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:11/09/2024

  Type:Facilities 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.

  General Manager *** *******s accused my of using alias names, said he hoped I hit a deer on way to next destination. My room had a human hair in the bathrub, phone did not work, clock did not work, hotel services were out of order (ice machines, game room, hotel casino, shuttle).. NO refund was issued. *** *******s said I could not stay there again because I complained th Wyndham Hotels and him.

  

  Business Response

  Date: 12/05/2024

  The conversation did not go the way that the complaintant stated. We also will not be giving a refund. 

   

  Thank you 

• Initial Complaint

  Date:04/19/2024

  Type:Facilities 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 made reservations to stay at the Ramada Wyndham hotel. After checking into the hotel, our kids were down at the pool swimming. When I looked down by feet I seen a cockroach on the ground. We were immediately disappointed and disgusted. We got the kids out of the pool to change the clothes so we can leave and switch hotels. I went down to the front desk to ask for refund so we can leave. The night supervisor **** instantly got a bad attitude and said “There is nothing we can do about it since the cockroach wasn’t in your room”. She gave us two options. To stay at the hotel and talk to the manger in the AM, or to leave and come back in the AM. Then started telling us that she will have us escorted because we were refusing to leave. We were simply just trying to discuss the issue. We had to leave for our vacation very early in the morning to catch our flight and didn’t not have time to go back to the front desk to argue with the manager. I called the hotel 2 times this morning and was placed on hold. I then submitted a claim to the Wydamn customer service and the hotel sent me another rude email saying they will not refund my money since the cockroach was not in my room.

  

  Business Response

  Date: 04/19/2024

  We were told by the guest that he seen a cock roach by the pool. When he just fill out a review to get his money back it was in his room. We have a protocol when we deal with these things and the first is to have it verified by our maintenance department. They went to look and found nothing. The guests didnt come to the desk and check out or talk the front desk until after the pool closed. They didnt get up and leave they stayed until then. I am sorry but we are not willing to refund this gentlemans money. And yes we did tell them we would have them removed because they didnt get what they want and would not leave the front desk. We have watched the cameras and have seen this footage. 

• Initial Complaint

  Date:03/30/2023

  Type:Billing 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.

  Hi there,
  I recently stayed at the Ramada ** ***** ***** ***** ****** and believe the property needs to be investigated. This property is falling apart. Not only was there blood stains on my sheets but I was bit by a bed bug and the manager yelled at me over the phone and accused me of lying. This property does not seem like it would be up to building standards either. They also refused to refund me. I would advise taking a visit in person to see for yourself.

  

  Business Response

  Date: 04/01/2023

  We did have our maintenance crew strip the room to check for ANY bugs in the room. including the bed bug complaint that this guest stated, we did not find any evidence of any infestation. As far as the blooding sheets. We did offer to help put the new sheets on the bed guest declined.  the housekeeping has a chart of every room that is stripped. & that room was completely stripped of the old sheets and pillow cases from the pervious night. the head housekeeper herself did inspect the room prior to this guest checking in. She states there was no blood stains on the pillows when she inspected the room that day. I did offer the guest a **% discount for the next time she books with us. 

  Customer Answer

  Date: 04/08/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Faith *******

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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 made a reservation in September 15,2022 for a weekend stay at this Ramada to be six rooms for one night in January 7, 2023. I called a local number and I thought I was talking directly to the front desk but was unknowingly switched to a **** ******. I was quoted $*** a room. When I checked my bank app, my account was charged already in September previous. I contacted my bank and filed a dispute. When I contacted the front desk (by the same phone number) they said that they collect at check-in. The room rate was $*** a room. I informed them of the scam (*** ***** ****)
  I made another reservation on March 2,2023 for two nights (March 10-11, 2023) for the room rate of $*** per night. I go to check in today and they cancelled my reservation because the credit card did not go through. I never gave them a card because of paying at check-in. Then they wanted to charge us $*** for the first night and $*** for the second night. I tried to call for a hotel manager but they hung up on me repeatedly. At one point, I was transferred to a ** ***** ****** person which sounded like the scammer all over again (*** ***** ************) and then he hung up on me. I called the local number again and I got ******* central reservations in ********. I am in ***** ****** ***** miles from the hotel.

  

  Business Response

  Date: 03/14/2023

  Dear Mr.*******,

  Thank you for your stay. We realize that you have a choice in hotel properties, and we appreciate that you chose us. we apologize to hear about your experience with our front desk and front desk manager. The manager indeed did look at your confirmation on the phone you showed her, she did not dismiss it or say what you stated in your complaint. and she apologized and said she would not be able to honor the rate of the confirmation,  when she checked at the time of check in, the same discount you had under discount  *** **** was now at $*** a night for the evening due to high demand, our front desk manager offered the $*** rate discounted for your inconvenience, which you declined. she had stated either you could take the $*** option or she could just cancel and guest would have to go somewhere else.  agent who booked reservation was still in training and had told the guest incorrectly. however guest had booked with us numerous times and knew this policy in advance. If we do not have a card on file we do have the right to cancel due to non guaranteed payment. which is what happened on your reservation on 3/10/23 no card was on file and the front desk agent canceled the reservation.  we do not control how the booking agency advertises their website as I see you did book third party prepaid for your other past reservations. I recommend  to call our reservation line or book through the ******* website directly in the future. our direct number is ************ Once again we apologize for the inconveniences. we hope to have the opportunity to welcome you back to the hotel again the future, however we will be very disheartened if you choose not to but we respect your decision. If we can be any further assistance, please feel free to contact us directly. 
  
   

  Customer Answer

  Date: 03/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the young manager did reject the confirmation that I presented and gave us a higher rate by claiming they have a high demand.  That is price gouging. I did ask for the “hotel manager” but she told me that one was not available.  
  may the time of making the reservation with the front desk, I was not asked for a credit card.  We stayed at this hotel back in Jan and was told then that we pay at check-in and I was not asked for a credit card until the ******* got on the phone.  I have always dealt with the front desks when I travel as I have done weekly for the previous 12 years.  I don’t trust third party agents.  
  
  
  
  Sincerely,
  
  
  
  John *******

  

  Business Response

  Date: 03/14/2023

  Mr. *******,

  We appreciate you bought your concern to our attention and we truly understand your frustration.

  It is industry standard that the hotel room rate fluctuate daily base on the demand, and it is also the industry standard that hotel require credit card to guarantee the reservation and hotel will perform a preauthorization equal the total room and tax of your entire stay on the arrival date. It appears that your reservation wasn't guaranteed when the system did that in the morning of 3/10 and therefore, the system automatically cancel your reservation. The manager on duty attempt to accommodate you at her best ability with our best available discounted rate, however you decide not to stay which the hotel did not charge anything. We would like to learn what we can assist you with this matter at this time.

  Both agent and manager on duty who made mistake with your reservation received the appropriate consequences and will continue with the serious training on their duties. We would like to ask your advise if there is anything else we can do additionally to help improve their performances. Or do you think they should be terminated?

  Mr. *******, we once again sincerely apologize for the inconveniences. It be very disheartened to lose you as our loyal customer and would love to make things right to earn
  your business back if you are ever travelling in the area again. We would like to offer
  a **% discount on the daily room rate for your next stay, valid 1 year or until 3/14/2024. Please reach out to us directly if you would be willing to give
  us a chance to turn your experience around. It would be such a pleasure to
  personally welcome you back to our hotel.

   

  Discount ***: Please make reservation directly with hotel by calling ************ or ************ (sales office) and present this letter at the front desk to receive the discount at check-in. Please be noted that the discount offered cannot be combined with other discounts and not apply to all third party or prepaid reservations. The discount has no cash value.

   

  At your hospitality,

  Guest Services Manager

  Customer Answer

  Date: 03/15/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  John *******