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

  4929 West Royal Ln. Irving, TX 75063

• 

  Wyndham Hotel Group

  1909 Hi Line Drive, #F Dallas, TX 75207

• 

  Wyndham Hotel Group

  8510 E. RL Thornton Frwy Dallas, TX 75228

• 

  Wyndham Hotel Group

  215 East 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:08/24/2023

  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.

  Wydham has apparently adopted the Choice Hotels way of doing things, and discontinued ANY enforced quality standards for their franchises. On August 17, 2023, I stayed at a Super 8 by Wyndham motel in *********, **. As the unethical people at Wyndham know, when they allow a property to use one of their trademarked franchise names, their is an expectation of "brand standards". Obviously, Wyndham, like Choice, no longer has any standards, as this property is one of the most disgusting, filthy, dilapidated properties I've ever had the misfortune of sleeping in. The first room was so tainted by having been smoked in for decades (despite being a non-smoking room), I insisted on being moved. The front desk made a comment about their "sub-par" housekeeping staff. Why, then, does the motel employ them?!?!?!? The next room was filthy, and falling apart, including a toilet that was not even fastened to the floor. The bath/shower surround was also covered in mold. If it hadn't been midnight, I would have gone elsewhere. Garbage properties like this prey on travelers not having any reasonable recourse at the time, and forcing acceptance of rooms that are unfit for occupancy. Wyndham should be ashamed for allowing such filthy, dilapidated properties to use their brand names. As such, Wyndham is just as culpable for this stay as the independent property owner. Shame on you, Wyndham!!

  Business Response

  Date: 08/24/2023

  BBB Case #: 20497782
  Hotel Site #: 03992
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by *********************** at the Super 8 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 August 27th. 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: 08/24/2023

  I am rejecting this response because it does not address my issue with Wyndham.  The problem, if the worthless Wyndham employee had read my complaint, is that they no longer maintain any standards of quality for properties that use the Super 8 franchise name.  I don't need to be contacted by the Super 8 manager, as I've already had a conversation with him.

  Business Response

  Date: 08/24/2023

  Hello Contact,
  
  BBB Case #: 20497782
  Hotel Site #: 03992
  Customer Care Case #: ********
  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by *********************** at the Super 8 by Wyndham 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.
  
  Where we don't own the property, we do have to give the property time to get back to the guest with a resolution when a case is setup.
  
  Thank you.
  
  *******
  
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.

  Customer Answer

  Date: 08/24/2023

  I am rejecting this response because the business continues to try and deflect the issue I complained about, which is their responsibility for enforcing brand standards.  Because I am more intelligent than the people responding to this complaint, I am fully aware that franchise grantors establish minimum quality standards to protect their brand.  Wyndham clearly has decided not to enforce them, and is deflecting their responsibilities back onto the hotel.  If a hotel is not meeting the minimum franchise standards, it is incumbent upon the franchise grantor to take the necessary actions to protect its brand.  They should not bother responding to my complaint with the same tired deflection they've now used twice, as it only serves to waste more of my time.

• Initial Complaint

  Date:08/18/2023

  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.

  This hotel is a Super 8 (The address is correct but the business name is not). I stayed here on Friday, July 21. We arrived late in the evening on Friday and went up to the room, turned the A/C down slightly, as it was a little warm, and left for dinner. We returned a couple of hours later and noticed that the room was still not cooled off. I felt the air coming out of the A/C units and noticed that one of them was not working. I told my wife that I'd go down and talk to the desk and she said that she'd watch **, while I was gone. She tried to turn on the ** and couldn't get it to work, that's when we realized that someone had removed the power cord. I went down to the desk to ask about the A/C and the ** and was told that they knew about the A/C, but "I still had one working unit (which was not enough to cool the room in the ***** heat), and they knew about the missing power cord, but couldn't do anything about it, but that I could talk to the manager about a refund/discount, in the morning. I went back to the room to try to settle in for a rough night. When I got back to the room and was trying to settle into bed, I noticed that there were no extra pillows in the room and only 4 small pillows on the bed. I went down to the desk to ask for extra pillows and, after the guy looked at me like I was crazy, was told that they don't have any extra pillows. I went back to the room and tried to get some sleep, despite the heat and lack of pillows. After laying in bed for a few minutes the whole wall next to the headboard shook and shook the bed. After the start of it wore off, I realized that it was the door into the stairs. This door proceeded to wake me up ever few hours, all night long. With bloodshot eyes, I requested a refund in the morning, the manager assured me that I would get a full refund. He told me that he would refund the night and that I'd only been charged one night. This was a lie and I was still charged for the night, a night where I didn't get any sleep.

  Customer Answer

  Date: 08/04/2023

  Please note this is the wrong company. The hotel at ******** in **********, ** is a Super 8, not a Knights Inn. My complaint is against Super 8, but I can't select them, because the listing is messed up on the BBB website. 

  Customer Answer

  Date: 08/08/2023

  I just got an e-mail that this complaint is for a Super 8 in ********. It is not; it is for the Super 8 in **********, **
  
  Super 8
  400 I-35E, **********, ** 75165

  Here is the link to the ****** maps page:
  *************************************

  Business Response

  Date: 08/21/2023

  Hello Contact,
  
  BBB Case #: 20420035
  Hotel Site #: 10796
  ************* Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ***************************** at the Super 8 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 refunded the second night and ************* has offered, and guest accepted, ***** Wyndham Reward points. If looking for further compensation, please work with the property. 
  
  Once again, we apologize for any inconvenience this may have caused.
  
  Kind regards,
  
  
  
  *******
  Liaison, *************
  ********************************************** & *************

• Initial Complaint

  Date:08/03/2023

  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 checked in on Friday the 21st of this month in ************,** at the ***************** location. I paid using my card for one night and was charged the $100 deposit. The next day I paid for another night using my debit card. Then again paid another night but paid cash.House keeping came to our door every morning and replaced our towels . Not once was there any mention or concerns that we were smoking. I don't smoke first of all I chew tobacco. Mind you the entire building had the smell of cigarettes and including marijuana.Location is not in the the most desirable areas of *********** so the smell of whatever being smoked was expected.On Monday morning the power went out so we were without when trying to pack. The owner actually ran into me in the hallway when I was walking out to get rid of the trash we accumulated and there again no word or concerns about it smelling like cigarettes coming out of our room. So now after waiting 3days for my deposit and still no refund I decided to call the hotel . The owner answered the phone and I explained to him that I have yet to receive my deposit. He asked for my name 30 different times and said he had nothing with my name that said I previously stayed there,that I was calling the wrong location. When I told him the room number which was #*** he replied saying that they don't have a third floor so there was no #***.. I told him I was on my way to speak to them in person because I knew for a fact there is a room #***.. When I arrived he seen me come in and instead of greeting me he walked the other way and was gone for a half hour at least. I waited and when he finally arrived I explained to him my situation he kept asking my check in and check out dates. I reminded him of the power going out was my checkout date and that alone should be a reason to return my deposit. His reply was "that is an act of god". He followed by accusing me of smoking in the room is why I haven't received my deposit. .please resolve this..thank you guys.

  Business Response

  Date: 08/03/2023

  Hello Contact,
  
  BBB Case #: 20382962
  Hotel Site #: 03388
  Customer Care Case #: ********
  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by *********************** at the Super 8 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 August 6, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.

  Customer Answer

  Date: 08/12/2023

  i never received a call or email.So what now??

  Customer Answer

  Date: 08/12/2023

  I am rejecting this response because:   they didnt return my deposit.

  Business Response

  Date: 08/24/2023

  Hello Contact,
  
  BBB Case #: 20382962
  Hotel Site #: 03388
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *********************** at the Super 8 by Wyndham property in Independence. 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. Wyndham cannot step into a damage charge from a property. The General Manager has updated the case with a note the $100 was a cleaning fee for smoking in the room. 
  
  Please work with the property.
  
  Thank you,
  
  
  
  *******
  Liaison, Customer Care
  ********************************************** & *************

• Initial Complaint

  Date:08/02/2023

  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.

  Im writing about two experiences during a trip. My first stay was after a move where I needed a place for a night just to lay my head after some exhausting experiences. Do I chose the closest hotel to where I was- La Quinta. The front desk was nice but the room was inconveniencing to get to as a single woman in the dark I had to walk all the way because parking was a challenge and finding it was so hard because it wasnt lit.. in fact I had mistaken the room for the one near where I had parked. I go to the room after finally locating it after driving around which felt safer and I quickly walk back to it after I park my car near where I thought it was safest near reception where it was well lit since my place wasnt. I get to the room and immediately it smells musty. Im tired so I just decide to stay. Then I sleep and in the middle of the night after just a few short hours of sleep I feel something crawling all over me bugs! I go to the bathroom more bugs. Roaches in fact. The tub is dirty and everything was just icky. So I grabbed a shower quickly and left early. Then en route to home I stopped by a micro tel in the Carolinas. First there was a creepy lady just hanging around the lobby with shades seemed like a regular as she was friendly with everyone. But it looked like she was eavesdropping on my conversation and trying to know where my room was she was because she later asked. And I cautiously walked away without telling her a thing.. making sure that I was not being followed. Get to the room and the window is accessible and broken. Things are broken like someone could walk in at any minute.. so I go and ask for another room because no way not risking being caught in that situation. The lady gives me another room and the other lady is still there talking to some men. The room I was given is upstairs but the elevator is not working so again we have to be cautious and walk through a creepy stairwell and Im partially disabled so yay! Terrible.

  Business Response

  Date: 08/03/2023

  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***************************.  Please send the following information back to me, for both Hotels.  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:
  
  Thank you,
  
  
  *******
  Liaison, Customer Care
  ********************************************** & ******** ****

• Initial Complaint

  Date:07/18/2023

  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.

  $130.42 - reservation made on 7/12/23 through Wyndham for Baymont Inn & Suites by Wyndham *******, night of 7/22/23 through morning of 7/23/23.Minutes after this reservation was made I asked that it be converted to the night of 7/15/23 through morning of 7/16/23, this weekend. [Yesterday morning ******* in reception at Baymont Inn & Suites by Wyndham ******* indicated that a comparable room is available.]On 7/12/23, when no one picked up the phone at the Baymont Inn & Suites by Wyndham ******* *************], I phoned the Wyndham Hotels Central ****************** *************]. ****** at the *** advised me to call Wyndham Hotels ************* *************]. My iPhone works fine, however the automated ************* line doesn't recognize any option I select and quickly hangs up. I called the *** to be put through to *************. CC indicated that they could not make the change or help me with any kind of compromise. ** said only the Baymont Inn & Suites by Wyndham ******* manager, **************************************, could make the change. Prior to reaching **************************************, I spoke w/ Wyndham ******* assistant manager *** who answered the phone angrily, apparently b/c the *** & CC had previously called the ******* hotel in an attempt to reach them on my behalf. *** spoke to me harshly and hung up the phone abruptly (she hung up on me). When speaking with ************************************** later, she said she believed that Wyndham Hotels should resolve the matter since the reservation was made on their website. I explained that Wyndham Hotels ************* said only she could make the change. She refused to make any change, claiming only Wyndham Hotels could assist me. I have spoken w/ Wyndham Hotels ************* twice. Neither party will assist me.

  Business Response

  Date: 07/18/2023

  Hello Contact,
  
  BBB Case #: 20320477
  Hotel Site #: 52099
  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 July 21, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  
  
  ********************************************** & *************

• Initial Complaint

  Date:07/15/2023

  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.

  Travelers BEWARE of the Microtel **************************** by Wyndham Macedon. Checked in on 7/2/23 and were quoted a much higher rate then what we booked online with ($350 versus $305). Then we were told our total is $267 for both days and that changed too. Immediately entering room for the 1st time we found hair all over our sheets as they have not been changed. We received new sheets and had to put them on ourselves. Needed to use ***************** the next day and the lock was malfunctioning and was told by **** the manager it was not the responsibility of the hotel but rather the lock company. How could this be when the property is managed by the staff? Then later that day the room was magically opened. We also explained to **** we were there for a funeral (he could care less) and not happy with our hotel experience and he said he will talk to cleaning staff and that was the only option he had for us. So we filed a complaint with customer service during our stay and **** called back and offered us a new room or 25% off. There was no need for new room since we cleaned it ourselves and the discount was not enough plus I did not know which amount to apply the discount since we were given 3 different amounts. We paid for 2 days and was definitely not able to use one of the hotels features for one of those 2 days, so why would 25% be enough plus this does not account for our time to clean the room and stress.

  Business Response

  Date: 07/17/2023

  Hello ****,
  
  BBB Case #: 20292920
  Hotel Site #: 56060
  Customer Care Case #: ********

  
  Thank you for notifying our office of the concern filed by *********************** at the Microtel by Wyndham property in *******, **. As a company, were committed to delivering a great experience with every stay with us.
  
  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.
  
  As a thank you for your support, we would like to apply ****** points to your Wyndham Rewards account, as a goodwill gesture from Wyndham. The ****** Reward Points is equal to a free night at any of our Tier 2 properties.
  
  Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.
  
  If you are not a currently a member, let me share the great benefits of being a Wyndham Rewards member! Earn points at over ***** participating hotels around the globe, including: AmericInn, Baymont Inn & Suites, Days Inn, Dazzler Hotels, Dolce Hotels and Resorts, Esplendor Boutique Hotels, Howard Johnson, La Quinta, Microtel Inn & Suites by Wyndham, Ramada, Super 8, Travelodge, Hawthorn Suites by Wyndham, TRYP by Wyndham, ******* by Wyndham, Wyndham Grand, Wyndham Hotels and Resorts, Wyndham Garden, Trademark and participating ********************* branded hotels worldwide. Stay everywhere from North America to Europe to ***** and more.
  Redeem Wyndham Rewards points for Go Free? free night stays or for Go Fast? discounted hotel rates at any of our participating hotels at the following brands: AmericInn, Baymont Inn & Suites, Days Inn, Dazzler Hotels, Dolce Hotels and Resorts, Esplendor Boutique Hotels, Howard Johnson, La Quinta, Microtel Inn & Suites by Wyndham, Ramada, Super 8, Travelodge, Hawthorn Suites by Wyndham, TRYP by Wyndham, ******* by Wyndham, Wyndham Grand, Wyndham Hotels and Resorts, Wyndham Garden, Trademark, participating ********************* properties and other exciting destinations.
  
  Redeem points for a variety of other rewards, such as gift cards and merchandise.
  
  Earn miles or other travel currency instead of Wyndham Rewards points for your qualified hotel stays from participating airline and rail programs by updating your earning preferences in your member account. See our full list of participating partners.
  
  Earn additional points through everyday purchases and other transactions with a variety of program participants, including our Wyndham ************ Card.
  
  Gain access to your member account 24/7 - to check point balances, redeem rewards and make reservations - simply by visiting www.wyndhamhotels.com/wyndham-rewards
  
  Please respond to this email advising you would like to be a member of our free Wyndham Rewards loyalty program and we will be happy to establish your account and apply ****** points as our way of saying Thank You for being a loyal supporter of our Wyndham properties.
  
  Thank you for choosing Wyndham Hotels & Resorts!
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.

• Initial Complaint

  Date:07/13/2023

  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.

  This inquiry is related to booking number: ******************** and PIN Number: ****** and confirmation number: *********. Somehow my booking was made for 7/22/23 though my plans for vacation were for 6/22/23. I attempted to check in and actually stayed at the property on 6/22/23. When I went to check in on 6/22, they would NOT honor my 7/22 made in error and charged me their full rate which totaled $334.39 which was even higher than my booking.com rate that I also paid for of $280. I am requesting a refund credit of the $334.39 as I've already been charged the $280 by booking.com for this hotel stay. The Hotel general manager, Mr. ************************* was unhelpful and very rude at my request for resolution of this matter. I am also very unhappy about being charged extra for the night I did stay, not to mention my stay was a horrible experience. Please advise. Thanks *****************

  Business Response

  Date: 07/13/2023

  Hello Mr. ******************
  
  BBB Case #: 20265943
  Hotel Site #: 06452
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***************** at the Days Inn 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.

   

  Please contact the third party where you made and paid the reservation, if you are looking for a refund.
  
  Once again, we apologize for any inconvenience this may have caused.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  
  
  ********************************************** & Resorts, Inc.

  Customer Answer

  Date: 07/13/2023

  I am rejecting this response because they are not providing a refund merely asking me to contact a different company for the refund however it was Wyndham that charged and collected my payment. 

• Initial Complaint

  Date:07/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. We made a reservation about 10 months in advance for four rooms with the Travelodge in **************** ******* for the following May 19 - 22, 2023, for my sons graduation. Three were made directly through Wyndham and one through Priceline/Oracle. Confirmation numbers: 84906ED026534, 84906ED026535, 84906ED026536, and *********. The reservation prices were $535.70, $535.70, $568.70, and $432.55, for a total of $2,072.65.2. Two days before we were to arrive, on May 17th, I got a confirmation email for one of the rooms. In the process of confirming the others the next day on May 18th, we were told that this hotel had been closed for years and has been turned into a homeless shelter. Despite this, we never received any cancellation notices for any of the rooms.3. Desperate for a place to stay, as we were all flying in for this event and it was a high-demand, graduation weekend, I was able to secure four rooms at a Wyndham sister property, ******** through an account supervisor, *********. The prices were significantly higher since it was last-minute and graduation weekend: $967.23 each room for three nights, for a total of $3,868.92 for four rooms. The rooms were non-cancelable, but I was also told that I could open a case to request the difference between my original reservation and the new one (case number 05911870).4. Many emails, phone calls, and hours of work later, Wyndham customer care is only willing to refund me the difference in price for the first night of our non-refundable, non-cancelable, three night stay. When I asked who else I could talk to, I was sent to the General Manager of the Wyndham Travelodge Burlington, *********************** *************, ************************************************** Another on his team, *********************, GM, informed me that they cannot help me at all, and directed me back to Wyndham corporate.5. I am requesting a refund of the difference in price across all three nights for all four rooms. This is a total of $1,796.27.

  Business Response

  Date: 07/10/2023

  Hello ******,
  
  Thank you for contacting Travelodge by Wyndham ************** We sincerely apologize that your expectations of Travelodge 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 Travelodge 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 Travelodge by Wyndham is solely the licensor of the Travelodge by Wyndham trademarks and service marks to independently owned and operated Travelodge by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility. While Travelodge by Wyndham does not own, operate or control this facility, we will notify the owner/operator of this facility of your complaint.
  
  Where the properties are independently owned and operated, they do set their own rates. Each property decides and makes their own rates which may vary by each Hotel/Brand, the rates are not set by Wyndham.
  
  However, due to unforeseen circumstances on behalf of Wyndham please send in the below information.
  
  We are sincerely sorry to hear we did not provide you with an excellent Travelodge by Wyndham experience. You can count on our team to help resolve your concerns. To aid me in resolving this matter, please reply with a copy of your actual full credit card statement (s) showing the charges you incurred, when you receive it. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************.  We cannot accept screenshots.  Where the properties are independently owned and operated, we do not have access to their billing information.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
  
  Thank you for choosing Wyndham Hotels & Resorts!
  
  Our sincere apologies for this experience at this very special time.
  
  Kind regards,
  
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.

  Customer Answer

  Date: 07/11/2023

  Hello. 

  Per your request, attached is the full credit card statement that shows the charges for the four rooms at ********. I have highlighted them on page 2.

   

  ***

  Customer Answer

  Date: 07/12/2023

  I am rejecting this response because:   

  Hello. 

  Per your request, attached is the full credit card statement that shows the charges for the four rooms at ********. I have highlighted them on page 2.

  ***
  

  Business Response

  Date: 07/13/2023

  Hello ******,
  
  BBB Case #: 20233006
  Hotel Site #: 08185
  ************* Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *********************** at the Travelodge by Wyndham property in ****************. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The properties are independently owned and operated, any monetary compensation would have to come from the property.
  
  However, due to unforseen circumstances on behalf of Wyndham and as a goodwill gesture from Wyndham, ************* has resolved the situation with the guest via a check in the amount of $1796.27.  The diffference between original reservations and rebooked reservations.
  
  Please allow 2-3 weeks for delivery via US Postal Mail.
  
  Our sincere apologies for this experience.
  Kind regards,
  
  
  
  *******
  Liaison, *************
  
  
  ********************************************* & ********************, ****

  Customer Answer

  Date: 07/17/2023

  I have reviewed the business response and accept this resolution. 

  Thank you for your time and consideration to our unique circumstances.

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

   

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair 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.

  Membership#*********C. At least ***** rewards points are missing from my account. I was never told any points were expiring. Attempted to use these points at the ******* La Quinta in July of 2022 and the manager did not apply them. Customer service apologized and assured me I could use those points on my next trip.

  Business Response

  Date: 06/07/2023

   

  BBB Case #: 20133737
  Hotel Site #: {SITEID}
  Customer Care Case #: ********

  Hello Contact, 

  We are pleased to inform you that as a goodwill gesture, we are able to honor this request. Any points that expired have been restored and are immediately available for use. (****** points). 
  
  As a friendly reminder, Wyndham Rewards points expire four (4) years after being posted to a members account but may be forfeited sooner if a member has no account activity for 18 consecutive months.
  
  Thank you for your membership in Wyndham Rewards. If we can be of any further assistance, please let ** know.

   

  
  
  *******
  Liaison, Customer Care
  
  
  ********************************************** & Resorts, Inc.

  Customer Answer

  Date: 06/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/19/2023

  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.

  Baymont of ***** collect twice on our hotel stay on March 4th. ********/Fairfield down the street was over booked and they paid for our night stay. Baymont took our card to hold the payment and would reimburse once they received payment from Fairfield. We have confirmation from Fairfield that they did pay but yet Baymont will not refund. we asked for a refund and they told ** we have to give them our CC number again. An employee called ** on a personal number claiming to be an employee and re asked for our credit card number. We declined as they already have that information on file and the call appeared to be something that did not appear to be legit. We just ask for a refund back for the night stay as the location has collected twice. We have provided the receipt information to Wyndham corporate already.

  Business Response

  Date: 05/22/2023

  BBB Case #: 20060326
  Hotel Site #: 19253
  ************* Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ********************* at the Baymont by Wyndham property in *****, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property management team advised Wyndham ************* that they have refunded the guest.

  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.

  *******
  Liaison, *************
  
  ********************************************** & Resorts, Inc.

  Customer Answer

  Date: 05/22/2023

  I am rejecting this response because:  the business was rude, disrespectful and attempted to acquire my credit card information for no reason.  There needs to be an investigation on their business handlings.