Complaints

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:09/26/2023

  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 had reservation at Super 8 By Wyndham on July 19, 2023 thru July 24, 2023. once I arrived I went inside and there was a note stating to go to the Days Inn to check in. I went across the parking lot to the Days Inn to check in. I went back to the Super 8 and once back inside I notice the hallway had trash all on floor. Went to the end of the hall to use the stairs and got to the room and the door was open,I used my light on my phone to find the light switch. once inside the was a terrible odor and the window was wide open. I walk over to the window to see if maybe someone jump out it. I didn`t see anyone. My guest and myself pulled back the sheets and seen bed bugs moving on the sheets. I told my guest lets get out cause I want stay here. I went back to the Days Inn and talk to the clerk and showed him pictures and informed him that the door was open,window was wide open,trash on floor and bed bugs and I wanted a refund. (*****) was the clerk working that night he appeared to be understand once I showed him the picture. I started call the hotel for a refund on July 20, 2023. I even informed the third party agency that I booked with(Booking.com). I have called both of them 15 -20 times since with know results. On August 17,2023 I called the hotel and talk to ***** she said that they sent my money to (Booking.com). ***** put me on hold and then someone who said she was the manager got on the phone and said she sent my money to Priceline. I told her I did not use them,so when I got off work I called (Booking.com) and was informed that there was nothing sent. I have done all I know to do,I even called Wyndham customer care and they aren`t willing to help. Now when I call I have to call private since I left my phone number for the manager to call me and she hasn`t call yet. I have receipts from 2 other places I had to stay because the inconvenience.

  Business Response

  Date: 09/27/2023

  ************,
  
  BBB Case #: 20644512
  
  Hotel Site #: 07248
  
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Super 8 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 sent this to our Research Team who have confirmed the below:  Please reach out to the third-party booking company as the refund was processed back to their virtual card on August 21 for $****** as below. 
  
  July 19 Single use credit card was charged $****** USD
  July 19 Single use credit card was refunded $****** USD
  July 20 Single use credit card was charged $****** USD
  Aug 21 Single use credit card was refunded for ****** USD
  .
  Single use credit card has been refunded.
  
  We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.
  As a thank you for your support, and as a goodwill gesture from Wyndham, we would like to apply ****** points to your Wyndham Rewards account.
  
  Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.
  
  Once again, we apologize for any inconvenience this may have caused.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  ********************************************** & *************

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20644512
  
  I am rejecting this response because: I have called Booking .com and was told that they have not received anything back from Super 8. Also on September 17,2023 I called Super 8 and spoke with ***** front desk clerk at Days Inn. He said that it was sent on August 21 but was retrieved back on the 22 of August. I informed the hotel that they had to send a letter stating why the refund and they refuse too. This has been an inconvenience for me and the extra money I had to spend on a hotel room I feel that it should be added in to that. I will not close this out until I recieve my money. I am in contact with Booking .com weekly. They cannot get the manager or general manager to reply back to them.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/04/2023

  ************,
  
  BBB Case #: 20644512
  Hotel Site #: 07248
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Super 8 by Wyndham property in ****************.
  
  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 Super 8 by Wyndham experience. You can count on our team to help resolve your concerns. To aid me in resolving this matter, please reply with a copy of your actual full credit card statement (s) showing all the charges and refunds you incurred. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************.
  
  Where the properties are independently owned and operated, we do not have access to their billing information and do require actual full billing statement (s) showing all charges and refunds from the property.  We cannot accept screen shots, if this involves two months to show all charges and refunds, we will need all statements for further review.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
  
  Thank you,
  
  *******
  
  Liaison, Customer Care

  Wyndham Hotels & Resorts, Inc.

• Initial Complaint

  Date:08/09/2023

  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.

  On 06/14/2023 our 2 suitcases (see pics enclosed) were stolen from the lobby at Super8 Motel, **** ***************, ****************.Staff not helpful at all, almost hostile, refused to release video surveillance footage. Manager never available. Refused to provide his/her phone number or e-mail. Report to police without success.Staff even refused to co-operate with police after multiple inquiries.Value of stolen goods approx. $2,500.00.We (my wife and myself) should be entitled to some sort of cash compensation.Documents of police report, booking confirmation, suitcase pics are attached.

  Business Response

  Date: 08/10/2023

  Hello Contact,
  
  BBB Case #: 20444043
  Hotel Site #: 07248
  Customer Care Case #: ********
  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by *************************** at the Super 8 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.

  
  We have sent you the Owner Information of that property, please contact the Owner. Please check your spam folder as well for the email from a do not reply email address.
  
  Our sincere apologies for this experience.
  
  Kind regards,
  
  
  *******
  Liaison, Customer Care

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20444043
  
  I am rejecting this response because:

  The response looks to be a fairly generic template that does not actually provide any remedy or resolution for the concern and demand for compensation that I raised (at least 2 x $200 = $400, according to ******** Rev. ***** 6-25-110 Section 6-25-110 - Maximum liability for articles lost from rooms:
  The landlord or keeper of any hotel or public inn shall not be liable for the loss of any article left by any guest or patron in any room assigned to or occupied by the guest or patron, greater, in any event, than the sum of two hundred dollars for all articles that *** be lost by the guest or patron, except by an agreement in writing made by the landlord or keeper of the hotel or public inn, or person in charge of the office, assuming a greater liability.
  C.R.S. 6-25-110
  Renumbered from C.R.S. ********* and amended by 2017 Ch. 240, 1, eff. 8/9/2017.
  L. 2017: Entire article added with relocations, (HB 17-1245), ch. 240, p. 988, 1, effective August 9.)
  I attempted to contact the hotel property and the manager many times, but the business did not answer- after several rings, the call was dropped.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/15/2023

  Hello Contact,
  
  BBB Case #: 20444043
  Hotel Site #: 07248
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by *************************** at the Super 8 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 work with the property directly. 

   

  *******

  Wyndham Hotels & Resorts Customer Care 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20444043
  
  I am rejecting this response because:
  
  The response looks to be a fairly generic template that does not actually provide any remedy or resolution for the concern and demand for compensation that I raised (at least 2 x $200 = $400, according to ******** Rev. ***** 6-25-110 Section 6-25-110 - Maximum liability for articles lost from rooms:
  The landlord or keeper of any hotel or public inn shall not be liable for the loss of any article left by any guest or patron in any room assigned to or occupied by the guest or patron, greater, in any event, than the sum of two hundred dollars for all articles that *** be lost by the guest or patron, except by an agreement in writing made by the landlord or keeper of the hotel or public inn, or person in charge of the office, assuming a greater liability.
  C.R.S. 6-25-110
  Renumbered from C.R.S. ********* and amended by 2017 Ch. 240, 1, eff. 8/9/2017.
  L. 2017: Entire article added with relocations, (HB 17-1245), ch. 240, p. 988, 1, effective August 9.)
  I attempted to contact the hotel property and the manager many times, but the business did not answer- after several rings, the call was dropped.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:06/12/2023

  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.

  Checked in 6/8/23, walked into the room and saw the comfortable had food smeared on it with Holes from ash. Broken blinds. Broken ac. Holes in the wall,un painted as well.Broken toilet. Missing light bulbs. No towels, pillows, paper, pen, clocks, ect. Horrible room and then hostile service from front girl names *****. Absolutely horrible hotel for all guests.

  Business Response

  Date: 06/12/2023

  BBB Case #: 20167742
  Hotel Site #: 07248
  Customer Care Case #: ********
  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ************* at the Super 8 by Wyndham property in ****************. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before June 13, 2023. As a company, were committed to delivering a great experience with every stay with **.
  
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  
  
  
  ********************************************** & Resorts, Inc.

• Initial Complaint

  Date:08/29/2022

  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.

  Hotel Charged Credit Card for $100 Deposit at Check-In Instead of Placing Temporary Hold on Funds 16 July 2022 Check-In Hotels.com itinerary #************** Instead of placing hold on my credit card for rental deposit at check-in, the property actually charged my credit card $100 before I ever stayed at the hotel for one night. The hotel never claimed any damage (and I did not damage the property); they simply charged my card in advance of my stay and- after more than 6 weeks- no reversal or refund has been provided.I have worked through Hotels.com to attempt to address the concerns since this is how the stay was purchased; the property stated on at least three occasions that a refund would be provided, but the refund has still never been received.After following up on this concern multiple times, although the business (*******) stated that a reversal was made on 11 Aug 2022, it has still not yet been provided.

  Business Response

  Date: 08/30/2022

  BBB Case #: 17793073
  Hotel Site #: 07248
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by *********************** at the Super 8 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: 09/01/2022

   
  Complaint: 17793073
  
  I am rejecting this response because:

   

  First, the business did not actually respond to me, but to BBB.  Second, the response looks to be a fairly generic template that does not actually provide any remedy or resolution for the concern that I raised.  I attempted to contact the hotel property *************) directly twice today (1 Sep 2022) during business hours (e.g., 1:41 PM MT) but the business did not answer- after several rings, the call was dropped.

  My credit card account still has no evidence of any credit for the $100 deposit that was charged to the card at check-in.  Please take note that this does not concern a hold placed on my card- it is actually a charge made to my card for no goods received and no claimed damage.  This is tantamount to fraud that my card would be charged without my permission for no reason at time of check-in.  This error should have been corrected immediately, but has now been over 6 weeks without remedy!  I have had to follow up repeatedly (over 6 separate occasions) to attempt to get this resolved.

  If the direct property management should be answering this complaint, then why is Wyndham attempting to answer this complaint- but with no resolution whatsoever?  If it is Wyndham that is the account holder with BBB, then they must be responsible to provide a resolution for me as a customer at one of their franchised properties.  Informing me that I must deal directly with the property does not provide any actual response, correction, or assistance with my claim/complaint.

  Please have Wyndham or the specific Super 8 property management respond to my concern with a real resolution for the $100 that was wrongly charged to my credit card.  Also, for my time and trouble, please refund the $74.83 I paid through Hotels.com for the stay.

  Thanks for your review,
  

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

  Business Response

  Date: 09/02/2022

  BBB Case #: 17793073
  Hotel Site #: 07248
  Customer Care Case #: ********
  
  Hello:
  
  Thank you for notifying our office of the concern filed by *********************** at the Super 8 by Wyndham property in ****************, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property has resolved the situation with the guest , they have advised that a copy of the folio was sent to the guest showing refund on August 30, 2022.
  
  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: 09/02/2022

   
  Complaint: 17793073
  
  I am rejecting this response because:

   

  The response claims that "the property has resolved the situation with the guest".  This is certainly false.  I have not been able to make contact with the property after repeated attempts.  Further, the property has not contacted me, nor have I received any evidence of a refund.  I have still not seen any evidence of a refund processed through my credit card (I have reviewed the account just today- this very moment).

  After hours of my time spent attempting to resolve the error made by the property it is fair that I should expect not only the refund of the $100 that was an unauthorized charge to my credit card, but I should be given full refund of $74.83 for the stay as well.  Looking forward, I would expect that a business such as Wyndham would also desire to extend some further credit, compensation, or discount for a future stay if they stand behind their claim of the "brand's high standard of guest service" and desire to have any further business.  But at the very least I should receive a full refund of $174.83 in exchange for the numerous hours I have wasted as a result of the error made by the property.

  Why am I still having to take more of my time to get this resolved?  This is simple- six weeks ago, the property placed an unauthorized charge to my credit card of $100.  The money should be returned immediately, without any hesitation, and without any further effort required on my part!

   

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

  Business Response

  Date: 09/13/2022

  BBB Case #: 17793073
  Hotel Site #: 07248
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by *********************** at the Super 8 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, the $100.00 refund was issued on 8/11/2022. If the guest has not received the refund, please have them contact their credit card company.
  

  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: ************

  
  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17793073
  
  

  Dear Wyndham Customer Care,

  
  Please do not send me another canned response.  Please actually read my response and attempt to assist in the resolution of this matter.

  
  As the parent company, you should be able to leverage results from the property; whereas, my repeated attempts have failed.  I have contacted the property directly several times and a person does not even answer the phone.  Two separate (contradictory?) claims have been made by the property that a refund was provided on 11 Aug 2022 and 30 Aug 2022; this is clearly false- as of today, 15 Sep 2022, I have received no such refund in my credit card account.
  The property has effectively stolen $100 from me for the past two months since there is no cause nor authorization for this charge.  This is either the result of a transactional error-giving the benefit of the doubt- or this is outright fraud.  Therefore, I demand the immediate credit/refund of $100.

  
  Could you please use your oversight and authority to provide a credit/refund/reversal for this charge along with evidence to substantiate it?
  For my extensive time and trouble involved in attempting to rectify this problem, will Wyndham provide some compensation such as a refund of the $74.83 that I paid to stay at the property, or a credit for a future stay?  I have spent numerous hours over the past two months engaged in simply trying to recover the $100 I should never have been charged.

  
  Sincerely,

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

  Business Response

  Date: 09/21/2022

  BBB Case #: 17793073
  Hotel Site #: 07248
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by *********************** at the Super 8 by Wyndham property in ****************, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The propertyhas resolved the situation with the guest via a refund in the amount of $100.00 issued on 8/11/2022.  If refund has not been received by guest please reach out directly to the property and/or credit card company.
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.
  
  
  ******
  Liaison, Customer Care
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17793073
  
  Please actually read my last response sent on 15 Sep 2022.

  The property has absolutely not resolved the situation; no refund has been provided whatsoever.
  I have been unable to speak directly with the property since the phone rings several times and then disconnects.

  I have sent a direct response to Wyndham email as instructed.
  

  Please provide a solution.
  
  Sincerely,
  ***********************