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“Rude front desk, unrightful charges made to credit card”

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Super 8 Saanichton Victoria Airport
Ranked #4 of 4 Hotels in Central Saanich
Victoria, Canada
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Rude front desk, unrightful charges made to credit card”
Reviewed June 6, 2013

First of all this hotel charged my credit card by 'mistake' for two nights, manager stated it will be refunded to me. After 2 days the refund didn't came yet.

On our check in day, our party of five including two 5 year olds arrived to this hotel from a very long day of walking. We approached the front desk and inquired about the delay of my refund and was also trying to check in. the front desk for no reason gave us an attitude, got snappy and was picking on our very tired and sleepy kids for being noisy, was not allowing us to to use the chairs to sit on stated its hotel policy. how can a hotel not let guests sit on their so called 'lobby'? As I was calling the bank if there is a refund coming from this hotel, the bank stated none. As i was calling the bank, the front desk was making rude remarks on the kids which is very inappropriate. After a few minutes the manager arrived and gave us options on what to do with our reservation. I checked my card again and found out that they again have charged me another 2 nights, i haven't even checked in yet and i even have not physically handed them my credit card yet.

We ended up cancelling the reservation but we still are charged for one night. With the attitude the staff is giving us we don't feel safe to stay in this place anymore. This hotel has held around 320 CAD worth of funds from my credit card. Very frustrating experience, we are way happier in econolodge, just 10 dollars more but staff and professionalism of management is priceless. Never again will I book from super 8 and will tell as much people as i can regarding this experience.

  • Stayed June 2013, traveled with family
    • Service
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Thank Bmgt00
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
shahnaazc, General Manager at Super 8 Saanichton Victoria Airport, responded to this review, June 14, 2013
At no time was the front desk rude. The desk clerk was not aware of any refunds coming to her since the matter was already discussed with the guest personally with the General Manager
(that was a week ago) when she phoned to say her credit card was charged by mistake. A refund was given immediately and guest informed same day.
The reservation was made by Booking,com for two adults and two kids. At check in the guest was more interested in knowing about the refund which as mentioned clerk was not aware of. Clerk informed guest to ask her kids to stop running around as they might injur themselves. The guest was not interested in checking in at all. The general Manager at that point walked and noticed that instead of two adults there were three and informed guest about it who became very rude. Since the reservation was made by Booking.com, the guest had 24 hrs to cancel it and notify bookings.com. All this was explained to guest. Guests husband announced that they were no longer wishing to stay at our property and having not presented a credit card it was explained that since it was a booking.com reservation, the credit card was charged for one night only.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Super 8 Saanichton Victoria Airport

Property: Super 8 Saanichton Victoria Airport
Address: Super 8 Saanichton/Victoria Airport 2477 Mount Newton Cross Rd | Jct Patricia Bay Hwy (Hwy 17), Central Saanich, British Columbia V8M 2B7, Canada
Phone Number:
Location: Canada > British Columbia > Vancouver Island > Victoria Capital Regional District > Central Saanich
Amenities:
Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Wheelchair access
Hotel Style:
Ranked #4 of 4 Hotels in Central Saanich
Price Range (Based on Average Rates): $
Hotel Class:2 star — Super 8 Saanichton Victoria Airport 2*
Number of rooms: 51
Reservation Options:
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Also Known As:
Super 8 Saanichton/Victoria Airport Hotel Saanichton
Super Eight Saanichton
Saanichton Super 8
Saanichton Super Eight

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