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:04/11/2024

  Type:Service or Repair 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 parking space with free shuttle to ******************** through Way ($104.95). The spot was booked for March 13, 2024- March 20, 2024. When we returned from our trip on the 20th, we waited at the shuttle pick-up area. We confirmed with signs at the airport, other shuttle drivers from other hotels, and eventually back at La Quinta that we were in the correct pick up area. We waited for 2 hours and the shuttle to pick us up to bring us back to the hotel never came. We tried to call La Quinta but the phone was disconnected. We then called the Hyatt Place because they share a shuttle. Both times we spoke with someone at the Hyatt Place, they stated the shuttle would be by "soon." They stated that the shuttle picks people up at the airport every ************************************************************** our waiting. Again, we never saw the shuttle even though that was part of what we paid for. And it was cold, we have two small children and all signs at the airport say we must wait outside for the shuttle. We eventually had to pay $20 to take a taxi back to the hotel to retrieve our vehicle. Once at the hotel, we spoke with the person working (and again confirmed we were in the right pick up area at the airport). The person working the counter stated we would have to speak with a manager. He gave us a number to call and the name *****. When we were at the hotel, we saw the shuttle and asked the driver why he never came to the pick up area. He shrugged his shoulders and told us to complain to the manager at the hotel. Since this incident, I have called the hotel multiple times and left a few messages for the manager. I was finally told they had a new manager (*****). ***** did call back once and left a message on my phone. I called back an hour after he called and he was not in. I left a message for him to call me back and still have not heard anything back. I have tried to email as well with no response.

  Business Response

  Date: 04/11/2024

  BBB Case #: 21557999
  Hotel Site #: 17546
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by *********************** at the La Quinta 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 15, 2024.  As a company, were committed to delivering a great experience with every stay with us.
  
  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
  ********************************************* & ********************, Inc.
  Office: ************

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair 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.

  Worst hotel experience ever.Super 8 by Wyndham **** University Area Itinerary number: ************** Hotel was disgusting. Fixtures were rusted causing asthma and breathing issues, internet did not work, when I laid in the bed it nearly fell to the ground. I was switched rooms and it had the same issue. Unfortunately, unless I am refunded, I will have to do a chargeback, file a complaint with hotels.com, and city code compliance.Thank you

  Business Response

  Date: 03/25/2024

  
  BBB Case #: 21480818
  Hotel Site #: 08230
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by *************************** at the Super 8 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 March 28, 2024. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, ****

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  So I booked 2 rooms for 2 nights and e we found roaches and mold and insects in the rooms and even in the coffee machines and i have pictures and i tried to go see a manger and no one was there and i waited for so long then i left the front office. so I need a refund for my money because it was the worst hotel ever

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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 called Wyndham on November 19, 2023 to purchase points (1000 pts) so i could book a room. The representative who assisted me told me that my points would be available immediately. I called several times that day and numerous times since then. I have been hung up on repeatedly and told to contact the third party points provider points.com. The number they gave me was an automated recording that informed callers to speak with Wyndham customer care for issues. Wyndham keeps referring me to the points.com number. I finally got an agent who informed me that there was no record of me purchasing through customer care. I was told that i purchased points online and there was nothing they could do. I have confirmation number from the email as well as my bank statement showing money was taken.

  Business Response

  Date: 12/19/2023

  Hello, 

  Thank you for reaching out. 

  I am sorry for the frustration this has caused you. I reached out to the vendor to have them check on the order. 

  I regret to advise that the order failed as the Name on the Wyndham Rewards account and the name on the Credit Card used did not match.  Where the transaction was not processed the 13.00 hold on the card will be released by the credit card company in 7-10 business days. 

  They points.com team has a fraud check that will not allow credit card in someone else's name to Buy points on another account.  The Wyndham Rewards Member that matches the credit card would need to use the gifting option for the points to be posted to someone else's account.

  If you still have concerns, please reach out to Wyndham Reward Member Services at ***************

  Amy 

   

   

   

  Customer Answer

  Date: 12/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  i never received a refund of $13.00
  
  
  
  
  
  Regards,
  
  
  ******** *********

  Business Response

  Date: 01/02/2024

  Hello, 

  Thank you for reaching back out.  

  The vendor (points.com) has confirmed that there were no charges processed to your account.  If you credit card company is still holding a pending charge you will need to contact them to see when the hold will be released. 

  Amy 

  Wyndham Rewards

   

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair 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 checked in the TRAVELODGE WYNDHAM HOTEL,***************************************************************************, Room 311, October 31- November 2,2023 , I was charged $225.18, Room total on the website is ,$125.18 , plus, $100.00 security deposit. Reservation is,90114EE019258H, gold membership is , 217372518H . And can check out late . I had booked again for, November 2 - 3 , but the chip on my MasterCard wouldn't work. So I went upstairs and packed my one tote bag , and gave the manager the key to the room , and let her know that I will be in the laundry room washing clothes. I even bought , MasterCard gift cards to use , my MasterCard wouldn't work in the laundry room machines either. It was ordered from Amazon. Then I noticed on my MasterCard statement that I was charged twice, $70.56, $59.51 , So I went back to the office and let them know, I had to pay $3.75 @ for two Amazon packages. But I didn't know the other one had came the same time , and two different people signed for it . 11313918759245040,11314690238621853,1134748553249833,11303512277681051 . Those are the order numbers for Amazon orders .

  Business Response

  Date: 11/26/2023

  BBB Case #: 20851653
  Hotel Site #: 06585
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Travelodge 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, 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.
  
  
  Thank you,
  
  
  *******
  
  Liaison, Customer Care
  ********************************************** & ******** ****

• Initial Complaint

  Date:08/25/2023

  Type:Product 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.

  On 24 June I made a reservation for two nights at the Wyndam Skyline hotel in *************, ** through Booking.com. The reservation was for 21 September. I was immediately charged $247.96 by ******. On 16 July I canceled the reservation. I was supposed to get my refund within 5 business days. As of today, the refund has not arrived and I was never told that it would not come. The booking was made through Booking.com, so Wyndham is blaming Booking for the lack of a refund; however, the money was taken by ******. They Wyndham customer service told me to call Booking.com because they (Wyndham) needed to be notified by booking.com. Booking.com says the hotel has everything they need. I am not sure where the responsibility lies, but neither company is doing anything to refund my money. Surely someone can pick up a phone and fix this.

  Business Response

  Date: 08/30/2023

  
  
  BBB Case #: 20523220
  Hotel Site #: {SITEID}
  Customer Care Case #: {CASENUMBER}

  
  Dear Contact:
  Thank you for reaching out to the Offices of Wyndham Hotels & **********************
   
  After reading your email we have determined this is a Wyndham Vacation Ownership concern.
   
  Wyndham Vacation Ownership and Wyndham Hotels & Resorts are two different entities. They can be reached directly by contacting ************** or via their website at www.myclubwyndham.com
  
  Kind regards,
   
  
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.

  
  

  Customer Answer

  Date: 09/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/23/2023

  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.

  I attempted to book the Travelodge in ********, ** for the night of 6/22-6/23. I booked it a total of 5 times because the hotel apparently kept cancelling the reservation for no valid reason. The first 3 times they cancelled it, the points were refunded to my account. The last 2 times they cancelled it, the points were NOT refunded to my account and this ********************** has now STOLEN ****** points from me.To make matters worse, I wasted an hour of my time on the phone with Wyndham Rewards with no resolution at all. The agent hardly spoke English and wound up hanging up on me after I requested a supervisor since she was of no help. Because of the lack of customer service doing anything to help this situation, my child and I were stuck sleeping in the car for the night since we had nowhere to stay.1. I want my ****** points that the hotel STOLE refunded to me immediately. Please be sure to take the ****** points back from this property as they certainly do not deserve any compensation for cancelling my reservation 5 times. Maybe it's some sort of scam they're running to cancel reservations and still keep the points and/or deposits of the potential guests.2. I want additional compensation for having my reservation cancelled 5 TIMES with NO explanation why and wasting an hour on the phone with Wyndham Rewards which was no help at all.3. I want an answer as to WHY my reservation was cancelled 5 times. There were plenty of rooms showing available on the website so there was no excuse. The only thing I can think of is the hotel discriminating against me based on my name or the hotel refusing to accept rooms booked with Wyndham Rewards points. Either way, it's not acceptable.4. I want the owner of this hotel to lose his Travelodge license for what he did to me and my child for no reason. I've never been treated with such disrespect in my entire life!

  Business Response

  Date: 06/27/2023

  BBB Case #: 20229504
  Hotel Site #: 14325
  ************* Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ************************* at the Travelodge by Wyndham property in ********, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* has confirmed that ***************************** Reward points were returned to guest's Wyndham Rewards member account, and ********************** ************* issue additional points as a one-time gesture of goodwill. 

  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.

  Thank you,

  *******
  Liaison, *************
  
  ********************************************** & Resorts, Inc.
  

  Customer Answer

  Date: 06/27/2023

  
  Complaint: 20229504
  
  I am rejecting this response because:

  I do accept the return of ********* that were stolen by the hotel and appreciate the extra points.

  However, I want to know what is being done about this hotel cancelling my reservation 6 times for NO REASON.  There were plenty of rooms available for booking on the website so it's certainly not due to not having rooms available.  It's either discrimination or this hotel not wanting to accept reward night bookings.  Either way, it's not acceptable and this hotel should lose their Travelodge affiliation for this inhumane treatment of a long-time Wyndham Rewards member.  If you look at this hotel's reviews on various websites, you will see this is a frequent occurrence with them and should not be permitted.  The hotel owner needs to suffer the consequences for his actions.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  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.

  On January 3, 2023 I booked a one night stay directly on the wyndhamhotels.com website at the Travelodge by Wyndham ******* East. I received a confirmation email confirming my date of stay, January 11, 2023 to January 12, 2023 with confirmation number 84753EE003178. The total for the stay was $148.57 CAD.On January 9, 2023 I received an unprompted confirmation email form <*******************************************************************> stating "****, Your Stay Is 2 Days Away! We look forward to seeing you soon."I showed up for the confirmed reservation that Wyndham had sent me a confirmation email for THE *** BEFORE my check in, only to be advised upon arrival that the entire hotel was temporarily closed. I was then stranded in a suburb of *******, at 1AM in the morning, with no assistance because customer service was closed, with a very important immigration meeting at 8am the next morning. To say this was traumatic is an understatement. The number one job for this hotel and Wyndham is to provide the reservation I have contracted for as a guest.After speaking with Wyndham customer service on the phone, they told me that there was largely nothing they can do because "this is the hotel's responsibility". On January 30, 2023 I sent a subsequent email to the hotel and Wyndham stating:"As discussed with **************** last week, as neither ********************** nor the franchisee at *********************** are willing to take accountability for their failure to ensure the accuracy of their distribution and reservation system, and general oversight of franchise operations, I have no choice but to file a claim in court naming both Wyndham ********************************* ******, **** and ******* ******* **** to recover this CAD264.31. That Wyndham would rather deal with a guest in litigation as opposed to taking accountability for their obvious failures is dissappointing, and actually embarrassing to the hotel industry.I obviously also feel an obligation to inform consumers about the circumstances of this incident on the appropriate public consumer forums.Ill give the parties involved here until end of day Friday to reconsider how they wish to handle this, and simply do the right thing."Finally, on February 8, 2023 I received an email from **************************, Operations Supervisor at *********************** stating:"As per the management decision, Wyndham has already offered you ****** reward points which is equal to a complimentary night. Additionally, as a final offer, we may provide you with a $50.00 amount which we will send to you by cheque. Requesting you to send us your mailing address so that we may process your offered payment."This is not acceptable. I require reimbursement of CAD$264.31 being the subsequent last minute booking I had to make at another hotel, and further emergency travel costs incurred.

  Business Response

  Date: 02/27/2023

  
  
  BBB Case #: 19443439
  Hotel Site #: 09667
  ************* Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Travelodge by Wyndham 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 March 2, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Kind regards,
  
  *******
  
  Liaison, *************

  Customer Answer

  Date: 03/09/2023

  
  Complaint: 19443439
  
  I am rejecting this response because: I have not been contacted by March 2, 2023.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 03/17/2023

  BBB Case #: 19443439
  Hotel Site #: 09667
  ************* Case #: ********
  
  Dear Contact:

  Thank you for notifying our office of the concern filed by ************************* at the Travelodge by Wyndham property in *******, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property management team has informed us here in Wyndham ************* that a reimbursement in the amount of $175.00 will be issued to the guest.
  
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.

  *******
  Liaison, *************
  
  
  ********************************************** & Resorts, Inc.

• Initial Complaint

  Date:12/27/2022

  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.

  One of Wyndams hotels canceled one of my stays because my significant other who I made the reservation for was not on my credit card. They canceled it and told me I could book through 3rd party which does not allow a customer to collect their points. After dealing with management and then having to book third party they still ran the credit card anyways for pet fee and incidentals anyways. Tried dealing with customer service over this and they just kept hanging up and I had to call them after weeks had gone by with nothing. Nothing has been resolved and the customer service claimed they were closing my complaint number and would not allow me to talk to anyone of higher authority in their company.

  Business Response

  Date: 12/28/2022

  BBB Case #: 18647139
  Hotel Site #: ??
  Customer Care Case #: ???
  
  Dear Contact:

  Thank you for notifying our office of the concern filed by *********************. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.
  

  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:

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

  Customer Answer

  Date: 12/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and here is the requested information: Wyndham ************* Case No. ******** - *********************, Dec 13th -December 14th. ************** **
  3100 ******************************************, *******, ** 86401
  

  Customer Answer

  Date: 01/04/2023

  
  Complaint: 18647139
  
  I am rejecting this response because:

  
  This case is still unresolved. I have reviewed the response made by the business in reference to complaint ID ********, and here is the requested information: Wyndham ************* Case No. 05347818 - *********************, Dec 13th -December 14th. ************** **
  3100 ***************************************************************************** 86401.
  
  
  Regards,
  
  *********************

  Business Response

  Date: 01/05/2023

  BBB Case #: 18647139
  Hotel Site #: 13054
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ********************* at the Ramada by Wyndham property in *******, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The guests ***** Wyndham Reward points have been returned to the members Wyndham Rewards account.
  
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.

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

• Initial Complaint

  Date:09/15/2022

  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.

  I listened to a vacation stay on Sept 4 2022 I never received my 500 points that day.I called on Sept 6 2022 and reported it to Wyndam I also sent a message on their page website in the customer concern section cuz that was what I was told to do I was told since then it would take 5 days to receIve points I called on the9th and I was told to check my email so I can add them myself and if I didnt have them call back so they could send me the email so I can receive the ***************************************************************************** to send it to mypoints email and wait 48 hours they just put my points on today but Im owed **** points for a hotel stay because Out of all the rooms I got after Sept 4 through Wyndam I didnt get my one free room out of the rooms I bought since Sept 04 2022

  Business Response

  Date: 09/16/2022

  Hello ******, 

  Thank you for reaching out with your concerns.  I tempted to call you back this morning but there was no answer and your voicemail was fiull.

  I have reviewed your account and show that our ****** Services team added 500 points to your account on 9/13/22 where you had not received them from our partner.  I am unsure where the ***** points are that you are asking about.

  I confirmed the following stays have been posted:

  9/9/22-9/10/22 ***** points

  9/12/22-9/14/22 - **** points

  If you are still missing a stay please provide the brand of hotel, location and dates of the stay and I can review them. Please feel free to call me Directly at ************ Monday to Friday 7-3:30pm EST
  

  ********;