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:11/17/2023

  Type:Service or Repair 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.

  I reserved and paid in advance a room for three days, 10-3, 10-4, 10-5-2023. I arrived early on 10-2-23. I told the desk I arrived a day early and was leaving a day early. The desk charged me $98.79 for arriving a day early and said the desk would correct the payment for the day that I would not be staying (10-5-23) when I check out. When I checked out, the person at the desk said it was his first day on the job and didn't know what to do and advised me to call back later that day, which I did. That person couldn't help either. I called again when I returned home (on 10-6-23) and that person said the charge would be removed. When I received my credit card statement, the charge was still there. I called again and they said they couldn't find the records and said I need to call Wyndam Resorts. Wyndam Resorts said I need to contact the motel. Just getting the run around. Got charged for 4 nights stay, only stayed 3 nights. First night Conf # **********. Other three nights conf # **********. I should be refunded the last nights stay which I didn't stay.

  Business Response

  Date: 11/20/2023

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********

  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *********************** at the Days Inn by Wyndham property in Grantville, PA. 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 property’s management is responsible for meeting brand standards and for day-to-day operations.
  
  I did call and speak to ***** today at the property and he is issuing a refund for the last day on your reservation today. Please allow 5-7 business days to see that refund on your account.
  
  Once again, we apologize for any inconvenience this may have caused.
  Kindest regards,
  
  
  *******
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.

  Customer Answer

  Date: 12/02/2023

  The agreement was that I was supposed to be refunded the amount of one nights stay. I have not yet received that refund. Therefore this matter is not closed.

  Business Response

  Date: 12/05/2023

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Dear Contact:

  We have been in contact with ***** at the Days Inn by Wyndham property and they have asked ********** to confirm his full name and mailing address so a check can be mailed. The property has also sent an email to guest themselves requesting this information, please have the guest respond to the property directly with the requested information.

  Kind regards,

  *******
  Liaison, Customer Care
  Wyndham Hotels and
  Resorts, Inc.

  Customer Answer

  Date: 12/05/2023

  On 12-5-23, I was notified for the first time to confirm my address via text message. I responded via text that the address they have for me is correct. I will wait for the check to arrive before I consent to closing this complaint. We are 60 days into this process that should have and could have been resolved when I checked out of the motel. I've been staying at this motel for over 15 years for the Antique car show in Hershey. If this is the new way this motel has chosen to do business then perhaps I should seek a different motel in the future at which to stay.

  Business Response

  Date: 12/07/2023

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by **** ******* at the Days Inn by Wyndham property in Grantville, PA. 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.

  The address below was sent to the property for issuing check refund:

  ******* *******
  **** ******* **
  Mansfield OH *****

  Once again, we apologize for any inconvenience this may have caused.
  
  Kindest regards,
  
  *******
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.

  Customer Answer

  Date: 12/17/2023

  The still haven't sent a refund check. They will not respond to emails. They were supposed to send a refund check 10 days ago. It has not arrived. This matter is not closed !

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair 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.

  Before going to bed on Friday October 14th, 2022 in one of the non-smoking king rooms, I found a giant spider in my room. I eventually killed it and called the front desk. The front desk lady told me that on an open-property, you should expect there to be bugs in the rooms. The door to the room is also not fully fitting, so it doesn't close completely to the outside. There's a gap on the left side. Especially during the moth season in PA, any bug can just walk into the room.

  Business Response

  Date: 10/17/2022

  BBB Case #: ********
  
  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.

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