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:10/13/2024

  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.

  Dear BBB,My reservation for staying at the Baymont by Wyndham Hotel in Addison, ** was from October 6, 2024 - October 11, 2024. I stayed at the hotel one day, on October 6. The next morning, I saw a huge bug in my room #*** and called the front desk to inform the attendant. The attendant apologized and offered to switch rooms for the remaining stay. I did not feel comfortable staying at the hotel because of the bug I saw. I did not want to take any chances of bringing any bugs back home. I informed the front desk attendant I would be cancelling my reservation on October 7 and would like a refund. The front desk attendant informed me, she would not be able to cancel my reservation, the manager, Sunny M., is the only person who would be able to handle the cancellation and refund my $380.80. The front desk attendant also informed me the manager only works from 11 am - 3 pm and will not be available during any other hours. After finally speaking with the manager, he informed me he would not be able to refund my money because there is a non-refund policy. I emailed the manager as well as the hotel and included a photo of the bug on the wall (top by the ceiling). The bug was huge. After informing the manager I would be reaching out to Baymont by Wyndham Corporate Headquarters regarding my reservation #*********, I received a credit of $192.57. The $100 was a security hold on my credit card, which was suppose to be refunded to me. The $92.57 was a portion of the $380.80. There is a balance of $288.23 that has not been refunded to my credit card. I am requesting ************************ to investigate because I would like the $288.23 refunded to my credit card. If possible, I would also like the Baymont by Wyndham corporate email address so that I can reach out to them as well. I did not see a corporate email address listed on the website, and after speaking with several employees at Baymont, they were not able to provide a corporate email address. Thank you.

  Business Response

  Date: 10/21/2024

  Hello,

   We sincerely apologize for the inconvenience caused by the seasonal bug in your room. As we discussed, we can arrange for you to switch to a different room, and you are welcome to inspect it beforehand.
  I also want to clarify that your reservation is non-refundable, so we cannot issue a refund at this time.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22416762
  
  I am rejecting this response because:
  

  There was a huge bug crawling on the wall in room #***. I did NOT feel comfortable staying in the hotel after I saw the bug and read the hotel reviews online with others having issues with dirty rooms as well as an unpleasant experience. I am requesting a refund.

  Sincerely
  
  ****** *******

  Business Response

  Date: 10/23/2024

   

  There was seasonal bug in the room and we apologize for that and we offered you that we will change the room and you can check the room first. the rooms are not dirty as all the rooms were clean deeply. As we said before we cannot provide refund as the reservation booked was non-refundable.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22416762
  
  I am rejecting this response because:

  The bug was not a seasonal bug. It was a rodent that should not have been in the hotel room. I did not stay in the hotel after seeing the bug because I did not want any bugs in my clothes or bags. I did not feel comfortable staying in the hotel. 

  Can you please provide the Corporate phone number and email address to the hotel? I would like to communicate directly with someone in the corporate department. Thank you.

   

   

   

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/24/2024

  I am sorry but we cannot issue refund as reservation was non-refundable.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22416762
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/14/2024

  Type:Product 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.

  Booked a room for the night over the phone with customer service. When I arrived at the hotel, there were men drinking and smoking weed outside near the entrance. Inside the lobby there were bugs EVERYWHERE. The hotel smelled musty and dirty. Hallways to the room were dirty, stained and full of food. When I opened the door to my room there were two bugs in the entrance way. They are able to see on footage, I never even entered the room fully or let my children enter when I saw the bugs. I turned around and went down to let them know I wanted a refund. The front desk clerk was rude, asked me to step aside so he could help other people check in before handling my issue, had me wait over 20 minutes and then went himself up to the room and came back down to dispute with me what I said. He said it was fine and that he couldnt issue a refund to call customer service. **************** filed a complaint but said management would need to issue the refund. I have called nearly every single day for a month and they keep telling me I have to call back. The manager is avoiding handling my issue at all costs. I have videos of the lobby as well!

  Business Response

  Date: 07/23/2024

  There were many bugs all over the places that time , its not just outside at our hotel but also on roads , houses   they were flying. That came on news too. As guest open the front door the bugs came inside the hotel, But there were no bugs in the room. The people who were outside were staying in the rooms and they just came and checked-in they were just talking to there colleagues and then they left to the room. And talking to someone outside the motel for that we cannot restrict them.  We personally went and checked the room there was no bugs in the room. We cannot refund the amount. As per asking you to wait we were check-in guest and they were standing first so thats our priority to help.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21987489
  
  I am rejecting this response because:
    I offered hotel management to pull hallway video camera surveillance to prove that upon entering the room there was a bug right in the doorway that you can clearly see my killing and see my children no entering the room. I killed the bug and told my children to proceed back to the elevator to leave. I would also like surveillance to show how disgusting and filthy the hotel was. They have been uncooperative in ever answering or returning my calls or addressing the issue so for them to say a refund is not possible is beside me. I checked out and lost out on that money and also did not have another place to go with my small children as it was already in extremely late. Every other hotel in the area had no vacancy. Also, the MEN standing outside the hotel were drinking and smoking weed and stood out there the entirety of the time I was there. When I left the premises they were still outside being loud and smoking and drinking. 
  Sincerely,
  
  *************************

  Business Response

  Date: 07/25/2024

  We have seen the video and we went in the room to check once you left the hotel and we did not found any bug in the room as we said before that time there were bugs outside the motel infact everywhere but not in the room it might came near front desk as front door opens. Every evening we check all our rooms if there is any problem than we do not rent that room. Sorry but we cannot provide refund.

• Initial Complaint

  Date:07/02/2024

  Type:Product 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.

  1. ********** collect security deposit of $100 but never seems to return it.2. Despite 24 hr notice that I'll be leaving after only one night the hotel kept money for 2 nights and returned only $256.97 out of & ******

  Business Response

  Date: 07/09/2024

  First thing  you informed us that you want to stay only for 1 night then you saw the room and you came at desk and paid for 5 night then we got call at 6:00 pm stating you only wants to stay one night and then we informed you that we can provide you refund for 3 night but not four nights as we have 24 hours cancellation policy or you have inform us before 4:00 pm. If you were not sure you should not pay for full night.
  
  According to the policy we can only provide you 3 night refund. Before 6:00  you did not inform us about that you want to stay 1 night, I agree you informed us before check-in but then you changed your plan and checked in for 5 nights.
  
  We have reversed the deposit back to you card. On our side it is showing that its been reversed, If you did not got it you need to talk to your bank.

   

  Thank you.
  
  

  
  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21926238
  
  I am rejecting this response because: when I said I will inform the receptionist about the duration of my stay before 4 pm, the receptionist on duty who introduced himself to me as ********************* told me I could tell him by 8 pm without any problem or consequences that is being charged for one additional night.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/10/2024

  We talked to the guy and he told that he did not told you any thing like that infact you did not ask him about changing your plans for 1 night. You called us only at 6:00pm that you plan has been changed you want to stay only for a night. And we have attached the policy and we are sorry but we cannot give refund.

• Initial Complaint

  Date:05/21/2024

  Type:Product 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.

  We stayed checked in 5/20/24 Baymont by Wyndham in Addison ********, within 2 hours post check in we noticed our door didnt latch and anyone could get in from the outside/hallway on top of that our key card reader didnt work so it was left unlocked at all times. We packed our things and went to tell the front desk we are leaving. They offered us another room. We were also told we were not guaranteed our money back and to call the manager tommorow 5/21/24. we called back at noon and was told the manager only refunded part of the money after asking why the front desk lady said she didnt know but suspected it was due to us using the room and she took our number so the manager could call us he never called. we were only there 2 1/2 hours *** and left the room exactly how we found it, we didnt even get under the covers yet. we disputed the charges with our bank and were told we need an email/letter from the hotel with check in/ out dates and total fees, so we took it upon ourselves to go back to the hotel to get the letter since we clearly couldnt rely on the manager to get us what we needed. We go in request to information and to speak to the manager personally since he couldnt return the call. Not only was he unprofessional but he yelled in our faces and told us its not his issue, and that he didnt refund us all the money because we left the room un-useable but then right after said that new people were staying there and they didnt have an issue with the door. Last but not least he said he wouldnt refund the money because we had 4 people and not the 2 that we said, however this was because we made our boyfriends come to ensure our safety before leaving. I also made a ****** review so that people knew that safety was a concern when staying here the night we left and woke up this morning to have found it was deleted. We have video proof of the door not working but was told he also has video proof of it working and basically told us we were full of it.

  Business Response

  Date: 06/03/2024

  Hello, Guest had 2 night reservation from 05/20to 05/22. When you came on 05/21  you said that you do not want to stay in the room you want to check-out as the room is not locking properly and its opening without key, That time only we send our maintenance person to check the room he said that room was locked properly and the latch was also good. We even offered that we will change the room but you said no for that. We checked there was no problem with the room even though We had refunded your 2 nd night stay. Refund receipt is attached below. If you check the receipt properly then you can see that one night we have charged which you stayed and the second night is refunded back to the card, In the last page you can see at the bottom it is showing one night price only. You were there when we asked the person to check the room and moreover we rented that room next day they did not had any problem with room.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21742051
  
  I am rejecting this response because: Hello,
  
  If you check the receipt properly then you can see that one night we have charged which you stayed and the second night is refunded back to the card, In the last page you can see at the bottom it is showing one night price only. You were there when we asked the person to check the room and moreover we rented that room next day they did not had any problem with room.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/29/2023

  Type:Billing 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.

  On Thursday, September 14, 2023, I reserved a hotel room by phone. Within minutes of completion, I called back to cancel the reservation. On the following day (9/15/2023), I woke up & the funds for one nights stay were debited from my account. Immediately, I called the hotel to notify them; of the monies being charged to my debit card. The hotel stated they charged a "NO SHOW" fee for the full amount of one night's stay. I advised the gentleman that I had cancelled; within minutes of reserving the room as we found a cheaper option. The hotel has been uncooperative with providing a refund. I have reported the matter to my financial institution, *********************************** located at ************************************************** The telephone number is *************. The Dispute Number provided is **********, I was promised a refund; by the **************** at ************** but it has not been received. Thank you for assisting me with this matter; as it has been emotionally taxing.

  Business Response

  Date: 11/06/2023

  Guest ************************* made a reservation for 09/14/23 to 09/15/23 for 1 day. We did not received any calls for cancellation. The reservation went to no-show so it got charged as no-show. We have 24 hours cancellation policy. Policy are attached above.
  

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20796126
  
  I am rejecting this response because:

   

  Good Evening,

  I completely & utterly disagree with the stance of merchant. They never provided a copy of the cancellation policy or receipt. If you notice,they listed the incorrect email address on the receipt they attached as evidence. How were they able to debit my card; using the correct information but the receipt has the incorrect contact information? It is the responsibility of the merchant; to ensure they both provide me with a receipt & any necessary policies. They were negligent in doing so because they didn't have my correct email address. So, NONE of the circumstances in their cancellation policy apply to my complaint. For that reason, I remain firm & request a full refund. As I feel the hotel was negligent, in verifying my contact information & notifying me of any policies. Again, I contacted them within minutes of reserving the room (by phone); to cancel the reservation (by phone). Therefore, I WAS NOT A NO SHOW & provided the appropriate amount of notice for cancellation. Thank Your for assisting me with this matter.

  
  
  Sincerely,
  
  ********************

  Business Response

  Date: 12/05/2023

  The reservation was made by guest through online, Reservation  was not booked through **. So guest gave wrong information we cannot do anything with that. Our cancellation policy is available in the website, Before making reservation guest should check the policy. In our system reservation was active and guest did not showed up so according to policy we had charged it as no show charge. policy and guest reservation are attached below.

• Initial Complaint

  Date:09/22/2022

  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.

  There was a problem with my check in. Finally got my room and the shower didn't work. Asked for another room but was told that the hotel was booked. The maintenance man was sitting playing on his phone and took his sweet time coming. Eventually I was able to shower. Minutes after checking in I found bed bugs. When asked for a refund I was denied. There was also crack heads all over the building. After going back and forth with the hotel via email they finally admitted that I was told that there was no more rooms but that was only because they wanted to fix the shower. I was In the hotel all the bit of ***** minutes and they will not refund me. Been following reviews and noticed one after me saying that they had to check out minutes later due to roaches.

  Business Response

  Date: 09/28/2022

  Hello,

  
  

  First of all guest arrived on 09/17/22 at front desk, After arriving she made online reservation in front of us which was prepaid non-refundable. so now she just made the reservation that also prepaid so its obvious it take 7 to 10 minutes to show ** in system and charge. So that was not our fault she should have made the reservation before.

  Secondly, we admitting that there was problem with shower and which was not big , she asked that she wants to change the room we told her that it was just a shower thing which can be fixed in a minute so we can't change the room. And  it was fixed in 5 minutes. For the shower  we apologize the guest
  

   Then after one hour she came back that she is checking-out as there are bedbugs in room and she left.At same time our front desk girl, maintenance guy and housekeepers all checked the room three times but we never found any bedbugs in room. Then after  that day we are renting that room everyday Trust us no one  complained about bed bugs.Its been 10 days now no one complained. There is no bedbugs then why would we give refund to non-refundable reservation.

  We even ask her that we are ready to give 15%discount but she denied and she told us she need full refund.If there is no beds bugs then why would we give full refund.
  

   We have informed this to the guest  10 times  through email.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18061365
  
  I am rejecting this response because: there was bed bug or roaches or whatever they call it. Literally I paid $130 and you are offering me $20? Do you know that I was not able to find another room that night that I had to sleep in my car and get on The road at 3am? I will need at least half of my money back and that's being Generous. Yea only because I am tired of going back and forward with this company. Clearly there is an infestation. You guys do not want to return my money yet you return someone else money a day after my stay. I have Attached prove of that. 
  
  Sincerely,
  
  ****** Elem

  Business Response

  Date: 10/12/2022

   we are replying to the guest almost 13 times that there was no bedbugs nor roaches, we didn't found anything from room still we are ready to give 15% discount. Since the day when guest checked out from that room from that day we are renting that room everyday not a single guest complaint about anything. If you want we had proof that we are renting that room. If any guest found bugs in room we immediately  refund their money but in this one there is no problem with room still we are ready to give 15%.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18061365
  
  I am rejecting this response because: clearly your hotel is infested. How can you say one room has roaches/ bed bug and the other doesn't. I am not the only person complaining about your hotel being infested.Why believe one person but not the other? As stated I am willing to take half of my money ($65) back not ($19).

   

  
  Sincerely,
  
  ****** Elem

• Initial Complaint

  Date:09/09/2022

  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 needed a hotel and found this one on hotels.com. I booked it online and paid with credit card 10 minutes before arrival. When I arrived the desk clerk demanded another $100 for a deposit but couldn't explain why. That wasn't part of the deal. The place was disgusting...shabby, dirty. Parking lot lights didn't work. I didn't feel safe there. They misrepresented the hotel when I paid.....didn't know I'd have to put up more money. And this place did not represent the brand as I know it. I went somewhere else to stay. I feel i was misled. The hotel will not refund my money. I'd like a refund and want to warn others.

• Initial Complaint

  Date:08/26/2022

  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.

  My son and I were guest at the Baymont Wyndam in Addison IL Thursday Aug 18th. We were given this hotel as an option by American Airlines as the flight we were scheduled to take that evening was rescheduled to Friday morning at 5:00 a.m.. I was awakened at 2:00 a.m. by bed bugs fighting on my arms I had red bikes and bruises on both of my arms. I immediately called front desk to report the issue the young lady that came to the room was shown the beds with bugs and blood stains on them. I immediately woke my son who was sleeping across the hall and demanded cab back to the airport I didn't want to spend another minute and that disgusting situation I have a at home. As a consumer I exercise my right and completed a survey explaining the issue and the situation I also not only had a genuine issue but also photographs to support this claim which I also attached to my survey. I received an email which I will list in this complaint that was totally unacceptable basically the email implied that there were no bugs in the room and that I was basically lying. I feel that the Baymont Inn totally disregarding my genuine concerns totally mishandled this entire situation and to blame a customer for their mishap and lack of cleanliness is a blatant slap in the face. I had to walk around ***** with my son embarrassed at the sores and marks and bite marks on both of my arms. This was supposed to be a happy time for he and I as I was taking him to college which he is attending on full scholarship so to come back and get this type of email from a corresponding or manager from the Baymont Inn is total disrespect. Please see the below email from Baymont Inn I will also be going to their corporate office with this as well. They said no ownership and as a consumer I feel like my concerns my issue was not handled in the manner that it should have been as I was the victim in this entire situation.***************************** *************************