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Business Profile

Hotel Reservation

Baymont Inn and Suites Springfield

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2024

    Type:Facilities Issues
    Status:
    Unanswered
    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.
    June 7th we checked into the Baymont Inn in Springfield Illinois. We paid 101.00 for the 1 night. There was no one at the check in desk when we arrived but waited a few minutes and the girl came and got us checked in. When we got to the room we settled in turned on the tv. Didn’t work there were some cables hanging in the back got that replugged in and it worked. The bathroom wasn’t real clean the beds were horrible and poorly made up the bedside lamp wasn’t working. The pool was closed for maintenance no sign of any work going on with that.I went for breakfast on the 8th 6.30 am the coffee maker was filthy, grimy and had finger prints all around the lid and pump handle. Sat at a table it was sticky and grimy moved to another table same problem the egg patties were sitting out in an open plate same with the waffles out in the open with flies landing on them. No other patrons came nor any employees No breakfast amenities for us. Again when checking out no employees in sight so we just left. Never did I see any person working there to help with any issues. When I made the reservation online the pictures were very misleading and showed a beautiful clean room and refreshing pool ready for use

  • Initial Complaint

    Date:06/02/2024

    Type:Facilities Issues
    Status:
    Unanswered
    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.
    See images for booking & case number details. Booked in Nov 2023
    Confirmed our needs over & over on the phone in Nov. We were ASSURED that all of our needs were in order for the stay. Biggest need, a full size fridge. 2nd, full breakfast included. 3rd, a suite (space). Others: hot tub & pool. NONE of these happened. We paid for those needs & did not receive a single one. Got down-graded because the suite only had a mini-mini fridge, the other room had a dorm size fridge. We told the manager our needs; he told us this was the only room available to switch to? The place hardly had any cars in the parking lot the entire time, only room available? We asked for a partial refund because we were down-graded, no breakfast, pool & hot tub. He said no. How was it ok to take our money for inclusions that don't exist? Add insult to injury; the luggage cart had 2 flat tires; we had no idea until it hit the carpet on the 3rd floor & wouldn't move! We then carried many bags/items to our room; All WHILE the 3 staff members watched us struggle with that cart not moving well. In the AM there was a 2nd cart with good tires; why would they not go get it instead of watching us struggle, or even help? Other issues: broken tv remote, only a 1/4 roll of toilet paper, no tissues, minimal towels & the ceiling peeling off in the bathroom. We had a VERY busy itinerary working at a national event. Having the fridge & breakfast were VERY important to making things go smoothly. A pool & hot tub were needed to de-stress & to relax muscles at night. This was our plan when we asked & chose to book here. We would have booked somewhere WITH all those amenities had we known! No breakfast cost us extra time/money. No pool & hot tub added built up stress. Wyndham was contacted & only forwarded the info to this Baymont, who only said "we apologize for the inconveniences...hope to see you again..." We asked for & expect a fair refund for the false advertising which lead to great inconveniences.

  • Initial Complaint

    Date:03/21/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Prior to my departure from baymont inn on 3/21/2024 . The front desk lady called me (heavy set african American with braids) to inform I had left my property. I travel alot so I pack alot of items and she tells me I have left my black box. Upon my return to the hotel. I get to the front desk and she ask me to describe what’s in the box I told her its non of her business because I claimed the box the contents doesn’t matter. She then proceeds to tell me that the inly way she would give me my belongings is if I give her 20 dollars. I told her that I should not have to pay for my belongings . She then calls the “general manager” on FaceTime where they mocked me. Once I gave them the 20 dollars I actually realised that the box was not mine. They would not give me back my 20 dollars . I just got extorted to the extreme.

  • Initial Complaint

    Date:06/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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 at the Baymont by ******* Springfield, Il from May 31 through June 3, 2023. We we arrived, the front desk required a $75 deposit on the room IN CASH. When we checked out, we forgot about the cash deposit because frankly it has never happened before. Deposits are normally charged and refunded to a credit card. I called the hotel and requested they send our deposit back. The first woman I spoke to said I had to speak to a manager and she would pass along the message. Two days later, without a call back, I called and asked for the manager. She told me she had the money in her desk and I would have to come get it in person if I wanted it, or if not retrieved within 7 days, it would go into "the general fund." Springfield is 3 hours from my house and the gas would cost more than $75. I then called ******* and filed a complaint on June 8. "Thank you for contacting ******* Customer Care. We have opened a concern on your behalf. Your reference number is ********. You will be contacted within a week regarding your concern." Needless to say, I have still not heard from *******. It is unconscionable that a business can refuse to send your deposit back. If I left my airpods, I would expect to be able to call the hotel and they would be returned! This has actually happened to me and stuff was returned no questions asked. Please help me get my deposit back and send a message to this business that they cannot steal their guest's money!

  • Initial Complaint

    Date:06/12/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    June 5 2023
    Cancelled a room for June 14. The clerk told me I would get a refund and would write on my cancellation notice. She never sent it to me. I have tried to talk to them but they only hangup or put me on hold. Contacted wyndam hotels and they gave me the managers email but that perso will not contact.

  • Initial Complaint

    Date:04/15/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Absolutely horrible customer service from the manager who cursed me out when I needed a refund because I refused to stay in a roach infested hotel. The website advertised free breakfast and a hot tub. When we showed up the breakfast had been no longer being served in the am, the hot tub was broken, and there was a cash deposit of 75.00 that was needed. The only ATM charged four dollars to take more money off my card. My husband and I left to stay at a nicer hotel with way better customer service. Little to say I was denied my 110.00 and refused help and kicked out of their lobby when the manager cursed me out for asking for a refund for a room we never stayed in. I'm very dissatisfied and completely disrespected by a company, by the manager of the company. She was also very racist and made racial remarks to me.

Baymont Inn and Suites Springfield is NOT a BBB Accredited Business.

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