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:01/11/2024

  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.

  A Wyndham customer care concern was generated #********* although the hotel refuses to abide by Wyndham modification allowance. The hotel claims to have their own modification standards for refusing to refund my money request for one night versus two.

  Business Response

  Date: 01/23/2024

  *** ***** was informed that he will not be refunded for leaving early as his reason did not fall under Wyndham Special Circumstances cancellation/Modification. As *** ***** was aware that he will not be refunded due to him not falling under the Special Circumstances policy, he was offered 6000 Wyndham Points as a courtesy for his the inconvenience which *** ***** accepted.  As it stands there will be no refund from the hotel as *** ***** accepted the Wyndham Points.

  Customer Answer

  Date: 01/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  Wyndham Customer Care contacted the hotel on many instances for a modification of the reservation.  These attempts prove that there was ample reasons to make the modification and allow my early one night check out.  This is a normal practice under the Wyndham Rewards modification guidelines that I have utilized in past reservations with Wynham properties.  For verification of this factual inquiry, please contact Wyndham customer care case #********* *** *** **** and read the notes about this concern.  The voicemail options provide this statement upon a member calling the customer care department  "if a member would like to change, cancel, or modify an existing reservation, please stay on the line."  My modification request is a normal procedure as members sometimes have personal issues that require modifications of their reservations.

  True, I accepted my 6,000 points because that was the points that were used to guarantee the stay.  3,000 points was my goal, however, customer care added the additional 3,000 points because my modification request was a valid benefit under Wyndham modification policies.

  My request for return of a one night stay reimbursement in monetary funding still stands as ongoing, unless the BBB or Wyndham decides that the points reimbursement is enough to satisfy my complaint.

  $82.50 is the amount requested minus the tax. 

  Another fact is that $150 was also taken at the beginning of this stay in a security deposit, that was returned, although my attachments do not show this amount as being deducted by the hotel.  Why was this security deposit not visible in the receipt that was issued for my records?

  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 02/06/2024

  As per Wyndham Policy and Guidelines *** ***** doesn't fall under the special circumstances cancellation which is why his claims was denied every time.  Based on the cancellation policy *** ***** had 48hrs before checking into the reservation to cancel or make any modifications. When *** ***** contacted Customer Care he was informed that as he is outside of the cancellation/modification window and he isn't covered by the policy any refund is at the hotels discression  . *** ***** also mention not seeing the $150 deposit on his final bill and he was informed that it is a hold and not a charge so once it is released it no longer show up on his account. The Wyndham Rewards Points that was offered to *** ***** was on behalf of the property which *** ***** accepted 

   

  Customer Answer

  Date: 02/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  The Wyndham customer care team frantically called the property on numerous occasions for reasoning with this property, as to why I was provided with a complaint ticket #*********  The hotel's statement about being informed by the customer care department about being outside the modification policy is a falsehood.

  My $150 was still in the possession of the hotel at the time of receiving the receipt, so why this is not shown on the invoice is still a mystery.  My solution will be to avoid any more contact with this establishment, as frankly, my money has been stolen.  I checked out of this establishment after a one-night stay; however, I was charged for two nights.

  Theft is prevalent. 

  The authorities from the BBB have already been informed about the practices of this hotel, as to protect the innocent clients that have personal issues (out of state guests) for a reasonable modification, which will not be honored at this facility.

  This is a bad business practice and must be addressed by a superior authority, possibly the NJ court systems.
  
  
  
  
  Unlawful Business Approach,
  
  
  
  ******* *****