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:11/27/2023

  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.

  I reserved 3 nights motel room stay 11/1-3/2023. When I went to bed late the first night in room #*** I stepped on a wet and completely soaked carpet between the bathroom wall and the bed. It being after 11 pm, and with my wife already asleep, I decided that I would deal with it first thing in the morning. At 7 am the next morning we went to the front desk and told the lady that we would be checking out and I proceeded to tell her why. Her response was that they had the same issue recently in room #***. In addition, I also told her about the heating unit screeching extremely loud. She gave me a business card and said to call the manager (*******************) later. I have tried to call the manager repeatedly and I returned to the hotel twice. The manager has remained unavailable, seemingly avoiding me, and the staff is unable to make decisions and defers at all times. I have called Priceline several times without resolution. ********* has also tried to call several times but to no avail and they emailed the motel and manager per their requirement but the manager has rejected them too. I have call ******* Corporate and they are unable and unwilling to intervene. I took a photo of my wet footprint on a Kleenex as well as photos in the room showing the problem. I am simply asking for a refund of the last two nights and I am willing to pay for the night that I actually stayed in the room. The Baymont manager is choosing to ignore the situation and is keeping my money for the two unused nights which is a terrible reflection on him and the business. The soaked carpet was gross, unsanitary, and unsafe. The Baymont and the manager/owner should be reported to proper authorities.

  Business Response

  Date: 10/22/2024

  BBB Case #: 20918609
  Hotel Site #: 50882
  Customer Care Case #: ********

  Thank you for contacting Baymont by ********************** We sincerely apologize that your expectations of Baymont by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.

  The Baymont by ******* chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that Baymont by Wyndham is solely the licensor of the Baymont by ******* trademarks and service marks to independently owned and operated Baymont by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.  Please work with the property and the third-party booking company where you made and paid your reservation if looking for a refund. 

  As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night or three highly discounted nights at any Wyndham Rewards Tier 2 hotel worldwide. If you have yet to enroll in ******* Rewards,you can do so here:
  
  ***************************************************************************
  
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  
  Again, we thank you for bringing this issue to our attention.

  Thank you

  *******

  Liaison, Customer Care

  *******************************;

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  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.

  I had a reservation at this hotel for 09/28/23 to 10/02/23. This reservation was supposed to be for a handicapped accessible room. When I arrived to check in on 09/28/23, I was told by the manager that my reserved room was on the 2nd floor and that there was no elevator to get to it, so Id have to take the stairs. Being physically disabled, I told the manager that I wasnt able to use the stairs, so he found a room on the ground floor. This room was not handicapped accessible, but I tried my best to function in it for 2 nights (09/28/23 and 09/29/23). I was afraid Id end up falling while trying to function in a non-accessible room, so I checked out 2 days early on 09/30/23 and moved to a more accessible hotel nearby. Upon checking out on 09/30/23, the printout of charges showed the total cost to be $306.70. Once the credit card statement arrived, it showed that the hotel charged for all 4 nights with a total of $613.40. The credit card was charged on 10/02/23 even though I had checked out on 09/30/23. I have contacted this hotel twice in an attempt to find a resolution to the charges, and twice have been told that the manager would call me back. To date, I have yet to get a return call from the manager.

  Business Response

  Date: 10/22/2024

  
  BBB Case #: 20898592
  Hotel Site #: 50882
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ****** at the Baymont 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. The property had stated they provided a group rate.  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
  **********************************
  Office: ************

  Customer Answer

  Date: 10/22/2024

  It should not matter if my reservation was under a group rate. If I, as a person with a physical disability, require a room with accommodations, I should not be told that my reserved *** accessible room is up the stairs and theres no elevator to get to it. 
  

  The property did eventually refund for the nights after I checked out. 

• Initial Complaint

  Date:10/02/2023

  Type:Product 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 checked into the hotel on 9/26/23 and checked out on 9/28. After I left, they charged me an extra $200 fee. When I called and asked why, they claim I left blood all over the comforter. Only the comforter. No other part of the bed linen was mentioned. When I asked for proof I was told they didnt have to prove it and they already had my money and there was nothing I could do. They refused to provide a manager for me to speak to. In short, they are stealing from their guests. And this is disgusting.

  Business Response

  Date: 10/22/2024

  
  
  BBB Case #: 20685280
  Hotel Site #: 50882
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ***** ******* at the Baymont property in *****, 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 October 26, 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
  **********************************
  Office: ************

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 20685280
  
  I am rejecting this response because: Their response said they would contact me by today, yet they havent followed through with this. Its been over a year now and they still cant figure out how to contact me to try to resolve this? I dont know if their workers simply got rooms mixed up or what, but my room was not left in the conditions they claim yet I was forced to pay for it and the local hotel people were some of the rudest people who made no effort to hear me out. They refused to provide proof - because they dont have it - because it didnt happen. And here we are, a year later and they still cant even reach out to me.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/29/2024

  BBB Case #: 20685280
  Hotel Site #: 50882
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***** ******* at the Baymont 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. Unfortunately, ********************* does not have the ability to resolve this matter as we do not have the ability to access the properties billing systems.
  

  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 Care
  **********************************

• Initial Complaint

  Date:01/06/2023

  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.

  We checked in Friday evening a little after 4. Things were fine at first. The Manager even called us and i told him the room was fine. It wasn't until later roaches were found. Not only in our room but a room of family members also. We addressed it multiple times with the front desk clerk. She informed me that it was the south and bugs happen. Very unprofessional. They said they would refund our money bc of the events that happened with the bugs. It was not only one. It was multiple. The lady printed our papers and we left. When another guest who was staying in another room went to turn in his room key, the lady stated that I was hard to deal with. Now this person was family. But that is extremely unprofessional to talk about a guest like that to another guest. I reached out to the property today and they are no longer willing to refund us. After they said they would.

  Business Response

  Date: 10/22/2024

  
  
  BBB Case #: 18695044
  Hotel Site #: 45357
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ***** ****** at the Ramada property in ********, ***

   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 October 26, 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
  **********************************
  Office: ************