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:05/21/2025

  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 had a reservation booked through ***** travel (***** Sapphire Credit Card) for this hotel. Although the reservation could be cancelled, they gave me and ***** the run around when we called in advance. The would say the approved isnt there. Call back at this time, which is well outside the cancellation window. I spent at least 2 hours total on calls trying to deal with reservation for may *****th in advance. I get to the hotel on May 17th. There is a pest terminator service vehicle parked in front, which was off putting. Once the manager gets to the front desk after Id been standing there waiting in the lobby, I share about the issues Id been having trying to modify this reservation. The manager is fully aware that hed given ***** ****** and me the run around; of course, at this point he would not adjust the dates or provide a cancellation. Its at this point we notice the condition inside of the hotel. I shared with him that there was no soap in the lobby bathroom, which my children just used. We get upstairs to the second floor, there is trash in the elevator lobby area. We get to the room and it shows obvious signs of deferred maintenance and uncleanliness. We changed our clothes and left as it was not clean and I traveled with two young children. We spent under 1 hour in the room due to the condition of the property.

  Business Response

  Date: 05/21/2025

  
  
  BBB Case #: 23358380
  Hotel Site #: 28376
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ******* at the Microtel Inns and Suites property in ************, ***

   To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before May 25, 2025. As a company, were 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 ********************* and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  **********************************
  Office: ************

  Customer Answer

  Date: 06/02/2025

  I hope this note finds you well. The manager did not provide any remedy. He has cameras and can clearly see that we left his property. 
  

  Can this be escalated to their corporate headquarters?

• Initial Complaint

  Date:11/24/2024

  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.

  We stayed at this hotel on November 22, 2024. We found a crack pipe in our bed. My husband actually was laying on it. When notifying the front desk of the problem the hotel staff came to the room along with another man who wouldnt identify himself. This man was attempting to get into our room to verify that it was a crack pipe. He was insisting on entering but wouldnt give us any sort of ID. After asking numerous times the hotel staff finally said that he was not an employee. He then started to get irate and even more pushy. We contacted the police. The police instructed them to get rid of the pipe and advised us that this hotel would be the last place they would chose to stay, there are constant problems. We then chose to leave the premises fearing for safety. Upon leaving we were charged another ****** dollars for the room. They said they have refunded all the charges but I have still not seen a refund. We had other people staying there as well. They were awake all night to loud music and partying, there were constantly people lingering in the lobby. The entire place smelled like marijuana. I fear that someone will get seriously hurt or taken advantage of in this hotel. I pray that no child ever goes in there. There has to be major safety and health hazards. I attached a picture of the crack pipe that was found, it was jagged and clearly used. Had it cut my husband or broke the skin and any way who knows what diseases could have been transferred to him. This place needs to be investigated. The owner blamed us, instead of simply apologizing. There is a police report filed that clearly says other.

  Business Response

  Date: 12/05/2024

  
  
  BBB Case #: 22599970
  Hotel Site #: 28376
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******** ****** at the Microtel Inns and Suites property in *******************, ***

   To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager has updated the case notes, and our ******************* has confirmed the guest was refunded in full - $221.92.  As a company, were 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 ********************* and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  **********************************
  Office: ************

  Customer Answer

  Date: 12/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is 
  
   Complaint: 22599970
  
  I am rejecting this response because:

  Im had to leave this hotel in the middle of the night. I paid for the Microtel stay with a gift card that was given to me as a gift. The gift card was refunded however I have no use for it at this time. When I left this hotel I had to go out and stay at another hotel, I had to purchase this with my debit card. The total cost was another $270 dollars that I was not planning on spending. I want to be made whole, and I want for other people to be aware on how this hotel handles things. As you can see from the response from the manager there was no intent to help us or to admit their wrong doing. They instead chose to flip the story and blame us. 
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/10/2024

  BBB Case #: 22599970
  Hotel Site #: 28376
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ******** ****** at the Microtel by Wyndham property in ****************. Our brands are committed to assuring that all 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. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  
  The properties are independently owned and operated, please continue to work with the property.  Contact information below.

  GM: ******* ***** at ************

  Please note we have sent a separate email to the guest directly containing the owners information.
  
  Once again, we apologize for any inconvenience this may have caused.

  Kind regards,

  
  ******
  Liaison,Customer Care
  **********************************

  Customer Answer

  Date: 12/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are 
  
   Complaint: 22599970
  
  I am rejecting this response because: the company is taking zero liability. I have already heard from the ** he takes zero accountability and put the blame entirely on us. That is not a resolution.  Please see the response from the ** below. It is unacceptable and there are police reports and other statements. I do not ever want contact with that ** again. ******* needs to take responsibility. Its their name in the hotel. I will not speak to that ** ever again. Does this sound like an accurate solution, it doesnt seem like one to me, below is the email from the **

  Dear Guest, 
  
  
  Your concerns regarding your recent hotel stay at Microtel Inn, *************** have been brought to our attention. 
  
  
  In this connection, we wish to state the following: 
  
  
  1. All payments related to your stay have been returned back to your credit cards. Our hotel owes you no further payments. 
  
  
  2. Against the advice of our staff member you got into a verbal altercation with another guest, and then against the advice of our staff member too, you contacted the police. They came to the hotel and after investigating your complaint, asked you to vacate our property immediately. 
  
  
  3. Under no circumstances are we prepared to allow you or any other guest to threaten our staff or use abusive language towards them, especially female staff members. 
  
  
  Thank you. 
  
  
  Guest Relations Manager. 

   

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

  
  

  Business Response

  Date: 12/19/2024

  BBB Case #: 22599970
  Hotel Site #: 28376
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ******* ****** at the Microtel property in ****************. We apologize for the experience. Please be advised the guest has been issued a full refund by the property. We have provided the guest with the owners contact info. The guest will have to continue to work with the property and local authorities.

  Regards,
  
  ******
  Liaison,Customer Care
  **********************************

• Initial Complaint

  Date:10/01/2024

  Type:Sales and Advertising 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.

  Im an Executive, had planned on staying at this hotel for two months while I transition to a new job and a new area. Paid for my first week and in advance for the next week. After the first several nights there, I noticed bites and severe itching on my right arm and chest. I alerted the manager who responded check out, we will refund you. I agreed since it would be impossible to sleep somewhere where I was getting bit. I was certain this was bedbug related, but they were clear that they did not want to hear that. The hotel is filthy from the moment you walk in it. I could not have stayed there anyway, because the room and surroundings were that repulsive due to uncleanliness. It took me two hours to pack all my things as I said I was expecting to be there long-term. I was displaced and had no place to stay. My money still has not been refunded to me and no one will return my phone call from the hotel and the corporate office says that they are franchises and I must deal with the actual location, which was ***************. So I am without any help. When I checked out, there was a different gentleman than the manager there and he said he was only refunding me the next week that I had paid in advance and I made it clear that was unacceptable that I expected my entire stay to be refunded.

  Business Response

  Date: 10/01/2024

  
  
  BBB Case #: 22363281
  Hotel Site #: 28376
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ******* ****** at the Microtel Inns and Suites property in ************, *** 

  To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before October 4, 2024. As a company, were 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 ********************* and I will personally help address the guest's needs.

  
  *******
  Liaison, Customer Care
  **********************************
  Office: ************

  Customer Answer

  Date: 10/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22363281
  
  I am rejecting this response because:

  see the attached photo from manager at hotel franchise on site- Her response is that shes not giving me any money other than what I had prepaid and was due to me for checking out when I did, which was not the original agreement. When  I told her about the bites, she refused to listen or allow me to show her the bites and told me to check out, We will refund you. I had never met this woman before this moment. She had no idea I had prepaid for another week. So the money they have refunded me is only the money I prepaid and was due back after check out. They are not refunding me any money For having stayed, Having been bitten up and down my arms for which I couldnt sleep the two nights prior to checking out I was so worked up, Then I had to pack everything up and was displaced and have been displaced because my money Till now still is not refunded. When I checked out, The refund for at least the days I had paid in advance was supposed to be processed, and it never was. So I could not get another hotel.- I have had to stay in my car.  The young man who checked  me out Was supposed to call me The same evening of my check out and tell me what all was being refunded to me and did not. Then I called there the next day and he didnt come to Work so nobody processed the refund. So I checked out on Sunday evening and today is Wednesday and I still do not have my money for what I prepaid. Then secondly, the place was absolutely Uncleanly to the point of not being able to stay, to the point I was getting bit by something and needed to leave for which she agreed to refund me and now is going back on it.  I did show the housekeeping supervisor my bites- But she didnt speak any English. Im an executive who was relocating who needed to stay there for a month to two months so I had a lot of stuff and this was a huge inconvenience to say the very least and Im just absolutely appalled that theyre not even giving me a credit for a couple of nights for all Ive had to go through because they dont want to believe that Ive been bitten, but I actually have been.  Im really not trying to be unreasonable- Im a businesswoman too and the right thing to do here is to at least give me a couple days credit when really I should be refunded my entire stay- I was only there a total of 7 days and have prepaid for an additional seven days at time of check-in. 
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/03/2024

  BBB Case #: 22363281
  Hotel Site #: 28376
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ******* ****** at the Microtel Inns and Suites 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. After thorough review, the property did state they issued partial refund for nights the guest did not stay, but they have explained that unfortunately, they will not be offering anything additional. We feel the best resolution will be achieved by direct communication between the property management and the guest as ********************* does not have the ability to issue refunds nor access the properties billing systems.

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

  *******
  Liaison,Customer Care
  **********************************

  Customer Answer

  Date: 10/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22363281
  
  I am rejecting this response because:
  On more than one occasion is that Wyndham corporate is directing me back to the franchise property leadership who has made it very clear that she never cared for one moment that I had something to tell her about me being bitten in that hotel and that they could have a problem that will spread throughout their hotel. She simply rudely told me to check out, you will be refunded. if thats the first time Ive ever met you then That means youre talking about the days I just stayed. So that needs to be honored. Secondly, whats not being addressed Is that even my Refund of my prepayment was not processed for two days after I checked out. This Tied up my money and again, I will reiterate, I had to sleep in my car for two nights. All of this was extremely distressful. It is also distressful to get an email from the franchise leader where she wrote That Under no circumstances will she provide me any additional credit When All of this was brought to her attention last week through my complaints with Wyndham. I am not in agreement at all And this situation is very much not OK and I expect that somebody does the right thing by me. Not only was I treated poorly (and thats an understatement), I had to sleep in my car for two days with all of my items with me in my car Because that franchise leader did not hold to her word and because nobody processed my prepayment refund when I checked out as they should have- they waited two days. I also lost all the food I had just bought at the grocery store in the amount of $75 Because of the situation. Thank you for your continued attention to this matter. 

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

  Business Response

  Date: 10/25/2024

  BBB Case #: 22363281
  Hotel Site #: 28376
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ******* ****** at the Microtel Inns and Suites 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. After thorough review, the property is advising that they are not willing to issue any further compensation to the guest. We feel the best resolution will be achieved by direct communication between the property management and the guest. Unfortunately, ******* customer care does not have access the properties billing system therefore, we are unable to issue additional compensation. 

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

  *******
  Liaison,Customer Care
  **********************************

  Customer Answer

  Date: 11/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22363281
  
  I am rejecting this response because: Wyndham corporate keeps sending the same response, to speak directly to the property, who did nothing but refund me money I prepaid that they owed me anyway for checking out early. However, ******* corporate also states they will intervene and hold up their values if a property is not. Wyndham- why are you not doing this? You have a choice to do the right thing. I assure you that you will lose my business forever as someone who visits hotels regularly if you do not. To simply send the same response is disgusting and I thought better of the Wyndham name and values. How many times do you give away free rooms that mirror the value of my requested refund, yet you are continuing to put me through more as a result of this experience? Its shameful- you do realize the lack of this property following their refund policy properly resulted in me spending 2 nights sleeping in my car, correct? What if this were you? Would you be ok with this? I am certain you would not be. If Wyndham does not make right on this, I will take my story public. 
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/06/2024

  BBB Case #: 22363281
  Hotel Site #: 28376
  Customer Care Case #: ********

   

  Thank you for contacting Microtel Inn & Suites by ********************* We sincerely apologize that your expectations of Microtel Inn & Suites by ******** high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.

  The Microtel Inn & Suites by ******* chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that Microtel Inn & Suites by ******* is solely the licensor of the Microtel Inn & Suites by ******* trademarks and service marks to independently owned and operated Microtel Inn & Suites by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility. 

  As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night at any Tier 2 Hotel or five highly discounted nights at any Wyndham Rewards Tier 2 hotel worldwide.
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  
  Again, we thank you for bringing this issue to our attention. 

   

  Kind regards,

  Liaison, Customer Care.

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

• Initial Complaint

  Date:11/04/2022

  Type:Customer Service 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.

  Microtel by *******. ************, **. 10/21 - 10/23/2022.2 rooms Confirmation# *****ED065875 and *****EE00110 $155.40 for 2 nights for each room, totaling $310.80.I stayed here because I was getting married 10.22.22. We had a hotel block reserved here and several rooms occupied. Almost every one of my guests had a complaint. Doors in the room had broken locks, some smelled horrible, cabinet doors were not connected on the hinges, and key cards were not working. Some rooms didn't have the ** working, and no microwave or working refrigerators. My room had a cabinet door sitting on the floor, not connected, and the sheets were dirty. I took pics. I also had to go buy sheets because I didn't trust that we wouldn't get more with pubic hair on them. Also, my room was right next to the front desk. The room beside me was up until 3 or 4 in the morning screaming at one another, fighting, throwing stuff, and slamming doors. It was so loud that you could hear it at the front desk and no one did anything about it. They just let it happen. The staff was NOT helpful AT ALL. Every time we tried to talk to them they'd say they didn't know English and walk away. They also came into rooms without knocking or announcing themselves. One of my guests was in the shower when someone let themselves in to clean the room. I reached out on the 25th and someone from the hotel stated that if I wanted a refund I should have left in 30 minutes of arriving there. There were NO rooms left in area hotels to support the number of people who needed a room from our hotel block. What were we supposed to do? Sleep in cars?This was so embarrassing that my guests had to deal with this bull c*** and dirtiness. We would have left if we could have found a place with ************* of us.As the bride, and someone who paid for 2 rooms, I was completely disgusted and not satisfied with hotel stay at all. I want to be reimbursed my fees for my rooms only, not for all of the rooms we had.

  Business Response

  Date: 10/31/2022

  BBB Case #: 18329140
  Hotel Site #: 28376
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ************************* at the Microtel Inns and Suites by Wyndham property in ************, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before November 2nd. As a company, were 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 ********************* and I will personally help address the guest's needs.

  *******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 11/03/2022

  Unfortunately, the manager replied with an apology only and stated he hopes i come back there. This has not been resolved at all.

  Thank you. 

   

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

  Business Response

  Date: 11/04/2022

  Hello *******,

  
  Thank you for contacting the Microtel by ********************* concerning your experience with the property located in ************, **.

  
  We sincerely apologize the property did not meet your expectations and standards of guest service.

  
  This property is independently owned and operated under a franchise, and its management is responsible for meeting Microtel by Wyndham standards. We appreciate you taking the time to let us know where this property could improve. We are committed to assuring that all Microtel by Wyndham properties provide superior service and quality accommodations. Your comments have made us aware of an instance when one of our properties did not meet a valued patron's expectations. The information that you provided will be shared with the property's management, to prevent this type of event from happening in the future.
  
  We do see the property has applied ***** Wyndham Reward Points to the Member Account on the reservation. 

  
  After a review of your concern if you are looking for further compensation, the best resolution would be achieved by direct communication between the property management and yourself. Please contact the property management team at **************.
  Please accept our most sincere apologies for what you have experienced, and for any inconvenience this may have caused you.
  
  Kind regards,

   

  *******
  
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 11/04/2022

  Hello! 

   

  The property manager hasn't responded to my return emails and has not returned calls. This is so frustrating because basically you're saying g there's no repercussions for this business because they're independent. But they're representing your brand horribly. 

   

  How do I get my money back if I'm being completely ignored??

   

  ****

  Business Response

  Date: 11/11/2022

  BBB Case #: 18329140
  Hotel Site #: 28376
  Customer Care Case #:********

  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ************************* at the Microtel by Wyndham property in ************, **. Our brands are committed to assuring that all 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.

  We do see the General Manager had offered the guest ***** points as resolution.
  
  After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest, if she is looking for further compensation.

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

   

  Kind regards, 

   

  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

  
  

  Customer Answer

  Date: 11/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18329140
  
  I am rejecting this response because:
  
  I keep being told to contact the hotel. I have and they haven't responded to me since their initial email. 

  How do I get this resolved when there's no response to calls or emails? 

   

  i don't want **** points. My wedding weekend was ruined and all they want to do is give me points and say "hope you come back."

   

  This is ridiculous!

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

  
  

  Business Response

  Date: 12/29/2022

  BBB Case #: 18329140
  Hotel Site #: 28376
  Customer Care Case #: ********

  Dear Contact:

  As a company, were committed to delivering a great experience with every stay with us.

  As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for two free night{s} at any one of our tier 2 properties or a highly discounted nights at any ********************* worldwide.  You may also redeem points for a variety of merchandise or gift cards.  If you have yet to enroll in Wyndham Rewards, you can do so here: https://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=

  Please reply with your Wyndham Rewards member number and we will add the points to your account.

  Again, we thank you for bringing this issue to our attention.

  *******
  *******, *************************************** & Resorts, Inc.
  Office: ************

  
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

  Customer Answer

  Date: 12/29/2022

  
  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. 
  I will take the ***** points awarded as a courtesy. Here is my Wyndham Rewards member number, 218392278E.

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

  
  

• Initial Complaint

  Date:10/25/2022

  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 made a reservation on 10/14/22, and I just checked in to get my keys, and informed the front desk I had to leave for an event and was not going up to the room. I returned later and went to to the room. I arrived to find a dirty hotel room that was $122.09. I immediately left the room to report it to the manager. I informed the manager that the room did not smell clean, had wrinkled sheets (as if the bed was not changed) and I found stains on the sheets. I told the desk manager that I wanted to leave the property and would like a refund. He informed me that he could not issue a refund and offered us another room due to there illegitimate hotel policy of informing the manager within 30 minutes of check in. However, I never used the room and the video camera footage could prove we did not enter the room until later that evening. Unfortunately, the manager then offered another room, that also had stains on the sheets. The public needs to be informed that this is a sham hotel, using the Wyndham name to run a poorly-managed, unsanitary establishment. After the second room was unacceptable, the manager still DID NOT issue a refund and charged the card, I informed them to not charge. I would appreciate a refund for the $122.09 paid at this property. This property should also be reviewed by the Health Department.

  Business Response

  Date: 10/26/2022

  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 by Wyndham property in West Chester, 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 October 31st. 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: ************