise rectify the situation, and if they get enough complaints from people, they can lose their name.
Sans the ultimatum though, don't be too hard on housekeeping. The HK staff busts their a**es, and judging by the quality of your room, they are probably making minimum wage as well. HK gets paid significantly LESS than the Front Desk staff, and do about 10x more work. This is most likely a hotel that relies on this one big event a year just to run, so staff is slim. Blame the hotel/manager, but not HK staff.
Charge back and call the LA tourist bureau. Then call the health dept too on them.
My wife and I checked into a room in DC (not Super 8) that had dirty sheets, a water-stained ceiling and long black hair in the bathtub. We managed to get out without having to pay, but from now on I won't go for anything but known quality chains.
@speedwell: Hampton is great, even when things go badly.
I booked a room online in Chicago 2 years ago with Hampton. When I arrived, the hotel looked like a Hampton, but it was called the Countryside Inn.
I went in, and they explained their 20 year franchise had just expired. They didn't have my reservation, which I'd already paid Hampton for. Thankfully, they had an available room.
When I got home, I called Hampton and complained that they took my money and gave me a reservation for a hotel that was no longer a Hampton. They refunded my money (of course), and paid for the actual stay itself.
So, free stay! Nice!
@amysisson: This is definitely a chargeback situation, AFTER proper channels are used to fix the problem.
They should pursue it with corporate before charging back the hotel.
1) Its a super 8.
2) If you paid more than $100 for it, you're wrong.
3) If you paid $180 for it, expecting a 4-star resort, you're wrong.
Its a super 8. They're clean, and habitable, but I wouldn't want to live there for a week. Chances are they got a bad room. Every hotel has at least *one*
2 years ago, I stayed at a Super 8 in Tucumcari, NM. I stayed in a room with lukewarm water, no hair dryer, dirty carpets, stains on the wall (I don't even want to know), and a large patch of mold growing in the corner of the ceiling. I asked for a different room and they told me they were full. Since I had been driving all day, I didn't want to move hotels, so I stayed. I missed breakfast the next morning because the night clerk told me breakfast was served until 10am and it actually ended at 9am.
I sent Super 8 corporate a letter about all of the problems and they sent me a coupon for 50% of one night's stay at the Tucumcari location. Like I would ever stay there again.
I think everyone has a nightmare hotel story, and they always seem to begin with "I was trying to save a buck, and I figured I just needed a warm place to sleep and shower - that's it."
Mine was at a Knight's Inn in TN - I think it was just south of Knoxville on I-75. My best friend and I were moving his stuff to MI, and I was wounded from driving a 26' vibrating box for the past 8 hours, and of course we were light on dough. The justification began. Hey! It's only $50/night - we only need it for about 6 hours, cause we have to hit the road early.
Well, the sweat/motor oil stains in the sheets and god-knows-what on the comforters were the first indication that this was not clean - Not to mention the room smelled like a tavern (supposedly a nonsmoking room), and the shower that was merely a pipe sticking out of the wall, no shower head.
The mattresses had huge valleys in them like a morbidly obese person laid in it for years, and the only reason why the room was now vacant is because the said morbidly obese person died and they had to take out the single pane window to get him out.
It was awful - and to sing the chorus of others, I will never stay in anything less than a Hampton Inn.
As long as the Super 8 meets the annual inspection and fulfills the requirements of the franchise, Wyndham can't really do anything about the problem specifically. At most they could give some small discount, but even then it has to be at the expense of the issuer.
In the past when it was part of the larger umbrella cooperation of Cendant, Super 8 had it's own offices and was independently managed. Now it's just one in a long chain of hotel and motel franchises that Wyndham is running into the ground as a sub-par budget chain.
@InfiniTrent: Bleah. The Best Beds Ever award belongs to the Pierpont in Ventura, California. Tempur-pedic in EVERY ROOM, baby. :D
@emt888: Tucumcari has been on the decline with 70mph speed limits, most folks hold out for Alburquerque or Amarillo depending on which way they're traveling and when they started out. Seriously though, the only places to stop and get a room between Albuquerque and Amarillo are Tucumcari and Vega TX. It's a pretty lonely stretch of I-40.
Super 8 Corporate does not care. They responded to a complaint letter of mine with some BS reply stating that the locations are independently operated and that they have no control over what happens at the motels.
I had a similar issue with a (somewhat less) dilapidated Super 8 in the Cape Cod area about 2 years ago: Threadbare/small blankets, stained curtains and couch (I refused to sit on it). A mini-fridge sitting on a couple of phone books. Don't get me started on the mattress. A switch for temperature control that had 2 positions: Summer / Winter. Don't know about the plumbing or bathroom b/c we hightailed it to a Radisson.
Twice as much $$, but they had those fancy air-adjustable beds, a super shiny bathroom, and blindingly white sheets.
Oh yeah, the Super 8 rating I went to on TripAdvisor: 1. (Just so's you know that it's not me being overly picky).
Where are the pictures?
No pictures, then I doubt the claim about the blanket not covering your GF.
@Kishi:
There was a place that rented cottages in Fairbanks AK for something like 200 dollars a day during tourist season (no event, just summer), that would rent the same places out for ~500 dollars per month in winter.
@downwithmonstercable: They can more than quadruple. Before the New Frontier in Vegas was torn down I paid 250 to stay there on new years eve. Rooms were typically $40 there.
@runchadrun: I had lousy luck with a terrible experience at a Travellodge years ago in Canada. Went through the local franchisee, then dealt with Corporate over the issue. Finally received the promise of a "free night's stay" at this same Travellodge in an area of Canada I may not ever visit again - good for a year.
Needless to say, I've never stepped foot into a Travellodge ever again in my life. It may be 100% the franchisee's fault for screwing you - BUT it's the corporate chain's reputation that will suffer. And suffer they will, as Travellodge seems to be burning in hell somewhere nowadays.
I am surprised as most Super 8's are nice & clean & a great deal.
This particular one has it's share of complaints at Trip Advisor: (with photos)
[www.tripadvisor.com]