Complaints

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

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  Wyndham Hotel Group

  1011 S. Akard Dallas, TX 75215

• 

  Wyndham Hotel Group

  1950 Stemmons Freeway Ste.6001 Dallas, TX 75207

• 

  Wyndham Hotel Group

  3116 Bandera Street Denton, TX 76207

• 

  Wyndham Hotel Group

  1215 E. I 30 Greenville, TX 75402

• 

  Wyndham Hotel Group

  215 E. Airport Frwy Irving, TX 75062

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:01/09/2025

  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.

  Hi,Regarding my bookings for 2 rooms at the ***************************************************************: Ramada by Wyndham ******************/Country or Region: *******/******** Arrival: November 22, 2024 Departure: December 2, 2024 please find below points highlighting all the issues we had at the hotel:We opted for non-smoking rooms since our son has asthma but the whole hotel smelled like cigarette smoke even though there were no-smoking signs all over the place. I believe the guests didn't care about the signs and were smoking in their rooms which resulted in the ** system smelling like cigarette smoke.The rooms were filthy with cigarette ash on the furniture and bedsheets. The bedsheets where torn as well (Photo attached).The Wi Fi of the hotel wasn't working either so we couldn't communicate with anyone.The drain for shower was also clogged, the shower area got filled with water and the water started flooding into the bathroom.The bathroom was all molded as well including the shower and the sink areas.When we complained to the management, they tried to give us another room by masking the cigarette smell with an air freshener, plus the bathroom of the new room had the same plumbing *********** to a video documenting as much as possible is also attached in this email.We politely asked the management to check us out of the rooms and give us a refund but they declined. We only stayed at the property for only two hours and were still charged the whole amount for both rooms. Due to the unsanitary conditions we were not comfortable staying at the property with two small children with health issues. Attached is the video, photo and check out receipt. Video Link:************************************************************************************

  Business Response

  Date: 01/10/2025

  BBB Case #: 22788163
  Hotel Site #: 50508
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***** ***** at the Ramada 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 January 11th. 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,Customer Care
  ********************************************** & *************

  Customer Answer

  Date: 01/10/2025

  I was offered a partial refund for each room when I requested a full refund for both rooms as I was at the property for no more than 2 hours which can be seen from the check in time and check out time.

  Customer Answer

  Date: 01/13/2025

  I am rejecting this response because:   

  I was offered a partial refund for each room when I requested a full refund for both rooms as I was at the property for no more than 2 hours which can be seen from the check in time and check out time.

  Business Response

  Date: 01/14/2025

  
  
  BBB Case #: 22788163
  Hotel Site #: 50508
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ***** at the Ramada 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, we feel the best resolution will be achieved by direct communication between the property management and the guest, if you are looking for a full refund. Once again, we apologize for any inconvenience this may have caused.
  
  If your offices require more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:01/05/2025

  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.

  While staying at ***************, At 4 am we heard commotion in the hallway and someone was yelling there is water in the hall. We could hear something leaking so we turned on the lights & the whole floor had approximately 2 of water on it. Unfortunately, my bag was on the floor and all my belongings got soaked. Including a cashmere scarf and leather boots. I went out to the front desk to speak to the manager and he was not there. I spoke to the breakfast guy who said he was busy with the water damage on the second floor. So I waited around for about 1/2 hr when he appeared he said Hi and left again. I was told to come back later. Upon check out, I advised the front desk who said that there was nothing she could do and that she would have to contact the manager. She texted him and then advised me he wasnt responding. I told her to call him and she advised that she couldnt do that. She said she was not supposed to call him. I told her this was ridiculous and asked to speak to head office, she gave me a phone number which ended up being reservations, who had to transfer me to customer care. I told **** at customer care and he said he noted my concerns and it would be addressed in a week! No one apologized. We did not get a wink of sleep. Despite all of this the bed was as hard as a rock and the pillows were as flat as pancakes. There was a broken light switch cover in the bathroom which left all the wires and electrical parts exposed. The noise from the heater turning off and on sounded like someone knocking at the door. It was very loud, terribly uncomfortable and all of our belongings got ruined in the flood and no one took accountability, apologized or anything. The manager didnt even stick around nor made sure his guests were ok or moved to a dry room! I had to wear my nightgown home, the only thing I had dry and got stuck in a snow drift and had to be towed wearing nothing but my nightgown! A week to respond to concerns like this are unacceptable!

  Business Response

  Date: 01/07/2025

  
  
  BBB Case #: 22771889
  Hotel Site #: 09750
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ******** ****** at the Days Inn property in ******, ON.

   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 January 8, 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: 01/08/2025

  I am rejecting this response because they made an outright blatant lie.  In their response saying our rooms were checked and there was no water damage! The manager would not talk to us on the phone,  let alone check the room. They offered $50 towards dry cleaning, which is very suspect since they there was no water damage in the room, according to them.
  They also said there was a bathtub that overflowed above is what at 5:30 am which is crazy because at 4 am someone was yelling outside our room door about water in the hallway. I waited for over an hour to speak to the manger and he refused to talk to me! 
  Their resolution is neglectful. Ridiculous and just plain insulting. I will accept nothing less than a full refund as we paid for a room to sleep in and not only were our belongings damaged but we actually got no sleep because of that! And they did not even move us to a dry room! 

  Business Response

  Date: 03/11/2025

  
  
  BBB Case #: 22771889
  Hotel Site #: 09750
  ************* Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ******** ****** at the Days Inn property in ******, ON. 

   We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* has resolved the situation with the guest via a check in the amount of $125.56 USD on January 28th.

  Please allow 4-6 weeks to receive that cheque through the US Postal system.  The guest is aware of this and is in agreement with it.  

   If you need any more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, *************
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:11/13/2024

  Type:Billing 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.

  ****** sent a payment I did not make to collections with Pinacle debt collectors. This was a supplemental payment which was not part of our original maintenance dues agreement. The amount was for $239.83 in October. Now, one month later, they are demanding $663.00 because of additional debt collection fees and denying me access to my timeshare. $160 of those are debt collection fees. I am also being denied the ability to update payments on the website so it looks like all payments moving forward will assigned to the same debt with the necessary fees - basically denying me the ability to make payments on future worldmark maintenance fees. In addition, my worldmark account shows that I have a loan I have taken out with them - which is not true. I purchased my timeshare from a third party.

  Business Response

  Date: 11/15/2024

  BBB Case #: 22552375
  ************* Case #: ********

  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ****** *****. After reading the concern, we have determined this is a Wyndham Vacation Ownership concern. Wyndham Vacation Ownership and Wyndham Hotels & Resorts are two different entities. I have escalated this along to Wyndham Vacation Ownership who should be reaching out to you regarding your concern. They can also be reached directly by contacting ************** or via their website at ************************************.

  
  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, *************
  ********************************************** & *************

  Customer Answer

  Date: 11/15/2024

  I am submitting additional information regarding the charges after a thorough review of the situation:

  Prior to the scheduled August maintenance dues payment, my American Express credit card number changed, resulting in the automatic payment to Wyndham being unsuccessful. I attempted to update my credit card information through Wyndhams online system, but persistent technical issues logging in and making payments with their website prevented me from completing the update.

  I continue to face multiple problems using Wyndhams online payment system. Specifically, I encounter errors when trying to make supplemental and maintenance payments, cannot set up a payment account with the new portal, and am unable to update my credit card details for recurring payments. In short, the website makes it much more difficult to book vacations or make payments than it was prior to the Wyndham aquisition.  When I contacted Wyndham by phone on November 14, 2024, I was informed that I could not resolve the matter directly with them because both my August and November (due date) maintenance dues had already been sent to Pinnacle Debt Collections, which added a 33% fee to each charge, totaling an additional $160. As a result, all future payments will now be directed to collections with this 33% surcharge. Since I cannot agree to these excessive fees, the charges will continue to accumulate, preventing me from using the timeshare I purchased. I am unable to see any of the specifics of the charges or payments on the Wyndam website because it blocks me from creating a payment account.  However, according to my calculations, here are the excessive fees imposed by Wyndham and their debt collector Pinnacle:

  2 Quarterly payments: $226 + $226 (last one was due in November and already sent to Pinnacle for Pinnacle to collect their 33% fee)

  Worldmark by Wyndham Fees and Interest:  $44

  Pinnacle Fees:  $160

  Per my understanding of Idaho law, they have violated the maximum charges of 33% on the first bill of $226 and violated Idaho/Federal law by not allowing me to make payments on all subsequent payments or working to collect payments before sending them directly to a debt collector without making an effort to collect payments and blocking me from making payments on the payment portal or by phone.  

  I am requesting the following from Wyndham:

  Removal of the 33% fees imposed by Pinnacle, totaling $160 in extra charges.
  Full access to the Wyndham/********* website and payment portal, enabling me to update my credit card information, create a payment account within their new system, and make payments for the supplemental and maintenance charges due at the beginning of November. Presently, all attempts to update payment information, establish a payment account, or make payments result in error messages or prompts to call Wyndham, and any calls to Wyndham are redirected to Pinnacle Debt Collections.

  ***NOTE***

  Today my nonexistent loan shows as "paid in full".  Yesterday, according to the account, I owed over $5700 on a loan I never took out.  This is just typical of the website errors.  I cannot understand how a massive corporation like Wyndham could do such a poor job on website design and have so many data errors unless it is an intentional move to make it difficult to use their resorts, intentionally confuse owners and exact extra fees. When I initially bought my timeshare from *********, prior to Wyndhams acquisition, I had no issues making payments or booking vacations and was very satisfied with my ownership experience and up until this issue, I have had no payment disputes with Worldmark. Since Wyndham's takeover, I have experienced significant difficulties using their website, spending countless hours trying to access the system and make payments online. Despite these issues, I am still required to pay for my devalued property and now face a 40+% surcharge on my maintenance dues (Worldmark and Pinnacle Fees) as well as their supplementary quarterly fees they are now imposing on top of that. I suspect that Wyndham may have a mutual arrangement with Pinnacle that benefits from these excessive fees, which, coupled with aggressive and misleading sales tactics, diminishes the vacation experience and leads to constant harassment while at their resorts.

  Customer Answer

  Date: 11/20/2024

  I am rejecting this response because:   

  I am submitting additional information regarding the charges after a thorough review of the situation:

  
  Prior to the scheduled August maintenance dues payment, my American Express credit card number changed, resulting in the automatic payment to Wyndham being unsuccessful. I attempted to update my credit card information through Wyndhams online system, but persistent technical issues logging in and making payments with their website prevented me from completing the update.
  
  I continue to face multiple problems using Wyndhams online payment system. Specifically, I encounter errors when trying to make supplemental and maintenance payments, cannot set up a payment account with the new portal, and am unable to update my credit card details for recurring payments. In short, the website makes it much more difficult to book vacations or make payments than it was prior to the Wyndham aquisition.  When I contacted Wyndham by phone on November 14, 2024, I was informed that I could not resolve the matter directly with them because both my August and November (due date) maintenance dues had already been sent to Pinnacle Debt Collections, which added a 33% fee to each charge, totaling an additional $160. As a result, all future payments will now be directed to collections with this 33% surcharge. Since I cannot agree to these excessive fees, the charges will continue to accumulate, preventing me from using the timeshare I purchased. I am unable to see any of the specifics of the charges or payments on the Wyndam website because it blocks me from creating a payment account.  However, according to my calculations, here are the excessive fees imposed by Wyndham and their debt collector Pinnacle:
  
  2 Quarterly payments: $226 + $226 (last one was due in November and already sent to Pinnacle for Pinnacle to collect their 33% fee)
  
  Worldmark by Wyndham Fees and Interest:  $44
  
  Pinnacle Fees:  $160
  
  Per my understanding of Idaho law, they have violated the maximum charges of 33% on the first bill of $226 and violated Idaho/Federal law by not allowing me to make payments on all subsequent payments or working to collect payments before sending them directly to a debt collector without making an effort to collect payments and blocking me from making payments on the payment portal or by phone.  
  
  I am requesting the following from Wyndham:
  
  Removal of the 33% fees imposed by ********, totaling $160 in extra charges.
  Full access to the Wyndham/********* website and payment portal, enabling me to update my credit card information, create a payment account within their new system, and make payments for the supplemental and maintenance charges due at the beginning of November. Presently, all attempts to update payment information, establish a payment account, or make payments result in error messages or prompts to call Wyndham, and any calls to Wyndham are redirected to Pinnacle Debt Collections.
  
  ***NOTE***
  
  Today my nonexistent loan shows as "paid in full".  Yesterday, according to the account, I owed over $5700 on a loan I never took out.  This is just typical of the website errors.  I cannot understand how a massive corporation like Wyndham could do such a poor job on website design and have so many data errors unless it is an intentional move to make it difficult to use their resorts, intentionally confuse owners and exact extra fees. When I initially bought my timeshare from *********, prior to Wyndhams acquisition, I had no issues making payments or booking vacations and was very satisfied with my ownership experience and up until this issue, I have had no payment disputes with Worldmark. Since Wyndham's takeover, I have experienced significant difficulties using their website, spending countless hours trying to access the system and make payments online. Despite these issues, I am still required to pay for my devalued property and now face a 40+% surcharge on my maintenance dues (Worldmark and Pinnacle Fees) as well as their supplementary quarterly fees they are now imposing on top of that. I suspect that Wyndham may have a mutual arrangement with Pinnacle that benefits from these excessive fees, which, coupled with aggressive and misleading sales tactics, diminishes the vacation experience and leads to constant harassment while at their resorts.

  Business Response

  Date: 11/26/2024

  BBB Case #: 22552375
  Customer Care Case #: ********
  
  Dear Contact:

  Thank you for notifying our office of the concern filed by ****** *****. After reading the concern, we have determined this is a Wyndham Vacation Ownership concern. Wyndham Vacation Ownership and Wyndham Hotels & Resorts are two different entities. I have escalated this again along to Wyndham Vacation Ownership who should be reaching out to you regarding your concern. They can also be reached directly by contacting ************** or via their website at ************************************.
  
  Thank you, 
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts. Inc.

• Initial Complaint

  Date:10/31/2024

  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.

  We are here on business, my husband is on a shutdown at the ************* plant. This is or 3rd year coming to this plant 3 times a year. Our first time using Days Inn as their isn't many options here. We had stayed several nights here off and on as we stayed in *********** some to be in nicer area even tho further away. I booked our last 3 nights here and paid online when I checked in she charged my credit card another $50 saying we left room dirty, more than we paid for a nights stay. I assure you we did not leave it dirty to the amount of $50 as all trash was in it's place. As I said my husband comes in from 12 hour shift cleaning precips at power plant and he is covered head to toe in flash. A real dusty powder. He takes his shoes and shirt off outside to help the mess but he very well can not take his jeans off outside. It is nothing a vacuum and damp rag can't clean. I asked for copy of that receipt she said she couldn't give me that one, as one will be emailed. We'll you can see it doesn't say anything. I believe vacuuming and wiping disinfectant is mandatory so why was I charged $50 extra dollars as nothing was said till I came to check in so it was pay $50 or refuse and lose $146.22 I payed for rooms already with no refund.

  Business Response

  Date: 10/31/2024

  BBB Case #: 22495765
  Hotel Site #: 11703
  Customer Care Case #: ********
  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ****** ****** at the Days inn by Wyndham 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 November 4, 2024. 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, Customer Care
  ********************************************** & *************

• Initial Complaint

  Date:10/20/2024

  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.

  This complaint is to address the unsafe and unsanitary conditions of the Baymont in ********** during recent visit, 90982EE014035. Numerous attempts have been made to solve this issue amicably and no response has been had other than 2 pieces of correspondence from the franchise/management who reduced any valid claim to nothing of substantiation. Baymont should be ashamed of this hotel location with broken windows, stolen vehicles around the property, non working air conditioning in 102 degree weather, broken furniture, and unclean bathrooms and bedding. I am writing to request this issue is rectified with a refund in the equivalent of how these rooms were paid and an offer to acknowledge the lack of concern shown by this franchise. This will become a legal concern if this matter is not resolved, demanding the cost of filing and fees also. Booking a hotel with promises of sanitary conditions and not receiving it is a clear violation of the contractual terms and I will not be subjected to Baymont's negligence at my expense.

  Business Response

  Date: 10/22/2024

  BBB Case #: 22447146
  Hotel Site #: 56871
  Customer Care Case #: ********

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

  The Baymont by Wyndham 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 Baymont by Wyndham is solely the licensor of the Baymont by Wyndham trademarks and service marks to independently owned and operated Baymont 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.

  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,

  Michele 

  Liaison, Customer Care

  ********************************************** and Resorts 

  Customer Answer

  Date: 10/22/2024

  I am rejecting this response because: As a gesture it is appreciated but this hotel owner has not made an attempt to rectify the issue and 7500 points would not even cover one day. I would like the point total to be equivalent to the length of the stay simply as a refund for the issue. In addition, something should be done to apologize for the issue. A full refund of all points used on this trip and the ***** additional would be my solution 

  Business Response

  Date: 10/22/2024

  BBB Case #: 22447146
  Hotel Site #: 56871
  Customer Care Case #: ********

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

  The Baymont by Wyndham 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 Baymont by Wyndham is solely the licensor of the Baymont by Wyndham trademarks and service marks to independently owned and operated Baymont 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, this equals one free night at a Tier 1 property, this property is a Tier 1 property. Please work with the property if you are looking for further compensation. 

  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,
  Michele 
  Liaison, Customer Care
  ********************************************** and Resorts 

  Customer Answer

  Date: 10/22/2024

  I am rejecting this response because: the issue is I stayed at the hotel for multiple days and ***** days does not even cover the length of the stay. The hotel was unsafe and unclean and needs to be investigated and I am fully committed to bringing it to the attention of local authorities. I want a refund for the stay that inhibited my health and safety during my stay and the ***** points can act as a courtesy for the inconvenience to my account under phone number ************ but this solution of only ***** points for this stay is unacceptable and disrespectful 

• Initial Complaint

  Date:10/07/2024

  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.

  Super 8 is listed on *************************** as having free breakfast and being a 100% smoke free hotel. As soon as you walk in you are greeted with a terrible smoke smell - worse than the inside of most smoke shops - you can tell it has always been smoked in. There is immediately a sign that says theres no breakfast. We get inside and are greeted with large dogs barking at us and on our way to our room someone dogs are pulling away from them as they tried snapping at us. The room is in disarray, shower tiles are broken and dangerous, the peepholes are filled in with something so we cannot use them, the chair was disgustingly stained. This place made us feel unsafe from the minute we walked in. We walked out the nearest exit and attempted to call the front desk multiple times on our way to the post ****** concert we were staying for. The hotel never answered the phone. We were forced to book the *********** across the street to stay in as we did not feel safe. The front desk did not address our concerns at any stage before during or after contacting them after leaving the property. We have some photos of the property that do not match the photos listed on the *************************** listing. Please assist.

  Business Response

  Date: 10/11/2024

  
  
  BBB Case #: 22390988
  Hotel Site #: 08557
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** **** at the Super 8 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 14, 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
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:10/01/2024

  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.

  Stayed as a single traveller, September 26/24, showered, shaved. Went to bed around 10pm, breakfast at 6am, departure for fire training that day. Arrived directly home September 27th evening. No symptoms until the following day when the open sore appeared, same area as shaved and the skin had razor burn. It has manifested to a contact bacterial infection, meaning the open skin from the razor burn opened a portal to allow the bacteria to proliferate. I have presented to my doctor with this formal diagnosis and have been prescribed antibiotics to be taken 4x/day for 7 days. The hotel has assumed no responsibility and has questioned my personal hygiene habits. The ** of the property showed no regard to listening and allowing me to explain myself. He was abrupt, calling me irrational and illogical. He asked for 100% that it was his bed linens that have caused this, explaining that they have proper cleaning protocols in place however proof of someone monitoring this and specifically watching how the cleaning is being done remains unknown.Full refund is being requested from the property.

  Business Response

  Date: 10/03/2024

  BBB Case #: ********
  
  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 ************************************ and I will personally help address the guest's needs.

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

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because: 

  I am following up with the information as requested:

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

  Confirmation #*****EE038807

  September 26, ****** night

  Room #***

  Thank you,

   

   

  Customer Answer

  Date: 10/03/2024

  The Wyndham requested the name & address of the property which I neglected to include in my reply:

  Super 8 by Wyndham

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

  ***********, *******

  L5T 2W4

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

  Business Response

  Date: 10/03/2024

  BBB Case #: 22366255
  Hotel Site #: 15414
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***** & ******* ******* at the Super 8 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, we feel the best resolution will be achieved by direct communication between the property management and the guest. Wyndham customer care unfortunately, does not have the ability to approve or issue monetary reimbursement as we do not have access to the properties billing system. It is in the properties discretion if they wish to refund the guest.
  

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

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

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because:   

  Thank you for the quick reply. Unfortunately if we had found resolution between ourselves and the property manager we would not have had to reach out through this platform. We understand that each property is owned as a separate entity however they still hold the Super 8/Wyndham representation. The property manager was nothing but rude and accusatory. We asked to speak with the owner of the property ***** ****, he advised this would not be allowed. I also asked if he was located on site and he advised that was none of our business to know this. I believe that as a ************* representative, you would want to reach out to the property and hopefully find some resolution. Your time and efforts are appreciated.

   

  *******, ****** Q Travel

• Initial Complaint

  Date:09/19/2024

  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.

  While waiting for an insurance adjuster to complete my property vandalism, robbery , and destruction of my home I was limited to accessible funds which led to the reservation at ******************************** on **************************** phx Az from August 26 to the 9th of September. I was unaware I had a curfew until arriving via **** from work I was stopped and harassed with intimidation to be removed if I not only stated my name the registered ************* n then said I need to inform them of me arriving via **** n when after curfew Day 2 while arriving at 630 from work I was greeted at the door by staff stating I need to leave there was a domestic dispute complaint around 4 which I stated I was at work which I was told unless I have proof which I had to provide my work schedule hour time card along with my **** receipt followed up with a picture of what they said was a bruise on my face( I take medication for my skin which if sun exposure occurs leads to peeling in a scab form) I hate pictures n then to document my face n the blemishes I am insecure with just to not be threatened by staff. Day 3 while at work I called my spouse at the room only I was sent to desk I asked for room number and stated name of registered guest. Then I was asked who I am and when I said a person calling room ************ the response was ur name or I wont transfer the call. This went on 2 or 3x followed with state ur name or guest in room 251 will be vacated without reimbursement. By now Im very anxious n my ptsd of being without shelter again and full privacy violation I stopped working for the time at the hotel I paid for as well as fearing at anytime or any minute they will find a new harassment technique so I called the corporate office filed a complaint and have called 2x following only to have no reply. At this point Im afraid to work ,concerned about leaving for food or basic needs with an **** or curfew violation so for my own security I remained in room until departure

  Business Response

  Date: 09/20/2024

  
  BBB Case #: 22312049
  Hotel Site #: 52782
  Customer Care Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******** ********/ **** ******** at the ********* 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, 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.
  
  If your offices require more information on this matter, please contact me directly at **************************************************************.
  
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:09/17/2024

  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.

  June ******* booked 3 nights at ******** by Wyndham ********************** ********************************.. Stay dates were July *****, 2024.When we arrived the hotel was a dump and UNSAFE to stay in. Garbage all over outside, BURNT outlets in the room, holes in the walls. Went immediately down to front desk and asked for a different room. Hotel said no that they were booked. I voiced my concerns and wanted a refund. They said that I was to late to get a refund for July 11. I informed them that I would be checking out in the morning and would like a refund for the next two nights. In the morning I kept being told that I could not check out without a Manager's approval. Hotel kept telling me since the time of check in, that the manager would be on property soon. I turned in my hotel keys at 10am on July 12 and they told me to come back later to speak to manager. Arrived back at hotel at 5pm July 12 and they said that the manager was still not there and I was out of luck and would NOT be getting a refund. The front desk personnel was very rude. NOTE: THEY HAD ALREADY RENTED OUR ROOM OUT TO ANOTHER PARTY SO EVEN IF I WANTED TO STAY, I COULD NOT!!!I contacted Reservation Desk and they also tried numerous times to contact hotel manager and they also got the run around. Reservation Desk said that I was entitied to a refund.I contacted Wyndham Hotels on July 28, 2024 and filed a complaint with them also. Wyndham customer care opened a case and reference number is #********. They said they would reply with in a week. I still have not heard back from them.WYNDHAM RESERVATION CONFIRMATION #*****EE012336. ITINERY #R4982996667

  Business Response

  Date: 09/18/2024

  Case #: 22300610
  Hotel Site #: 06334
  Customer Care Case #: ********

  Dear Contact:

  Thank BBB you for notifying our office of the concern filed by ******* ***** at the Days Inn by Wyndham 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 September 23, 2024. 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,Customer Care
  ********************************************** & Resorts

  Customer Answer

  Date: 09/19/2024

  Providing that the property manager really does contact me by Sept 23, I am open to conversations with them. However, their track record has been that of running me around in circles, not being available when I was told to meet with them, they blame ME for the problem. I will be very surprised if they do contact me. Id like to keep my case open until Sept 24.

  Thank you

• Initial Complaint

  Date:09/16/2024

  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.

  Checked into the Wyndham **************************************** in **********, ** on Friday 9/13/2024. booked my stay on **********. The photos look nothing like actual hotel. It is run down, old & dirty. The bathroom in the room was dirty. I asked someone at the front desk to send a housekeep to clean the *************** told me it would be a while so I told them I would be out of the room for a few hours and they could come up whenever they were available and no one ever did. There was mold around the shower, the light switch in the bathroom was missing a switch. The plastic baseboards were coming off the wall. The walls near the beds were dirty. The computer chair in the room had dirt and stains. The remote to the tv was dirty. The room and the hotel was not satisfactory at all. The bathroom toilet didnt flush and I had to ask a housekeeper for a bucket of water to flush the toilet. I stayed in room 233 and the room next to me in 235 was super loud and obnoxious the entire night. At 4am I was woken up by screaming and fighting from the people in that room. The police were called but they did nothing. I spoke to the front desk agent at check out on 9/14/2024 (his name is *****) and expressed my dissatisfaction with my stay. ***** appeared to be typing but was not looking at the keyboard while typing. He told me that he wrote down my concerns and would give it to the manager the next day and to contact ****** for any compensation. I contacted ****** that very second and was told I would have to speak with the hotel manager and someone would call me today (Monday 9/16). No one ever called and I called the hotel twice and spoke with ***** and he hung up on me both times while pretending to put me on hold to transfer me to the manager ***** I called Orbitz and they also called the hotel where they were also hung up on as well. Theyre avoiding my calls. I called Wyndham customer service number and receive a reference #******** I would like some of my money back for this stay!

  Business Response

  Date: 09/17/2024

  
  
  BBB Case #: 22294956
  Hotel Site #: 49325
  Customer Care Case #: 08161817
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Ashley Bradley at the Wyndham Garden property in Greensboro, NC.
  
  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 September 20, 2024. As a company, we’re 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 [email protected] and I will personally help address the guest's needs.
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

  Customer Answer

  Date: 09/21/2024

  I am rejecting this response because:  today is Saturday 9/21/2024 and I have not been contacted by anyone about my issue 

  Business Response

  Date: 09/23/2024

  
  BBB Case #: 22274169
  Hotel Site #: 49325
  Customer Care Case #: 08161817

  Dear Contact, 

  Thank you for contacting Wyndham® Customer Care.  We
  sincerely apologize that your expectations of Wyndham®’s high standards of
  guest service were not met.  We appreciate the time you took to let us
  know where we need to improve. 
  The Wyndham® 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
  customer’s expectations.  This is to advise you that Wyndham® is solely
  the licensor of the Wyndham® trademarks and service marks to independently
  owned and operated 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 3,000 Wyndham Reward points
  -- enough for one highly discounted night at any Tier 2 Wyndham Rewards hotel worldwide. 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 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. 

  Thank you,

  Michele

  Liaison Customer Care 

  Wyndham Hotels & Resorts

  
  

  Customer Answer

  Date: 09/23/2024

  I am rejecting this response because:   I would like a partial refund. Not any points. No one ever called me from Wyndham Greensboro OR the Wyndham customer service number that I also filed a claim with. No one ever called me back from Orbitz either. I paid $122 I would like some of my money back.

  Customer Answer

  Date: 09/30/2024

  The company said I would get a call on or before 9/20/24 and it’s been 10 additional days and I haven’t heard from anyone

  Business Response

  Date: 10/10/2024

  
  
  BBB Case #: 22294956 & 22274169
  Hotel Site #: 49325
  Customer Care Case #: 08161817
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Ashley Bradley at the Wyndham Garden property in Greensboro, NC.

   We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. Customer Care has resolved the situation with the guest via a check in the amount of $60.89 on October 7th.  Please see guests' response below. 

  Thank you very much. My name is Ashley Bradley, and my address is 3268 Berea Rd, Unit 1, Cleveland, OH 44111. I appreciate you addressing my concerns. I really appreciate us coming to a resolution. You guys have been very attentive and understanding! Thanks again!  (BBB case # 22274169). Ashley was advised it could take 2-3 weeks to receive the cheque through US Postal System.  

   If you need any more information on this matter, please contact me directly at [email protected].
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379