Super 8 Motels Kamloops — bed bugs and unprofessional front desk agents
On June 27, 2019 my wife, daughter and myself checked ino the Super 8 motel in Kamloops BC Canada (visit was prebooked and paid for by reservations.com) I chose this motel because we have used it many times in the past. On this particular occassion however, it was a complete disaster, upsetting all three of us to the point that we will never - ever visit one of these establiments again. This motel needs a complete renovation (especially the mattress and bedding and carpets) and to be insepcted by a certified Health and Safety inspector prior to re-opening to the public, as well as the Staff and Management need to be re-trained on Hotel Management, Housekeeping and Customer Service before they drag down the name and reputation of the whole Super 8 chain of hotels. The conditions of this hotel are putting the public and animals (it is pet friendly) at risk to spread the bed bugs around.
We checked into the hotel (Room #115 for the record) and immediately opened a window in the room as the place smelled stale. We had been travelling all day so decided to grab a bite to eat. Upon return to the room we discovered stains on the bed sheets, and further investigated the underneath of the bed had someone else's garbage (eye drops) and a cardboard box that catches bed bugs, complete with dead bed bugs, and other insects stuck to it. We flipped the mattress to discover a broken bed frame, dirt and grime and disgusting stains on the bottom side of the mattress (evidently just flipped to cover it up over the years, these stains were old) We reported this right away to the front desk agent who calls himself Samneet. He promptly began filling us with excuses and telling us they had been recently cleared by a report and "bed bug free" - no surprise, they could not find said report. There was another Hotel agent as well, who never gave us his name, he also kept giving us excuses, and tried to tell us the box was not for bed bugs, and those were not bed bugs that we found. We asked him to stop talking, because he was not being truthful, and the excuses were not making any sense. We clearly saw the bugs, and showed them. They both dismissed the severity of the issue, and were non empathetic and didnt even apologise, or assist us with finding an alternate hotel (which took us an hour of driving around to do so) They suggested we A: move right next door to a vacant room, or B: wait in the lobby while hosuekeeping made up the room again? No thank you, this entire hotel needs attention!
Both of these hotel representatives were not interested in dealing with this in a professional or courteous manner, they came across as if we were bothering them. We let them know we wanted to leave, and began packing up. In the meantime they both barged back into the room, claiming they thought we were gone, and then tried to hurry us out as they wanted to re-rent the room. We took a video, and some photos of the condition of the room and the garbage left behind/not cleaned up, and the full bed bug box. The video is too large to attach, which is unfortunate but it is saved on our devices if we do need to share it to somebody, we can.
Prior to driving away, we had went back in to ask for a refund, and the two of them were actually putting the room together themselves, NOT housekeeping, or a professional fumigation company. Which leads us to believe this is how the place gets "cleaned" on a regualr basis. IE: Not at all. Only got a pet deposit of 10$ from the Staff onsite, and were directed to call expedia for the room charge refund. We have since done so and expedia and reservations.com took the matter very seriously and resolved it with a full refund.
Thank you for your attention to this matter, and I would appreciate a response to these concerns. We will also be reviewing and reporting this entire situation to the Health Authorities.
John, Eileen and Julia Leese.