Here it is, time for our visit to the NY Renfaire. My wife cannot walk. She gets about in a powered chair. We reserved one of the two HP rooms listed on the website (prepaid, even). I had a confirmed reservation for three people in a HP accessible room for two nights.
At check in the guy at the front desk first said they had no rooms, then that they were booked full, then that he did not see a reservation - when I offered to show him the confirmation number from email on my cell phone he magically found our reservation.
Next bit of good news: the room we reserved and prepaid for was occupied. We could have a regular room. So... I asked the following questions:
1. My wife can't walk. Period. A regular room?
2. Regular rooms are up stairs or an elevator. We do (exactly) WHAT in the event of an emergency?
3. One word: RESERVATION. Look it up. It's not hard.
The manager was (of course) not available. Ever. The desk clerk (apparently) spoke to her (I'm guessing, the name on the business card is female) briefly while we were there and she (apparently) did not care a whit.
We could have a regular room the first night and they would move our bags to the HP room for the second night. Oh, and there's no extra charge for the regular room, he says. Um. I'm not going to discuss how stupid that sounds.
So my choices are to forget the weekend holiday and go home or carry my wife where ever she needs to go - minor things like... oh... toilet, bed and down a flight of stairs if there's an emergency. I can lift her and the Renfaire is her absolute favorite vacation. So our vacation becomes a BIT less my vacation, thank you super8. All I'll say about the room the first night is that there was ONE washcloth (complete with black marks of some sort on it), one hand towel and one towel in the bathroom and the wireless internet wasn't working.
The website shows two handicap accessible rooms and there are two HP parking spots in the lot. On our first night the desk clerk denied a second room saying the website was wrong.
The whole time we were there I parked in one of the two HP parking spots. The second night the second spot had no vehicle in it. The second night a different clerk said yes, they have a second handicap room, it's across the hall from the one we were in. Um. I'm guessing it is where they store the extra waffles and english muffins so they're not renting the space out? Whatever.
Coming back into the motel on the second day the desk clerk gave me a new key to the HP room. Having stayed there last year, I knew there was one bed and a recliner in the room so I asked if the recliner was the third sleeping accommodation - the website gives the room occupancy as three (Wife, son and myself). He tells us the room sleeps two, not three and there isn't a recliner in the room. He can get us a rollaway bed and it is an extra ten dollar charge. And yes, the recliner is not there but you can still see the impression of its weight in the carpet where it was before. Again, one washcloth, hand towel, towel (sans black marks this time), no internet.
Did I mention I had a confirmed, prepaid reservation for three people in a HP accessible room for two nights? This is approaching ludicrous at light-speeds.
My wife (and I) could have enjoyed the Renfaire for the entire three day weekend (holiday weekend) but she was in pain from (you guessed it) being unaccustomed to being carried everywhere in the room the first night. The second day was not as good for her as it could have been so we did a lot of sitting and people watching instead of mingling and enjoying the Faire. We went home and didn't go to the Faire at all the third day because of it.
I never did get to see the manager. I tried calling a couple of times and left my cell phone number. Zip. There's some STERLING service for ya, that is.
I called the corporate customer service number and explained the entire mess to them.
CORPORATE apologized *profusely* (no less than 10 or so separate times for the first phone conversation and I lost count for the second call), gave me a reference number and told me they were sending it to a "specialist" to investigate. I spoke with them about a week later. Some interesting facts:
1.) the front desk blamed the reservation "error" on corporate. One HP room, two HP rooms - the website is wrong, so says super8-Mahwah.
2.) the front desk blamed corporate for overbooking. "They do it all the time".
3.) -- and this is the payoff -- the customer service specialist explained to me that super8 is a franchise and the individual motel managers (owners) are responsible for their own web content. So much for excuses 1 and 2.
The result of the second call was that super8 would refund the one night we had to stay in the regular room and for the rollaway bed for the second night. We did get the HP room for the second night. The holiday was fairly well RUINED, but we *did* get the room we reserved on the second night.
1.) Super8 motels are franchises. What you get will ABSOLUTELY depend on the integrity of the management and staff at a specific location.
2.) Does the super8-Mahwah have one HP room or two? I don't know.
3.) I will forgive a lot, but there are limits to both my patience and my willingness to overlook a lack of service. I DO expect to "get what I pay for". No more, no less.
4.) We have no plans of ever staying at the super8-Mahwah again. I will be open-minded about other Super 8 motels because of the franchise operation, but not Mahwah.
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- Also Known As:
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