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Business Profile

Hotels

Travelodge by Wyndham Kamloops Mountview

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:27/08/2024

    Type:Product Issues
    Status:
    Resolved
    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 room for my son (prepaid for 2 days) 15 & 16. He checked out am on the 16th The first room had food/dirt on the duvet, food on the drawers, slime on the bathroom/ kitchen counters, urine on and below the toilet, hair and dirt on the pillows. The surfaces had not been wiped thoroughly. 2nd room after complaint: The second room (which they felt obligated to take because I went to bed due to a medical procedure that day) had urine on the bathroom wall, snot on the wall, headrest wasn't clean, old s**** on the bed cover, floor not cleaned, shower broken, and door security lock broken. My son vomited when he left the hotel in the morning because of how filthy it was. He had to go to his medical appointment without showering. I talked to the front desk who said they would refund for the next night to booking-which is currently being processed. I asked for a refund for the night they stayed, but was told only the manager could do that. The manager hasn't returned my phone calls to discuss the state of the hotel nor a refund. Nor has she responded via email after an email from the property assured me that she would. I have sent a complaint to customer service at **********************/**********************. They also have not responded. Any business with this level of filth should not be open. As well, this lack of response from a business is also not acceptable.

    Business Response

    Date: 12/09/2024

    Thank you for reaching out to us regarding the guest complaint.

    We truly value our guests and strive to accommodate all requests.

    In this case, we made several efforts (Room Upgradation without any extra cost and housekeeping service) to assist ******** **** ********* during their stay at our property. Additionally, we were concerned by the behavior of the guests son, who addressed our housekeeping staff in a very rude manner regarding cleaning services for our housekeeping team. We always welcome feedback but expect mutual respect between guests and staff. We sincerely apologized numerous times at the front desk during their stay to express our regret over any inconvenience caused.

    As part of our efforts to resolve the situation, we have already processed the full refund back on Virtual credit card of ***********. Any further handling of the refund will now fall under Booking.coms responsibility as the payment processor. We hope this clarifies the situation.

    If there are any further questions, please feel free to reach out to us.

    Thank you,

Travelodge by Wyndham Kamloops Mountview is NOT a BBB Accredited Business.

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