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:06/12/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have yet to hear from the Company as of today. I was also told by them they would be in contact within 5 days and no response to that as well. See attached email. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 06/12/2024

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

  Dear Contact:

  Thank you for notifying our office of the concern
  filed by ***** ***** at the Super 8 by Wyndham property in Elizabethtown, KY. To assist in reaching
  a resolution, I’ve informed the property’s general manager of the situation.
  The general manager will contact the guest on or before June 17th. As a
  company, we’re committed to delivering a great experience with every stay with
  us.

  Please note that our email address has changed.
  If for some reason this concern is not resolved, please contact me directly at [email protected] and I
  will personally help address the guest's needs.
  

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

  Business Response

  Date: 06/19/2024

  
  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ***** at the Super 8 property in Elizabethtown, 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, if you are looking for a refund.  We have reached out to the property advising them to reach out to you to resolve, they were investigating it and did advise they would reach out to you.  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 **********************
  
  
  *******
  *******, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:08/18/2022

  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.

  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.
  
  
  
  I have attempted to work with the site directly and they continue to come up with different inaccurate reasons as to why this was "my fault" and not theirs.  First it was a false accusation that my credit card declined.  Then it was a false accusation that I cancelled the hotel the same day, which I didnt.   If you look at the reviews and comments for this site with people trying to resolve issues, you can see that trying to deal with the manager is useless.  Also, *******s Customer Service, the one you call with issues, promised to AT LEAST a refund the difference between what I would have paid at this hotel and the actual hotel I ended up at.  That has nothing to do with the site itself but the Corporate level of their customer Service department.  Eitherway, not only is the manager at this site trying to pass the buck, so is the corporate level.  
  
  Regards,
  
  
  
  ******* ********at a)there was no issue with the credit card and b) I did not cancel the reservation.

  Business Response

  Date: 08/18/2022

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

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ******* ******** at the Super 8 by ******* property in ************** **. 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 that the guest had previously filed a BBB Case # ******** related to the same complaint in which she was advised to work with the property directly.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********@*******.com

  *******
  Liaison, Customer Care
  
  
  ******* Hotels & Resorts, Inc.
  Office: ************