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Business Profile

Hotels

Hawthorn Extended Stay by Wyndham Williston/Burlington

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/22/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Business falsely accused me of stealing silverware and charging my credit card for it. In addition to being a false accusation, I was charged over twenty dollars for two spoons that they misplaced.

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a hotel stay with my husband, when we got there, the hotel said LA QUINTA instead of Hawthorn Extended stay. We were assigned to our room and during the stay we had few issues from noise, marijuana smell in the bedroom, bugs in the bed, sheets that were stained, the bedroom phone did not work so we needed to use our cellphones to contact the front desk, we complained about this and we were told by the manager they were going to give us a 30% discount in our hotel stay but at the end of the stay this did not happen, the manager was not present, we called back, we went back to hotel, we complained to HOTELS. COM, we wrote an email, etc but we never received an answer. I complained even to my credit card company to try to get them applied the discount but the credit card company could not reach them. if we would have told that the discount was not going to be valid at the end, we would have gone out of there, it was not a safe hotel, hobos outside, it was nothing at it was advertised.

    Customer Answer

    Date: 08/23/2024

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 12/16/2024

    Short summary is male guest asked for 30% when they first checked in. He wasn't on the reservation but he claimed to speak on behalf of ***** Jose ************* the reservation was booked through *******, we couldn't discount the room and we shouldn't because the guest agreed to the contract with ********


    Male guest wasn't happy with that, so he complained daily on everything he felt was wrong with the room. One of the incident was cutting the phone lines in the room and complaining the phone didn't work.


    $218.90 is the deposit amount for the 1st night of their stay.


    This guest is on our "DO NOT RENT" list.


    Below is a dated documentation of our interaction with the male guest. FYI: he's not named on the reservation.


    6/12: Checkin: Male guest asked for a discount on their room.

    Reservation made through Expedia.


    12/13 4:11 PM
    Checkin: Male guest showed ****, our front desk agent, photos of naked woman on his phone. Sexual harassment in the state of *******, a civil charge...not criminal.


    6/13: Guest complained of phone not working and shower pressure low.

    I called the room from the front desk, phone rings to the room. Asked if I can go to the room and check...he said no, he'll double check the phone.

    6/14: Night time: Guest complained of weed smell to the front desk.

    We are booked and can't move them. Front Desk offered air freshener, guest declined.


    6/15: Morning: Guest complained of phone and weed smell to the front desk.

    I checked the room. The phone cord has been ripped out of the back unit of the phone. Changed phone cord. Phone is working. Phone was fine before room was released to the guest.

    6/16: Morning: Came to the front desk and told them he wanted to speak to the manager abo
    12/13 4:11 PM

    ut "Little green bugs".The bugs in question are, "baby praying mantis", in his words.


    6/16:Contacted Expedia and passed the documented interactions to them...asking them for support.

    Texted with them. Expedia can't do much. Did mention we should put the guests on a blacklist, "Do not rent" list.


    6/16:When he checked out with Jordyn, he demanded 30% off...claimed that's what I offered him. I never talked to him about any discounts.

    --

    ******* *****, GM

    ********* / Hawthorn

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

Hawthorn Extended Stay by Wyndham Williston/Burlington is NOT a BBB Accredited Business.

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