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:11/15/2022

  Type:Customer Service 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.

  Today November 15th 2022 I was set to check out from the microtel at 11am. I went to the lobby at around 930 am to eat breakfast. As I was eating breakfast the manager came into my room took my keys and charged me 220 dollars for incidentals for my room which had some trash but was not very dirty. Then called me an animal and banned me from his property.

  Business Response

  Date: 11/17/2022

  BBB Case #: ******** Hotel Site #: ***** Customer Care Case #: ******** Dear Contact: Thank you for notifying our office of the concern filed by ****** ****** at the Microtel Inns and Suites by Wyndham property in Johnstown, NY. 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 November 18th. 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. Thank you, Melissa L******, Customer Care Wyndham Hotels & Resorts, Inc.Office: ************

• Initial Complaint

  Date:11/01/2022

  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.

  Stay reserved for 9/14/2022 for 2 rooms, 2 nights under Farges.
  One of the rooms had blood on sheets, guest called front desk. Responded that there was nobody available to change sheets and no other available rooms. The guest abandoned the room, and slept in the second room we'd paid for.
  At checkout the front desk accepted our cancellation for the 2nd night, both rooms. She reported that she would tell the manager about the reason (bloody sheets) and process a refund.
  We called for several days to confirm, and all we got was a circular answering system leading back to "0".
  We disputed with ******** *******, which had no details about Why we sought a refund. The hotel did not ask why we demanded a refund, and rejected the dispute.
  We stopped at the hotel 10/8 in hopes of talking directly with manager. He was accusatory, insulting, refused to give his name, kicked us out of the building, and told us he would not resolve the issue. He called us liars, brought his 2 staff people to the front, and asked them for details of the phone call about the sheets and the front desk response in the morning. They cowered and denied responsibility.
  Any resolution needs to be with a management level above the manager. His intransigence would have him fired on the spot from even the least customer-facing job imaginable.
  Audio file of our encounter with the manager is in MP4 format - not uploadable. 

  Business Response

  Date: 11/02/2022

  BBB Case #: 18342487
  Hotel Site #: ??
  Customer Care Case #: ???
  
  Dear Contact:

  Thank you for notifying our office of the concern filed by Amy Farges. 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
  -    Under what name was the reservation booked:
  -    Room number:

  If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.
  

  Melissa
  Liaison, Customer Care
  
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379
  

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  

  See response in attached doc.  We reserved the room for an employee, Karim Bell.  He had to leave that room and share with Thierry Farges, who reserved separately.  

  The complaint # with Wyndham is 05146089

  Several supporting docs were shared using email, with that complaint number.

  The hotel is Microtel, Johnstown, NY.

  The hotel front desk was not able to get someone in the room to change the sheets.  In the morning, at checkout, the front desk person said she would pass our request to refund the room, as well as the next night's reservation, to the manager.

  Several days of phone calls went to a circular auto response.

  Finally, when in Johnstown on business, Thierry and Amy stopped in to work it out in person.

  We were ordered off the property, called unsavory names, refused to divulge his identity, share contact info for a superior, and was twisting a sharp tool in his hands the entire time we spoke.  Threatening.  In the end the manager told us to get out, he wasn't going to do anything for us.

  
  
  Regards,
  
  
  
  Amy Farges