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:04/23/2025

  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.

  On February 13th, 2025, I and a friend of mine stayed the at the Travelodge by Wyndham in Grants Pass, ******. I paid $65.83 for one night. I checked out sometime between 7:00 AM and 8:00 AM the morning of the 14th. On the 15th I received a phone call from Officer Braumbach who contacted me via my friend's phone. He informed me that General Manager ********* ****** was going to charge my card for my friend's actions. That same morning I received an email from ********* ******, which read,"You rented a room for 1 night for another party. You assume all legal responsibility by putting your card on that reservation. At 11:07 am Friday, I, the manager, informed **** in person that the room was only paid for 1 night and he had to check out. He left, the housekeepers cleaned the room, and it was assigned to a new guest. At some point **** snuck back in the room after cleaning and stayed until I found him there this morning and called the police. The police arrived and trespassed **** and advised I had to collect civilly from the responsible party, which is ******. We charged the $250- $65 for the room , the rest for extra cleaning and theft of services.********* ******".I was charged with "theft of services" because my friend stayed another night even though I had already checked out.checked out. ********* ****** gave him a one-time entry card and allowed him to stay another night and charged me for it. I have attempted to reach out to her multiple times, however, she continues to accuse me of yelling at her and walking away because she is too busy to talk to me. She charged me $250 for a room that I didn't pay for because I wasn't even there! It was an unauthorized transaction! I have reached out to ******* several times and they don't even know who she is or who owns the hotel. Apparently, Wyndham doesn't care enough about their name and reputation to collect basic information when hiring. Anyone who can pay a little money can run a ************** Very shady place.

  Business Response

  Date: 04/24/2025

  BBB Case #: 23242515
  Hotel Site #: 11056
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****** ***** at the Travelodge by Wyndham property in **********, OR. 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. At this time, customer care is unable to process refunds directly, as refund decisions and approvals are handled by the hotel management team. With that in mind, we would recommend the guest reaching back out to the property directly to discuss their concerns further. They are in the best position to review your experience and determine if any additional consideration can be made. 
  
  Again, we sincerely apologize for the inconvenience the guest experienced. We appreciate the feedback and hope that any future stays better reflect the level of service you expect and deserve.
  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
  
  Warm regards.
  
  *******
  Liaison, Customer Care
  **********************************

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23242515
  
  I am rejecting this response because a franchise reserves the right to terminate agreements with independent owner's for failing to honor the agreement. I am not suggesting that Wyndham should terminate the agreement over this one incident. However, they can take action and should know the names of these independent owner's. Going directly to that hotel has been a nightmare. Last time I went the General Manager, ********* ******, told me that it was my fault for making bad friends, accused me of yelling at her, changed her side of the story, told me that there is no one higher than he that I can speak to, told me that she was too busy to deal with this situation, and then after that conversation I went to my car and a kind-hearted Veteran came up to me and told me that I better leave because she was in the process of calling the cops to force me to leave. It is absolutely unreasonable to expect me to go back there and discuss the matter with someone who is that unreasonable. She charged my card well after I already checked out. As far as I'm concerned this was an illegal transaction. Restaurants don't store your card information to charge you again days later if someone in the office makes a mistake. If Wyndham doesn't step in and take responsibility for these actions, which were done by a manager who represents ******* and it's values, then I will no longer trust ******* to provide a safe, secure room for myself or my family and will certainly inform friends and family members who are considering Wyndham to reconsider. I am not a vindictive person and I am not a slanderer. However, if Wyndham cannot keep it's customers safe from criminal managers then who in their right mind would consider staying at such a place. I have spent so much time and money trying to get this situation resolved only to be instructed by Wyndham to go in circles. You are the franchise and the power to terminate the agreement is in your hands. I am at your mercy. Please do not turn a cold shoulder to me. And please inform the Travelodge by Wyndham in Grants Pass, ****** that they have failed to meet your expectations and unless they rectify this mistake that they will be terminated on account of misrepresenting Wyndham and it's values.

  I hope that all I have written will be taken into consideration and that I will not be ignored as I have been by Wyndham before. Travelodge by Wyndham in Grants Pass, OR is associated with Wyndham. I would hope that Wyndham wouldn't condone such horrendous behavior by allowing it to go unpunished.

  Thank you for your time and I hope that you have an awesome day!

  
  

  Business Response

  Date: 05/01/2025

  BBB Case #: 23242515
  Hotel Site #: 11056
  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. At this time, customer care is unable to process refunds directly, as refund decisions and approvals are handled by the hotel management team. With that in mind, we would recommend the guest reaching back out to the property directly to discuss their concerns further. They are in the best position to review your experience and determine if any additional consideration can be made.
  
  Again, we sincerely apologize for the inconvenience the guest experienced. We appreciate the feedback and hope that any future stays better reflect the level of service you expect and deserve.
  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
  
  Warm regards.

  *******

  Liaison, **************************************** & Resorts