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Business Profile

Hotels

Thriftlodge by Wyndham

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:24/02/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Feb.15th we went for a stay here and it was digusting!The sheets had stains and blood on them!I have pictures of this.The jet tub had black mold come put.It wrecked of chlorine and mold.The lock on the door was broken!You couldn't even fully open the door to get in because it wasn't shoveled and the stairs were pure ice!Several people fell!We left and didn't stay but refused to give us our money back which is insane given the health code violations!

  • Initial Complaint

    Date:11/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We had a reservation for the hotel for three nights. We checked in, they charged us right away. We went to our room and was appalled with the state of the property. We felt unsafe with the way it was so dirty and how things were. Dumpster over flowing. Discarded dirty mattress in the doorway to get to our room. Crumbs and finger nail clippings in the hallway. It felt like it was used for a homeless shelter. We went straight back to the front desk and said we are not staying here it was disgusting. The front desk lady said she could not refund us and said to email management for a refund. She gave us the email of ******************** she also said that she would not put through the $200 deposit. I have emailed numerous times with no response. I have contacted Wyndham head office and they say I have to deal with the property. They are scammers. You can see from the reviews that I'm not the only one. They charged me $332.10 for a service I did not receive. They also put through the $200 deposit and a fee of $25 for i don't know what! Their cancelation policy states one night charge. I should have only been charged $71.19. They must have health code violations! I can't believe they remain open for visitors to your city! Also, why is it coming up as two different company names? They wouldn't even give me a detailed invoice when I asked for one

  • Initial Complaint

    Date:08/10/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I checked in on September 20th, 2024, and checked out on September 21th. I spent $128.44 for the night of stay. The experience was a nightmare!!! There were bedbugs, we were seriously bitten by the bugs, itching everywhere, we showed the front desk the bites we had, and they said they couldn't do anything, but provided an email address, told me to complain by writing an email. I wrote an email on 21st, but nobody ever responded to my email. I also tried to file complain through Wyndham group, but they just gave me a case number, but no solutions. I called them again, they suggested me to dispute the payment through my credit card company.

    I'm hoping BBB can help us make them appologize, and refund my money back!

  • Initial Complaint

    Date:08/10/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Transaction date:September 20th, 2024, 3 hotel transactions with thriftlodge by Wyndham( *******) through ******** online booking $166.77,$166.72,$118.10.
    We checked in at September 18th, and were bitten by bedbugs during midnight. We complained to the hotel and they promised us to change a room without bedbugs. But we were bitten even more seriously for the second night. We complained again to the hotel and requested to refund all the money paid to them. We can’t stand to stay there for the third night and checked out early. The hotel gave us an email address to write to about the issue. We got no response after we sent them emails. Then we contacted Wyndham customer service center, they send us an email said we would be contacted within 7 days, but till now we still haven’t got any feedback from them. We call them again, and they told me to retrieve the transaction through our bank, but the bank needs something in writing to help us to cancel the transaction. I am now helpless, we suffered a lot from this bad experience physically and mentally, I feel I worry about bedbugs even at my own home. We made a lot of effort to deal with the luggage’s we took to that hotel. it’s really a nightmare for us. We hope the hotel can refund us to compensate us.

  • Initial Complaint

    Date:05/09/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We stayed at the hotel August 22nd-25th. WE were in room 64
    I paid just under 600$ for the weekend.

    upon arriving to the hotel and checking it, We noticed the rooms haven't been cleaned. The floors were full of dirt, the shower was full of hair and the toilet was full of stains. I had requested cleaning supplies to clean because they had come in the room 3 times and still did not clean. I had to ask for all new bedding because our sheets were full of dirt and mud.
    After the first night of staying in the hotel room we were covered in BEDBUG bites, my friend stayed in room 32 and also had the same issues. When we reported the bedbugs to the front desk they just shrugged their shoulders and told us there was not more double rooms. Our friends were moved from their single room and put in a room below, 1 hour after removing our friend's from their room they had put an elderly couple in the room with the bedbugs.

    On Saturday I was getting changed in my room and a male employee had walked into the room without knocking. I called down to the front desk to ask why there was males walking into rooms full of young women and all I got in response was " i don't know what to tell you"

    I have since reached out to the hotel 3 times and was told they will not help me and they do not have a manger, I have also contacted Wyndham however they told me they do not deal with Canada Complaints, But then also informed me the hotel manager had wrote back to the complaint that they had reached out to me and offered a full refund however I have sent 3 emails with no response and each time I call I am told to talk to the manager.

  • Initial Complaint

    Date:30/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Thursday Aug 29 at 5:52 PM my wife and I checked into the Thriftlodge Moncton -1062 Mountain Road, for one night. We were charged $155 for the room and $30 for our small dog plus $200 damage deposit. We were directed to room #25 on ground floor. We entered and found a foul smell, damp and musty (Possible mold), the beds had deep depressions in the matrasses and were not acceptable. We went back to office and requested our money back and were told that was against managements policy and they offered another room. This room was #34 and did not smell and matrasses were relatively level. This room was also on the second floor and my wife has problems with stairs, but we agreed as it was only for one night. My wife went to bed around 10:30PM. At midnight my wife got up as she felt something on her pillow, turned on the light to several bed bugs crawling in the bed. We killed several full of blood, stripped the sheet back and under the pillows. I then did the same for other bed with same results, more bed bugs. We packed our things and I went down to office which was closed but accessed night manager and explained what was going on. He came to room and saw dead bugs and blood on bed. We told him we were leaving and wanted our money back. Again we hear this is against managements policy and offered another room. It was way past that and we said no. He did return $200 damage deposit but refused to return $185. We then drove 3 hours home.
    I would like our money back, but more importantly the Motel needs to be inspected and probably shut down until problems are resolved. Bed bugs and mold if it exists is a health concern and the risk of spreading to other sites is very high. I looked for a Government site to report to Board of Health but so far have been unsuccessful.

  • Initial Complaint

    Date:26/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a room at this hotel for August 15th to the 16th.
    The room was dirty and aged - black stuff all over the toilet and wall. Cigarette holes in the comforter.
    I did not have an issue with this part as we were only there for one night. What I did have an issue with was that their bed contained bed bugs. I woke in the morning to see two in the bed. I caught and killed one of them. Myself and my 4 year old daughter both had a handful of new itchy bites on our bodies. I went to the front desk to tell them as well as ask for black garbage bags to bag up our stuff in hopes of preventing taking any bugs home. They did give a black bag and apologized for the bed bugs. I asked what resolution they had for this, the front desk staff said I would need to contact the manager and gave me an email address. I have emailed and have called the hotel multiple times to speak with the manager and he has not came to the phone or replied yet. I am looking for a full refund -$128
    Looking at reviews online after this incident, I see that others have also had issues with them and bedbugs and the manager not returning any calls or dealing with it

  • Initial Complaint

    Date:07/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I stayed at the Thri*tLodge by Wyndham in Moncton NB with a check in date o* *eb09/2024. I was booked to stay *rom *riday *eb 9-Sunday 11th in the 2 Queen Beds, E**iciency Room. My con*irmation number was *************. I had my 2 youngest children with me *or a cheer competition that weekend.

    The couch in the sitting room was broken and could not be sat on. This prompted my children to go into the bedroom to watch TV. I eventually came in to bed a*ter *inishing work at 1am, only to have my 8 year old daughter tell me in a *rightened voice that there were bugs in her bed. I turned on the light to *ind her covered in them. I checked my 6 year old in the other bed to *ind him with bedbugs on him as well.

    I packed our stu**, stripped my 6 and 8 year old down and showered them, and double bagged everything that had been in the bedroom. I went to the *ront desk and spoke to **** a*ter waiting 5 min in a locked hallway I requested a *ull re*und o* my entire stay and was advised it would be "processed in the morning by *** as there was nothing he could do at this time". I le*t with my traumatized children at 145 am.

    I spoke to *** on Monday *eb 12th and he reassured me the re*und had been processed and was showing on his end and that it should show within 5 business days to my card. No proo* was sent as I requested. No re*und had appeared by *eb 23rd.

    I just contacted the business on 02/28 and was 1) hung up on when I asked about my re*und and 2) advised that I had to call Wyndham directly. This person also advised me that no re*und had been issued and this was not something that would be done on their end as I booked through Wyndham reservations online. This is incorrect as per the Wyndham customer care site states speci*ically to go through the actual hotel *or billing issues.

    I have contacted this hotel 4 times now, been given at least 3 lies about re*unds and policies. I was given a partial re*und o* hal* *eb 29th. I want the *ull 208.21 I was told I would get.

    Business Response

    Date: 07/03/2024

    WE DO NOT AGREE TO THE COMPLIANT OR PHOTOS. WE WOULD LIKE TO MENTION THAT WE ARE SELLING THIS ROOM EVERYDAY. DUE TO CHANGE O* THE PLAN GUEST WAS EXPECTING *ULL RE*UND ON NON-RE*UNDABLE RESERVATION. AS A COURTESY WE HAD ALREADY RE*UNDED MORE THAN 50% BACK TO THE GUEST AS WELL. HOPE WE TRIED OUR BEST TO SATIS*Y THE GUEST.

    Customer Answer

    Date: 08/03/2024

    <*ont *ace="Verdana"> I am rejecting this response because:
    It's laughable they reject the photos. Yet they are date stamped and geolocated to their hotel. As *or last minute changes I had to scramble to *und another hotel and spend over 545$ extra *or the weekend due to the disgusting nature o* their room. Please see attached photos with time and geolocation stamp.

    The unpro*essionalism and outright lies has been incredible *rom this business. I don't know any *amily that decides at 130am to yank 2 young children out o* bed, scramble to locate another hotel, spend over double what we were spending, just so we can get a re*und. I have been outright lied to by multiple employees. The manager outright lied to Wyndham when they said they tried to contact me and le*t a message advising o* a partial re*und. 19 days a*ter multiple attempts on my part the hotel contacted me at 851pm and re*unded hal* the cost. The employee re*used to give me the manager's name and told me they were not allowed. I have been re*used contact with the manager and the emails sent to this business have been ignored.

    At this time based in their response this amounts to ********** ********* on the side o* the business. I have bmnever changed my story, yet the employees and management at this business have delayed and lied and told a minimum o* 3 di**erent stories.

    In addition to this they have gone into my original reservation and changed it *rom 2 nights to 1 night. I want my *ull amount re*unded. 


  • Initial Complaint

    Date:01/08/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Booked 2 rooms at thriftlodge by Wyndham was there about an hour and left due to toilet not flushing, hokes I walls dirty floors stained bedding went and had to book 2 rooms elsewhere I am being refused a refund

Thriftlodge by Wyndham is NOT a BBB Accredited Business.

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