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:09/03/2024

  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.

  I stayed at the ******* by Wyndham hotel for one night, Tuesday 27 Aug into Wed 28 Aug. I did not have a pre-existing reservation, so I made my reservation at the time I checked in which was around 11:30 pm. I was paying cash for this one-night stay which required a $100.00 deposit which I payed. I checked out of the hotel on the morning od 28 Aug between 4:15-4:30. The same employee that checked me in also checked me out, as my stay was only about five hours. Upon check out the employed went to the room I was staying, room 320, in order to inspect it for damage. When he returned, he stated that he would not give my $100 deposit back due to the smell of marijuana in the bathroom. I told him that I certainly did not smoke marijuana or anything else in the bathroom. However, he still refused to return my deposit. In my angered state I failed to ask for a receipt. I emailed the manager a few hours later asking for the receipt which he sent. The receipt shows only the cost of the room with no mention of the deposit. I continued to email the manager explaining the situation. He emailed me the same receipt a second time and then completely stopped replying to my emails.

  Business Response

  Date: 09/09/2024

  *********** by Wyndham
  ************************************
  
  Monday, September 9,2024
  
  BBB serving ************************;
  and *******************
  ********************;
  ********, ** 18508
  
  Re: Complaint ID ********:  ****** Franek 
  
  Dear, ******************* it relates to the guest in question, we would firstly like to express our regret that this situation had to be a part of their experience while staying at our facility, as we strive to offer all our guests the very best guest experience in tandem with our hotel services policy. In addition to offering our guest quality service to complement a great experience we have to uphold the facility policy requirements of our guests which exist to enhance the guest stay experience. 
  Thus, the hotel requires all guests to sign an agreement to certain terms and conditions to include no smoking in guest rooms or any part of the building. Upon checking in on Tuesday, August 27 at 12:19AM the guest would have signed to said agreement. Unfortunately, he failed to hold true to the signed agreement. Hence, the deposit of $100.00 that was made was not reimbursed. The front desk clerk who checked-in as well as checked-out the guest clearly informed Mr. ****** of the liability for smoking in the room. Before checking-out the guest the    clerk had checked the room and observed that the guest had smoked marijuana. The bathroom suction fan was left on by the guest and both the bedroom area and the bathroom had a lingering marijuana smell, which indicates that the guest may have smoked before leaving the room, hence, he was denied the refund at the desk when check-in-out.
  After leaving the premises the guest opted to request his receipt and the deposit via email, however, the manager declined the deposit request since the guest breached the hotel stay agreement when he decided to smoke in the room. 
  
  Signed: Management.