Hotels
Wyndham Hotel GroupThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Wyndham Hotel Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/06/2025
Type:Service or Repair IssuesStatus: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.
Reservation information: Checkout Date: 1/19/25 Name: ******** ** Phone: ************. This is the person who made the reservation for our business travel at ************************************** by Wyndham. Reach out to me at ************ or ************************ I spoke with the hotel front desk and the manager on 1/19 at around 8-9PM about my phone and laptop chargers left in the room when I checked out in the morning. They promised to ship my items back to my NY address. I called several times later and it seems like no one was aware of this problem and the manager was not accessible. I got so many promises when I was there but now my problem still remains unsolved. We had 2 rooms and each stayed like a week, so we paid a lot of stays in here and we need to have issues solved.Business Response
Date: 02/06/2025
BBB Case #: 22907104
Hotel Site #: 58058
Customer Care Case #: ********
Dear Contact:Thank you for notifying our office of the concern filed by ******** *** at the Trademark property in ATLANTA, GA.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before February 10, 2025. As a company, were committed to delivering a great experience with every stay with us.
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
********************************************** & Resorts, Inc.
Office: ************Initial Complaint
Date:06/26/2024
Type:Service or Repair IssuesStatus:ResolvedMore 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.
91554EE113964 is my cancellation number.
I cancelled on May 1st 2024.NOBODY would answer any of the lines at the hotel. Not even the operator.
Business Response
Date: 06/27/2024
BBB Case #: 21905469
Hotel Site #: 58058
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by *********************** at the Trademark property in Atlanta, GA.
To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before June 29, 2024. As a company, were committed to delivering a great experience with every stay with us.
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
********************************************** & Resorts, Inc.
Office: ************Business Response
Date: 07/01/2024
BBB Case #: 21905469
Hotel Site #: 58058
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by *********************** at the Trademark property in Atlanta, ***
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.
The property has updated the case advising they have issued the refund on June 28th. Please allow 3-5 business days for that to show on your account.
Once again, we apologize for any inconvenience this may have caused.
If your offices require more information on this matter, please contact me directly at ************************************.
*******
Liaison, Customer Care
********************************************** & Resorts, Inc.
Office: ************Customer Answer
Date: 07/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
However, IF the refund is not received in the timeframe quoted, I will open another case.
Sincerely,
***********************Initial Complaint
Date:02/01/2024
Type:Order IssuesStatus: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.
Complaint: 21235453
I am rejecting this response because:It is currently February 6th and I have received no further response regarding the situation despite being promised a response by February 5th.
on the 5th attempt I was given a chance to leave a voicemail which I did. I emailed the hotel about these concerns as well. I have discovered many other attendees of the same event receiving a similar treatment by the *************** Hotel Atlanta.
Sincerely,
*******************************Business Response
Date: 02/02/2024
BBB Case #: 21235453
Hotel Site #: 58058
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ******************************* at the ****************** in Atlanta, GA.
To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before February 5, ****. As a company, were committed to delivering a great experience with every stay with us.
Thank you,
*******
Liaison, Customer Care
********************************************** & ******** ****Business Response
Date: 02/16/2024
BBB Case #: 21235453
Hotel Site #: 58058
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ******************************* at the ****************** in Atlanta, GA.
We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property has advised they have modified the reservation back to the original rate of $262 per night plus tax.
The property has also advised the guest does have a 72hr cancel waived fee.
Our sincere apologies for this experience.
Thank you,
*******
Liaison, Customer Care
********************************************** & ******** ****Initial Complaint
Date:11/27/2023
Type:Product IssuesStatus: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.
Checked my sister into this hotel 11/17/23 through 11/22/23. The room was prepaid prior to check-in, yet upon check-in the hotel required a $50 cash deposit. They would not accept a deposit via credit/debit - now I know why. This policy is not posted anywhere. I paid the deposit and had to insist that the front desk clerk allow her to sign for it. We discussed the terms of the return of the deposit, which were normal in my experience. However, checkout was this morning and at checkout the final bill was noted to not return the deposit (attached). No explanation, the room had not been checked nor were there any incidental transactions as the hotel doesn't offer anything. I called the hotel to speak to the Manager after 11am as advised by *** (the front desk agent). I spoke to the Manager he immediately said the room was dirty and damaged. I asked him when was the room checked because this was noted on the form prior to checkout. He began to raise his voice and say it was dirty and he's not giving money back then hung up the phone. No one checked the room at any time as it was occupied for 4 nights (video attached). Not one time did housekeeping come to clean during this stay.Business Response
Date: 12/05/2023
BBB Case #: 20905902
Hotel Site #: 52857
************* Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ********************************************** at the La Quinta property in *********************.
We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service.
************* has resolved the situation with the guest via a check in the amount of $50.00. Please allow 3-4 weeks to receive through the US Postal system. Wyndham ************* has also applied 15,000 Wyndham Reward points to the guests Wyndham Reward account as a goodwill gesture from Wyndham. ************* in addition applied *************************** Reward points to the guest in February 2023.
If you need any more information on this matter, please let us know.
*******
Liaison, *************
********************************************** & Resorts, Inc.
Office: ************Initial Complaint
Date:06/20/2023
Type:Service or Repair IssuesStatus:ResolvedMore 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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************ovide a receipt for the nights of 6/7-6/9 since they took ownership on 6/7. The hotel management did not warn guests to receive ask for a separate receipt on 6/6 due to the ownership change. This is a significant issue for me as I need an itemized receipt for each night of my stay to obtain reimbursement for expenses from my employer. I have repeatedly called/emailed the ******************************* regarding a receipt for 6/6 but was told it will take considerable time to obtain the receipt. This hotel is impossible to contact during the day. The new hotel ownership should be facilitating this process. The sentiment I receive is "we cannot help you." I have a receipt for my $99 refund that was never returned to me. I've read ****** reviews from other customers who claim they are also due money back from the hotel. I want the hotel to contact every person who was a guest during the ownership transition to offer HELP for any billing or receipt problem.Business Response
Date: 06/20/2023
BBB Case #: 20204916
Hotel Site #: 58058
Customer Care Case #: ********Dear Contact:
Thank you for notifying our office of the concern filed by ************************* at the Trademark by Wyndham property in Atlanta, GA. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before June 23rd. As a company, were committed to delivering a great experience with every stay with **.
Please note that our email address has changed. 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
********************************************** & Resorts, Inc.Initial Complaint
Date:11/02/2022
Type:Customer Service IssuesStatus:UnpursuableMore 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.
Please refer to Wyndham ************* Case No. ******** when contacting me about this absolutely ridiculous matter.
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