A Non Profit Association of Wyndham Franchisees. Who are the O8A?. As of July 15, 2009 1,297 O8A Members 70% of O8A members own Super 8. Super 8 Members Key Stats. 70.88% less than 60 rooms 97.6% Owner Operators 59% own only Super 8 41% own Other Brands
As of July 15, 2009
1,297 O8A Members
of O8A members own
SoftHotels is a web-based PMS with the the estimated cost for each property will be between $14,000 to $19,000 with a additional ongoing monthly software support fee of $125 to $350. The only interfaces available are for Southern Data Comm credit card integration and for mitel SX-200 and above. It does not allow key card terminal, movie rental systems, POS (vending), and other interfaces that are essential to running a motel in today's industry. But how do they justify such large costs. So they are telling me that after spending around $16,0000 for the system I will have to pay another $1,500 to $4,200 each year for software support. Choice Advantage, a property management system for choice hotel brands of econo lodge and roadway inns, has a web base PMS that they deployed recently and they only how to pay $100 per monthly and no up front hardware and software purchasing costs. I have emailed my DBD and FSM about this issue with no response. With any modern property management system all the above mentioned interfaces would be available. Also I would like to mention that softHotels is critically flawed, just go to the PM support page and a very long list of known issues are stated with no solutions just workarounds. http://hoteltechsupport.shotel.cendant.com/ , this link only works from your property workstation computer connected to the wyndham network. I think Wyndham is just doing softHotels to compete with Choice, but is trying to profit from it. I was also told that we need to purchase new computer equipment for softhotels, but if it is web based, then is it not local computer equipment independent? I think the cost of SoftHotels is widely inflated. Currently we are paying $105 a month for the software maintenance of HSS. They have also added the additonal of any property management system into the rules of Operations and Design, which opens the door to future costs.
Franchisee from CA
Check-outs and post-audit Check-ins confuses them. It is unnecessarily complicated and could be simplified by posting the charges at check-in.
I think the new PMS system is useless. I have had more problems with this system then I have ever encountered in any of my other businesses. Since I have had this system I have been over booked 7 days. This weekend I am overbooked by 25 rooms. I have spent more then 40 hours trying to figure this out. The first conversation we came to a conclusion (8hours later) that my software is somehow attached to a property in Wisconsin. The next time I called they said the problem is due to my employees. This is outrageous. The training that they offered was childish. I learned more just by playing around on the software. I think we need to compile all the owners against this software and have Wyndham pay for our damages. I have already contacted a few of my lawyers and will be proceeding with a case. I think the case will be much stronger if we can get even 100 owners to join in and fight for what we think is right for OUR properties and not what Wyndham DECIDED IS BEST FOR US. Please E-mail me with any info or if you would like to join this outrage.
Customer complaints: Although it is a balancing act as many complaints are genuine, some of the customer complaints are not valid. The Franchisor’s call centers collect the guest complaint information and forward the complaint to the motels. The motels must resolve any guest issues to the guest’s satisfaction or they will face a fine and this is unfair to the franchisees. The customer service department does not properly evaluate each guest's concerns and in many cases access a fine a motel of $ 60 - $120 per complaint. The fees for this department are part of the franchise fees that we pay the franchisor and additional fees being assessed for processing cannot be justified.
We are being charged $60 for customer complaints cases plus being fined. I just spoke to G.M. hot line, and they didn't even know how they calculate the $60.00 processing fees. She mentioned that maybe it’s calculated based upon last years room occupied. That is totally wrong. In the world we are living, 1000 occupied room per each complain processing allotment is not fair. Smaller properties will get hit hard. Economy franchisees like us will get more complains. Since they're running customer complain dept. on our Royalties, then why they are charging us additional fees. It’s not taking them 2 hours to process and record the case.
Owner from California
The charge of $60 must be dropped unless the site does not respond to cases.
The franchisor should not force the hotel to resolve all the complaints to the guest's satisfaction. While we can be apologetic and reasonable, there are times when the complaints are products of individual customers and not the hotels. Reasonable responses must be sent however, unreasonable demands should not warrant refunds.
At the moment non quality assurance customer complaints (e.g. mistakes in billing or reservations problems) are not separated from quality assurance problems. They are all treated as customer complaints. Only those complaints that have valid quality control issues should be treated as complaints and the remainder should be resolved by the individual franchisee.
Many of us including our officers have had a terrible time navigating through my portal. The system is very slow and very user Unfriendly as it makes any process quite difficult. WHG is becoming more modern in that they are utilizing the my portal system for many of the functions however, they have not tracked whether the franchisees are logging into the system.
Many of our colleagues are NOT computer savvy as many of our mom and pop operations never demanded so much use of these web systems. Many of our members avoid using the system and the results are catastrophic. If you do not access my portal then you are subject to higher commissions, higher WR reimbursement, missed Customer Service Cases, Royalty Reporting issues from WHG, missed inspection notifications, lack of awareness of Medalia scores and the list goes on.
My name is dave and I am the owner/manager of the super 8 in michigan. I just wanted to take a minute and thank you and the other members for your efforts in changing the culture at wyndham. I hope you can continue to have an impact in at least getting them to treat their customers with a little more consideration. I will be leaving the super 8 family this fall and trying to make it as an independent hotel, but again, I wish you folks the best of luck in your future success. my property has never scored less than an A on inspections and I think we have represented the franchise very well, but I can no longer tolerate the feeling of indifference that wyndham gives me when I deal with them. I am one of the people that almost never opens my portal, as I am just too computer stupid or impatient to try to navigate my way through the maze to get the one piece of information I am looking for. I have tried calling people directly, only to be stonewalled by no one calling me back, or the old transfer routine. I am tired of NEVER getting a monthly statement that is right, and I am tired of paying for a direcway system that doesn't work. I am tired of being forced to go to regional meetings where all I hear about is what else 'I will be doing for them' instead of the other way around. I am puzzled by the fact that I need to replace a perfectly good sign and my cousin that owns his own sign making business can't do the work. I am dumbfounded that in the worst economy since the great depression I am being asked to replace a smooth running hss system. I am further amazed at the lack of ideas I hear from corporate as to how we can increase our business. I am also confused that no one from corporate has tried to get me to change my mind....I must be a bigger pain than I realized. but enough of my complaints, I have a favor to ask of the members. if anyone has a suggestion as to a front end system or any tips for a soon to be independent, please let me know...iId be glad to hear some advice. again, thanks so very much for your efforts and the best of luck to you all.
I am sure that a lot of Super 8 owners have been having problems with the new commission process. The used to fax or e-mail the commission report every Friday to us and we would check it. The last month or so they stopped and informed us that we can look for it on my portal and make corrections. This is interesting because this also the time frame that we started having problems with the report. The SS1 reservations were listed twice, once as rack with commission and once as SS1 at no commission.I have e-mailed a requested to the DBD and the FSM to see if they can have the myportal management team go back to e-mailing the commission report every week. I also suggested that they should send us an alert to myportal every time a new report or updated of any kind is posted in the system. We should not have to hunt and look for what has been posted or updated. Deepak Super 8