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:04/11/2025

  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.

  We had a reservation at Super 8 by Wyndham, NJ for check in on March 27th and checkout on March 29th 2025. We checked in at around 2 or 3 AM after a long drive and when the entered the room, it was absolutely terrible. The smell was horrendous, the room was extremely noisy and we could hear other room's toilets flushing. We went to the front desk within 10 minutes of inspecting the room to demand a refund however the front desk staff said they do not know how to process a refund and to come back the next morning when the manager is available.
  The manager then claimed we stayed the night and cannot refund the first night which is completely unfair. We demanded the refund within 10 minutes of entering the room but the front desk staff told us they do not know how to process one!

  Business Response

  Date: 04/11/2025

  
  
  BBB Case #: ********
  Hotel Site #: 10346
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ******* at the Super 8 property in NORTH BERGEN, NJ. 
  
  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. The property refunded the second night, please work with the property if looking for a full refund.  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 **********************
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ###-###-####

  Customer Answer

  Date: 04/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have tried reaching out to the property and they have not been helpful at all.

  Wyndham needs to step up and take responsibility for a property carrying their brand name.
  
  
  Regards,
  
  
  ***** *******

  Business Response

  Date: 04/15/2025

  BBB Case #: ********
  Hotel Site #: 10346
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ******* at the Super 8 property in NORTH BERGEN, NJ. 
  
  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. We do not have access to the properties billing information, refund would have to come from the property.  
  
  After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. The property refunded the second night, please work with the property if looking for a full refund.  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 **********************
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ###-###-####