Complaints

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

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• 

  Wyndham Hotel Group

  1011 S. Akard Dallas, TX 75215

• 

  Wyndham Hotel Group

  1950 Stemmons Freeway Ste.6001 Dallas, TX 75207

• 

  Wyndham Hotel Group

  3116 Bandera Street Denton, TX 76207

• 

  Wyndham Hotel Group

  1215 E. I 30 Greenville, TX 75402

• 

  Wyndham Hotel Group

  215 E. Airport Frwy Irving, TX 75062

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2022

  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 August 9th I went to Denton tx to visit my grandmother who was on hospice and stayed at La Quinta Inn & Suites by Wyndham Denton Texas. My original room was infested with cockroaches and had to get a new room. My issue is for 2 months I have messaged customer service multiple times without any response from them. There has been no attempt to resolve this issue. I was charged for the room even though it was filthy and infested with roaches. It was a huge inconvenience having to switch rooms at 10:00 pm and then be terrified to sleep not knowing if the new room was as bad. As you can see below, first picture I have a roach in my bed.. second picture was one I killed on the wall.. there were 2 I flushed down the sink in the bathroom and another I saw on the wall that went behind the tv that I was not able to kill or get a picture of... roaches are by far the worst thing that I can come across, I'll do spiders and snakes but roaches I can't do... I was scared to fall asleep actually. I drove in from houston and shouldn't of had this fear going to sleep knowing roaches were in my last bed/room. But now that wyndham has failed to respond has made this incident far worse than it originally was.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/10) */
  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 La Quinta by Wyndham property in Denton, TX. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. Customer Care was informed by the property management team that they offered the guest 15,000 Wyndham Reward points as compensation. Please have the guest reach out to the property directly via telephone at 940-808-0444 or via email at [email protected].
  
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at [email protected].
  
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

• Initial Complaint

  Date:10/07/2022

  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 writing to inform you about my resent stay at one of your hotels in Newport RI. I don't travel that often and this was a weekend getaway with my 2 sons.
  We checked into your facility on September 30th, after check-in my credit card went missing. That was the first unpleasant situation.
  When we went to our room the room smelled of vomit. I mentioned it to the front desk staff twice. I think the solution was they sprayed Lysol when we left. I had asked again if something could be done due to the smell "NOT" subsiding. That was number 2 of our unpleasant stay.
  We also had to ask for soap, shampoo etc. There was nothing in the room as far as complementary coffee pods, shampoo, conditioner, hand soap for sinks or shower.
  
  I understand that everyone is having issues with being short staffed but... I paid $912.00 for a 2-night stay and was extremely taken back on how we were treated. It was an extremely cold weekend and turning on the heat with the smell of vomit lingering in the air is a complete and total turn off. I had to have my clothing dry cleaned to get the smell out. I'm shocked we weren't asked if we wanted to switch rooms.
  
  I would truly appreciate you reviewing my concerns and I would like some kind of communication back as to how to rectify this situation. After waiting a year for this trip... not how I wanted to enjoy the weekend with my boys.
  
  Best was when my credit card company told me I was double charged for the stay and that my card had flatulent activity.
  Best,
  ******* J

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/10/10) */
  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 [email protected] and I will personally help address the guest's needs.
  
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

• Initial Complaint

  Date:10/05/2022

  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.

  We stayed at the Ramada Inn by the Denver Airport. The room wasn't cleaned and it was too late to switch rooms. There was literally hair in the bed.
  
  I have photos.
  
  In ADDITION, my daughter left her prescription meds in the room. I emailed three times and called three times to see if house keeping could retrieve it.
  
  Nobody answered.
  
  I asked for a refund just based on it not being cleaned in the time of covid.
  
  They offered me $12 worth of Hotel points which are basically worthless.
  
  I would not have escalated this if it wasn't so insulting. Just to have to refill her meds cost me more than this but finding an unclean room is a health hazard at these times.
  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/10/10) */
  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 Denver, CO. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. Customer Care has offered the guest 1,500 Wyndham Reward points which the guest declined as they are requesting a refund instead. Unfortunately, customer care does not have the ability to issue refunds; therefore, we feel we feel the best resolution will be achieved by direct communication between the property management and the guest. The guest can contact the property directly by calling 303-371-9300 or via email at [email protected].
  
  Please note our email address has changed. If you need any 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, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did leave four messages and two emails hence this escalation
  
  
  Business Response /* (4000, 9, 2022/10/12) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  We regret that the guests concern is ongoing. This property is independently owned and operated and unfortunately, customer care does not have the ability to reverse charges, nor issue refunds.
  
  Wyndham Hotels & Resorts does not have the ability to issue refunds; therefore, we feel we feel the best resolution will be achieved by direct communication between the property management and the guest. The guest can contact the property directly by calling 303-371-9300 or via email at [email protected].
  Once again, we apologize for any inconvenience this may have caused.
  
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at [email protected].
  
  Kind Regards,
  
  Marsha
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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.

  09/04/2022
  
  $59.31
  
  They committed to providing a clean room.
  
  The nature of this dispute is to receive a refund for a room that was not properly cleaned. The bathtub did not look appealing, there were roaches in the bathroom, and the comforter set on one of the queen beds had holes in it. The very first clerk stated he could not issue a refund because it has been almost an hour. We checked in after 7 pm and checked out before 8pm. We were in the room only about 15/20 minutes top. The clerk I spoke with on today stated he was not going to give my money back if it had been over 30 minutes and he did not care who I called and that I was free to do whatever it was I wanted to do.
  
  The business did nothing to solve my problem besides tell me they were not going to give my money back for a room we did not stay in.
  
  Confirmation number is 84863**043942
  
  
  ref #- XXXXXXXX is from the complaint I filed with their customer care team.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/07) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  Thank you for notifying our office of the concern filed by ********* ***** at the Howard Johnson property in Grand Prairie. 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 August 12, 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.
  
  
  Marsha
  ******** Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response because they are still not trying to give my money back. I received an email in regard to getting a 15% off discount for my next stay. I will not be staying at this location ever again due to how badly I was talked to. I do not want any deals or discount. I would just simply like to be refunded for the room that we did not stay in. Mainly because extra money was spent right after to find us another hotel.
  
  
  Business Response /* (4000, 9, 2022/09/09) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  **** 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 Howard Johnson by Wyndham experience.
  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $59.31.
  
  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.
  
  Kind Regards,
  
  Melissa
  *******, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (2000, 11, 2022/09/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The mailing address I am currently residing at in this moment is 1207 Summer Lane, Jackson, MS XXXXX. I am back home in Mississippi. My full name is ********* *****.

• Initial Complaint

  Date:09/06/2022

  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 booked the Howard Johnson by Wyndham in Middletown Rhode Island expecting to stay September 3rd -September 5th 2022. I booked through Expedia. As I walked to my room ( no elevator) there were several men in the hallway holding beer bottles who seemed to be arguing and one of them was trying to calm the other down . Horrible first impression. When I arrived I found the room to have a awful smell as their was water damage. There was hair on the bed and ants crawling all over the bathroom floor. I immediately took my wife and one year old child out of there and told the front desk I would be checking out. I did not stay there more than 20 minutes. I will provide the check out form showing I left right away. The General Manager ***** ********* basically called me a liar and approved Expedia to return only one Night stay. I should not be forced to stay in a filthy hotel because I prepaid. I'll be contacting my credit card as well. I want both nights refunded to me

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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 Howard Johnson by Wyndham property in Middletown, RI. To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before September 9th. 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.
  
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX

• Initial Complaint

  Date:09/02/2022

  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.

  I booked 2 queen bed rooms for July 15&16th 2022 at the Days Inn by Wyndham Vancouver WA XXXXX for myself, husband, son & daughter in-law. Though the rooms were the same they charged different prices, with a total of 735.11, I ask about the fees they said it was all the taxs. I was told I could have bottom floor rooms, and there is no refund if canceled. When my husband and son got to the hotel they said there was no rooms on the bottom which I had requested because I don't walk every well and cannot do steps, they did find us one bottom room. To say the rooms were dirty is an understatement , but because I don't ever stay in hotels I was afraid that if I tried to cancel the rooms I wouldn't get a refund, and I couldn't afford that. We were only going to be there at night so I figured we could live with It, but I had not checked everything. Our room had no cold water at all, we couldn't shut the bathroom door because it was broke. We didn't use the air conditioner because it was filthy. There was mold in different places and the beds were bad like they were broken. My son room was also bad, the picture of the coffee pot in their room (blow it up and you will see the mold inside) they just went and bought a sm. pot. The whole thing from the beginning to the end was awful. I thought I was calling the hotel but i got a booking place , my fault because I didn't know what I was doing, I also didn't think I had a choice but to stay there. If it was small things I would have just dealt with it, but I couldn't let this go It's just not right. I don't complain about much and I don't lie, but I just had to do something. I have contacted Wyndham they gave me a Reh. #XXXXXXXX showing I filed a complaint that was in July, they said they would contact me but didn't. I called them Aug 2 but couldn't get through. I tied serval more times still no answer, so I am turning to you for some help. If you need anything call XXX-XXXXXXX Thank you so much.

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/09/06) */
  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 Days Inn by Wyndham property in Vancouver, WA.
  
  As a gesture of goodwill, we would like to offer you 7,500 Wyndham Reward points enough for one complimentary night or redeem points for a highly discounted night 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.
  
  Kind Regards,
  
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service 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.

  Recently I was a guest at the Baymont by Wyndham Hot Springs and had a wonderful time. However, booking the reservation was a horrendous experience.
  
  I made a reservation on 08/08/22 for 8/20 to 8/21 for a stay at the Baymont by Wyndham Hot Springs location by directly contacting the hotel. I was advised an email confirmation would be sent. I did not receive the email and called the hotel back to verify the correct email address was on file and obtain a confirmation number (XXXXXXXXX). Even though I was told that they had the correct email address, I did not receive an email confirmation and checked my junk email folders to be sure.
  
  When checked on 8/17/22 the reservation by utilizing the check reservation tab on the your website and unable to find my reservation (see attachment), I was advised that this wasn't a valid confirmation number. I called 877-999-3223 and was told my reservation had been canceled and I was transferred to customer service (between 9:00 am and 9:15 am on 8/17/2022) spoke with "Collin", who identified himself as a customer service manager who stated the reservation was cancelled as my credit card was found invalid when the hotel attempted to charge incidentals. He refused the listen when I said my card wasn't invalid or explain why my credit card was being charged for incidentals more than a week prior to my check-in date.
  
  I have included a document that verifies that the credit card I used as valid prior to and after making the ill-fated reservation on 08/08/2022.
  
  As the confirmation number I was provided was invalid, it stands to reason that whomever attempted to charge my credit card was inputting incorrect information and was attempting to use my information for nefarious purposes. When attempted to asked why wasn't notified of an issue, I was told basically that customer service was too busy to follow up with customers and being told "That's just how it is" is NOT acceptable by any customer service employee.

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/29) */
  BBB Case #: XXXXXXXX
  Hotel Site #: 17845
  Customer Care Case #: XXXXXXXX
  
  Hello,
  
  Thank you for notifying our office of the concern filed by ****** ****** at the Baymont by Wyndham property in Hot Springs, AR. 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 gesture of goodwill, we would like to offer you 15,000 Wyndham Reward points enough for 1 free night or 5 highly discounted nights at most 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]
  
  Brenda
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379
  
  
  Consumer Response /* (2000, 7, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am satisfied with the response. The hotel service was excellent, however the customer service for Wyndham marred the experience and I wanted the company to be aware that the representatives representing the company failed in discharging their duties to the company.

• Initial Complaint

  Date:08/18/2022

  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.

  We stayed at the Howard Johnson by Wyndham in Galloway, NJ. We stayed August 13-14th, 2022. The total for the one night was $304.
  
  We followed directions to the address that they listed on Priceline but when we arrived at that address, there was nothing there. We spent over an hour trying to find the hotel because the address listed was incorrect and we called the front desk several times, but they did not help. The correct address is in Galloway, NJ, but it was listed as being in Absecon, NJ (as shown in supporting photo) which takes you to the wrong place.
  
  When we entered the room, the bed sheets were clearly not clean and were stained.
  
  The next morning, we saw that there were roaches throughout the room - climbing along the walls and the bathroom mirror. We saw this and quickly packed up and left much earlier than the required checkout time.
  
  We tried going through the management of that hotel, but they were unhelpful. They offered points but this is clearly unsatisfactory because the hotel was so disgusting that we would never go to any of their hotels again.

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/08/18) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  **** Contact:
  
  Thank you for notifying our office of the concern filed by ***** ******* at the Howard Johnson by Wyndham property in Galloway, NJ. 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 that the property management team offered the guest Wyndham Rewards points as a goodwill gesture and the guest declined.
  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com
  
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The hotel has not responded.
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Hello:
  
  Thank you for notifying our office of the concern filed by ***** ******* at the Howard Johnson by Wyndham property in Galloway, NJ. 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
  
  
  Brenda
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (4200, 11, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The second response received is just a copy and paste of the first response.

• Initial Complaint

  Date:08/12/2022

  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 July XX XXXX, I had a reservation at the Super 8 in Elizabethtown KY. I got there to be told my reservation had been cancelled due to the credit card not going through. There was never a call to me. The card had more than enough credit on it. I had just used it at Wyhndham in New Orleans. I filed a complaint with Wyhndham as I incurred additional costs due to having to find my own hotel at a higher rate. They promised to at least reimburse the difference in rate. Now they will not hold by that and have given 2 different reasons from the manager said I cancelled the room to the credit card didnt work. I even proved there were no issues with the credit card as I used it at the new hotel. Complaint number is XXXXXXXX. Furthermore, they closed my complaint with no response to me either. I had to make multiple calls to customer service just to get updates as they do not respond to emails. The last person I dealt with refused to provide me a higher manager. While I was not charged by Wyhndham I did incur a charge from the wonderful people at Holiday Inn who helped me in my time of need. My kids did not get a decent meal that night and we were all distressed. I am requesting reimbursement of the full amount I paid to Holiday Inn of 314.38. see attached information.

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/08/15) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  Hello:
  
  Thank you for notifying our office of the concern filed by ******* ******** at the Super 8 by Wyndham property in Elizabethtoiwn, KY. 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 adress has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com
  
  Brenda
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have tried to work with the property and the manager comes up with different reasons why he/she cancelled the reservation, even with proof that a)there was no issue with the credit card and b) I did not cancel the reservation. I also was promised by Wyhndham **************** when I called that same night to at least pay the difference. That obviously is on Corporate. REgardless, this Franchise represents the Wyhndham Brand and when the Franchise cannot act responsibly, corporate should step in and correct the issue for the customer then deal with the franchise on the backend.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  Hello:
  
  Thank you for notifying our office of the concern filed by ******* ******** at the Super 8 by Wyndham property in Elizabethtoiwn, KY. 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. Please reach out to Ishan ***** at (XXX) XXX-XXXX.
  
  Once again, we apologize for any inconvenience this may have caused.
  
  Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com
  
  
  Brenda
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (4200, 11, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are not even taking time to read the rejection of the resolution and sending canned comments with no further research. I called Wyhndham Customer Service directly that night and was Promised at least the difference in the cost between the two hotels. That piece has NOTHING to do with the Franchise itself. So at the very least Wyhndham is not even listening to the calls and the promises made by their own customer service team.

• Initial Complaint

  Date:08/11/2022

  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.

  I stayed at the Shakopee, MN Baymont by Wyndham from July 29, 2022 to July 31, 2022. When I made my reservation over the phone, I called the phone number listed for the location on google. That particular phone line led me to the Central Reservation System. I booked my stay and asked how much the total would be, the operator said $205.99, I then asked to clarify if that was for one night or the whole (2 night) stay, to which he responded the whole stay. So I responded again, $205.99 total. He said yes. So when I got to the hotel, I gave the receptionist my ID and then she asked me what kind of card I would be using, I responded VISA. Then I tapped my card on the Pinpad, which did not display my total. Once I received my receipt I found that my total was $454.72 and not the original $205.99 I was told it would be. I then asked them to find a way to lower my total, since they "could not refund it." So we ended up staying in a 2Q bedroom instead of a King we anticipated. The room was not clean by any standard, the sink in the bathroom had either mold or mildew, and it was an overall bad stay. I then voiced my frustrations to the front desk where they give me the "Customer Care" number to file a complaint and dispute the charge on my card. I call August 1st, the Monday I arrive home, and I was told to give my complaint 7 days to be looked over. I called again twice more that week, and then I called the next monday where I was told that my desired resolution would be decided by the end of the day (Refund). I call Tuesday the 9th and I am told that the Customer Care line couldn't even process my refund, the manager of the location I stayed at would have to do it. I called the manager after being on the hook for a week mad at this point. The manager doesn't even tell me he won't refund me, he has someone ELSE call me back to tell me this. I then call the customer care line AGAIN to see what they CAN do, and the best they can give me is 35% off my next Wyndham stay. I'm mad
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/15) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  Hello:
  
  Thank you for notifying our office of the concern filed by ****** ******** at the Baymont by Wyndham property in Shakopee, MN. 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 adress has changed. If your offices require more information on this matter, please contact me directly at [email protected]
  
  
  Brenda
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379