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:06/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 checked into the hotel based on the photos, I was attending a conference and the group reserved more than 125 rooms. The hotel was dirty, the tub was peeling and the rooms were not cleaned. The photos were misleading and I think fradulent. I found a drug bag in the parking lot/sidewalk this is near ****** and kids are around this is unacceptable. I had an issue with the plumbing which was resolved. But the front desk morning staff 7am-3pm were not helpful and did not apoligze for the issues. I am surprised at the lack of maintance and overall poor quality but this was not relayed to anyone prior to booking.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Stayed on 3/30 Started off on a bad foot. Lady at the desk was more concerned about her phone than me, a paying customer trying to get her attention. Got to my room, beds smaller than expected. Toilet disgusting, tons of water stains on the bowl. Water came out brown from the shower at first. Random flip flop under the bed. Left the restaurant cause it was way overpriced and there was condiments on the napkins. Seems like majority of the staff didn't care to help me either. I had to ask 3 different staff members for a high chair. One pool was closed and the other way overcrowded. I had to pay the resort fee despite using no resort amenities. Not even a mini fridge in the room. Beds extremely uncomfortable. Would NEVER do this again. Absolutely abysmal.

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My *********** checked into this property on 03/25 & checked out 03/27. Upon checking in the room smelled funny but upon seeing the conditions of the property we thought it was because it was just old. After our first night my husband and I both woke up feeling horrendous. Sneezing, coughing, tingling in the throat, shortness of breath, runny ************* The longer we staid in the room the worse we felt. Every time we would step out to go do something we felt better and our symptoms would go away. Second night in the room my husband had red spots all over his body. Almost looked like a rash. & our symptoms continued to progress. My husband didnt sleep all night due to a continuous cough. The second night we both felt extremely itchy. Finally time to check out came around we were gathering our things when my husband realizes that the carpet around the A/C system is all wet. Upon further examination my husband realized that the A/C unit has MOLD. We checked out and brought this up to the attention of staff where paramedics were called and we went to the hospital. At the hospital we were both tested for all major viral infections including the flu, Covid, rsv etc with all coming back negative. My husband received a breathing ******************** My husband has severe wheezing. The dr confirmed that the symptoms could be related to mold exposure. My husband has no medical insurance & has incurred a hefty medical bill.

• Initial Complaint

  Date:02/28/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 stayed at this hotel for my son birthday Feb 9-11. Unfortunately it was a very horrible experience. On Feb 9 I complained to the hotel manager and explained that there was a homeless lady on the steps outside our door while doing drugs and to please have security remove her from the property, later that night we returned from dinner and the lady was still there. Then Saturday morning again the same person was there and yet again went to the front desk to complain, when we came back at night the lady was there this time she was passed out with liquor next to her and looked like she did some heavy drugs, even the next door neighbor came out and witness it. I was told that I will receive a refund for a day back to card. Recently *** spoken to ****** from the front desk and she advised me that the director / manager will update the invoice for the refund and send back to my card. I yet heard from them. I keep calling on a daily basis and no one picks up. Very unprofessional and very low hospitality.

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  For 1 month & 7 days request refund Re: Wyndham ************* Concern, Reference # ******** [ ref:!00D1I0kzc3.!5004u030qu2F:ref ] ******************* Care ******************************* ******************************** Name: ***** or ********************* Address:8001 International Drive, Orlando, ** *****, arrive 12/29/23 checkout 12/30/23, reserv.,#s 80426eq05548 or 80426ee105548; Card Instant issue Wyndham Orlando, ** 12/30/23, 0 4534 ***** 1/1/24 $168.40 Reporting as Wyndham requested Wyndham, Orlando the rooms need upgrade, the sheets are too small, I guess they dont purchase fitted sheets anymore, because the flat sheets used are too small for the bed , & the mattress protector feels like wire mesh, no blankets double sheets on the bed. When my feet hit the wired mesh mattress it wakes you up.Outside, sidewalk bird, dog p*** everywhere especially front of room entrance. Everyday wash would help the cause of p*** removal. Police on the scene at building 6 , called at the location previously the lobby activity. Building 6, dont understand why the Reception Clerk didnt remember, because the Police communicated with him, possibly it was extremely busy. Then, I get my room & building 5, so isolated scary location police activity building 6 upstairs corner room, 6 scooters pedestrians riding the parking lots bringing attention unsafely to your patrons seeing the 6 scooters motorists riding through the parking look so scary. Personally, I think the patrons of Color was giving desolate area to stay the back, most hazards to people or result in harm to the environment due to its properties.You have hoarded wealth Look! The wages you failed to pay the workers who mowed your fields are crying out, You have lived on earth in luxury and self-indulgence. You have fattened yourselves. You charge $150+ per night, the facilities should be more upgraded & secured.Your response to this matter would be highly appreciated. *********************** ************ Prefer email response *************************

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 checked in (Confrimation# ************** on July 12, 2023 and was not pleased with the room. I went to the reception desk next morning and told them I was checking out early. They stated ok and said I would get an email confirmation with update of one night stay. No confirmation was ever received, so I returned the next day and talked to someone at desk and William in accounting and they said it was ok and an email would be sent. I left Orlando and two months later they have not credited back any of the additional days that we did not stay at the property. I used Uplift to pay for the stay and the account has not been updated to reflect one night only. I have been calling and leaving messages with the property and customer care with no response.

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 3/17/23 I checked in at 2:12pm. During my check-in I paid on my card $477.19 which was automatically taken out of my account. In addition I paid $150.00 in cash for a security deposit. I ask the clerk, I will pay it in cash as long as I get it back during my check-out. She confirmed and provided me a receipt for the cash transaction.
  On 3/19/23, @10:52am I head to the checkout counter advise the young lady that I was checking out. I gave her the key she checked me out and proceeded to give me a receipt. I said thank you and asked her where was my $150.00 cash deposit. She looked at her computer and said we processed it as payment to the room. I explained to her that the $477.19 has already been deducted from my account and I would like my cash security deposit. She said she was getting the manager.
  Manager Julisa R***** came out and proceeded to tell me that she could not give me the cash because it was already processed as part of the room credit but if I authorize her to deduct 150.00 from my account then she would give me the cash. I told her that I was not going to authorize another 150.00 transaction on my card when They already owe me. She said then there was nothing she could do and that the 150.00 will be refunded on my card. I said okay and left and only because my son whom is 7yrs old was with me. I have to lead by example.
  I have left messages and no one has called and I have yet to receive my $150.00. I’m a single mom and I work hard all I’m asking for is what is respectful mine. $150.00. I have also contacted my bank and there are no refunds pending. They stole my money.

• Initial Complaint

  Date:10/09/2022

  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.

  We stayed here for our honeymoon 10/05-10/09/22. The staff was super rude and dismissive of every concern we had. They absolutely didn't care and basically gave us a yea that sucks for you attitude about everything.
  
  The first room we were checked into smelt very strongly of urine and the bathroom was dirty. There was hair and mold in the tub and on the shower curtain.
  
  We got moved to a new room which smelt strongly like mildew and cigarette smoke, but we figured we could deal with it since we were only there at night to sleep.
  
  The tub in the new room was disgusting to the point we felt more dirty after showering. There was mold on the shower curtain and paint was peeling off the tub.
  
  The shower had no hot water for days. We both were on hold trying to get ahold of someone at the front desk multiple times for over 45 mins and still didn't get anyone to answer. We even called the hotel hotline and they couldn't get anyone to answer either. When we called the front desk again the next morning and finally got someone the maintenance guy that came up not only had an attitude about it, but acted like we were lying and there was hot water. There wasn't and I promise you we had better things to do with our time then try and get someone to answer the phone.
  
  Not one but TWO different 'clean' towels we got had BLOOD yes blood on them that wasn't from us. This was absolutely disgusting and extremely concerning. The mirror in the bathroom had what also looked like dried blood on it.
  
  The ceiling had unfinished repair work and the wall had some kind of glitter tape on it from the previous occupant. No matter how high we put the ac the room never cooled.
  
  They even charged us twice for the hotel fee and refused to correct it even after we showed them the proof of their error.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Property Update:
  
  We are unable to locate a reservation or a guest under the name of ******************* or *************. Awaiting for additional information in order to further review this case.
  
  
  Consumer Response /* (3000, 12, 2022/10/13) */
  The room was not registered under my name. It was under my husband's (*****************) name.
  
  
  Business Response /* (4000, 14, 2022/10/17) */
  Property Update:
  
  We are unable to locate a reservation under the name of ******************* or *************.
  Hotel need additional information such as reservation number and the name that the reservation was under so that we can investigate further.
  
  Thank you,
  Frances R.
  
  
  Business Response /* (4000, 21, 2022/10/24) */
  ***Document Attached***
  Property Update:
  Located reservation under *****************, from 10/5 to 10/9. This reservation is prepaid, and the hotel only collected the resort fees which has been credited today -112 to card on file. This transaction can take between 5 to 7 business days.

• Initial Complaint

  Date:10/02/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Due to Hurricane Ian I could not go on booked vacation. ********* requested a refund on my behalf due to weather and I was told I don't qualify for a refund. Hotel confirmation number is ********* totaling 307.57.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Good morning,
  
  
  As per our notes, the property adjusted the direct billing to zero balance. Since this is a prepaid reservation and the property didn't collect any funds from the guest, we suggest for the guest to contact ********* customer support for the refund status.
  
  
  Consumer Response /* (2000, 7, 2022/10/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Spoke with ********* again once this reply came in. I got a refund minus 26.00 which I assume is a fee for cancellation.