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Wyndham Garden Hotel Dayton South

Phone: (937) 434-8030 (Disconnected)Fax: (937) 434-9142

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
03/13/2014Problems with Product / Service | Read Complaint Details
X

Complaint
Horrible customer service. Had issues with rooms, wrong bed size, broken ac/heat, broken toilet. no response from customer service numerous times.
My fiance and I just stayed at this hotel. The 1st night the toilet didnt work and we had 2 double beds even though we reserved a king. That night and the next morning I complained about the situation with very horrible service. The next day I talked to the manager and got moved. This new room had an ac unit that would make a horrible noise off & on and wake us up. The service and quality was horrible here.

I contacted the 800 number while in the hotel and was told to deal with local management which did tell me we would get half off the 1st night but im not too sure this happened. The remaining 3 nights we had to deal with a noisy heat/ac blower waking us up all night long. After we checked out I contacted the 800 number as instructed and was told the general manager would contact me by 3/3 but never did so i emailed again. I was told they will send me a voucher for $71 to use at their hotel chains. I would rather receive a refund of some amount then ever stay with them again. I still never heard from the general manager or anyone from the actual hotel.

Desired Settlement
I paid $284.62 for horrible service and accommodations. I would like at least 1/2 this refunded. I do not want a voucher of any type. With the service they provided I would rather stay somewhere else.

Business Response
Contact Name and Title: **** ******** **
Contact Phone: XXXXXXXXXX
Contact Email: *************@interstatehotels.com
Please note the below email correspondence between myself **** ******** - ******* ******* at the Wyndham Garden Dayton South Hotel and guest Mr **** ******. We came to an amicable resolution on this yesterday March 5, 2014 and the guest was contacted by me on March 4th the day prior to your listing this so I assume the guest contacted you prior to yesterday. Emails are from most recent order....

Mr ******'s reply: Yes that is the correct address. Thank you. We will try it soon.

On Wed, Mar 5, 2014 at 12:51 PM, ********, **** <*************@interstatehotels.com> wrote:
Absolutely my pleasure! I will have the certificate mailed out to you right away.
**** ********
******* *******

Mr ******'s reply: We will take you up on the dinner and cocktails. I appreciate the assistance in this.

On Wed, Mar 5, 2014 at 12:45 PM, ********, **** <*************@interstatehotels.com> wrote:
Hello Mr ****** -
The voucher that Wyndham is sending to you will be valid for any location you choose. Our hotel is independently owned and operated so I am only able to issue credit or extend complimentary certificates for this location only.
I can promise you, if you haven't dined with us for dinner - our food is fantastic. Generally you think of hotel food as being so so but our cooks really do a great job and guest comment all the time about how good the wings, philly cheese steak, burgers, chili, etc are. If you would like to join us for dinner and a couple of cocktails for two being that you are local, I would be happy to pick up that tab.
**** ********
***************

Mr ******'s reply: **** could the complementary night stay be at another location? If so this would work for us. We moved 5 minutes away from this location and this is why we chose it. I dont see us wanting to stay there when we live there now.

On Wed, Mar 5, 2014 at 10:53 AM, ********, **** <*************@interstatehotels.com> wrote:
Hello Mr ****** -
Thank you for the details regarding this experience. I have verified that the adjustment of 50% for your second night was taken off of your stay. I can email the receipt to you if your copy does not show this adjustment so you have that for your records.
Would you be interested in a certificate for a complimentary nights stay at our hotel or a certificate for dinner for two up to $50 in our restaurant? The other option I can offer would be adjusting the additional 50% off of the second nights stay which would amount to one night's stay adjusted off of your original bill. Regardless of which option you choose, this would be in addition to the $71 voucher you will receive from Wyndham.
Please let me know which option you would prefer and I will take care of it right away.
I sincerely apologize for the lack of follow up from my team during your stay and from myself afterwards - please know this is not typical as we strive to ensure every guest issue is addressed and resolved as quickly and smoothly as possible. Please consider giving us another try to exceed your expectations Mr ******.

Thank you.

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

Mr ******'s reply: **** , The first night I spoke the man on duty just after we checked in. I told him the first time I calf that the beds were wrong. The second call was about the toilet taking forever to fill and being noisy. I requested a new room and I was told nothing was open and he would note it for the next day. I went down in the morning and spoke with the lady at the desk. She didn't see any notes about the room change and said she would now it. I returned at lunch time and the manager on duty set it up but said nothing was noted for the issues. She ended up saying she would take half the first nights stay off. I'm not sure this happened or not. I called the 800 customer service but they told me I had to check ot before they would help. The second room did have a noisy heating unit . It kept us up off and on. Not to mention our room keys having to be replaced all the time because they stopped working. Anyhow I don't really remember names. I wasnt thinking it would have dragged on this long.
As for a resolution? I was offered a 71 dollar voucher. To be honest im not sure I want to try another place again after this. I don't know what's is a fair resolution. I paid about 280 dollars for this stay. If I could have left I would have. I think the 71 dollars is falling short. I'll let you offer done form of refund vs a voucher or a combination of the two of you feel that's better.
Thanks ****

On Mar 4, XXXX X:XX PM, "********, ****" <*************@interstatehotels.com> wrote:
Good Evening Mr ****** -
First I want to sincerely apologize for not getting back with you last week regarding your customer care case. Thank you for taking the time to let us know of your unacceptable experience so we can address this and remedy the situation.
I understand that you reserved a king bed originally and received a room with two double beds upon arrival. I see that we were able to get you moved to a king the second night of your stay but had a heating unit that was noisy and disturbed your sleep. You also mentioned that you had terrible service and the quality was horrible, I am hoping you can elaborate on this as to the specifics of who and what contributed to this?
I see that you spoke with a "manager" when you were here and they moved you to the new room. Do you recall their name or what they looked like and did they offer any type of resolution at that time for the inconvenience you had experienced?
I want to assure you that I take every customer experience seriously. I did not intend for you to feel as if you were being brushed aside, for that I am sorry.
Please let me know at your earliest convenience the specifics mentioned above and what will be a satisfactory resolution for this experience.
I look forward to your reply Mr ******.
**** ********

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