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:07/05/2024

  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.

  Found used syringe in my room last night. Called management to request room change or refund as I almost stepped on it and also had my cat staying with me and was worried for his safety. Management offered absolutely no help, other than to say it must have been my own needle. Would not allow me to speak to a district manager. Proceeded to tell me cats were not allowed either, despite me asking the employee when I checked in, checking their website, and also their priceline account. The room was already in disgusting shape but I figured it's a cheap stay for 1 night, I'll survive. But not with finding used needles on the floor. Employee who came during night took a picture, but the manager said "I saw the picture, if you want to call it that"

  Business Response

  Date: 07/08/2024

  BBB Case #: 21946553
  Hotel Site #: 17860
  ************* Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***************************** at the Baymont by Wyndham property in *********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers 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 propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, the property manager sent an apology email to the guest on July 6th; therefore, we feel the best resolution will be achieved by direct communication between the property management and the guest. It would be the property management team who would need to authorize refunds or monetary reimbursement as ******* ************* does not have the ability to issue such.

  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 at *********************

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

• Initial Complaint

  Date:10/28/2023

  Type:Sales and Advertising 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.

  Booked 2 rooms at baymont iinn and suites on October 14th the sheets had dried blood on them along with other stains. I requested clean sheets. When I put the 2nd set of sheets on myself they also had stains on them tv had no signal, safety lock was broken, building and rooms smelled like cigarette smoke when they were marked as non smoking rooms . There were dirty q-tips an earing and garbage found when making the bed. The hall carpeting was very dirty and full of stains.

  Business Response

  Date: 10/30/2023

  Hello *******, 
  
  First, please let me apologize for any ongoing dissatisfaction you feel arising from your stay with us. We pride ourselves on delivery a ***************** experience. I truly apologize for your experience while at Baymont by ******* property located in *********. Our goal is to have the property resolve this to your satisfaction and I am sorry that this has not been the case. We always expect all properties to meet and to provide Wyndham brand standards. 
  
  We would like to offer you ****** Wyndham Reward points as a goodwill gesture if you wish to accept them. The points being offered are equivalent to a complimentary night stay at any of our tier level two properties, worldwide. Any monetary compensation will have to be worked out between yourself and the property management team directly. Although I understand your disappoint and frustration, we do not have the ability to influence the property to issue a refund.
  
  Please know that your feedback is very important to us and we have informed our operations team who will reach out to the property ownership group to review the experiences you shared and use this as an example to better improve our service and product. If you have yet to enroll in Wyndham Rewards, you can do sohttps://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=
  
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  
  Again, we thank you for bringing this issue to our attention and apologize for any inconveniences this has caused.
  
  
  ******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20794354
  
  I am rejecting this response because: I won't be staying at Baymont by Wyndom because how nasty the motel was. I want a full refund.

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

  Business Response

  Date: 11/01/2023

  Hello *******, 
  
  First, please let me apologize for any ongoing dissatisfaction you feel arising from your stay with us. We pride ourselves on delivery a ***************** experience. I truly apologize for your experience while at Baymont by ******* property located in *********. Our goal is to have the property resolve this to your satisfaction and I am sorry that this has not been the case. We always expect all properties to meet and to provide Wyndham brand standards. 
  
  We would like to offer you ****** Wyndham Reward points as a goodwill gesture if you wish to accept them.

  The points being offered are equivalent to a complimentary night stay at any of our tier level two properties, worldwide.  You do not have to use the points at this property.  The ****** points equals a free night at any of our Tier 2 properties found in most locations across the world.   

  Any monetary compensation will have to be worked out between yourself and the property management team directly. Although I understand your disappoint and frustration, we do not have the ability to influence the property to issue a refund.
  
  Please know that your feedback is very important to us, and we have informed our operations team who will reach out to the property ownership group to review the experiences you shared and use this as an example to better improve our service and product. If you have yet to enroll in Wyndham Rewards, you can do sohttps://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=
  
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  
  Again, we thank you for bringing this issue to our attention and apologize for any inconveniences this has caused.
  
  
  Michele 
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  
  

  Customer Answer

  Date: 11/05/2023

   
  Complaint: 20794354
  
  I am rejecting this response because: I don't know what a tier 2 motel is. And this is not the first incident were I have had a Baymont property have a dirty room. The first time I complained to the motel staff they went into the room and removed the garbage from the room, but the tomato based  food was still crushed into the carpet. The second time I was getting ready to check out and when I found moldy strawberries at the foot of the bed along with a 6 inch spike and some other candy at the head of the bed. This was the third time I've had an unclean room. Why should I continue to use a Wyndham motel? The only thing the manager form the ********* Baymont has offered is 15% of the next visit. I do not plan on returning to the motel the offer was unsatisfactory. I have not heard from them in several weeks.

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

• Initial Complaint

  Date:12/13/2022

  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.

  Baymont Website show this facility to have a soft chair in the room, along with a soft desk chair also non-smoking. I came to town for business and the room did not have a soft chair, just one flimsy desk chair which hurt my back within 2 hours. I booked this place specifically for the chairs they advertise online. When I arrived to my room, the front desk told me to wait until morning and ask the management. I did ask the head housekeeper and front desk, both stated no chairs, could only give me another desk chair or wood chair from where they serve food, which I can not sit on. Front desk did refund my remaining days I had paid. The room did have weed smell coming through the door during the night and also the next day. I am drug tested for work. I fortunately was able to go to a different place and I smelled like smoke, I get sick to my stomach and was able to get showered off.

  Business Response

  Date: 12/14/2022

  BBB Case #: 18557522
  Hotel Site #: 17860
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by *************************** at the Baymont by ******* property in *********, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before December 16th. As a company, were 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 ********************* and I will personally help address the guest's needs.

  *******
  Liaison, *********************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair 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.

  I made a reservation for this hotel online. When we got to the actual site the room was nothing that it showed online. There was no blankets no working phone and the toilet wasn't attached to the floor and water was all over the floor. The towel rack was on the floor. Carpets was disgusting. There were p*** marks on the bed sheets. We left but now they are refusing to give me back my money. I just want my money back.

  Business Response

  Date: 08/23/2022

  BBB Case #: 17750718
  Hotel Site #: 17860
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ********************* at the Baymont by Wyndham property in *********, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before August 25th. As a company, were 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 ********************* and I will personally help address the guest's needs.
  

  *******
  Liaison, *********************************** & Resorts, Inc.
  Office: ************
  

  Customer Answer

  Date: 08/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************