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Business Profile

Hotels

Microtel Inn & Suites by Wyndham Liberty

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 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:02/20/2025

    Type:Billing Issues
    Status:
    Answered
    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 February 18th I made a hotel reservation at this location via a third-party booking agent. Upon arrival to the hotel at approx. 7:45pm I was denied entry into the building, despite having already prepaid for the reservation. The onsite staff refused to allow me into the building as I was not a “checked in guest”. I explained to the staff member that I was trying to get checked in for our reservation and that it was already prepaid for. The staff reported to me that because there was a power outage and no Wi-Fi, she could not check me into our hotel room and still refused to let me enter the hotel. The hotel reservation was prepaid for $77.53 on my personal credit card. This amount was paid to this business for a hotel stay/room. Since we were not allowed into the hotel and were not able to use/access the hotel room that we had paid for, a form request for a refund of charges was requested from the manager at the hotel on the morning of Feb. 19th. The manager is denying this request and reports that my claims are untrue. They are refusing to refund the charges for the hotel reservation that we were unable to use/access.


    Please see the attached emails regarding my conversation with the hotel manager.

    Business Response

    Date: 02/27/2025

    I HAVE ALSO ATTACHED THE CORRESPONDENCE BETWEEN THE GUEST AND MYSELF. YOU CAN SEE WHERE SHE CHANGES HER STORY AT FIRST SHE CLAIMS THE POWER WAS OUT THEN SHE CLAIMED THE POWER WAS ON. THE FACT REMAINS THE GUEST WAS NEVER TURNED AWAY SHE LEFT OF HER OWN FREE WILL AND ACCORDING TO OUR CANCELATION POLICY, NO REFUND WILL BE PROVIDED. FUTHERMORE I HAVE FILED HARRESSMENT AGAINST THIS GUEST BECAUSE OF THE SLANDER AND CONSTANT CALLING AND EMAILING. 

    Business Response

    Date: 03/05/2025

    I have attached the screenshot of Wyndham resolving this case and giving 75K points to the guest. We did nothing wrong. We had several people check in that day and *** **** is the only one who gave us an issue and continues to do so. She was not mistreated. We are sticking to the cancelation policy and no refund will be given.

    Customer Answer

    Date: 03/12/2025



    Complaint: ********



    I am rejecting this response because: the information provided by the business is incorrect. 

    I was not awarded 75,000 rewards points. I was only awarded 15,000 points and this amount is visible on the attachment provided by the business. If the attachment is reviewed, nowhere on it does it state I was awarded 75,000 rewards points, yet this is the amount that has been communicated twice by the business. As I have previously stated this complaint was not solely based on the lack of a refund, it was also to emphasize the business's lack of customer service and their failure to address concerns that were presented to them. 


    Sincerely,



    ****** ****

  • Initial Complaint

    Date:08/08/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Stay was 8/2-8/4/24. This was a horrible experience and even worse response from the hotel manager. First there was no water pressure to even take a shower or brush our teeth. We had to use bottled water to brush our teeth. We could no wait to get to worlds of fun to get in the water because we could not shower. We were told there was no sheets available for the pull out bed. There were not towels for the pool. There was a group there for baseball and we were constantly told to get them under control even though we had nothing to do with them. The doors were locked before the stated time of 11pm, the store was blocked off (again because of the baseball group not my child). We were told there was noise complaints on us even though my child and the others we were with were all asleep. It was the baseball group causing the issues not us. The response from the hotel manager was one of the most unprofessional things I have ever experienced. I would rather stay in my car than ever deal with this hotel again.

    Business Response

    Date: 08/13/2024

    This guest stayed at the same time we had a baseball group, it was my fault to confuse her as being part of said group. However, I have spoke with  my entire staff and this guest never once voiced a complaint after staying with us for 2 days. We feel this guest will say or do anything to get her money back. She has already filed a chargeback with ******** ******* and accused me personally of harassing her even though I was only responding to her email. I have attached a copy of her signed registration card. We do not provide refunds to guest who stay the entire stay and then when they leave they complain and demand their money back. We provide a service and we expect to get paid for the service.  

    Customer Answer

    Date: 08/13/2024



    Complaint: ********



    I am rejecting this response because:

    There was no other hotel to stay at in the town during that weekend. When staying at a hotel usually water is provided and a dribble of water is not sufficient and should be addressed by someone. You can see through reviews that this has been an on going issue. When asking for towels and sheets not once was our room or name asked. So how can the staff say they never spoke with me or not? We would had to sleep in our car if we left the hotel. Which at this point may have been a better option. The first time we were able to get washed off was at worlds of fun. Yes I did do a charge back because no water was provided!!! I will drop that if a refund is agreed upon. So many excuses were given as to why ( to many people are showering, all the hotels share the same water line). When talking with other people staying at the other hotels in the same parking lot, they didn’t have this issue and staff confirmed this at the other hotels. Never have I never been to a hotel that didn’t have any water pressure where you can’t even brush our teeth. You have sent nasty emails especially when you thought I was part of the trouble group even if I was those responses were not professional and totally uncalled for. I appreciate you finally acknowledging that I was not part of the group that caused all the issues. As we were a room that was being affected by their “ding ding ditching”. My biggest issue is paying for a place that was to provide water and was salve to shower for 2 days. Knowing there was no other place for anyone to go because if the large baseball tournament and the Morgan wallen concert in town. Maybe if was in my 20s I wouldn’t care about showering but spending 2 days in 90+ degree weather outside, a shower with water was expected when staying at a hotel. The staff needs to treat people better especially when they have nothing to do with a group that is causing issues.  

    Sincerely,



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

Microtel Inn & Suites by Wyndham Liberty is NOT a BBB Accredited Business.

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