Business Profile

Hotels

Wyndham Hotel Group

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Complaints

Name: Wyndham Hotel Group
Address: 1011 S. Akard, Dallas, TX, 75215, USA
Telephone: (888) 675-3379

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

Customer Complaints Summary

113 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:09/06/2024
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.
Was originally checked into Room #***, which had the strong odor of marijuana. My wife, who is allergic to marijuana, could not even enter into the room. Was changed to Room #***. We discovered feces stains under the A/C unit after I stepped on a dried turd, (see attached photos). The bathroom had a strong odor of urine. We checked out because of unsanitary room situation. We have been refunded 15000 rewards points we used pay for the room. Wyndham Rewards have offered another 3000 points, which is not enough additional compensation for this unsanitary condition. Neither Wyndham Rewards or the Property Management seem to understand the health hazard of the situation. Compensation should have been another 15000 rewards points.
Business Response
Date: 09/09/2024

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

Dear Contact:

Thank you for notifying our office of the concern filed by **** ***** at the La Quinta property in San Antonio, 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.

Customer Care has given the guest as a goodwill gesture from Wyndham 15,000 Points. Please work with the property if looking for further compensation.

If your offices require more information on this matter, please contact me directly at *********************.

Michele
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: ************
Customer Answer
Date: 09/09/2024
I am rejecting this response because: The Business has not contacted me. The Manager refuses to answer the phone when I have called twice. I have only been reimbursed the rewards points that I used for the getting the room that night. NO COMPENSATION! for the unsanitary conditions that were found in either of these rooms. This nonsense about the property being a franchise is not acceptable. The property is a Wyndham property, therefore Wyndham should verify that these franchise properties are to Wyndham standards. I had to make several calls in order to speak to a Guest Relations Supervisor because first line Guest Relations personnel could not handle this issue. SO, reimbursement of my original points is not enough compensation for being placed in UNSANITARY ROOMS.
Business Response
Date: 09/09/2024
BBB Case #: ********
Hotel Site #: *****
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern
filed by **** ***** at the La Quinta property in San Antonio, 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. Wyndham Customer Care provided the guest with 15,000 Wyndham Reward points (equivalent to one complimentary night stay) as a one-time gesture of goodwill.
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 *********************
Melissa
Liaison,
Customer Care
Wyndham
Hotels & Resorts. Inc.
Initial Complaint
Date:09/03/2024
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.
08/19 i made a reservation through an application, when I arrived at the hotel it was 11pm which I was undecided about taking the room because the customer service did not I respected the price for which I had reserved the room, I paid more and I had to take another room because he told me that there were too many people for one room, I agreed to pay for the other room,Well my mother, my sister and 2 children are staying in a room, me, my 6-year-old daughter and a teenage niece in the other room, I arrived and my daughter and I went to take a shower, and When I go to sleep the Sheets were wet,I said what happened, my daughter stopped using pampers since she was one year old,so I went down to tell the customer service person that the bed was combed, and he only changed the sheet,instead I moved to another room,even though I spent the night there,I didn't want to bother them, but I felt damp and I literally didn't rest from the trip.The next day the cleaning lady comes and tells me that she forgot something,it was an earring that wasn't mine, that earring was under the sheets when they changed them, I told the cleaning lady It wasn't mine that was there and the sheets were dirty and the mattress was soaked with urine Which she said had been the maintenance man, when checking the sheets I saw that they were obviously urinated on, although they changed the sheets the urine passed through the blankets, my daughter and I slept in the Someone's urine and that was so disgusting and helpless, I'm paying to rest and I didn't get it, I went down and showed the photos and videos to the reservationist and his only excuse was that I gave 2 hours notice After I registered, he just said take a seat, they didn't resolve anything for me, not even an apology, he just ignored me, I left a bad review and he replied very upset that he was going to charge me For allegedly destroying his room, I have evidence that his room was delivered well, he did not return the deposit, and he was rude.
Business Response
Date: 09/03/2024

BBB Case #: 22216476
Hotel Site #: 08266
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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before September 6, 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: ************
Business Response
Date: 09/03/2024

BBB Case #: 22216476
Hotel Site #: 08266
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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before September 6, 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: ************
Business Response
Date: 09/03/2024

BBB Case #: 22216476
Hotel Site #: 08266
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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before September 6, 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:09/02/2024
Type:Product 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.
Dear Better Business Bureau,I am writing to file a formal complaint against Wyndham ********************************* concerning a reservation issue I encountered at ****************************************************** on August 31, 2024.I had made a reservation for one night at this hotel, using ****** points from my Wyndham Rewards account #**********. On the day of check-in, August 31, 2024, I received an email from the hotel around 12 PM informing me that they were unable to accommodate my reservation due to an unforeseen circumstance.The hotel offered no alternative accommodation, despite my immediate call to Wyndham customer service. Unfortunately, all nearby Wyndham properties were fully booked, leaving me with no other choice but to secure a last-minute room at the Hilton, which cost me $400 paid with points. The cancellation on the day of check-in and the failure to provide a suitable alternative or sufficient notice resulted in significant financial and emotional stress. I believe that Wyndham ********************************* should be held accountable for this issue and should compensate me for the financial damages caused by this cancellation.I respectfully request that Wyndham reimburse the $400 I was forced to spend on alternative accommodation and refund the ****** points used for the original reservation. Additionally, I would appreciate a formal apology for the inconvenience and stress this situation caused.Thank you for your attention to this matter. I hope for a prompt resolution and will await your response before considering any further actions.Sincerely,************************* *******
Business Response
Date: 09/03/2024
Case #: 22229659
Hotel Site #: 53800
Customer Care Case #: ********
Dear Contact:
Thank BBB you for notifying our office of the concern filed by ************************* ******* at the ********* 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 September 6, 2024. As a company, were committed to delivering a great experience with every stay with us.
*****
Liaison,Customer Care
********************************************** & Resorts
Customer Answer
Date: 09/06/2024
Dear Better Business Bureau,

I am writing to formally reject the response provided by Wyndham Hotels & Resorts regarding my case (#********) and customer care case (#********* involving the cancellation of my reservation at ******************************************************************, ***

The hotel canceled my reservation just one hour before check-in, leaving me without accommodation in *************. I believe that since the reservation was made directly through Wyndham, it is Wyndhams responsibility to ensure their properties honor confirmed bookings or provide an immediate alternative. The response stating that the general manager would contact me by September 6, 2024, is not only insufficient but also ineffective, as I did not receive any call or communication from the hotel.

I request that Wyndham directly resolve this issue and provide appropriate compensation for the additional costs and inconvenience caused by their breach of contract and failure to follow up on their commitment.

Sincerely,
************************* *******
Business Response
Date: 09/11/2024

BBB Case #: 22229659
Hotel Site #: 53800
Customer Care Case #: ********
Thank you for contacting La Quinta by Wyndham ************** We sincerely apologize that your expectations of ********* 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 ********* 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 La Quinta by Wyndham is solely the licensor of the ********* by Wyndham trademarks and service marks to independently owned and operated ************* by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.
We understand that your experience may have impacted your overall impression of our brand, and for that, we are truly sorry. Once again, we apologize for any inconveniences or discomfort you experienced during your time with us.
Thank you for bringing these matters to our attention, and we hope to have the opportunity to welcome you back and restore your faith in our hotel.
As a gesture of goodwill, we would like to offer you 30,000 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.

Sincerely,

Wyndham Hotels & Resorts Customer Care
Customer Answer
Date: 09/11/2024
Dear Wyndham Hotels & Resorts Customer Care,

Thank you for your prompt response regarding my recent experience with ************ Wyndham. I appreciate your gesture of goodwill and would like to accept the offer of ****** Wyndham Reward points.

Please find my Wyndham Rewards member number below for processing:

#*********D

I look forward to receiving the points and appreciate your effort to make things right. I hope for a more positive experience in the future with Wyndham Hotels.

Best regards,
Initial Complaint
Date:07/26/2024
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.
My Wyndham Reward number is *********E. I am unable to use the nearly ****** points in my account. ********************** informed me that my account is under review. Even after more than three months of review, I still cannot use my points. Wyndham provided an email asking me to provide recent stay folios to assist in the investigation. Firstly, I do not have the habit of requesting and keeping folios from the hotel. Secondly, if Wyndham is conducting an internal audit, they should verify with the hotels themselves, not require consumers to assist. Please help me refuse Wyndham's unreasonable request and resolve the issue of my unusable points.
Business Response
Date: 08/15/2024
Hello,

Due to the inability to verify the stays without the folio
or detail from the hotel in question we cannot release the account or the
points.

Please work with the team that requested the information in
order to gain access to your account.

Sincerely,
Lizzie
Customer Answer
Date: 08/15/2024
I am rejecting this response because: I've already upload the folio they required to their e-mail 2 weeks ago.
Initial Complaint
Date:07/14/2024
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.
On 7/09/2024 I booked my first night at the Wyndham Garden Hotel in **********, ** using a 3rd party booking agency. The front desk attendant attempted to charge me double for a soda, but it was declined because I only had the amount needed.On the 10th I extended my stay by one night, however I used a booking agency this night as well. I was charged an additional deposit, because this was considered a new booking. I reluctantly agreed. That was around 10:30 am. Before 3pm that day, my door was unlocked 4 times after I requested house keeping stay out of my room. 3 of those times I was in the room. The 2nd time of the 4 I was not in the room. I only know that that specific time occured because they didn't close my door all the way. I know for a fact I did not leave it open because I made a specific point to close the door all the way because it didn't close all the way the very first time I entered the room. Throughout all of this I made complaints and when I asked for a manager, I was told that a manager would not be on the premises until 3pm on a Wednesday afternoon. The sales director was extremely rude, and treated me as if I were trash, asking me if I was paying by the day. Unsure what that mattered, I explained that I had just left my boyfriend and did not know where I was going to go or how long I might be staying there. She became downright disrespectful. The manager, when I was finally able to speak to him was also disrespectful, I asked for my money back, I was leaving this hotel, and when he asked me if I knew the money wouldn't be returned for 5-15 days I was very insulted. These people treated me as if I was a drug addict looking for a fix. I am still trying to get my money back from the booking agency because these people logged it as a cancellation and their cancellation policy is to keep 100% of the money. I have never been so disgusted by an establishment. I will not be staying at any Wyndham hotel ever again.
Business Response
Date: 07/16/2024
BBB Case #: 21986941
Hotel Site #: 49325
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ********************************* at the Wyndham Garden 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.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ************************************
*******
Liaison,Customer Care
********************************************** & Resorts. Inc.
Initial Complaint
Date:07/03/2024
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.
On March 16th, I stayed at one of the hotels of Wyndham group and having registered for the group wide promotion which will credit ***** points to your account for 4 night stay worldwide. I did have a 4 night stay and the points was credited to my account.While in May, when I am trying to redeem the points, I found myself unable to book a reward stay both at apps and website. Then I call the customer service line and the agent did help me score 1 reward stay, however my booking was cancelled shortly after.In June, I emailed the diamond member customer service email-box for the issue, I am still unable to book a reward stay. But the reply is quite annoying, saying my account has been flagged for review and asked me to send government issued picture ID and a clear photo HODING MY ID.I don't understand how the agent could ever ask for those private photos and I am surely unwilling to provide so.Since the points has already credited to my account by the ********************, I accordingly do not need self-certification.So I am asking the BBB to solve the problem relating to my account and ask the ********************** credit for is loyalty program.
Business Response
Date: 07/09/2024
Hello *******,
Thank you for reaching out with your concern.
All Wyndham Rewards accounts go thought a review and we may need further information to complete the review.
To be able to release your account we would need copies of the receipts for the stays posted to your account and a copy of your government issued ID. Once this has been sent to *************************************** and the account information reviewed, it would be at that time the account would be released.
***
Initial Complaint
Date:06/14/2024
Type:Product 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.
Stayed at the Wyndham Hotel branded ******** in ********, ** from 5/25 to 5/29/2024, we had two rooms. This was the worst experience we have ever had at a Wyndham Hotel. Contacted the hotel staff regarding the problems, they did ABSOLUTELY nothing! They did however send us a form letter stating we should expect a "world class stay" at Wyndham properties. I also contacted Wyndham several times via their website and by telephone, all we have received so far was a complaint number and a form email stating they would contact us within 48 hours for resolution. It's been well over 48 hours, in fact it's been over a week. Let me tell you what we experienced. That hotel was a horrible, terrible, awful place. There was drug dealing in the parking lot. Gunfire in the parking lot. Mouse infestation. No operational elevators, No operational ice machines, in fact, not only were they broken, they were covered in mold. No hot water. I found both live 9mm rounds (bullets) and spent shell casings in the parking lot. Filthy, disgusting pool water. This place is worse than a homeless shelter under a freeway overpass - no exaggeration. I have contacted the ********************************************************, Health and ***************** How Wyndham can let this property represent the Wyndham name is beyond me. In fact, I'm not sure how ******************************* allows it stay open. Advised the hotel staff of the situation, they were UNRESPONSIVE, flip and didn't care, it's obvious they were not at all surprised. After reading multiple hotel reviews, we learned that this is the "status quo" for that location for at least the past year, possibly longer. Please see the attached photos of the hotel property. "World class stay", take a look at the conditions of this hotel and tell me in what world this would be considered "world class"? I demand a refund. This hotel was unsafe, not what we paid for or expected from a Wyndham property.
Business Response
Date: 06/17/2024
BBB # ******** & BBB # ******** (Guest has setup two BBB cases)
Site ID # *****
Customer Care Case # ********
Thank you for contacting ********* by Wyndham ************** We sincerely apologize that your expectations ********* 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 ********* 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 ********* by Wyndham is solely the licensor of the ********* by Wyndham trademarks and service marks to independently owned and operated ********* 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{s} or 5 highly discounted nights at any Wyndham Rewards 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
********************************************** & Resorts Customer Care
Customer Answer
Date: 06/17/2024
There is no response from the business attached to the correspondence you sent to act upon.
Customer Answer
Date: 06/17/2024
I am rejecting this response because:
We spent multiple nights at this hotel and every member of our group literally took our life in our hands by staying there based on our high expectations from the Wyndham brand. Wyndham let us all down - big time. How Wyndham can endorse or provide its good name and reputation to this property is beyond me and the other members of the group that stayed with us. This hotel stay did major, lasting damage to the Wyndham brand with all of us. The offer of ****** points is nice, but barely covers the emotional trauma of the days spent at this hotel. Please understand, it was so bad, we all stayed away from the hotel except to sleep, nobody in our group wanted to be there, it was that BAD!!!! If we had been able to get a refund, we would have booked elsewhere and stayed there. This trip was ruined by the accommodations provided by Wyndham. If you don't believe us, I would encourage executives from Wyndham to stay at this hotel for a few nights or even one night. I'm pretty confident, they would take action by either disassociating the Wyndham brand from the hotel or ordering a complete renovation of the property, along with 24/7 on-site security. I think a fair resolution would be at LEAST ****** points in return. Please remember, we had two rooms during our extended stay at this property.
Business Response
Date: 06/17/2024
BBB # ******** & BBB # ******** (Guest has setup two BBB cases)
Site ID # *****
Customer Care Case # ********

Thank you for contacting ********* by Wyndham ************** We sincerely apologize that your expectations ********* 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 ********* 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 ********* by Wyndham is solely the licensor of the ********* by Wyndham trademarks and service marks to independently owned and operated ********* 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{s} or 10 highly discounted nights at any Wyndham Rewards 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
********************************************** & Resorts Customer Care
Customer Answer
Date: 06/17/2024
I have reviewed the business response and accept this resolution.
I very reluctantly accept the ****** points to put an end to this dispute and put the entire matter behind us. As requested, our Wyndham account number is: **********. I certainly hope that someone from Wyndham corporate staff takes the time to not only visit, but experience what the ******** property in ********, ********* is actually like. It is my firm belief that if corrective action is NOT taken by corporate, someone is going to die there and Wyndham will be dealing with litigation over the matter for years to come. The hotel is not only unsafe, but unsanitary and unwelcoming.
Business Response
Date: 06/18/2024
BBB # ******** & BBB # ******** (Guest has setup two BBB cases)
Site ID # *****
Customer Care Case # ********
Dear Contact.
We have deposited ****** Wyndham Rewards points into your member account. Please allow up to 24 hours for the points to be viewable online. If you wish to redeem the points now, you may contact Wyndham Rewards at **************.
Kind regards,
*******
Liaison,Customer Care
********************************************** & Resorts. Inc.
Initial Complaint
Date:05/18/2024
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.
I made this reservation through Booking.com, I requested a handicap room, and also messaged the property if a handicap room was not available to please inform me, I received no such message.My wife and I checked into the hotel on May 14th, the first room given to us had a shower that could be only utilized by climbing into a bathtub. 100% not possible.The second room, as shown by the photo's, I cannot enter my wheelchair, also the shower had a high step. I feel that I do not need to disclose my disability, suffice to say I have little to no use of my lower legs.The first photo, shows how incredibly small the room is, 100% useless for disabled people.
Business Response
Date: 05/21/2024

BBB Case #: 21730564
Hotel Site #:
Customer Care 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
********************************************** & Resorts, Inc.
Office: ************
Initial Complaint
Date:05/17/2024
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.
Wyndham oversees the Travelodge in *******, **. Upon arrival with my 87 year-old mother on 4/20/24 (her birth-day!), I entered into the lobby that was filled with a horrendous amount of safety and health violations. There was debris everywhere. There was no breakfast area for the advertised continental meal in the morning. The entire lobby appeared to be under construction. They had wires hanging from the ceilings, drop-down tiles removed everywhere and a variety of other issues. I have pictures. I hoped that this would be in the lobby only, however, upon entering to our floor, we came off an elevator (only 1 of 2 working) and was greeted with black mold in a picture frame, ceiling tiles again missing or broken or filled with dirt, a metal-framed door that was exposing the sheetrock, metal and what I would believe *** have been asbestos as well as a pair of a worker's pants lying on the floor. There were no fire exit signs and sadly, the room was no better. There was no phone, a chair that was from the 1900's, a bed with no springs and other issues in there there as well. I called Wyndham immediately and filed a complaint and asked that they move us to another facility. They could not help. If I did not have my mother with me, I would have slept in my car. I attempted to call 10 other hotels, all booked. We checked out the next day. Upon return to our home, I have been trying to reach the headquarters in **********. Once again, to no avail. No one answers the phone lines and no matter which option I choose, I cannot leave a message or speak with someone. I have since contacted the ************* of ****** as well as the fire commissioner. This building should be condemned until it has been FULLY renovated.
Business Response
Date: 05/20/2024

BBB Case #: 21725908
Hotel Site #: 50472
************* Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ******************************* at the Travelodge property in *******, ***

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 $103.16. The properties are independently owned and operated we do not have access to their billing systems or the capability to issue a refund back to a credit card.Please allow 2-3 weeks to receive the check through the US Postal System.
Our sincere apologies for this experience.

If you need any more information on this matter, please contact me directly at ************************************.

*******
Liaison, *************
********************************************** & ******** **************** ************
Initial Complaint
Date:05/13/2024
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.
On April 19 through the 21st, I stayed at a Wyndham ********* property in ****** ***** There was a jazz festival that week so the availability was limited and I found a rate in the mid $200 per night range at this property which normally runs less than $100. Had no problem at arrival checked in fine. Everybody was nice lots of kids in the building from a local high school in *****. Quickly realized the hotel was full of band kids and tried to use the hot tub that night. It was full of people which is fine However, what was not OK was the ability to roam free throughout the hallways at all hours of the night which my wife was not able to sleep well, considering the walls. Two different occasions our door was knocked on, which is not fault of the hotel however, someone should be monitoring the activity. The next morning, I went downstairs to complain, could not find somebody at the desk, which I then proceeded to find her outside having a cigarette with her boyfriend. I walked out there. They were in deep conversation about relationship stuff and just let it go Went back inside to try to go have breakfast, which is included in our ridiculously high amount for that hotel only to find that everything was out of stock and the kids have basically eaten through all your rations. Knowing that you have a house full of kids and what they do I am shocked at the hotel, not proactively stocking the Breakfast. The machine was on the *****. The hotel lobby was dirty as was the elevator up to our third room floor. This continued for two days. my wife and I decided to check out a day early because we couldnt sleep and the band was playing and practicing right outside our window at 8am! I received a call from Wyndham liaison which he proceeded to compensate for the two nights with a few thousand Wyndham points on my rewards card, Well, nice this doesnt even begin to cover tonight at a decent hotel! I would like a refund! This is not right!
Business Response
Date: 05/15/2024

BBB Case #: 21706302
Hotel Site #: 30420
Customer Care Case #: ********

Dear Contact:

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

To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before May 18, 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: ************
Customer Answer
Date: 05/15/2024
I am rejecting this response because:
this company misrepresents their product online and on their website. The mission statement and guarantee of quality is a lie as well.
This hotel and its employees lack the attention to customer service and experience.
I will go as high up on the food chain with Wyndham corporate as well as social media to warn other consumers of their practices and simply will not stop until this is resolved.
Thank You!
Business Response
Date: 05/15/2024
BBB Case #: 21706302
Hotel Site #: 30420
Customer Care Case #: ********

Dear Contact:
The general manager will contact the guest on or before May 18, 2024. As a company, were committed to delivering a great experience with every stay with us. The ** has sent communication to the guest via email, please have the guest reply to the email to further discuss the resolution offered.

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.

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Wyndham Hotel Group is NOT a BBB Accredited Business.