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:04/03/2023

  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.

  My family booked this "hotel" for 2 nights (3/4-3/6/23). I booked through Care Credit, using my points and $195 out of pocket. Upon arrival we noticed a bed bug on the wall of the bathroom above the shower. This made us uncomfortable. You should never see a bed bug out in the open. After 40 minutes we checked out and checked in next door (Comfort Inn). The Super 8 receptionist told us she could not issue a refund, that only her manager ***** could and he would be in, in the morning. We followed up on Monday and the manager ***** told us only the owner could issue a refund. I called Care Credit where a case was open, Super 8 was reluctant to be of any help even though it was the managers suggestion to contact the 3rd party we booked through. Super 8 was not helpful to Care Credit. Super 8 lied to Care Credit reporting we stayed both nights at their hotel which is why they could not give a refund (which makes no sense). This was a lie. We had the hotel that we ended up staying at (Comfort Inn) email a receipt to me which I forwarded to Care Credit as proof that we did not stay a single night at Super 8. Care Credit asked Super 8 for an email so they could forward this email as proof. Super 8 would not provide an email to Care Credit so Super 8 could review the document that proved we never stayed at their facility. We traveled 6 hours, it is not our fault. I had to turn around and drop $245 next door at the hotel we ended up staying at. All we are asking for is a simple refund, never ever has it been this hard to get a refund from a hotel I didn't even stay at.

  Business Response

  Date: 04/03/2023

  BBB Case #: 19865110
  Hotel Site #: 08559
  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 April 6, 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

  Customer Answer

  Date: 04/06/2023

  Good evening *******,
  
  This is *******************, how are you doing? Thank you for your quick response to my open case. I reached out to the Better Business Bureau in reference to my experience at the Super 8 by Wyndham property in *************. I received your response as follows:
  
  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 April 6, 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
  

  I never heard from the propertys general manger, it is April 6th approaching 6:30pm. I hate that I had to even to do this. When my family arrived that night it was close 10:00pm and we had been on the road for 6 hours. All I wanted to do was take a hot shower and go to bed, I would have been totally fine with the floor caving in. The last thing I wanted to do was get the family back into the car you know? However, last year I was diagnosed with Lyme Disease and when I saw the Bed Bug on the wall I was just like no, not doing this again. Plus I know that once you bring one home you can bring them all home. We had our 5yr old son with us, I just didnt feel comfortable. We were there less than an hour. All I am asking for us for the general manager to do what is right and release a refund of $195 back to my account. I am one of those that usually just let water run off a ducks back but when the general manager told Care Credit we stayed there both nights then refused to provide Care Credit with an email so Care Credit could send proof of purchase that we checked into the Comfort Inn, I felt that there needed to be a level of integrity.
  

  I really hope this can get resolved and appreciate you reaching out. 
  

  Thank you *******,
  *******************

  
  

• Initial Complaint

  Date:03/30/2023

  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.

  We booked this hotel for a wrestling tournament and when we got there to our room the window was broken would not close all the way lights did not work either and the place was dirty.sent pictures of our room went down to front desk and wanted a refund along with 3other couples. One complained about finding cockroaches in their room and had kids and leg if *** was broken. One was complaining they had got a family suite and the door k*** to door was broken and the lady at front desk told her and her kids to have a sit in the lobby that maintenance was going to put a new door k*** on she said it was not only that but their was ****** stains on the chair and blood on wall and the room was filthy. One gentleman that was in 315 came down and asked for clean sheets and clean towels as his room had not been cleaned after asking numerous times for this to be done he was told they did not have any clean sheets right now for a king *** and to go back upstairs and bring his dirty laundry down to them he asked about a laundry shoot on the floor he could just put it down and she told him that they wouldnt know it came from his room and he would be charged for linens and towels then he proceeded to ask how much off his bill for making his ***. The manager was no help and I felt sorry for the lady behind the desk with all these problems thrown at her. She left the desk and someone else came over I told her the pictures and she wanted me to forward them to her which we did this place needs to be inspected and all repairs done with that mold in the bathroom my grandson with asthma would not of been able to stay in that room along with my health issues. This was on March 24th so I know you can get the names and numbers off the registry and ask them also. I also have the number to the lady behind the desk that we forwarded the pictures to they are aware of the problems and it seems they dont care a lot of health issues can happen let alone safety issues. I am hoping this gets addressed before someone really gets hurt.

  Business Response

  Date: 04/05/2023

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

  Dear Contact:

  Thank you for notifying our office of the concern filed by *************************. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.

  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:

  If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.

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

  
  

• Initial Complaint

  Date:03/08/2023

  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.

  1. I stayed at Ramada Wyndham, *************************************************** on 5 and 6 Feb. 2023. Paid by Debit card. Both days cost= $104.55. Got my bank statement last week and each night was charged the same. On 2/07 my card was charged with $200. I called.. ************ to find out about the charge. Was told there was a smell of smoke in the room after I left. I knew I did not smoke in the room I stayed. Asked to talk to the manager. "He is not here. But he will contact you about this".2. I have made that call to *********** Ramada three times since last week. Again today.. 3/8/23. (The reason is I know I did not smoke in that room) The last 2 calls before today, I became adamant for I am waiting on the contact from the manager: "I am positive that I did not smoke in that room. I am a veteran and I DO NOT LIE". (It was becoming an insult)3. Before putting this complaint in today, I found a number for the headquarters for Ramada in **. I called that number 4 times: Auto: Push one for reservations, push two for your account, push three for customer service. I pushed one, two, three.........................................each 3 times. Auto Robo.

  Business Response

  Date: 03/09/2023

  BBB Case #: 91720583
  Hotel Site #: 55508
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******************* at the Ramada by Wyndham property in *****************, **. To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before March 14th. As a company, we're committed to delivering a great experience with every stay with us.
  
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.
  
  *******
  Liaison, ******************************************************************************** ****

  Customer Answer

  Date: 03/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ramada emailed me last week and they were going to contact me within a week. Got a call this AM from ************. That person referred me to ************. For Remada ** ***************** Realized that was the same number I called weeks ago. That number has 3 options. Each option has no one answering the phone. Just another business who does not care if they waste a persons time. BECAUSE OF INTERNET incompetency. I am calling my bank and they are going to fight the wrong charge.

  Business Response

  Date: 03/17/2023

  BBB Case #: 91720583
  Hotel Site #: 55508
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******************* at the Ramada by Wyndham property in *****************, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest's comments have made us aware of an instance when one of our properties did not meet a valued customer's expectations.
  
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the property's management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  
  Once again, we apologize for any inconvenience this may have caused.
  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ************************************
  
  *******
  Liaison, ******************************************************************************** ****

  Customer Answer

  Date: 03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  AS I wrote last week someone called me from Ramada and referred me to another number which was a number I called originally. And which what ext. one requests, no one answers. So, I called the number that called me from Ramada and was told that was the wrong number. Again, I called the Ramada I stayed at in *********** 3 times and the mgr. was suppose to call me back 3 times.

• Initial Complaint

  Date:12/30/2022

  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.

  Booked a room on the corporate website at 9pm on 11/26. Got to the hotel waited 2 hours and the very rude manager said he didn't get my booking. I paid for the room online on Wyndham's website. Manager suggested I cancel. I canceled as requested, but still was charged. I was not informed by him. I now get an email from Wyndham telling me to pay $20 membership and then I'll get my refund. This is fraud.
  

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 5, 2023/01/04) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ******* at the Ramada by Wyndham property in ******** ***** CA. 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.
  
  As a one-time gesture of goodwill, we would like to offer you 15,000 Wyndham Reward points enough for one free night(s) at any one of our tier 2 properties or redeem points for a highly discounted nights at any Wyndham Rewards hotel worldwide. If you have yet to enroll in Wyndham Rewards, you can do so here: ***************************************************************************
  
  Please reply with your Wyndham Rewards member number and we will add the points to your account.
  
  Kind Regards,
  
  *******
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (2000, 7, 2023/01/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Tired and exhausted any suggestions for refund.

• Initial Complaint

  Date:12/12/2022

  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.

  I had a HORRIBLE experience with the ******* *** on 10/22-24, 2022. IT was a 2 NIGHT STAY. ON the DAY of CHECK OUT, I went to the lobby to inquire on purchasing a FULL QUEEN SET of their comforter, pillows, etc. I actually DID start the purchase with THE manager on station. MY grown daughter was with us and my husband when I came back up to find BOTH QUEEN beds riddled with LIVE BED BUGS! My pillow had one crawling pretty quick! The other bed was Covered with them after my husband looked and got away fast so they didnt run onto us or OUR belongings! We immediately began washing ourselves in the shower and bagging UP all the items into trash bags! IT was a HORRIBLE experience seeing ALL the BED BUGS we saw!
  I alerted the manager I WAS NO LONGER INTERESTED in buying the SHEETS and ALL but told her later BY PHONE as we left WHY! I was embarrassed, DISTURBED and RATTLED because we DIDNT want to take those bugs home to our HOME Or on us !. The SITUATION was SOOO bad we took SPECIAL precautions to NOT take them with us which took US much longer to get out of there!
  I feel the ******* establishment OWED us FREE nights and AN APOLOGY and A THANKS for telling them THAT THE BUGS WERE THERE! The manager only compensated us BEANS basically after the report!
  
  I tried disputing the CREDIT CARD CHARGES but FAILED!
  
  WE left notes to staff where the BUGS were AND took pics of some of them!
  WE HAD 2 UNANSWERED CASE NUMBERS FILED WITH WYNDHAM TOO WITH A REF # XXXXXXXX. I TRIED MULTIPLE TIMES TO REACH THEM FOR FULL COMPENSATION FOR GRIEF AND BED BUGS!

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 9, 2022/12/14) */
  Hello,
  
  Thank you for contacting Wyndham Hotels & Resorts, Customer Care. 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.
  
  As a thank you for your support, and as the resolution, we would like to apply 15,000 points to your Wyndham Rewards account.
  
  
  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 7,800 participating hotels around the globe, including: AmericInn(r), Baymont Inn & Suites(r), Days Inn(r), Dazzler(r) Hotels, Dolce Hotels and Resorts(r), Esplendor(r) Boutique Hotels, Howard Johnson(r), La Quinta(r), Microtel Inn & Suites by Wyndham(r), Ramada(r), Super 8(r), Travelodge(r), Hawthorn Suites by Wyndham(r), TRYP by Wyndham(r), Wingate by Wyndham(r), Wyndham Grand(r), Wyndham Hotels and Resorts(r), Wyndham Garden(r), Trademark and participating Caesars Entertainment branded hotels worldwide. Stay everywhere from North America to Europe to China 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(r), Baymont Inn & Suites(r), Days Inn(r), Dazzler(r) Hotels, Dolce Hotels and Resorts(r), Esplendor(r) Boutique Hotels, Howard Johnson(r), La Quinta(r), Microtel Inn & Suites by Wyndham(r), Ramada(r), Super 8(r), Travelodge(r), Hawthorn Suites by Wyndham(r), TRYP by Wyndham(r), Wingate by Wyndham(r), Wyndham Grand(r), Wyndham Hotels and Resorts(r), Wyndham Garden(r), Trademark, participating Caesars Entertainment 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 Rewards(r) Visa 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 15,000 points as our way of saying "Thank You" for being a loyal supporter of our Wyndham properties.
  
  
  Thank you for choosing Wyndham Hotels & Resorts!
  
  
  
  
  
  
  Michele
  
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (3000, 11, 2022/12/20) */
  hello. i am already a valued Wyndham rewards member under #XXXXXXXXXb
  
  i need a full reimbursement on those 2 night stays simply because we were being overrun by several Adult very fat Bed Bugs. i don't believe XXXXX points equals 2 nights?
  
  please advise. i spent around 150 US dollars
  
  
  Business Response /* (4000, 13, 2022/12/21) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  Thank you for your reply and feedback.
  
  Wyndham Customer Care will extend the offer of 15,000 Wyndham Reward points; however, this will be the maximum points we are permitted to offer as a one-time gesture of goodwill. If you wish to accept the 15,000 points, please reply advising such and we will be happy to issue the points.
  
  Kind Regards,
  
  *******
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (2000, 15, 2022/12/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  accept

• Initial Complaint

  Date:12/01/2022

  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.

  The clerk of the desk at check-in was polite the hotel seemed clean but I noticed once I got upstairs there were no towels in the bathroom which was odd but it was okay and there was a pile of dirty laundry outside the door too but I don't like to complain so I didn't say nothing. The next day after I had checked out I noticed they had tried to charge my card for a $200 and for 100 dollars and then for $50 so of course I called the hotel and inquire as to why the clerk then who had been polite the day before got real snobby with me on that phone call insisting that there were things missing from the room then she changed her mind and said no it wasn't that it was this then it wasn't this it was that basically accused me of stealing stuff out of the room and tried to get as much money out of my bank account as she could to replace things that she accused me of taking. I'm a diamond member and I've never had an incident not once and I didn't take anything out of that room it was never in that room. I don't take too kindly when I get accused of stealing and then basically get stolen from so if I were you I would go anywhere else really pathetic obviously the room wasn't checked because there were no towels in it so somebody didn't do their job and I had to pay the price sad poor poor poor management if you ask me poor poor poor ownership as well I wouldn't waste my time I also spent points on the purchase of this day which I am very disappointed that I did I contacted Wyndham directly they tell me to contact the property and I contacted the property first obviously when they started taking money out of my bank account so then when I contact Wyndham they don't want to do **** about it they tell me to contact the hotel I want my money back for this day I want my money back they took for the things they said I took and I want all my points back and I want extra points for it taking so long.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/05) */
  BBB Case #:XXXXXXXX
  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 *********@wyndham.com and I will personally help address the guest's needs.
  
  
  
  
  
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (3000, 7, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have not offered anything but for myself to contact the property which I did before even complaining so I want my money and my points back and an apology!
  
  
  Business Response /* (4000, 9, 2022/12/06) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* ******** at the AmericInn by Wyndham property in Quincy, IL. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest's comments have made us aware of an instance when one of our properties did not meet a valued customer's expectations.
  
  
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the property's management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  
  Once again, we apologize for any inconvenience this may have caused.
  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com
  
  
  
  
  
  
  Michele
  
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (4200, 11, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not a resolution to my problem at all they are not having to do anything about it which in my opinion is unacceptable. You cannot falsely accuse a customer of being a thief and then take money without their consent from their bank account multiple times attempted when they couldn't even figure out what they thought had been taken from the room they couldn't get it straight and nothing was taken. I don't take kindly to being accused of things I didn't do and then having to pay for them as well. Bottom line I'm an unsatisfied customer I want my refund for unsatisfactory service unacceptable service and I want an apology for a false accusation and for in my opinion my having been stolen from because they took money from my bank account without my permission which the last time I checked was theft.

• Initial Complaint

  Date:12/01/2022

  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.

  On Saturday November 26,2022 I had a reservation at the Baymont by Wyndham located at 2370 West Northwest Highway, Dallas, TX 75220 from November 26-29,2022. On November 28 around 6:14 pm my boyfriend and I hear twisting on the doorknob and then someone enters the room. My boyfriend jumps up immediately to try and stop whoever is entering, once at the door he can see it is the front desk employee. I get off the bed and run to the door to see why he took it upon himself to enter our room without knocking. The front desk employee starts to say he was told by housekeeping that the room was empty, however, I know that was not true because housekeeping knocked on the door earlier that day and we told her we only needed more towels. Also, about 10minutes prior to him entering the room we crossed housekeeping at the elevators. The actions of this employee are UNACCEPTABLE. I was very upset about entering our room, so I went down to the front desk to ask for corporate's contact information. He refused to give me this information and gave me the number for the manager Pam. As I was going downstairs, to the front desk, the employee called the room, and my boyfriend told him I was on the way down to speak to him. Now if this employee made a call to the room attempting to apologize why could he have not called the room to see if anyone was still there, if in fact this was his true reason for entering the room without first knocking. There is absolutely no excuse for an employee to enter a room without knowing for sure an occupant has checked out. If I had checked out a day early, I would have notified the front desk of such. I also would like to let you know the front desk attendant working the front desk during the time of my arrival around 12:20am on 11/27; and departure (7:28am on 11/29) was very rude. I attempted to explain the incident with him, and he showed no concern at all. Again, I am not please with my stay at all and requesting a complete refund for the entire stay

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/05) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****** ***** at the Baymont by Wyndham property in Dallas, TX. To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before December 8th, 2022. As a company, we're committed to delivering a great experience with every stay with us.
  
  
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.
  
  
  
  
  
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX

• Initial Complaint

  Date:11/15/2022

  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 husband, stepson, and myself were all visiting Dallas for a youth baseball tournament. I am active duty military and I booked our stay at the baymont by Wyndham also known as the baymont inn and suites, through the armed forces travel website. Upon check in a deposit of 100.00 was needed. I put it on the same card that I used to book the hotel with, no problem. I asked when would it be back in my account after check out and the man said 3 to 5 business days, which is normal. We checked out Sunday morning 13NOV22 around 830 am. All was fine. Then the morning of the 15th I checked my bank account and the 100$ that was suppose to be pending until it was refunded to my account was actually charged and posted to my bank account. So I called to verify that my deposit was indeed refunded. At that time the manager said that only 50$ was refunded because we stained two hand towels. We did not use the hand towels the entire weekend so I asked if they had a photo of the stain, she said yes and then I requested it to be emailed to me. I called every hour because I did not receive the email do the towels in question then at 2 I called back and asked for a copy of the paper I signed upon check in about hotel policies. At 231 I received the pictures of the towels and the copy of the receipt finally! The picture of the towels was taken on the floor of the laundry room in the hotel and not my hotel room. The image information also showed that the picture was taken at 2:18 pm on 15NOV22 by an IPhone 7s rear camera. They are stealing peoples money and saying that they are damaging their property when that is not the case!! Someone ruined those towels but it was not us! Also no one charged 25$ a piece for white hand towels!!
  

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 5, 2022/11/16) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  
  **** Contact:
  
  Thank you for notifying our office of the concern filed by ******** ****** at the Baymont by Wyndham property in Dallas, TX.
  
  To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before November 18th, 2022. As a company, we're committed to delivering a great experience with every stay with us.
  
  
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at *********@wyndham.com and I will personally help address the guest's needs.
  
  
  
  Michele
  
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX

• Initial Complaint

  Date:11/04/2022

  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.

  I stayed at the Ramada Hotel in Kent Washington on August 19-20 2022 under Hotels.com reservation number XXXXXXXXXXXXX. The Hotel was presented online as a nice, clean property with pictures containing a clean lobby, rooms and breakfast. This is a factual misrepresetnation and fraud. As such I have tried to contact Ramada direct, the hotel and Hotels.com. Hotels.com also tried to contact the hotel on my behalf. The hotel has failed to contact me back or offer any resolution. I communicated with Ramada Coporate through Direct Message (transcript attached) on Twitter on August 22 and per their request sent pictures, a description and other information via mail. I have yet to hear back from them or from the hotel. In short, the place is a dump. It doesn't match the pictures or description. It was filthy, noisy up to and including a bond fire of some kind next to the front entrance. This is especially scary since the fire systems in the hotel were out of compliance. (Pictures attached). I demand a refund and that Ramada remove thier brand from this horrible property.

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/11/07) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* ******* at the Ramada by Wyndham property in Kent, WA. 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.
  
  As a one-time gesture of goodwill from Customer Care, we would like to offer you 6,000 Wyndham Reward points enough for a highly discounted night(s) at any Wyndham Rewards hotel worldwide. If you have yet to enroll in Wyndham Rewards, you can do so here: https://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=
  
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  
  Again, we thank you for bringing this issue to our attention.
  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at [email protected]
  
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have attempted to work with the property but they refuse to communicate with me. It's Ramadas name on the door and not the responsibility of the guest to know how a property is run. It is the responsibility of corporate to ensure their properties meet brand standards or withdraw the brand. I don't want to stay at a Wyndham property again after seeing the lack of standards enforced by corporate. I just want a refund.
  
  
  Business Response /* (4000, 9, 2022/11/09) */
  BBB Case #: XXXXXXXX
  
  
  Hotel Site #: XXXXX
  
  Customer Care Case #: XXXXXXXX
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* ******* at the Ramada by Wyndham property in Kent, WA. 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.
  
  Our apologies, where we do not own the properties, we do not have access to their billing information nor the capability to refund back to a credit card. Any monetary compensation would have to come from the property.
  
  Once again, we apologize for any inconvenience this may have caused.
  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at [email protected]
  
  
  Michele
  
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379
  
  
  Consumer Response /* (4200, 11, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is just a rehash / copy and paste of the previous response and is unacceptable.
  (1) Wyndham's internal setup via corporate or franchise operators or anything else is not the responsibility of the customer. The hotel is represented as "Ramada by Wyndham Kent Seattle Area". This is, therefore, a Wyndham property.
  (2) Wyndham's offer is points for a reduction on a night at another Wyndham property. The issue with this offer is since Wyndham has misrepresented their Kent Ramada online by using false pictures and reviews I no longer trust the Wyndham brand. Their offer of me staying at another property which advertising for is suspect and I may be putting my health and property into danger to accept is simply not accessible.
  (3) Wyndham's reply that they do not enforce brand standards future concern's me.
  (4) If the franchise operator needs to be involved in a refund then Wyndham needs to contact that franchise operator and facilitate this. This is not my responsibility.
  (5) For the record I have attempted to contact the property directly and they flat out refuse to discuss the situation with me. Hotels.com also attempted to contact them to the same response.
  (6) It is further troubling that the hotel did respond to my dispute on the credit card transaction with documents that appear to have forged signatures. I have advised the bank of this and while I'm not sure this is the case, they don't appear to have my signature at all.
  I require a direct answer, not a cut and paste form.
  (1) I demand a refund. If you have to contact your franchise about this then do so. Do not make this my problem.
  (2) Why did I not receive any response from you at all until filing the BBB complaint?
  (3) Why is your properly misrepresented online - to a point of fraud - with pictures that do not represent the facility, a description that does not match the facility and reviews that are, in my opinion, fake?
  
  
  Business Response /* (4000, 13, 2022/11/11) */
  **** Mr. ******* *******,
  
  Thank you for taking the time to bring your concerns, regarding your reservation for Ramada by Wyndham in Kent, WA, to my attention.
  
  
  I am sincerely sorry to hear we did not provide you with an excellent experience.
  
  Please send in your full actual credit card statement showing the charge from the property for further review. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to 888-565-7707.Please include your reference number XXXXXXXX on each page you send. Please make sure it includes the financial institution, your name and the charges.
  
  
  Please also send in a letter from your Bank stating the status of the dispute.
  
  
  I apologize for what you have experienced and for any inconvenience this has caused you. I hope you will give us an opportunity in the future to extend our customary hospitality.
  
  Thank you for your patience in this matter. If you have any questions, please contact me.
  
  
  
  
  
  
  Michele
  
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379
  
  
  Consumer Response /* (4200, 15, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No resolution yet - requested information is attached.
  
  
  Business Response /* (4000, 17, 2022/11/21) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  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 Ramada by Wyndham experience.
  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $114.47 which is a 50% refund of your reservation.
  
  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.
  
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379
  
  
  Consumer Response /* (2000, 19, 2022/11/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  ******* *******
  ***************************************** XXXXX
  XXX-XXX-XXXX

• Initial Complaint

  Date:10/14/2022

  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.

  10-1-2022 I booked my reservation thru Wyndham Hotel and Resorts and was charged 80.18 on their website. The reservation was confirmed for the Super 8 motel 1700 State Route 127 Greenville, IL 62246.When I checked in I had my two service dogs with me and the clerk verified my information. She asked for my credit card because it didn't go thru she said ,I told her my wife already paid when she made the reservation. She said "oh your wife is with you, I have to charge you for her" .Upon checking out the next morning I went into the office to get my receipt, the clerk name Omjogi. He told me I have two dogs and that he is charging me for the dogs. I told him I had the dogs with me when I checked in and the clerk was aware of the dogs and never charged me. He took my credit card and just charged me for whatever he wanted. I want the $30 and the $94.34 charges credited back to my card or refunded to me

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/14) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****** ***** at the Super 8 by Wyndham property in Greenville. To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before October 20, 2022. As a company, we're committed to delivering a great experience with every stay with us.
  
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.
  
  
  Marsha
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379