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:06/17/2025

  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.

  So our girls are on a softball team that travels and a parent found this hotel for all of us to stay in. We stayed June 6th-8th. First of all our shower was broken and I immediately asked to get it fixed and front desk said in the morning is when maintenance would be in so I said ok. We go to our softball games all day and our shower is still not fixed I went to front desk I asked him about it he checked the maintenance sheet and it said he fixed it! He calls the guy and he said no I didnt I just wrote it down thinking I would get to it so thats number one number two is parents were hanging out in the lobby Saturday night and police officers keep coming in and apparently a guy committed suicide on second floor. So then one single women from a funeral home or somewhere come in with a ****** asking for the elevator! There isnt one so this lady needs help so my finance and another dad from the team have to help her with a dead body and getting it down the stairs! I am just appalled with this hotel. Ive called multiple times trying to get the manager and she will not call me back. I want our money back from the two nights we stayed. The hotel smells of weed there was a cigarette above our mirror which I also told them. The screen in the window is bent and broken like someone tried breaking in and the window will not stay shut! The night life around the hotel is horrible. If someone calls with a team full of young girls looking for a room they should just say theyre full

  Business Response

  Date: 06/18/2025

  BBB Case #:23481088
  Hotel Site #: 02556
  ************* Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ****** Morsier at the Howard Johnson property in Billings, MT. ********** 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. 

  Unfortunately, Wyndham ************* does not have the ability to authorize or process refunds as we do not have access to the properties billing system(s). The guest may contact the property directly via telephone at ************** or via email at ***********************************************************************************************

  As a one-time gesture of goodwill, we would like to offer ****** Wyndham Reward points - enough for one complimentary night stay at any of our tier 2 properties.  If you have yet to enroll in Wyndham Rewards,you can do so here:

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

  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  

  Kind regards,
  

  *******
  Liaison,*************
  ********************************************* & ********************. Inc.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair 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.

  11/21/2024 Checked in got into our room 224. The smoke alarm was beeping and out of batteries. There was p*** stains on the shower curtain. Called front desk told them about everything. She came to room and said she couldnt find batteries for smoke alarm. Didnt offer to clean the p*** stains or even offer a different room. P*** was also on an orange chair.

  Business Response

  Date: 11/25/2024

  
  
  
  BBB Case #: 22592930
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
   Thank you for notifying our office of the concern filed by ********************* at the Howard Johnson property in Billings, MT.

   To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before  November 28, 2024. As a company, were 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 ************************************ and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************
  

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22592930
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******/**** no contact was made back to me by business manager 

  Business Response

  Date: 12/06/2024

  BBB Case #: 22592930
  Customer Care Case #: ********

  Dear contact,

  Please accept our apology if the level of service received on this occasion fell short. We take all guest feedback incredibly seriously, hence why this complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.

  Howard Johnson by Wyndham located in Billings, 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. If the desired resolution is that of a monetary one, you will have to work with that property directly to obtain that.

  As a gesture of goodwill, we would like to offer ****** Wyndham Reward points - enough for one complimentary night stay at any of our tier 2 properties.  If ****** **** would like to accept our offer and has yet to enroll in Wyndham Rewards program, please click the link provided below:

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

  Please reply to this email with your Wyndham Rewards member number and we will add the points to the account.

  Kind regards,
  
  ******
  Liaison, Customer Care
  ********************************************* & ********************. Inc.

  Customer Answer

  Date: 12/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  rewards number 507834515H
  Sincerely,
  
  ****** ******/****

• Initial Complaint

  Date:11/14/2024

  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.

  I purchased a hotel room from Howard Johnson in Billings, ******* through Priceline on July 25, 2024 for a total of $501.42. About five minutes after booking, we found out that this hotel has bed bugs. We called to cancel right away and were told that the manager had to do that and they were not in until the next morning. We were told over the phone that it would be no problem to get our money back. Then, the next day, they told us to call Priceline, and Priceline told us to call Howard Johnson. We kept getting bounced back and forth between the two with no result. Needless to say, the manager just kept giving us the runaround and would never give me the refund. We paid for 2 days at a hotel that we never stayed at. This was a lot of money for me as I live on disability. This is very wrong and no hotel should be allowed to get away with this. I really didn't need this added stress. My mom had just passed away, and we were in Billings because my brother in law passed as well. I didn't deserve to be treated this way and I deserve to get my money back. No person in their right mind would stay somewhere with bedbugs.

  Business Response

  Date: 11/15/2024

  
  
  BBB Case #: 22558452
  Hotel Site #: 50076
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ******** at the Baymont property in Billings, MT.

   To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before November 18, 2024. As a company, were 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 ************************************ and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22558452
  
  I am rejecting this response because: I have already spoken to the company that owns this hotel and they have also given me the runaround.  How can I be sure that they will actually take care of this after that? I am owed a refund,  simple as that.  I'm tired of being dragged to this person and ya at person and nothing gets done.  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/03/2024

  BBB Case #: 22558452
  Hotel Site #: 50076
  ************* Case #: ********

  Hello Contact,

  Thank you for contacting our office regarding ***** ********. The Baymont by Wyndham property, located in Billings is independently owned and operated, meaning it is the properties responsibility to provide quality accommodations and good service. If the guest wishes to be refunded, they will need to work with the third-party booking agency and the property management team directly.Unfortunately, Wyndham ************* does not have the ability to authorize or process refunds as we do not have access to the properties billing system.

  If the guest wishes to accept the one-time gesture of goodwill we offered in the form of ****** Wyndham Reward points, equivalent to two complimentary night stays at any of our tier level two properties, worldwide, please have them reply and we will be happy to have those deposited.

  If the guest has yet to enroll in Wyndham Rewards, they can do so here:

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

  Simply reply to this email providing their Wyndham Rewards member number and we will gladly apply the points to their account.

  Rest assured the feedback and details of the guest's experience is taken seriously and we will be reviewing internally to determine the areas that need improvement.

  Kind Regards,
  
  ******
  Liaison, *************
  ********************************************* & ********************. Inc. 

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair 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.

  On the 19th of May I reserved a room at the Howard Johnson by Wyndham hotel in Billings, ******* and upon checking in we looked at our room. The room was dirty. stuff on the sheets. The bed sheets hadn't been washed. They'd been made but not washed. There were stuff on the wall stuff on the floor stuff on the toilet. It was disgusting, so I went to the front desk and asked for a new room and upon looking at the new room, it was equally as dirty. boogers on the light switches, the sheets had not been washed. They were dirty, milkshake spilled on the countertops. Looked like pop on the walls. The room had not been cleaned, so me and my wife decided we was not going to stay. so I went to the front desk to check out and get my money back. And there was nobody at the front desk that could do a refund. no management there, so I asked them to call one. The desk clerk said no and some other guy said they would not do that because they were out of town. I told them so am I. I left my name and my phone number for a manager to call me. That way we could work it out. for the refund that hasn't happened yet. So I reached out to the place I booked online from and they reached out and got no word I have called several times and no management ever around to talk to and they will not return my phone calls so I'm filing this complaint. I do have pictures. Of the room, if you'd like to see them.

  Business Response

  Date: 05/27/2024

  BBB Case #: 21758244
  Hotel Site #: 02556
  Customer Care Case: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ********************* at the Howard Johnson by Wyndham property in Billings, MT. To assist in reaching a resolution, *** informed the propertys general manager of the situation.The general manager will contact the guest on or before May 27th. As a company, were committed to delivering a great experience with every stay with us.

  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
  

  ********************************************* & ********************. Inc.

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/06/2024

  I have not received anything yet. 
  So their for. My complaint is still not resolved
  

  
  

  Business Response

  Date: 06/06/2024

  BBB Case # ********

  Site ID *****

  Case # ********

   

  Dear Contact:

  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 gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night{s} or 5 highly discounted nights at any Wyndham ************* worldwide. If you have yet to enroll in Wyndham Rewards, you can do so here:
  
  ******************************************************************************************
  
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  
  Again, we thank you for bringing this issue to our attention.  If you are looking for monetary compensation, please work with the property and third-party booking company directly. The properties are independently owned and operated; we do not have access to their billing information.

   

  *******
  Liaison,Customer Care
  ********************************************* & ********************. Inc.

   

  Customer Answer

  Date: 07/16/2024

  My Wyndham account # **********

  Business Response

  Date: 07/17/2024

  BBB Case # ********
  Site ID *****
  Case # ********
  
  Dear Contact:

  We have deposited ****** Wyndham Reward points into your member account, please allow up to 24 hours for the points to be viewable online. If you wish to redeem the points prior to seeing them in your account, please contact Wyndham Rewards directly by calling ************** and an agent will be happy to assist you.

  Thank you.

  *******
  Liaison,Customer Care
  ********************************************* & ********************. Inc.

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will accept the points. I wish a refund would have bean given of the $215.00 I gave them. And then the rude and unwilling to communicate. About the pproblem. Hopefully the busines will change and be better. To itc customers

  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/12/2024

  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.

  Room demanded because I live in Billings I pay a security deposit. I paid the deposit. Desk staff weee rude. I celebrated my sons birthday the kids went swimming I had a few relatives stop by they spent a little time talking. We ate some pizza and cake. I asked the desk clerk if this was going to be an issue they declined any problems. Family left, the 4 of us went and swam then late that night we went to our room. Kids bathed and got ready to go for our day. My oldest son asked about the security deposit back and they were rude with him. Saying we destroyed the room and left f**** all over the bed sheets. I know this isnt true. It was 1am in the morning when they got into the blankets. My son said mom these sheets are dirty. I put towels on top as I didnt want to cause a fuss. The desk clerk was rude as it was during our experience at breakfast. We left the room with towels in a pile. Everything was cleaned up. Should have been no issues. Should have no problems getting my money back. They state that have pictures showing the conditions of how the room was when we left with f**** on sheets. I have asked for proof and after 4 days have not recieved anything. I have called the motel requesting to talk to manager and leave message after message they fail to respond back to me. I have went to the motel and tried to get answers and get told call or come by between 7 and 3 weekdays and the manager will help me. I have tried this and have been told they are going to call the police. If I did something then Ill admit to it but I know my kids not I did anything but try to have a decent time in a room that was disgusting. This is the first time I have ever had any complaints with a motel visit. If youre gonna run a business then hire someone that has better people skills. The lights in the room only half worked and this was reported. When we turned the tv on it was reported that there were lines going down the tv making it hard to watch a movie.

  Business Response

  Date: 04/15/2024

  
  BBB Case #: 21568896
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******************************* at the Howard Johnson property in Billings, MT.
  
  To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 18, 2024. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, ****

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair 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.

  On the afternoon of October 15 I checked into the Howard Johnson Hotel in Billings for what was supposed to be a 2 night stay. First, we were checked into room 260. On our way in, we noticed that the outside door was not locked and, upon further inspection, the locking mechanism was gutted. We got to our room (260), placed our stuff inside and went to leave. Our door would not shut because the screws in the bottom door hinge had completely been tore away from the door. I went down to the front desk and were then checked into room 257. We took our son swimming but made him leave early because the smell of chlorine was overwhelming. We got back to the room and were sitting in the bed. I got up and it was then I saw a bed bug crawling across my pillow. I killed the bug, placed it in a Kleenex and showed the front desk lady. I explained we would feel more comfortable staying somewhere else. I asked for a refund. She said Id need to talk to the manager. I emailed the manager, never heard back. I called today, 10/17/23 and spoke to manager. She accused me of lying and slander, being toxic, said she would not refund me, and threatened to also charge my card for the bug services. She then hung up on me.

  Business Response

  Date: 10/18/2023

  BBB Case #: 20743610
  Hotel Site #: 02556
  Customer Care Case #: ********

  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************;at the Howard Johnson property in Billings. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before October 28, 2023. As a company, were committed to delivering a great experience with every stay with us.

  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
  ********************************************* & ********************, Inc.
  Office: ************

  Customer Answer

  Date: 10/18/2023

  I did see the message regarding the manager contacting me on or before 10/28. I do not wish to close out the complaint until the issue is fully resolved.  I have also disputed the transaction with my credit card company and they are working on that from their end.  Thank you for your help, I really appreciate it!

  Customer Answer

  Date: 10/26/2023

  I have not yet heard from the hotel. I am waiting to see if they dispute my credit card complaint or what if they let it go through. 

  Business Response

  Date: 10/27/2023

  Egain Case ID *******
  Activity Case ID *******
  ******************** Case# ********
  Concern 06585590

  
  Hello,

  
  We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* is unable to assist further until the bank dispute has been finalized. Once finalized we will require documentation advising the outcome of the dispute. We ask that you kindly forward your documentation to us directly at ************************************* Once received we will be in a better position to review further. 

  
  Regards,
  
  ******
  Liaison, *************
  ********************************************* & ********************, Inc.
  Office: ************

  Customer Answer

  Date: 11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have contacted them by e-mail to let them know I have not yet heard back on whether the dispute was resolved or not.  When I do, I will email the business with the results.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair 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.

  Roaches in room. I have photographic evidence. Along with owner of hotel telling me Im a lying piece of s***

  Business Response

  Date: 09/15/2023

  ************,
  
  BBB Case #: 20608194
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Howard Johnson by Wyndham property in Billings.We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. We are sincerely sorry to hear we did not provide you with an excellent Howard Johnson by Wyndham experience.
  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $97.66, a 50% refund.
  
  Please verify your mailing address and your full name in your reply, and we will process your refund.

  Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.

  Customer Answer

  Date: 09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/15/2023

  ************, ****Please verify your mailing address and your full name in your reply, and we will process your refund. ****We do need address verified as we refund with a check. ***
  
  BBB Case #: 20608194
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Howard Johnson by Wyndham property in Billings. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. We are sincerely sorry to hear we did not provide you with an excellent Howard Johnson by Wyndham experience.
  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $97.66, a 50% refund.
  
  Please verify your mailing address and your full name in your reply, and we will process your refund. 

  Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.

  Customer Answer

  Date: 09/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/18/2023

  Address for refund 

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

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

  ******, ** 48843

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

  Business Response

  Date: 09/18/2023

  ************,
  
  BBB Case #: 20608194
  Hotel Site #: 02556
  ************* Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Howard Johnson by Wyndham property in Billings. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* has resolved the situation with the guest via a check in the amount of $97.66.
  
  Kind regards,
  
  
  
  *******
  
  Liaison, *************
  ********************************************* & ********************, ****

  Customer Answer

  Date: 09/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/18/2023

  Refund maybe be sent to

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

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

  ******, ** 48843

  Customer Answer

  Date: 09/19/2023

  Wanting make sure my address was received and submitted to receive refund

• Initial Complaint

  Date:09/06/2023

  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.

  An absolutely awful place to stay! I stayed there because it was super close to the location I was headed. Upon getting into the room I stripped the bed to find blood on the duvet. This was in addition to an extremely gross, unclean, unvacuumed, torn up room that was probably smaller than any room I've ever been in. A Crack motel would have been a better, safer bet than this place. The utmost disrespect to their customers as well, after nicely stating issues with the room I chose to immediately check out due to the unsanitary state I was worried about other rooms. In a battle with the hotel to get a refund, I was offered 10 cents because I was in the room. DO NOT STAY HERE. Even if it is a last resort.

  Business Response

  Date: 09/07/2023

  
  
  BBB Case #: 20566276
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ***************************** at the Howard Johnson by Wyndham property in Billings. 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.
  
  Customer Care did offer a 50% refund and guest did accept.  A check for $78.27 was issued to the guest. Please work with the property if you are looking for further compensation.
  
  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
  ********************************************* & ********************, Inc.

• Initial Complaint

  Date:08/07/2023

  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.

  This incident occurred August 4, 2023 between the hours of 8am and 11 am. The nature of the incident is, my wife and myself were traveling from ********* and decided to book a room for the night at Howard johnson in billings, during the night, while sleeping my wife had unexpectedly and unknowingly started her menstrual cycle, this in itself was concerning due to diligent tracking and other preventative measures to control this naturally occurring situation, i.e. (birthcontrol) This is where the true unprofessional, inconsiderate, lack of complete customer care incidents unfolded. My wife's menstrual blood had saturated through her pajamas and unfortunately left a small stain on the fitted sheet. I do have pictures of the bedding affected. So moving forward, natural I figured as long as I was honest and forthcoming with the uncomfortable and uncontrollable incident we (Howard johnson front desk staff and I) could come to a fair and reasonable solution. I was mistaken and left in awe with the absolutely unprofessional and inconsiderate reaction of the hotel staff whom I trusted to maintain a positive level of couth, professionalism, as well as concern for their customers. I was told that it would cost 200$ to resolve this problem, for one fitted top sheet. I replied with a question asking about seeing the true estimated cost of the said sheet. I was hung up on, while still occupying the room to which I had already paid for. Upon hanging up on me I received a notification from my bank for a charge of 200$ with no information as to the nature of the charge, except that it was issued by Howard Johnson. This charge was issued without any hotel staff confirming or investigating if the bedsheet was actually needing to be replaced. I asked for a statement for the cost of the bedsheet, and I was told by the front desk that the information is not available nor do they no how to attain it. This whole experience was embarrassing, frustrating, and downright disrespectful.

  Business Response

  Date: 08/07/2023

  ************,
  
  
  BBB Case #: 20423357
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ********************************* at the Howard Johnson by Wyndham property in Billings. 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 cannot step into a damage charge from the property. 
  
  Kind regards,
  
  *******
  Liaison, Customer Care

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20423357
  
  I am rejecting this response because:
  There was no resolution to the incident in the businesses response.
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/11/2023

  ************,
  
  
  BBB Case #: 20423357
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************************* at the Howard Johnson by Wyndham property in Billings. 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.

  Customer Care cannot step into a damage charge from the property. 

  
  Kind regards,
  
  *******
  Liaison, Customer Care

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20423357
  
  I am rejecting this response because:
  Nothing  resolved.
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/17/2023

  ************,
  
  
  BBB Case #: 20423357
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************************* at the Howard Johnson by Wyndham property in Billings. 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.

  Our apologies, we cannot step into a damage charge from the property. 
  
  Kind regards,
  
  *******
  Liaison, Customer Care

• Initial Complaint

  Date:08/07/2023

  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.

  Checked into hotel on Aug 3, 2023 around 7:00 pm. Lobby smelled of mold and mildew and upon entering rooms they smelled even worse and rooms did not feel clean. We asked to cancel rooms and get refunded. We were offered another room but it wasnt any cleaner. There were several other people asking to cancel and get refunds. I asked to speak with manager and she refused to talk with me.

  Business Response

  Date: 08/07/2023

  ************,
  
  BBB Case #: 20422394
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ***************************** at the Howard Johnson by Wyndham property in Billings. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before August 9, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  
  
  ********************************************* & ********************, ****