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Business Profile

Hotels

Wyndham Hotel Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Wyndham Hotel Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Wyndham Hotel Group has 23 locations, listed below.

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    Customer Complaints Summary

    • 112 total complaints in the last 3 years.
    • 30 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:08/05/2022

      Type:Customer Service 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.
      Booked hotel through a service Given the price of 68.00,Charged 88.60 on my card plus Service fee of 14.99 Also had to wait at the airport for nearly 4 hours to be picked up Also my cell phone was stolen by the the driver of the shuttle

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/08/09) */
      BBB Case #: XXXXXXXX

      Dear Contact:

      Thank you for notifying our office of the concern filed by ***** ****. 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 [email protected] and I will personally help address the guest's needs.

      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379

    • Initial Complaint

      Date:07/28/2022

      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 May 21 2022 , me and my relatives including my little nephew checked in at La Quinta Inn Wyndham, Norfolk, Virginia Beach and I checked out early on May 22 , the next day. Everything's fine until we checked out. They charged for two rooms with the same price when we booked. And after one more day, May 23, they charged 250$ for smoking damage . No one smokes in our group, moreover we have a little child with us. And also , We were there for the beach We don't really stay in the room for a long time but for sleep. May be other customer who stayed next or their employee who smoked , who knows. We already checked out a little earlier to go to beach. So, I contacted my credit card company. And now , I received a receipt that I've never signed and never seen before . They even attached the other two files that I signed before CHECK IN . On that file , if we smoke, we have to pay 250$. As, we already knew that no smoking rule before check in, there are no way that someone smokes in our group. This is one more fact.
      I don't know What kind of management they are doing . I need them resolve this problem as soon as possible. I've never face that kind of awful experience before . And also they should at least give a warning to the employee or hotel management who makes that unreasonable charge.

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 5, 2022/07/28) */
      BBB Case #: XXXXXXXX
      Hotel Site #: XXXXX
      Customer Care Case #: XXXXXXXX

      Dear Contact:

      Thank you for notifying our office of the concern filed by C. ***** at the La Quinta by Wyndham property in Norfolk, VA. 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. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.

      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 [email protected]

      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379

    • Initial Complaint

      Date:07/27/2022

      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.
      This is in continuation to the BBB complaint # XXXXXXXX in which business marked the complaint as answered and also replied me over email that they will provide the refund but it has been more than 1.5 months and i have not heard anything back from them even after mailing them repeatedly.
      I would like to raise this complaint against Wyndham group for first providing poor services through their one of partner hotels and later providing poor customer services by not taking the responsibility of the issues faced by the customer.
      Wyndham group is still not resolving the issue even after several follow ups and just marking the complaints as answered without even resolving it. This is the worst form of customer service i have ever seen by any business. It's such a mental harassment that i wish that no one has to go through.

      Business Response

      Date: 09/08/2022

      Business Response /* (1000, 5, 2022/08/03) */
      Hotel Site #: XXXXX
      Customer Care Case #: XXXXXXXX

      Dear Contact:

      Thank you for notifying our office of the concern filed by ***** ***** at the La Quinta by Wyndham property in Long Island City, NY.

      The guest had filed a BBB concern previously in which we responded to earlier today. The BBB number is XXXXXXXX.

      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: XXX-XXX-XXXX

    • Initial Complaint

      Date:07/27/2022

      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.
      Dates of service: 07/21/2022, 07/22/2022, check out on 07/23/2022
      Wyndham Americinn Burlington, WI
      Orig reservation placed at hotel 02/2022; Cancelled
      Rebooked Reservation 06/2022 through Wyndham Hotels via phone conversation
      Called and spoke to front desk about the reservation at the hotel to confirm reservation, req disability accessible room, tell them I had a small dog that would be coming for the stay as well, & once again request a rollaway bed for the stay. I have tried contacting customer service and have a ref # but no resolution. The stay & manager at this hotel was the worst I have ever exp. for many reasons.
      I spoke to many hotel patrons during my stay & not one was satisfied with their stay, accommodations or service. Noone at the front desk when I arrived. I searched the hotel lobby for a hotel restroom & found none. I asked the woman who finally came where there was a restroom I to use and she said the pool area. I went there and tripped on something by the pool and twisted my ankle. I nearly face planted on the tile or the pool. I peeked out and asked if she, could turn on the lights, I was told a flat "No, its on the left". My daughter & I both have disabilities & I had requested an accessible room. I was told it had been added to the reservation when I called to confirm. However, it had not been added, & the room was in a 2nd floor room with no elevator on the property. No rollaway bed was available & I was told one had not been available for 1 month. I asked to speak to the manager. She told me coldly that she was the manager. Asked for 4 keys was told they only do 2. No extra pillows or blankets etc. told none avl. Beds hard as granite, internet inconsistent & unable to be used, mold in bathroom calk, floors were damp, A/C leaked, mildew smell, bugs in public breakfast area & room, trash and flies overflowing in front of the hotel entrance for all of stay. Unauthorized $275 late fee for 1.5 hour; disability was an issue Hotel not full.

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 5, 2022/07/28) */
      BBB Case #: XXXXXXXX
      Hotel Site #: XXXXX
      Customer Care Case #: XXXXXXXX

      Dear Contact:

      Thank you for notifying our office of the concern filed by **** ******* at the Americinn by Wyndham property in Burlington, WI. 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. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.

      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 [email protected]

      Kind Regards,

      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379

    • Initial Complaint

      Date:07/25/2022

      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.
      Hello,

      When I arrived to this hotel I checked in. I checked right back out as I did not feel safe once I checked the room. I was in this hotel for about 3-10 minutes and when I checked out I asked for a refund and the guy at the first desk said so what your checking out not my problem dispute with your bank. I explained to him that I didn't feel safe at this hotel and that it must be the wrong hotel because the pictures I viewed did not look like this. I have a cancellation email as I booked this through booking.com I have attached my reservation and cancellation. I did read " Even though there is a charge associated with this cancellation, we'll try to find the best possible solution for you. We've asked Wingate by Wyndham Dallas Love Field to make an exception for your reservation, and hope to have an answer for you shortly". Please refund my money as I did not stay at your hotel.

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 5, 2022/07/25) */
      BBB Case #: XXXXXXXX
      Hotel Site #: XXXXX
      Customer Care Case #: XXXXXXXX

      Dear Contact:

      Thank you for notifying our office of the concern filed by ****** ********* at the Wingate by Wyndham property in Dallas, TX. 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 July 28th. 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 *********@wyndham.com and I will personally help address the guest's needs.

      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: XXX-XXX-XXXX


      Consumer Response /* (3000, 7, 2022/07/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I will wait for a call as I am looking for a refund.


      Business Response /* (4000, 9, 2022/07/28) */
      BBB Case #: XXXXXXXX
      Hotel Site #: ******
      Customer Care Case #: XXXXXXXX
      Hello:

      Thank you for notifying our office of the concern filed by ****** ********* at the Wingate by Wyndham property in Dallas, TX. 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. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.

      Once again, we apologize for any inconvenience this may have caused.

      Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com


      Brenda
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: XXX-XXX-XXXX


      Consumer Response /* (4200, 11, 2022/07/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Nope

    • Initial Complaint

      Date:07/23/2022

      Type:Customer Service 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.
      One if the hotels owned by this company canceled my reservation without notice when I showed up for check in at 10:30pm. At that time I had to scramble to find another hotel in the area. They did not give me an explanation for what had happened and simply told me to contact my booking company for a refund and basically said good luck. There were three other people that this happened to before I arrived. The person at the front desk was very rude and was zero help, they wouldn't even give a number for their supervisor. It is my belief (not confirmed) that they were canceling some of the reservations that had been made weeks in advance in order to give those rooms to people showing up that night to get a higher price for the room. Very sketchy operation they have going on.

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 5, 2022/07/25) */
      BBB Case #: XXXXXXXX
      Hotel Site #: ??
      Customer Care Case #: ???

      Hello:

      Thank you for notifying our office of the concern filed by ****** ********. 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 [email protected] and I will personally help address the guest's needs.


      Brenda
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379


      Consumer Response /* (3000, 7, 2022/07/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Confirmation number: XXXXXXXXXXX

      Exact address/name of the hotel:
      Ramada by Wyndham SeaTac Airport North 4006 S 139th St Tukwila Wa

      Under what name was the reservation booked:
      ****** ********

      Date of arrival (exact date of stay):
      7/8/22

      Room number:
      No room number, reservation was canceled when i arrived


      Business Response /* (4000, 9, 2022/07/29) */
      BBB Case #: XXXXXXXX
      Hotel Site #: XXXXX
      Customer Care Case #: XXXXXXXX
      Hello:

      Thank you for notifying our office of the concern filed by ****** ******** at the Ramada by Wyndham property in Tukwila, WA. 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 August 4, 2022. 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.

      Brenda
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379


      Consumer Response /* (4200, 11, 2022/08/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      The property manager is not going to resolve anything. This is an issue that the bigger company is responsible for.

    Wyndham Hotel Group is NOT a BBB Accredited Business.

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