I have worked in customer service/management for over 15 years and never have I been treated so poorly or seen a staff so rude and condescending. My wife and I chose this hotel because of its proximity to downtown NYC. That being said, its closeness to Manhattan was its only positive quality. When we arrived late on a Thurs evening to check in I was told they could not locate my reservation. Fortunately, I have learned to be prepared while traveling so I brought in my printed confirmation from the car. After looking this over the front desk clerk proceeded to tell me my reservation had been cancelled earlier that day because they tried to pre-charge my credit card for my stay and the card wouldn't authorize. I thought this was odd because I had just used my card to rent a car and had no problems, so I asked him to verify the card #. The information he gave me did NOT match my information. Furthermore, I had also reserved a non-smoking room and the room he claimed they had for me was smoking. He also had no record of my Wyndham Rewards #. He acted like he was doing me a huge favor by getting me a room for ONE night (my reservation had been for TWO) at a much HIGHER RATE and said the manager could probably fix the situation when she came in the morning. My wife and I proceeded to our room which was barely large enough to contain the bed and small endtables. In an effort to make it seem bigger, one wall had been covered by a floor length mirror. The room smelled musty and kind of dank. The next morning my wife and I went down to the breakfast area which was a small room (8' x 12'). About 20 people were crammed in this small space holding their food and drink while eating their food prison-style. There was only enough sitting area for six people (and these spots were full) but no one left this area even to step outside the front door because of large signs posted by the hotel which said NO FOOD IS ALLOWED TO LEAVE THIS AREA. So we stood in this small, hot, smelly room just like everyone else and tried to enjoy our breakfast but that wasn't possible. Back to the matter of our reservation, I came back down to the lobby about 20 minutes later to speak with the manager but was told she was on a phone call. I spoke with the front desk clerk - Bridget - who asked what I wanted and after listening to my situation she told me no one would be able to fix my rate (or honor my reservation) but if I was willing to make another reservation right then and there she could get me in for one more night at an EVEN HIGHER RATE! At this point I walked down the block and checked rates at several nearby hotels and was able to make a reservation for less money at a much nicer hotel. After coming back to the Super 8 I was finally able to speak with the manager - Krystal. She listened to my story and proceeded to tell me the same thing as Bridget. There was never an admission of a mistake, no apology, and no attempt to adjust my rate from the night before. When I asked for her boss she told me that they do not handle customer complaints at the local level and if I wanted to pursue this matter further I must contact Super 8's customer care line. I can't stress enough to anyone who reads this, DO NOT STAY AT THIS MOTEL!! Whether your stay is personal, business, or otherwise it will ruin your trip. Travelers beware!!!!!! :-(
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- Also Known As:
- Super 8 North Bergen Hotel North Bergen
- Super Eight North Bergen
- North Bergen Super Eight
- North Bergen Super 8