Complaints

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

close

Find a Location

Southridge Hotel LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Southridge Hotel LLC

  4220 W 27th Ave Kennewick, WA 99338-2260

• 

  Southridge Hotel LLC

  PO Box 5420 West Richland, WA 99353

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:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently booked a stay at the Baymont by Wyndham **********/********* **, checkin leading up to getting to my room went great however as I entered my room with my family I instantly noticed that there was an adjoining room no where in the ad was this listed and I felt uncomfortable having my family stay there for the night. We were in town for a basketball tournament and unfortunately had to leave to get back to the tournament as we had a game to play, we left our stuff in the room and where in there for about 10 min. Upon returning to the hotel we asked the front desk attendant if we could be switched to another room that was adjoined to a group of friends who were also staying the night, she unfortunately said no, we made an attempt to be as accommodating with the hotel as possible but they showed no remorse and refused to be accommodating. We went back to the room to gather our thoughts and figure out a plan, the more time we spent in the room the more we realized how filthy the condition of the room was. We documented and took pictures of everything as best as we could since the hotel was already not being helpful. We decided that with all we had gathered it was not in a safe of condition for my family to stay the night there, we are a family of 4 consisting of myself a 23 yr male, my gf a 23 yr female, and our two kids a 2 year old and a 10 month old. If the adjoining room where to have been mentioned in the hotel description or shown in the hotels pictures we would not have booked that hotel. After they refused to be helpful we were going to just make it work however as we spent time in the room it became obvious that the room was in no condition to have a crawling 10 month old in. We contacted the hotel manager as well as Priceline for help with the our reservation but Priceline insisted they could not refund us unless the hotel did. After showing pictures to the hotel manager and his general manager they have still chosen not to refund us.

  Business Response

  Date: 07/19/2022

  BBB Case #: 17557107
  Hotel Site #: 37731
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by *********************** **** at the Baymont by Wyndham property in *********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  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 ************************************
  
  
  ******
  Liaison, Customer Care
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17557107
  
  I am rejecting this response because: The property management team already failed to offer any kind of resolution but a 15% discount on our next stay. If our first stay was this dirty and terribly described of a room why would we want to stay there or at any Wyndham hotel again. This property management team failed to provide a clean room that I believe wouldnt  meet your standards unless your standard is to provide unclean and unsanitary rooms. I have gone to great lengths to be as accommodating as possible but a 15% discount will not suffice. I was just recently in talks with the property manager and he let me know his general manager would give me a call. It has been nearly a week and nor he nor his general manager have been able to provide me with a time in which he will call. I would like for this complaint to end with a Great customer service the ********************** team really went above and beyond to make sure we were taken care of but unfortunately it has not gone the way I really wish it would have.  
  
  Sincerely,
  
  *********************** ****

  Business Response

  Date: 07/26/2022

  BBB Case #: 17557107
  Hotel Site #: 37731
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by *********************** **** at the Baymont by Wyndham property in *********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
  
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management or with whom reservations was booked 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 ************************************
  
  
  ******
  Liaison, Customer Care
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17557107
  
  I am rejecting this response because:
  
  While the hotels are franchises and individually owned its still your brands responsibility to hold these hotels accountable. This is so instances like this dont happen, all you have done so far is informed me that you know and havent taken any course of action. So far the hotel management has failed to come to a reasonable resolution and why would they? The brand that they are representing has taken zero action thus far against them. 
  
  Sincerely,
  
  *********************** ****

  Business Response

  Date: 08/09/2022

  BBB Case #: 17557107
  Hotel Site #: 37731
  Customer Care Case #: ********
  

  Hello:
  

  Thank you for notifying our office of the concern filed by *********************** **** at the Baymont by Wyndham property in *********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
  
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management or with whom reservations was booked 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 Care
  
  
  ********************************************** & Resorts, Inc.
  Office: ************