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:12/27/2022

  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.

  Me and my husband had rented a room from super 8 hotel in campbellsville ky on Dec 23 2022 we had to pay a deposit of 150.00 down when we got there for no smoking policy we don't smoke for one when I went down to check out the man told me that he would send the deposit back to the card after the room was check ..we left the hotel and headed home the man called and told me I won't get my deposit back because there was sign of smoking in the room so I told him I was on my way back up there that I wanted proof and evidence that I had smoked in the room he had told me on the phone that there was a towel behind the door of the room and that there was signs of smoking in the toilet he refused tk let me see the evidence so the police was called the police officer told me that he couldn't do anything about the deposit it was a civil matter that I would have to file something with the county attorney office he stated that thus happens alot at this hotel they have had several complaints of where they have kept people money I want my deposit back we sis nothing wrong and never smoked in the room I ask the man if he took pictures or anything to prove that there was smoking in that room he stated no he didn't this is very wrong for then to keep my money I want a full refund of my deposit back on this he tool advantage of us cause it is Christmas time and thats so wrong

  Business Response

  Date: 12/28/2022

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

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***** ******* at the ***** * ** ******* property in Campbellsville, KY. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s 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 property’s 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.

  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 a* *********************

  *******
  Liaison, Customer Care
  
  
  Wyndham Hotels & Resorts, Inc.
  ******* ************

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 01/04/2023

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

  Dear Contact:

  As a gesture of goodwill, we would like to offer yo* ****** ******* ****** points -- enough for one free night at any one of our tier 2 properties or a highly discounted night(s) at any ******* Rewards hotel worldwide.  If you have yet to enroll in ******* Rewards, you can do so here: ***************************************************************************

  Please reply with your ******* Rewards member number and we will add the points to your account.
  

  Wyndham customer care is unable to issue refunds as the property is independently owned and operated.  This means that we do not have access to any of their billing systems.  The property would need to authorize and issue the refund on their end.  If you are seeking monetary compensation or refund, please continue to work with the property directly.

  Again, we thank you for bringing this issue to our attention.

  Thank you,

  *******
  Liaison, Customer Care
  
  
  ******* ****** * ******** ****
  ******* ************

  Customer Answer

  Date: 01/04/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18636780, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ***** *******
   
  
  

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