Complaints

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.

• Initial Complaint

  Date:08/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this Ramada inn on 4-2-24. They never refunded me $50 for a security deposit. I never damaged the room or it's contents so I called repeatedly and was promised a call back by the owner which never occurred. I had to contact the corporate execs to find out why they kept my deposit. For which they told me my linens were soiled. ******* corporate offered me points but could not refund me my security deposit. I am seeking a refund of both my hotel stay and security deposit. This hotel has problems with cleanliness and it is public knowledge. I believe they made my bed with dirty linens and are trying to charge me for their failure to clean them.

  Business Response

  Date: 08/20/2024

  BBB Case #: 22155855
  Hotel Site #: 13113
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by *********************** at the Ramada property in **********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.

  Once again, we apologize for any inconvenience this may have caused.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************

  *******
  Liaison,Customer ********************** & Resorts. Inc.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22155855
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/20/2024

  The solution is unacceptable.  Owner of property does not answer or return phone calls 

  Business Response

  Date: 08/22/2024

  BBB Case #: 22155855
  Hotel Site #: 13113
  ************* Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by *********************** at the Ramada by Wyndham property in **********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. ************* has no access to the billing systems at the property and so we are unable to refund.

  Once again, we apologize for any inconvenience this may have caused.
  
  *****
  Liaison,*************
  Wyndham Hotels & Resorts

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22155855
  
  I am rejecting this response because: it is simply a repeat of the first offer which provides no remediation.  ******* is aware that the owner of the property is not communicating with me because I contacted them and ******* was the ones who first to let me know why my security deposit was held.  Yet their response is to have me contact the owner.  

   

  I request binding arbitration.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2024

  BBB Case #: 22155855
  Hotel Site #: 13113
  ************* Case #: ********

  Dear Contact:

  Thank you for your reply, your feedback is valued. Please know that we have personally requested that someone within the property management team contact you to further discuss the matter, work together, and hopefully come to a satisfactory resolution. ********************* is a liaison between yourself and the property in hopes of opening that line of communication so the two parties can work together. As previously stated, ************* does not have the ability to resolve this matter, the guest will need to work with the property directly.

  ********************* contacted the property and spoke with management on August 16th. ***** informed us that the guest will not have their security deposit returned due to the bed sheets being soiled. As it is the properties responsibility for the overall day to day operations, we feel it would be best for the guest to contact the property directly. The guest may call the hotel at ********************* or via email at ************************************

  Again, ******************, I sincerely apologize for any frustrations this has caused you.

  Kind regards.

  *******
  Liaison,*************
  Wyndham Hotels & Resorts. Inc.

   

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22155855
  
  I am rejecting this response because I have already done this and the owner does not answer nor return my calls.  I have called around 12 times and they have never called me back.  ******* makes money off this operation but does not want to get involved.

   

  Once again I request binding arbitration.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They over charged me for one of the nights I stayed, also lost paperwork of the $50 dollars they charged me on top of room cost for incidentals and claim that they have refunded it. But it isnt showing in my account and my bank says that no transaction has occurred. They charged me this twice for the time I stayed and owe me back $100 dollars that I have not received.

  Business Response

  Date: 01/16/2023

  BBB Case #: 18818026
  Hotel Site #: 13113
  Customer Care Case #:
  
  
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *************************. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.
  
  -    Confirmation number
  -     Under what name was the reservation booked:
  -     Date of arrival (exact date of stay):
  -     Room number:

  
  If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  
  
  
  *******
  Liaison, Customer Care