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:05/12/2025

  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.

  Hello. I'm requesting your assistance with getting a refund for a recent booking. I booked four rooms for three nights at the Days Inn, 2905 Fern Valley Road, Louisville, KY, 40213. After arriving and checking in, all of the rooms were absolutely disgusting. One of the rooms was so bad we had to change rooms (it hadn't been cleaned from a previous stay). All of the rooms smelled like smoke and marijuana, one room had a used condom on the floor, and most of the bedding was stained. There was a prostitute in the parking lot, a guy sitting on the back stairs of building two shooting up heroine, some guys driving around the building over and over again just staring at us (literally over 20 times), and a guy made a comment to my female "I'm going to take care of that tonight". I was on a school trip, traveling with students. For their safety, we decided to go somewhere else. Susie was working the front desk and wasn't happy with what I reported to her. She also said we wouldn't get a refund due to their cancellation policy. This is unfair. We held up our end of the deal but this location fails to maintain the location and fails to provide a safe stay. I booked the stay through ********** and they tried to help but the hotel refused because of their cancelation policy. I feel its also part of the hotel's policy to provide clean, sanitized, and safe rooms. Occupants should feel safe in their rooms without worry of getting attacked, sick, bedbugs, etc. I'm asking for your assistance in getting a refund, either from the hotel manager or Wyndham Hotels. We were supposed to stay from 07 - 10 May. We stayed for about an hour.

  Business Response

  Date: 05/12/2025

  
  
  *** **** ** ********
  ***** **** ** *****
  ******** **** **** ** ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by **** ***** * at the Days Inn property in Louisville, KY.

   To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before May 15, 2025. As a company, we’re committed to delivering a great experience with every stay with us.

   If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.
  
  *******
  ******** ******** ****
  ******* ****** * ******** ****
  ******* ************

  Customer Answer

  Date: 05/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because ********** and I have both discussed my concerns with the employees/management at the location and they have refused to provide a refund. I feel if the management contacts me directly, the result will be the same. The response and decision for this matter needs to come from someone higher than the general manager of the hotel. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 05/12/2025

  *** **** ** ********
  ***** **** ** *****
  ******** **** **** ** ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by **** ***** *t the Days Inn property in Louisville, KY.

   To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before May 15, 2025. As a company, we’re committed to delivering a great experience with every stay with us.

  The properties are independently owned and operated we do have to give them time to get back to the guest with a resolution. 

   If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  
  *******
  ******** ******** ****
  ******* ****** * ******** ****
  ******* ************

  Business Response

  Date: 05/12/2025

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

  
  

  I refer to the complaint by our guest ******* ***** who had booked 4 rooms for the ******* **** * during that time with *********** The arrival dates were May 7th through  May 10th, he had reserved 2 rooms under his name and the other two were for ***** ******* *** ***** **** with ********** for Prepaid and Non refundable reservations.

  They checked in on May 7th evening around 3.20 pm . They informed us that they were checking out , our front Desk Agent informed them they would be charged for the night and as regards to refunding the balance it will be up to the manager 's discretion . I refunded them the balance amount the next day. All relevant copies are attached for your records and reference.

  As regards to the people wandering around the balcony/property we have no control on them as we were sold out for the Archery Show in town. We request our guests to get back to their respective rooms around 11.00 pm and it was not 11.00 pm.

  All copies of the reservation details and the refund details are attached herewith for your kind attention.

  Please let me know if i can be of any further help or assistance to you in this matter.

  You can reach me by phone ************ or by email **************************

  
  

  Thanking you for your help in advance

  
  

  
  

  **** ****

  
  

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

  
  

• Initial Complaint

  Date:07/03/2024

  Type:Billing 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.

  Booked room for one night, 6/29/2024, via Wyndham app, found this location was convenient, and within budget for our arrival. Total cited for stay after taxes and fees was $87.23. Unfortunately, upon arrival, an undisclosed charge of $75 was added to my bill - a deposit/fee in case I decided to smoke in a room I specifically chose as non-smoking. With the time of day, we weren't interested in hunting for another hotel late at night, and figured it was just a hold, that would be removed at checkout 11 hours later.
  
  After a long (>20 min) wait to check out on 6/30/2024, got some nonsense about "7-10 business days". Since it was now nearly a half hour after I expected to check out, we had plans, and a line had been forming behind to check out; I decided to sort this out after getting home. Sure enough, my card has been charged $162.23 - not $87.23. Neither the property, nor the corporate office seem inclined to release my money - but rather make some profit off the interest during the two week cushion "7-10 business days" gives them. By the way, this appears not to be a "hold", but a full charge of $162.23, now waiting on a refund of $75.00. A hold would have cleared up before posting.
  
  1 - Have some common courtesy and disclose clearly, in advance, that you're going to charge nearly twice the room rate. I have been a Wyndham Rewards member like 20 years, and have NEVER had this. At least places like the Vegas casino hotels are very clear in the reservation process about their "resort fees", so you know what you're going to pay. I would have booked elsewhere for the same or lower price otherwise.
  
  2 - This is the 21st Century. If you can take the money in a second, you can give it back just as fast.
  
  3 - Maybe a better approach than rip off the guest is to charge the customer after the fact if they cause damage (smoke, break things, steal things...), vs presuming bad behavior. I chose non-smoking
  
  I want the money back today - not in two weeks.

  Business Response

  Date: 07/30/2024

  Hello 

  We had already refunded the guest on June 30th 2024 $75.00 held as Incidental deposit. It was duly returned on next day after the guest checked out. A copy of the folio showing refund has been attached for your reference and records.

  Hope this is ok to close this complaint.

  Please email or phone me at ********** for any further questions and concerns.

  Thank you 

   

  **** **** 
  
  ******* ******* 

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

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