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:05/18/2025

  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.

  On May 9th we got to days inn and suites after driving 8 hours, after checking in, we asked the front desk where the hot tub was at, he said we have whirlpool tubs in but not a hot tub. After spending hour arguing with him, we left we there was no HOT TUB..on website it said hot tub. They false advertised hot tub. They charged me ****** to hold room and other *****, all Im asking for is my money back due to false advertising.. I want picture of this hot tub. After looking at the reviews looks like they do this a lot

  Business Response

  Date: 05/19/2025

  This guest had 2 rooms with the property. Which is why there are 2 separate charges for this guest. Neither of the rooms that were booked were for the jacuzzi suite. Both of the rooms were pet-friendly rooms. We accommodated the guest as requested from the 3rd party reservation. One of the reservations was prepaid and the other one was a property collect reservation. I have attached a screenshot of the reservations and with the room type showing.

  Business Response

  Date: 05/19/2025

  BBB Case #: 23346529
  Hotel Site #: 20310
  Customer Care Case #: ********

  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ****** at the Days Inn 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 May 22nd. 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, ********************************************** & *************

  Customer Answer

  Date: 05/19/2025

  It shows hot tub not a bath tub jacuzzii in personal rooms.  I just want my money back.. we stayed somewhere else.

  Customer Answer

  Date: 05/24/2025

  I have not got any email from days inn.  We did not stay due to false advertising of hot tub on site.  All we want is our money all refunded.  I also have invoices from different hotel where we stayed that night. My husband and I both have bad backs and all we wanted was to be hot tub after the 7 hour drive.

  Business Response

  Date: 05/29/2025

  This guest used a 3rd party booking site that was unknown to the property prior to this reservation. We do not control that website in any way nor do we have access to alter any of the content on this site. The guest checked into the property in 2 rooms. There was no communication with staff to inform us of any displeasure or in regards to a check out. The system shows this reservation was completed as scheduled. 

  Business Response

  Date: 05/30/2025

  
  
  BBB Case #: 23346529
  Hotel Site #: 20310
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ****** at the Days Inn 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, we feel the best resolution will be achieved by direct communication between the property management and the guest. The property is working with the guest.  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 **************************************************************.
  
  *******
  Liaison, ********************************************** & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 06/02/2025

  Complaint: 23346529
  
  I have reviewed the business' response and am rejecting it because:

  My husband went into office and told them about "HOT TUB" FEW DIFFERENT times.  I(*****) went into 3 times, once was by myself,2nd time was with **** and last time was asking for different key card because THE KEY CARD DIDNT WORK, finally got into room and got our stuff and  we left and went to sleep inn where they was holding rooms for us.  My friend **** got the rooms while I was trying to get my money back due to NO"HOT TUB". Yes the front desk knew all about this issue, I did notice they have camera's.  Someone needs to pull footage showing we went in there several times.  I have attached receipts from sleep in, **** ***** wrote a statement as well.  Also attached prove that their website has "hot tub" listed, which is false advertising.  After looking at all the reviews they don't want to give refunds.  This is not good practice of a "business" and take advantage of us and other people.
  
  
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 06/02/2025

  here is more info about Days Inn.

   

  Thanks *****

  Customer Answer

  Date: 06/06/2025

  I have not heard back from the company.  

  Business Response

  Date: 06/09/2025

  The property has addressed this guests concerns across multiple platforms, including the most recent complaint filed with the ************************. On several occasions, we have been informed that the matter had been resolved.

  This reservation will not be refunded, as there was no communication with the property regarding an early check-out. The reason given by the guest was the lack of a hot tuban amenity the property has never offered.

  Unfortunately, the guest booked through a third-party website, *************, a platform we were previously unaware was listing our hotel. We did not provide ************* with any information about our property or its amenities, nor do we have an extranet login or account to manage or verify content on their site. However, we were able to contact them directly by phone and successfully have the inaccurate information removed from their listing.

  
  

  Customer Answer

  Date: 06/10/2025

  Complaint: 23346529
  
  I have reviewed the business' response and am rejecting it because:
  The hotel told Bringfido in the email I have attached about the listing not being correct as they are having difficulties updating the listing with their partner on the hotel's end.  Myself went into office and requested refund twice and had to get new key card because the one he gave us didn't work and told him at that time we was leaving. My husband also went into office and requested refund. So yes they was told we was leaving and they admitted the listing was not correct.
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/11/2025

  This guests reservation was booked as a non-cancellable and non-refundable per *************'s terms and conditions. I am attaching a screenshot of their site which shows these are non refundable reservations. This is a current look at the listing for our property. Those are *************'s terms and conditions, which the guest agreed to by booking.

  Customer Answer

  Date: 06/16/2025

  Complaint: 23346529
  
  I have reviewed the business' response and am rejecting it because:
  

   

  I have talked to Bringfido and the terms and conditions is not their police, its  Days and Suites . ********* also said they get the information from the hotel about their website. Its false advertisement when we booked the rooms because it listed hot tub which there is not on site, they have jacuzzi tubs in rooms.  If the website was correct, we would have booked it at Days Inn and Suites.  I am glad the website got updated.  All im asking for is my money back.
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/17/2024

  Type:Billing 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.

  Saturday night, April 13, we made a reservation for him for a room. We get there and the rep at the front desk said they denied him a room because it was their policy that they don&#**;t rent a room to anyone that lives within 60 miles of their business. It is posted in their hotel but we booked the room online. They charged him for the room anyway. We went online to see why he was charged since the room was denied. They refused to refund because of their booking policy. My son was denied a room at the hotel when we went to check in. I would like to get a refund.

  Business Response

  Date: 04/17/2024

  BBB Case #: 
  Hotel Site #: 20310
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by *************************** at the Days Inn 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 April 20, 2024. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  *******
  Liaison, ********************************************** & ******** ****

  Business Response

  Date: 04/17/2024

  We don't retain charges for any locals that book with us. The guest booked through a 3rd party website. The guest would have to contact Expedia for a refund. 

  Customer Answer

  Date: 04/18/2024

  I have conflicting statements from the hotel, screenshot of the policy on no local will be allowed to check in no where is there any indication they will charge for room. And also refund given on deposit is promised. He was not allowed to check in, there is nothing stating he is going to be charged. This is just theft.

  Customer Answer

  Date: 04/18/2024

  Complaint: 21587918
  
  I am rejecting this response because: I have conflicting statements from the hotel, screenshot of the policy on no local will be allowed to check in no where is there any indication they will charge for room. And also refund given on deposit is promised. He was not allowed to check in, there is nothing stating he is going to be charged. This is just theft.
  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/18/2024

  The property has refunded for this reservation. The guest needs to reach out to the third like I stated yesterday via telephone communication with the BBB agent I spoke with. The third party has never made contact with the property.

  Business Response

  Date: 04/18/2024

  I released the guest folio to Wyndham.  I have refunded everything.  Also, I contacted Expedia and confirmed that I refunded them.  The third party sends over a prepaid card and they collect the money from the guest.  The guest needs to contact the third party - Expedia.com and Hotels.com falls under them.  The agent from Expedia.com was ***** and I contacted them at 9:05 am this morning, April 18, 2024.  There is nothing else I can do with regard to this.  

• Initial Complaint

  Date:12/06/2023

  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.

  11/11/23 I was looking at some properties near Springfield MO as I am planning to move. Since my own house is on the market I had my dogs with me in case my house needed to be shown while I was gone. We decided to stay overnight and look at more properties the following day so I searched for a pet friendly hotel. The Day's Inn at 3114 N Kentwood Ave. in Springfield MO was advertised as a pet friendly hotel. I booked 2 rooms which were paid for at the time of booking. I arrived at the hotel about an hour later and was told they did not have any pet friendly rooms. I cancelled the booking and expected a refund so I could find other lodging. The clerk refused to cancel the booking and I have been notified by Priceline that the Day's Inn is refusing to refund $147.80. My debit card had been cancelled by my bank the night before after identifying fraudulent use on my card and since the 11th was Veteran's day I could not get a new card before traveling to look at the properties. I wrote a check and deposited it into my son's account and we were using his debit card but there was not a lot of money in there, so not being refunded left me without access to funds for a different room. They refused to cancel the reservation an hour after it was made and stole the money paid for the room when they had advertised a pet friendly facility and could not or would not provide a pet friendly room. Since I was able to book the two rooms I have no reason to believe the hotel would not have been able to use the rooms for other guests. I never checked in or picked up a key so I did not even go into the rooms which were smoking rooms but pets were not allowed in them. I was not upset about them not having rooms for my pets until they refused to cancel the booking and refund my money. I will provide a copy of the add for Day's Inn Springfield stating that they are pet friendly. My son has cell phone video of clerk refusing to cancel booking.

  Business Response

  Date: 12/07/2023

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****** ******* at the Days Inn property in Springfield, MO.
  
  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 December 9, 2023. As a company, we’re committed to delivering a great experience with every stay with us.
  
  Thank you 
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Business Response

  Date: 12/07/2023

  I looked at the guest's account on our end.  The guest informed the property manager that she could not make it.  Because of the same day cancellation, she would still be responsible for a no show fee.  We had not heard anything about her pets.  She had 2 different room reservations and incurred the fees for this for a no show.  

  Business Response

  Date: 12/07/2023

  SCREEN SHOT OF OUR COMPUTER SYSTEM. ****** ******* CONTACTED THE PROPERTY TO INFORM US SHE WAS NOT GOING TO ARRIVE.

  Customer Answer

  Date: 12/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I did show up at the hotel, I asked the clerk if there were additional charges for the pets and was told that they had no pet friendly rooms.  I told the clerk to cancel the booking, I had 2 dogs with me and I needed to have at least one room where the dogs would be able to stay.  The clerk refused to cancel the reservation and I did not check in.  The statement that I "could not make it" is an outright lie and after leaving the hotel my son called Priceline at the number the clerk gave to me to see if we could get the charges refunded because we needed the refund to get a different hotel room.  Priceline advised they could not refund the money as it went to the hotel and we would have to wait for a manager response.  I went back to the hotel to make sure the booking had been cancelled so I was actually there TWICE.  The booking had not been cancelled and my son got pretty upset about that because we were going to be sleeping in our car with 2 dogs.  The second time I went in to see if the booking was cancelled the clerk said she was not able to cancel the booking, not allowed by her manager.  If they care to dish out more lies about the situation my son has all of the second visit to the hotel on cell phone video.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 12/08/2023

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

  Hello,

  
  I hope
  this finds you well.

  Day
  Inn by Wyndham located in Springfield, MO, 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.
  As
  a gesture of goodwill and an apology for your experience, we would like to
  offer 15,000 Wyndham Reward points - enough for one complimentary night stay at
  any of our tier 2 properties.  If you
  have yet to enroll in Wyndham Rewards, you can do so here:

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

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

  If
  the desired resolution is that of a monetary one, you will have to work with
  that property directly to obtain that.

  Kind
  regards,

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

  Customer Answer

  Date: 12/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  It is very clear that the hotel's add was misleading.  Obviously, I would not have booked the room if I had not believed the room was pet friendly.  I don't want to stay in any of your hotels.  If you endorse misleading consumers to get bookings and then refuse to return someone's money when what was presented in the add is  not available,  I don't want anything to do with a business that will take advantage of someone like that.  I work hard for my money and make an honest living.   I don't deceive people for financial gain and will not support anyone who does.  If the corporate office won't hold franchise owners to a standard of not stealing money from people then there is something very wrong with the whole company. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/06/2022

  Type:Billing 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.

  I booked a room for the Days Inn in *********** Pa. , only to find out when I went to check in that the room was booked for a stay in *********** MO. I live in Pennsylvania not in Mo. when I went to check in on the 31 of August I was informed that my stay was for a night in Mo. not in Pa. I tried to have the stay changed to the proper hotel and explained to the guy on the phone that I was unaware that it was booked for MO. He was rude and nasty and told me that my card was going to be charged even though he knew I was in another state. My card was charged for a stay I could not use because it was in another state and the guy wouldn’t fix it for me and I was homeless at the time. I would like my money back ASAP!

  Business Response

  Date: 09/07/2022

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ****** ****** at the Days Inn by Wyndham property in ***********, MO. 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 September 12th. 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 ********************* and I will personally help address the guest's needs.

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