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:11/07/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 in to the hotel on October 17 around 430 pm. When I went to the first room the representative at the desk gave it was dirty and still being cleaned. I went back downstairs and informed the rep and she gave another room, the second time had unpleasant smell. I called downstairs to inform the rep and she stated she would send someone up. Never offered another room. I waited for about 15 minutes before I called downstairs to speak to a manager. I was transferred to a manager named ****** and I asked her if I can check out without any penalties and charged anything because I was satisfied with the room. She stated I could and when got downstairs the rep at the desk told me my card would be credit. I waited to see if the pending charge was cancelled but it posted to my account. I then the hotel and spoke to the manager who stated it would be taken care of and I'll get an email confirming the credit. I waited a few days after receiving nothing I contacted the hotel once again and was sent to an administrative voicemail and left several which no one returned. I called back a week later and spoke to manager ******and she assured my refund was getting credited back and received once again. I called back and was told by ****** she would to speak to the GM to get this taken care of. ****** called me almost a week later and told me corporate sent the refund on October 28 and I should have received and email which I didn't. ****** stated it would take 7 to 10 business days to show on my account and then she stated I can call my bank as well about the charge in which I stated why would I call the back if the refund has been processed and told I'll wait until it shows on my account. I did verify my email with her to make sure they had the correct one and they did. After 10 days I called the bank and they show no one send a refund to my card. I called the hotel again and told the person at the desk I spoke to manager ****** about credit and she immediately sent me to VM.

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 under ******* *******
  
  We arrived at the Wingate hotel around 12:15AM for a 7 night stay,checked in went directly to sleep. When waking up we realized that the chemical smell that was coming from our bathroom had overwhelmed the room & was poisonous!My husband went downstairs at 7AM to ask for a room change immediately to the front desk staff ******. After 2 hours,no manger on staff,no housekeeping till 9AM & numerous complaints to the staff the housekeeper finally arrived & went upstairs & confirmed our situation.She concurred that harmful chemicals that had been used had never been washed off with the floor being sticky. They had no other rooms so we decided to check out at which point they gave us another room now 10AM.We rushed up stairs so that my husband whom was now dealing with breathing issues as he suffers from asthma,could quickly shower and get ready to head to work as he had already been 2 hours late.The hotel staff asked for my information so that a manger could contact me at some point to discuss the situation. At approximately 10:30AM as we were rushing to get him to work, we received a phone call from the general manager ***** ***** who started explaining to me her inability to have another GM on staff as she works 12 hour days and her incompetent skills to manage the issue. At which point my husband spoke to her regarding what had occurred and the dangers of us or anyone being in that room. At this point ******* husband got on the phone call & threatened my husband to meet him at the lobby so that he could “kick his" this went on for 10 min with numerous threats, arguing by the GM & her husband,By the grace of g-d we had already left the hotel as my husband was arriving to work. Now at this point we contact the police so that I could go back to the hotel and collect our belongings, as I was concerned for my safety as we had been threatened 3 police officers arrived and escorted me to collect our belongings. I filled a police report.

  Customer Answer

  Date: 11/03/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  Clearly , my name was not on the reservation as it was on my husband name. Reservations are only put in one persons name, not in the name of everyone in the room..Every statement coming from an inadequate manager to do her job has been clear from the start, including her response. In no place does she mention her husband threatening mine with a physically assault ( on the phone )  to my husband. Which is why  the police were called out by myself and my husband, as our safety was of concern. Again no mention of the chemical smell that had built up in the bathroom and overwhelmed the room, which was not brought to our attention until we woke up the next morning to use the facility. There are cameras in the hotel lobby that can be pulled up, showing my husband and myself sitting down on two chairs in the front, waiting for assistance for over two hours. At one point we talk to housekeeping who went upstairs with me and came back down to the front desk and stated that it was dangerous for us to be in the room that had an overwhelming smell of ammonia Again not mentioned . Rather than sing their faults. All they did was blame us which to me is completely insane. I have never seen facility that has made me feel this way that I had to reach out to the Better Business Bureau so that others can be aware of the incompetence of this hotel, my safety, and the safety of my husband are their most important, which was not shown by anyone except for one housekeeper. In which the end my husband ended up at the hospital dealing with asthma issues. 

  
  
  

  Regards,

  
  

  ***** ********