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:10/13/2024

  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.

  Dear BBB,
  
  Last night (Oct 12-13, 2024), I stayed with my parents at Microtel in Niagara Falls, NY, a Wyndham company. We paid 273.94 USD (371.94 CAD) for the room (see image attached) for the three of us. We chose this hotel due to positive experiences at other Microtels and Wyndham hotels in the past.
  
  Unfortunately, the room was not up to standard. The Wi-Fi in our room was not working, and after telling the front desk, they reset the modem which did not work. The Wi-Fi began to work on a very spotty/slow basis, and only the 2.4G network. Therefore, we had to go to the lobby or hallway to get WiFi for the duration of our stay. Furthermore, the next morning, the hot water in our tub was not working. We had to leave the water running for about 5 minutes and turn the tap in the opposite direction and at almost completely 180 degrees to get tepid, semi-usable water (see attached picture), but any colder and we would have gotten sick. The door to the washroom also had a loose screw (see picture). We did notify the front desk in the morning that the WiFi was still faulty, as was the hot water, but we had to check out and leave. I hope that the next person to visit the room has a more pleasant stay than we did.
  
  Furthermore, some of the few things we care about when renting a room are free WiFi so my parents can relax and I can get a little work done, and water for a hot and relaxing shower, and we did not get either of those things at this hotel despite that this hotel was advertised as having free WiFi throughout, and water is just a basic expectation.
  
  Due to these reasons, I am requesting a refund from the business for the 273.94 USD.
  
  I wish this business all the best in their future, and most importantly, I hope these issues can be resolved for future guests.
  
  Warm regards, ****** ******

  Business Response

  Date: 10/15/2024

  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 property in Niagara Falls, 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 October 18, 2024. As a company, we’re 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 [email protected] and I will personally help address the guest's needs.

  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The business replied (email attached) by denying the serious issues that I brought forward. While I can acknowledge my loose screw in the doorknob error, it was not by any means the main part of my complaint. I can state with 100% certainty that the WiFi and the hot water, at least in my room, were substandard, and to not even acknowledge my experience as real is extremely invalidating, let alone not offering any compensation to me regarding the matter. Even no response is better than such a response. This was a complete non-apology and a disacknowledgement of my real and valid concerns.

  After this response, I will definitely think twice about staying at what I once thought was a reputable hotel chain that took customer service seriously. I thought bringing these issues forward to the hotel was being helpful on my part and I thought I would be taken seriously. Had I known I would be invalidated, not only would I have never contacted BBB or even told the front desk of my issues while I was there, but I would never have booked the hotel to begin with. I am extremely disappointed with this response. 

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

  
  

  Business Response

  Date: 10/23/2024

  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 property in Niagara Falls, NY. 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.

  Once again, we apologize for any inconvenience
  this may have caused.

  Please note our email address has changed. If
  your offices require more information on this matter, please contact me
  directly at *********************

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

• Initial Complaint

  Date:11/20/2023

  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.

  The hotel double charged me and is refusing to pay me back. Also wouldn’t let me run my credit card as credit and stated it has to be debit then refunded my 200$ hold by credit so I have to wait for it to post. The main issue, they double charged me for the room, then the 200 hold taxes etc. I need to be reimbursed. I spoke with them on the phone and they refused even when I stated I was going to file a bbb complaint, attorney general complain and blow it up on social media.

  Business Response

  Date: 11/20/2023

  *** **** ** ******** Dear Contact: Thank you for notifying our office of the concern filed by {GUEST}. 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. Marsha  Liaison, Customer Care Wyndham Hotels & Resorts. Inc.