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Business Profile

Hotels

Wingate by Wyndham

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/07/2022

    Type:Product Issues
    Status:
    Answered
    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 October 30, 2022, I made a reservation with the Wyndham Wyatt in Lancaster to stay one (1) night. They charged me $86.50. When we arrived at the hotel, there were several windows open on multiple floors. Some of them had fans blowing air outside. One of them had houseplants and a cat sitting in the window. As we walked into the lobby, the entire lobby was damaged and shutdown, the front desk was barricaded off by plexiglass, and the hotel had a strong smell of smoke. As we were checking in, a woman walked past us to go to her room with a container of cat liter. Once we entered our room, we found the couch broken, the dresser broken, and the mattress covered in plastic. Dogs were also barking outside of the room. We immediately left. I told the receptionist that we were not staying due to these issues. He responded immediately that they would issue a return. I asked for that in writing. He responded that it would all be taken care of through email.I do know that I made this reservation with Priceline as a non-refundable purchase, but we did not stay overnight, I was told I would receive a refund, and the hotel was totally unacceptable. The receptionist acknowledged that they have guests living there full time, which explains the cats, dogs, open windows, and other areas of concern.

    Business Response

    Date: 11/08/2022

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

    Dear Contact:

    Thank you for notifying our office of the concern filed by *********************** at the Wingate by Wyndham property in Lancaster,PA. 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 10th. 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 [email protected] and I will personally help address the guest's needs.

    Melissa
    Liaison, Customer Care

    Wyndham Hotels & Resorts, Inc.

    Office: ************

  • Initial Complaint

    Date:11/07/2022

    Type:Product Issues
    Status:
    Resolved
    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 booked a night stay at this hotel on Oct. 15, 2022 for Nov. 10 for one night stay at a discounted price I received a email for my up coming stay then I received a phone call on Saturday Nov. 5 telling me the manager had canceled my reservation because of over booking, I feel I was canceled because of the discounted rate. The person I spoke with was very rude to me when I ask the question of why I was being canceled'I ask to speak with the manager and she said to me he doesn't speak to customers or guest. I feel this matter should be looked into. Thank You! *****************************

    Business Response

    Date: 11/07/2022

    Hello,

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

    Dear Contact:

    Thank you for notifying our office of the concern filed by ****** ******** at the Wingate by Wyndham property in Lancaster, PA. 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 11th. 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 [email protected] and I will personally help address the guest's needs.

    Kind regards,

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

    Customer Answer

    Date: 11/07/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    *****************************

Wingate by Wyndham is NOT a BBB Accredited Business.

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