We booked this hotel on line at the Super 8 website for a local college graduation weekend. When we got to the hotel in the mid-afternoon, they had only a smoking room available, and the hotel seemed less than well-maintained to us, so we decided not to stay there.

The clerk at the desk told us that we could cancel our reservation without penalty at any time before 6 PM that day, so after we checked into another local hotel, we went back online to the Super 8 website where we had booked the rooms, and called the customer service number listed there by 3 PM to cancel. We carefully recorded the cancellation numbers we were given, and thought we were all set...

Unfortunately, not.

Charges for the cancelled rooms showed up on our credit card statement. Thinking this was a simple error, we first called the hotel, where we were informed that our cancellation numbers were meaningless because they weren't issued directly by the Cromwell Super 8. "Each property is an independent franchise," we were told. When we protested, the hotel promised to call back within 24 hours.

How strange...when we made the reservation online, the local Super 8 managed to honor it...but suddenly a cancellation made online wasn't valid as far as they were concerned.

Almost three months later, we're still fighting with Super 8. Super 8 customer service opened a case for us, but never returned our call with a resolution or explanation as promised. The Cromwell Super 8...well, guess what, they never bothered calling us back, either.

In our opinion, this chain has vague and inconsistent cancellation policies, and non-responsive customer service.

Our advice is to be very, very careful if you ever have to cancel a reservation at a Super 8 Motel. Even with a cancellation number, you might have a hard time down the line.

We stayed here on our way to Canada. The place was very nice, the room was clean and everything was good. The wireless is free and worked very well in our room which was at the far end of the building. They were also very friendly. My wife forgot her pillow in the room, so we called and they held it for us until we returned from Canada 4 days later!

Our family of 7 stayed here on Aug. 4th, 2006 between our visit from Ocean Beach Park in New London and going to Lake Compounce in Bristol on Aug. 5th. We booked thru Trip Rewards using our AAA discount. We booked 2 rooms at only $60 ea. I was concerned about what and where we would be for this cheap, but was pleasantly surprised. The town was lovely and very clean and the hotel was situated next to everything we needed, even a Dunkin Donuts. The hotel lobby was clean and the front desk folks were very nice and helpful. The rooms were very clean and roomy and nicely decorated. If we ever head that direction again, we would absolutely stay there again.