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

114 total complaints in the last 3 years.
32 complaints closed in the last 12 months.

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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:01/11/2024
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.
Reservations made for 1 night stay and parking on sight in front of hotel for ten days,Confirmed twice that parking in front of hotel was acceptable and was told yes, All this on their recorded line and verified by Wyndham.Upon arriving to hotel I was told I was unable to park on hotel property and would have to follow shuttle bus to offsite parking.All this within 9hours of flight departure, Tried calling Wyndham Hotel that evening and was told this matter wouldnt be resolved that evening.Phone calls at first were met with offers of **** Wyndham points for any inconvenience. Number of calls to Wyndham just caused more stress about the situation.I was the one who had to keep calling them back.Then on Tuesday January 9, **** ******** Service agent offered $45.00 dollar refund. I told them that was unacceptable for all the stress and anxiety caused. Then they offered $60.00. I told them the only acceptable offer would be a complete refund of $181.26. After they refused I mentioned my options available to me. File a complaint with the BBB, Word of mouth about how Wyndham handles and cares about legitimate customer complaints and a promise never to use a Wyndham Hotel and Resort property.Thank You
Business Response
Date: 01/16/2024
BBB Case #: 21120903
Hotel Site #: 49301
************* Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ********************* at the Wyndham Hotels and Resorts property in ***********, **.

We apologize we 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 $181.26. Please allow 3-4 weeks to receive the check through the US Postal System.

Kind regards,

*******
Liaison, *************
********************************************** & ******** ****
Initial Complaint
Date:12/31/2023
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.
Back in October 26, 2023 i made a itinerary ************** to Days Inn by Wyndham ************* Oceanfront-Boardwalk and address ************************************************************************. I send them part of my payment to them on Nov 10,2023 at 2 pm. I call the hotel two week before to see if they got the payment they said yes that they got my money. The balance was $30.00 that i own for my stay. The cost was total was $86.42. They took all my money off my card. I have send letter to headquarter and they told to call the property several times and haven't and haven't talk to the owner of the property. My mail was sitting in there mail box for two weeks.
Business Response
Date: 01/05/2024
BBB Case #: 21077910
Hotel Site #: 06077
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *********************** at the Days Inn property in *************, **. ********************** 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. We do not have access to their billing system.

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

*******
Liaison, Customer Care
********************************************* & ********************, ****
Customer Answer
Date: 01/05/2024
I am rejecting this response because: The property owner call me or write me back. That is bad business. The answer from the company.
Business Response
Date: 01/05/2024
BBB Case #: 21077910
Hotel Site #: 06077
Customer Care Case #: ********

Dear Contact:

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

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. We do not have access to their billing system.

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

*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Initial Complaint
Date:12/31/2023
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.
Received a text before xmas book a night get a night the best gift ever. Attached a link takes you to Wyndham booking. No rules page no disclaimer page no check box if agree. So I took text at face value been working myself to death cusp of holidays figured id disconnect relax. Big mistake. Check in spend most of day trying to get promo redemption. I couldn't even get anyone to acknowledge the deal existed wanted me to prove it's authenticity. Gave screen shot number text was from denied. On Wyndham site another promo book two nights get a free night. I do spend second day trying to get promo redeem but I'm now the question of verification. but I did get somebody to knowledge 1st deal which earn **** points but hotel im booked requires ***** points a night. She said I could get free night at one of your thousands of teir 1 hotels I said that's not the best gift ever but ok book me at nearest. She said ok you be staying in ******* *******. I'm in ****************. How can you have thousands be further than ******* from me. But didn't matter. Never got ****k points got another promo first one failed second one hasn't quite failed yet here comes promo 3 book 3 nights get triple points. So that should be 45k points it's still bogo just more which is better id go 5 for 5 and so on . Nope didn't get my points . In the end booked 3 nights spent 20hrs following weeks trying to get stay honored I got like **** points. I would have saved enough to pay for a night booking third party forgoing the points because they don't give points third party or first so it seems. I earned between 1 and 3 nights should be at a tier 2 hotel because who books mid level to stay down level. I would gladly meet in the middle at two nights at the Ramada I stayed in. The customer service agents seemed to be working remotely at home nothing wrong with that except they all acted like I was bothering them at home the lady with chickens inside her home was offended that I couldn't hear
Business Response
Date: 01/04/2024
Hello *****,
Thank you for reaching out with your concerns and I am happy to investigate.
I have reached out to the hotel to confirm your stay on 12/21/23-12/22/23 and was able to post the stay to your account. The *********************** show the stay on 12/22/23-12/23/23 as a no show and were not charged for that night. If you were charged for that reservation, you would need to send a copy of the receipt for us to be able to review any further.
When we offer a promotion,it is not specific to the hotel you are staying with. The promotion is for the number of points being offered. The points can then be used at one of the 7,500-point hotels or save them up to stay in one of our ****** to ****** point hotels.
I can confirm that you registered for the Earn 3x points up to ****** points on 12/23/23. This will be valid on any new reservations booked through Wyndham Rewards from that date until 1/12/24. Please keep in mind it can take up to 5 days after checking out for hotel stay points to post.
To view the full terms of this promotion you can visit the website:
Earn 3X Points | Wyndham Rewards (wyndhamhotels.com)
If I have missed something,please let me know and I am happy to follow up.

***
Wyndham Rewards
Initial Complaint
Date:12/28/2023
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 november 17 the 2023 i checked into the hotel using a veteran rate of $65 per night to visit my son who is stationed in the area, booing 2 nights. On the evening of the 18th i returned to the hotel only to find that there was another person in the room. I went to the front desk with the other person and the front desk said they checked me out because they hadnt seen me all day. They said they would only charge me for the one night and would email me an updated receipt, but they did not. When i got my statement I found that i was charged $147 for two nights and now wyndham hotels customer service and ********************** credit card are both telling me that i need to work with the hotel and the other, but the hotel isnt answering. I asked my son to go by the hotel and he indicated that the door is locked and no lights on. I called back to customer service and was essentially told that its not their problem and was essentially mocked for asking about reaching out to the bbb..
Business Response
Date: 01/04/2024

BBB Case #: 21066574
Hotel Site #: 53442
Customer Care Case #: ********

Dear Contact:

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

Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent La Quinta experience. You can count on our team to help resolve your concerns.

To aid us in resolving this matter, please reply with a copy of your full actual credit card statement showing the charges you incurred. You may also fax the documents to ************.

Please also send in a letter from your credit card company stating the status of the dispute.

As we do not have access to the property's billing system, we cannot verify the charges. Therefore, we request that guests send us a copy of their statement showing any charges from the property. For your security, we ask that you remove any personal credit card numbers. All we are interested in seeing is the name, the financial institution, and the charges from the hotel.

When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.

Thank you for your patience in this matter,

*******
Liaison, Customer Care

********************************************** & ******** ****
Initial Complaint
Date:12/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a room here on December 22nd and cancelled my reservation on December 23 at 7 pm . I spoke with manager *** and she refused to give me cooperate phone number and email and lie and refused to give me my money back. Lie about what time I cancelled my reservation and I got prove to show
Business Response
Date: 12/28/2023
BBB Case #:21054104
Hotel Site #: 17825
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ***************************** at the Baymont 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 December 31, 2023. 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. Inc.
Initial Complaint
Date:12/26/2023
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.
12/22/23 Booked a room through hotel.com website said cribs/infant beds available. We were traveling with a 2 year old with a bleeding disorder that was just released from ****** children's hospital and needed a safe place to sleep, that she won't get bumps or falls. Checked into hotel unloaded belongings and went to front desk to ask for a crib or infant beds, was told they didn't have any it was against the law, I asked why the website stated there was cribs available when I fact there was not, was told again it was against the law. It was suggested the baby sleep in the bed with someone or sleep on the floor (if you understand she can't do either of these). Obviously We can't stay here if they can't accommodate our stay. So I called hotels.com and asked for a refund and they had to get in contact with the manager who was out of town and off duty. Long story short and after being hung up on by Baymont inn in ******** when trying to figure out a suspicious charge to my card from them, I was denied a refund. I called and asked to speak with the manager who was going to be there on 12/25 and he didn't wish to speak with me but ended up speaking with me, I explained our situation and was still denied a refund he said cribs are available in particular rooms, but not the one we booked (lie) I asked for corporate number or owner number he said it's private owned and he is the owner, and hung up me. I'm reaching out to you for your help in this matter. I know the difference in right and wrong and this is definitely wrong and false advertising on their part. Please find it in you hearts to help us get our money back from these roadside robbers. We ended up having to drive 2 more hours and stayed in ********,MT that night and was treated very nice at the second hotel, that night . Please help us get this issue resolved.
Business Response
Date: 12/28/2023
BBB Case #: 21054006
Hotel Site #: 51115
Customer Care Case #: ********

I hope this finds you well.

Please accept our apology if the level of service received on this occasion fell short. We take all guest feedback incredibly seriously, hence why this complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.

Baymont by Wyndham located in ********, **, 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. If the desired resolution is that of a monetary one, you will have to work with that property directly to obtain that.

As a gesture of goodwill, we would like to offer ****** Wyndham Reward points - enough for one complimentary night stay at any of our tier 2 properties. If you have yet to enroll in Wyndham Rewards, you can do so here:

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

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

Kind regards,

******
Liaison, Customer Care
********************************************** & Resorts. Inc.
Customer Answer
Date: 12/28/2023
I am rejecting this response because:
I have spoken with the manager on 12/25/23 at the property and was denied a refund and was told cribs are available in particular rooms, no cribs are available or allowed according to staff in any room. I wish for a full refund of $117.52 . It may be owned by a franchise but Wyndham your name is on it as well and I hold you as responsible as the unhelpful Management.
Business Response
Date: 12/28/2023
BBB Case #: 21054006
Hotel Site #: 51115
************* Case #: ********
Hello Mandy,
Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs.We are sincerely sorry to hear we did not provide you with an excellent Baymont by Wyndham experience. You can count on our team to help resolve your concerns.

To aid us in resolving this matter, please reply with a copy of your credit card statement showing the charges you incurred. You may also fax the documents to ************.

As we do not have access to the property's billing system, we cannot verify the charges. Therefore, we request that guests send us a copy of their statement showing any charges from the property. For your security, we ask that you remove any personal credit card numbers. All we are interested in seeing is the name, the financial institution, and the charges from the hotel.

When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.

Thank you for your patience in this matter.

******
Liaison, *************
********************************************** & Resorts. Inc.
Customer Answer
Date: 12/28/2023
I am rejecting this response because:
I wish for a full refund. Here is the debit card information per your request.
Customer Answer
Date: 12/28/2023
Here is the statement as requested

Business Response
Date: 01/08/2024
BBB Case #: 21054006
Hotel Site #: 51115
Customer Care Case #: ********

Hello Mandy,
Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent Baymont by Wyndham experience. You can count on our team to help resolve your concerns.

To aid us in resolving this matter, please reply with a copy of your credit card statement showing the charges you incurred. You may also fax the documents to ************.
Mandy: We do require your actual credit card billing statement showing the charges from the property, when you receive it.

As we do not have access to the property's billing system, we cannot verify the charges. Therefore, we request that guests send us a copy of their statement showing any charges from the property. For your security, we ask that you remove any personal credit card numbers. All we are interested in seeing is the name, the financial institution, and the charges from the hotel.

When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.

Thank you for your patience in this matter.

******
Liaison, Customer Care
********************************************** & Resorts. Inc.
Customer Answer
Date: 01/08/2024
I am rejecting this response because: I've attached photos I would like a refund of ******
Business Response
Date: 02/15/2024
BBB Case #: 21054006
Hotel Site #: 51115
Customer Care Case #: ********
Hello Mandy,
Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent Baymont by Wyndham experience. You can count on our team to help resolve your concerns.

To aid us in resolving this matter, please reply with a copy of your credit card statement showing the charges you incurred. You may also fax the documents to ************.

As we do not have access to the property's billing system, we cannot verify the charges. Therefore, we request that guests send us a copy of their statement showing any charges from the property. For your security, we ask that you remove any personal credit card numbers. We cannot accept screen shots. We do require actual billing statement.

When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.

Thank you for your patience in this matter.

Michele
Liaison, Customer Care
********************************************** & ******** ****
Customer Answer
Date: 02/15/2024
I am rejecting this response because:
I have supplied the information requested and not resolution has been made.

Customer Answer
Date: 05/09/2024
No
Business Response
Date: 05/15/2024
BBB Case #: 21054006
Hotel Site #: 51115
Customer Care Case #: ********
Dear Contact:
We are sincerely sorry to hear we did not provide you with an excellent Baymont by Wyndham experience.
We have thoroughly reviewed your concern and we would like to offer a check in the amount of $117.52. Please verify your mailing address and your full name in your reply, and we will process your refund.
Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
*******
Liaison,Customer Care
********************************************** & Resorts. Inc.
Customer Answer
Date: 05/16/2024
I have reviewed the business response and accept this resolution.
I will accept a refund in the amount of $117.52
My information is as follows
Mandy Casto
************* W
******, MT 59925
Initial Complaint
Date:12/26/2023
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 checked into the La Quinta in ****, ***** on December 24, 2023 and checked out on December 25, 2023. I used my points on this stay and stayed in Room 204, which was a a suite with 2 Queen ***** I have stayed at this location many other times before but this time was very different. The hotel was very filthy and in need of repairs. Upon getting to our room, we noticed the couch and chairs were spill/stain and torn. The curtain ripped. The carpets were disgusting, looking like they had not even been vacuumed. There was mold in the bathroom as well, like very obvious black mold and not just a little. I could go on but you get the picture. The other issue was the elevator. We got on to go up and it would not go up. We panicked because the doors closed and it smelled of burning rubber. After pushing the door open button three or four times, the doors opened back up and we got off. We did let the front desk know. I am not sure if got fixed because we were not going to try again. That could be a serious safety issue waiting to happen. With the other issues, we did not bother complaining because the employees did not seem to care, whether it was checking in or out, or all around. I get it was Christmas too, so we just dealt with so we could spend time with the family we came to visit. However, it would have been nice to sleep in a cleaner environment that was not in disrepair. I just want this hotel to go back to the way it use to be clean, upkept, and friendly. I have uploaded pictures a few pictures i took of what was on our room for you to review. I am not sure of a resolution here since I used my points, but if I could get them back that would be nice.
Business Response
Date: 12/29/2023
BBB Case #: 21057418
Hotel Site #: 53201
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *********************** at the La Quinta by Wyndham property in **** South ******. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before January 2, ****. 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. Inc
Customer Answer
Date: 12/29/2023
I am rejecting this response because: I did not want to be contacted by the General Manager of this location because I feel like the they are not managing this property. This needs to reviewed at a higher level. There are health and safety concerns at this hotel that need to be addressed.The General Manager would obviously taken care of these issues already if these were a priority.
Business Response
Date: 12/30/2023

BBB Case #: 2105418
Hotel Site #: 53201
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *********************** at the La Quinta 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 2, ****. As a company, were committed to delivering a great experience with every stay with us.

The properties are independently owned and operated, we do have to give the property time to get back to the guest with a resolution.

Thank you,

*******
Liaison, Customer Care
********************************************** & ******** ****
Customer Answer
Date: 01/03/2024
I am rejecting this response because: I waited for a call from the General Manager and never received one. Corporate said it would happen on or before January 2nd and it is now January 3rd. They failed to resolve the issue.
Customer Answer
Date: 01/10/2024
I have not heard anything from the General Manager or the Wyndham corporate regarding this matter. I just wanted to keep this updated.
Business Response
Date: 01/16/2024
BBB Case #: 21057418
Hotel Site #: 53201
Customer Care Case #: ********

Dear Contact:

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

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 by refunding the ****** points back to her account. Our apologies, we did not receive January 3 or 10th notifications from the BBB.

Kind regards,

*******
Liaison, Customer Care
********************************************** & ******** ****
Initial Complaint
Date:12/22/2023
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.
I signed up for the promotion of X3 points and I stayed a total of 4 nights and was told that I was not qualified for the 3X points. I called 2 customer service representatives today between 3:30 pm-4:15 pm. The first rep put me on hold for 30 minutes and disappeared so I had to make another call and spoke to *******, the ******************* told me that I was not qualified for the 3X points because of the Go-Fast. My confirmations for the 4 nights that should qualify for the 3X points were 87016EE016585 on Nov, 28, 2023 for 1 night, 90836EE022570 on Nov 29, 2023 for 1 nights, and 88756EE026847 for Dec 8-9, 2023 for 2 nights. If this is how Wyndham treated its Gold level customers, I am leaving this hotel chain for good and will not stay at any of this hotel chain property again.
Business Response
Date: 01/02/2024
Hello *****,
Thank you for reaching out with your concerns.
I have reviewed your account and confirmed that you did earn the 3x the points on your reservation from 12/8/23-12/10/23 as there were no points used to book this reservation and the 2 nights stayed, we at the same hotel.
Where your stay from 11/28-11/29 in ********** & 11/29-11/30in ****** do not qualify for the promotion as they were not 2 consecutive nights at the same hotel and were booked using points for go fast reservations.
Please let me know if you have any other questions.
********;
Wyndham Rewards

Customer Answer
Date: 01/02/2024
I am rejecting this response because
1. Wyndham was not consistent with its promotion. Every time, there is a promotion, I have never received the points as advertised unless I have to call in and ask for it. The 3X points I earned on December ****, 2023 were the result of me calling in to inquire about it. In addition, The points credits were still short by over 300 points.
2. The 2-night stay in ********, ****** earned me **** points. With 3X points, I should receive an additional of ****x2=3,840 points but I didn't receive the correct points but fell short over 300 points.
3. There is no point to be a Wyndham gold member and the gold member level is not actually being recognized at the hotel level unless I have to point it out to the staff at the hotel myself. In writing, it appears that gold member has benefits but it does not give me anything. I stayed at the La Quinta in ***********, MA in May 2023 for several nights and was given a substandard room as a gold member status. Not until I let the hotel manager know and that was when the apology came for failing to recognizing me as a gold member of this hotel chain.
4. To require me to stay 2 consecutive nights at the same hotel on November *****, 2023 in order to earn the extra points per the 3X promotion, Wyndham attempted to control how my travel plan was done and I should have a freedom to stay wherever I want. I chose to stay both nights at both of the Wyndham hotels and that should be enough. There are plenty of hotels that I can stay in the future and they do not have to be one of the Wyndham hotels.
5. After I made a call to Wyndham, the staff always asked me to stay on the line to speak to someone about other travel promotion and promising for 500 points if I stayed on. I did stay on but never receiving the 500 points as indicated so this was a lie.
I am sick and tired with this hotel chain for trying to lure customers to stay at its hotel chain using all kinds of promotional strategies but in fact never delivers what it promises to its customer. I am very dissatisfied with the outcome and will not fall into any traps or any other promotional advertisements offered by Wyndham in the future.
*****************
Business Response
Date: 01/03/2024
Thank you for your reply and I am sorry for all the frustration you are going through with this.
Here are the updates to your Questions.
1. I have reviewed that you earned ***** points for that stay and the correct number of bonus points were added at ***** points. (**** x 2 = 3492)
2. Sorry, you do not earn bonus points on the Gold Accelerated Earnings. The promotion points are on the base number of points ****.
3. I am sorry to hear the hotel did not recognize your Gold level. Please keep in mind that the perks can vary from locations as they are independently owned and operated.
4. Where the nights that you stayed on November 28th and 29th were booked using points, these stays would not be eligible to earn promotion points even if you had stayed at the same hotel for 2 nights.
5. I am sorry to hear that our partner did not send you the points pack code for the 500 points. I regret to advise I cannot see this information as it was a partner. Please reach out to **************** with the date you were speaking to them so they can research your information and get a code sent to you if you were eligible.
Please let me know if you still have questions.
********;
Customer Answer
Date: 01/03/2024
I am rejecting this response because the business cannot reconcile my complaints.
Initial Complaint
Date:12/06/2023
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 used of the La quinta *************************** in ********, **************, ** on Nov 28 to 29. The noise & very aloud music from the right room didnt let me have rest & I woke up. The young ********** music heard until 4 am & hotel did not any reaction to my complaint.The indian young reception told me he is coming but he didnt. Then I went to the front desk & asked him to coming & listen it. When we came, they make it less noise but then after 5 minutes the aloud music started. I contacted again & he said he will coming & noticed to them but he didnt come. I was not able to sleep until morning. I tried to call to the cops but then I think it would not good for hotel reputation. I asked their manager in the morning but they told me he is not there & just they didnt care over the noise which was very amazed me. As I didnt have comfortable night to sleep becuase of aloud music in the middle of night, hotel needs refund what I paid for hotel that night.If you are looking the camera in your hotel, then you could find me out of my room for asking help from front desk.
Business Response
Date: 12/08/2023
BBB Case #: 06812245
Hotel Site #: 23996
Customer Care Case #: *********

I hope this finds you well.

Please accept our apology if the level of service received on this occasion fell short. We take all guest feedback incredibly seriously, hence why this complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.

La Quinta by Wyndham located in ********, **, 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. If the desired resolution is that of a monetary one, you will have to work with that property directly to obtain that.

As a gesture of goodwill, we would like to offer ****** Wyndham Reward points - enough for one complimentary night stay at any of our tier 2 properties. If you have yet to enroll in Wyndham Rewards,you can do so here:

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

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

Kind regards,

******
Liaison,Customer Care
********************************************** & Resorts. Inc.
Customer Answer
Date: 12/08/2023
I am rejecting this response because: I am so sorry as Wyndaham corporate office is very untruthful & mention incorrect information from this hotel. Wyndaham is corporate office for La Quinta Inn Hotels & on Tuesday 28 Nov,2023 when I called to their customer care they said that they care about my complaint and contacting with hotel & someone will back to me in week which it passed almost 11 days & none called me. They gave a conformation #, as well and now they are made up a excuses & mention to me this is a franchise which is not true, at all & this Corporation has authorities over their hotels. You can do reservation, booking, finding your hotel by your conformation, getting Whydaham rewards & more regarding La quinta Inn and other brand hotels like comfort inn, days inn & more and more. I just went to their website and see all these info which is under this corporate office for that hotel. If they offered points then they supposed to send to my rewards card. Did they do it???

I am rejecting this response because: I am so sorry as Wyndaham corporate office is very untruthful & mention incorrect information from this hotel. Wyndaham is corporate office for La Quinta Inn Hotels & on Tuesday 28 Nov,2023 when I called to their customer care they said that they care about my complaint and contacting with hotel & someone will back to me in week which it passed almost 11 days & none called me. They gave a conformation #, as well and now they are made up a excuses & mention to me this is a franchise which is not true, at all & this Corporation has authorities over their hotels like
ABOUT MY STAY
Please tell us about your experience at our hotel. We welcome any comments, questions, or suggestions you may have.
************************************************************************************************************************************************
***************************************************************************; location ....Brand...La Quinta in ********
Relax. Refresh. Recharge.
At La Quinta by Wyndham, our everyday essentials, friendly staff, and contemporary accommodations shine bright. From our free Bright Side Breakfast served every morning to pet-friendly rooms, we make sure you have everything you need for a comfortable stay.I have got pics of all these info that I mentioned from their website which is proof of untruthful statement of this corporate office. Is Why whyndham corp. think guests or BBB are dummies that they accept their untruthful words???
Plus, were committed to going above and beyond in delivering our signature Here For You service. No matter whats on your itinerary, a stay at La Quinta hotels will be the bright spot in your travel journey..
p.s.
ABOUT MY STAY
Please tell us about your experience at our hotel. We welcome any comments, questions, or suggestions you may have.
************************************************************************************************************************************************
***************************************************************************; location ....Brand...La Quinta in ********
Relax. Refresh. Recharge.
At La Quinta by Wyndham, our everyday essentials, friendly staff, and contemporary accommodations shine bright. From our free Bright Side Breakfast served every morning to pet-friendly rooms, we make sure you have everything you need for a comfortable stay. Plus, were committed to going above and beyond in delivering our signature Here For You service. No matter whats on your itinerary, a stay at La Quinta hotels will be the bright spot in your travel journey.
Business Response
Date: 12/08/2023
BBB Case# ********
Concern 06778170
Hello,

The La Quinta by Wyndham property, located in ********, ** is independently owned and operated, meaning it is the properties responsibility to provide quality accommodations and good service. If the guest wishes to be refunded, they will need to work with the property management team directly. Unfortunately, Wyndham ************* does not have the ability to authorize or process refunds as we do not have access to the properties billing system(s). The guest may contact the property directly via telephone at ************** or via email at *************************************

If the guest wishes to accept the one-time gesture of goodwill we offered in the form of ****** Wyndham Reward points, please have them reply and we will be happy to have those deposited.

Rest assured the feedback and details of the guest's experience is taken seriously and we will be reviewing internally to determine the areas that need improvement.

Kind Regards,

******
Liaison,*************
********************************************** & Resorts. Inc.
Initial Complaint
Date:11/21/2023
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.
ON 11/18/2023 WE CHECKED IN TO YOUR ****** ******* BY WYNDHAM AT YOUR DOWNTOWN ********** LOCATION.THIS LOCATION IS VERY DISGUSTING AND WE ASKED FOR A REFUND IMMEDIATELY!THEY REFUSED,AND GAVE US A DIRTY ROOM WITH NO TOWELS,NO TV REMOTE,AND 2 TWIN BEDS(we paid for king ******** DOOR WOULD NOT LOCK,AND THE PROPERTY HAS A LOT OF ILLEGAL ACTIVITIES GOING ON IN PLAIN SIGHT(drug activity,prostitutes,homeless individuals,etc)!WE EVEN SAW USED NEEDLES ON THE GROUND,AND YOU COULD SMELL MARAJUANA ALL THROUGHOUT THE PROPERTY!WE ASKED THE ***** DESK FOR TOWELS AND THEY SAID THEY DID NOT HAVE ANY WHICH IS UNACCEPTABLE!WE DROVE ALL DAY FROM A DIFFERENT STATE AND COULD NOT SHOWER,AND COULD NOT LOCK DOOR!THIS IS NOT A SAFE LOCATION,AND WE ASKED FOR A MANAGER AND THEY DECLINED!THEY TOOK ADDITIONAL $100.00 DEPOSIT FOR DEPOSIT,SO WE WERE BASICALLY STUCK THERE!THEY STILL HAVENT REFUNDED DEPOSIT!WE WANT A REFUND FOR THE INCONVENIENCE AND TRAUMA CAUSED BY THIS UNHEALTHY AND UNSAFE LOCATION!WE TRIED TO GO TO BREAKFAST THE NEXT MORNING THERE AND IT WAS ALREADY SHUT DOWN AT 9:00 AM!WE ATE SOMEWHERE ELSE AND WHEN WE GOT BACK THE ROOM KEYS DID NOT WORK,BUT AT LEAST THE DOOR WAS LOCKED THIS TIME!ALL OF THIS IS UNACCEPTABLE,AND THE MANAGER REFUSES TO RETURN OUR CALLS!I HAVE CALLED FOR 3 DAYS STRAIGHT TO NO AVAIL!COULD NOT EVEN SHOWER,OR SHARE BED WITH WIFE BECAUSE WE COULD NOT FIT IN A TWIN BED!WE PAIDFOR KING ******* WOULD HAVE PURCHASED TOWELS AT WALMART,BUT THE EXTRA $100.00 THE TOOK WITHOUT MY PERMISSION RUINED MY BUDGET!I SHOULD HAVE READ THEIR REVIEWS PRIOR TO STAYING THERE BECAUSE IT IS WELL DOCUMENTED ON ****** MAPS!!!WE ARE SO DISAPPOINTED AND DIS GUSTED BY THIS EXPERIENCE!!!$PLEASE REFUND $167.68 AND RETURN $100.00 DEPOSIT I DID NOT AUTHORIZE!TOTAL: $267.68
Business Response
Date: 11/28/2023
BBB Case #: 20901595
Hotel Site #: 52823
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ************************* at the ****** ******* by Wyndham 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.
The property has updated the case stating the $100 was released on November 24, please allow 3-5 business days to see that on your account.
Once again, we apologize for any inconvenience this may have caused.

*******

Liaison, Customer Care
********************************************* & ********************, Inc.
Customer Answer
Date: 11/28/2023
I am rejecting this response because: That is unacceptable.You should step in and resolve it... That's part of why I opened the case.Obviously the property is not assisting me!Wow! Are you sure you work in Executive relations?
Business Response
Date: 11/28/2023
Hello,

BBB Case #: 20901595
Hotel Site #: 52823
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ************************* at the ****** ******* by Wyndham property in **********, **.

Thank you for contacting Wyndham Hotels & Resorts, ************** We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with us, and being a partner in our success.
We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.

We do see ****** Wyndham Reward points were applied to your account as a goodwill gesture from Wyndham.

The property has also stated they have approved a refund for the stay back to Expedia. Please reach out to the third party to receive that refund or work with the property.

Thank you,

*******
Liaison, Customer Care

********************************************* & ********************, Inc.
Customer Answer
Date: 11/28/2023
I have reviewed the business response and accept this resolution.

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