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:06/16/2025

  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.

  Unsafe and unsanitary conditions at ******** by Wyndham in Keene, NH - including mold, immediate health reaction, and refusal to refund after prompt check-out.Original dates of stay: June 13, 3025 (check-in) June 15, 2025 (check-out). Left hotel right away due to conditions. Complaint Details:I had an extremely concerning and disappointing experience at the ******** by Wyndham in Keene, *************. Upon entering the first room we were given on the first floor, I immediately experienced an allergic reaction due to the strong smell of mold. The entire hallway and room reeked of mildew and mold, making it an unsafe environment.We requested a different room, hoping it would be better, but the second room on the second floor was in equally poor condition. The same strong mold odor was present, and the carpets were filthy and obviously had not been vacuumed. The room itself was dirty, the television did not function, and the furniture was heavily worn and outdated. I was genuinely concerned about the potential for bringing pests home with us.Given these unsanitary and unsafe conditions, we checked out within minutes and found clean, comfortable accommodations at a nearby four-star hotelfor nearly the same price.Despite the fact that we did not stay a single night, the Days Inn refused to refund one of the two prepaid nights, citing it as a penalty. This is unacceptable, as the rooms were clearly not fit for occupancy due to mold exposure and unclean conditions. The staff and management were dismissive, rude, and showed no concern for guest safety or satisfaction.I am formally requesting a refund for both nights. If this issue is not resolved promptly, I will pursue a chargeback with my credit card provider and continue escalating through consumer protection avenues. I hope this complaint prompts Days Inn by ******* to take accountability and improve their property conditions and customer service.

  Business Response

  Date: 06/17/2025

  
  
  BBB Case #: 23473962
  Hotel Site #: 03549
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ******* ******* at the Days Inn property in Keene, NH.

   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 June 20, 2025. 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
  **********************************
  Office: ************

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23473962
  
  I do not accept the business's response as a resolution to my complaint because I am continuing to request a full refund for the two nights. I have not yet been contacted by anyone.
  
  Sincerely,
  
  Lincoln

  Business Response

  Date: 06/20/2025

  BBB Case #: 23473962
  Hotel Site #: 03549
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ******* ******* at the Days Inn property in Keene, **. 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.

  As a one-time gesture of goodwill, we would like to offer you ****** Wyndham Reward points - enough for two complimentary night stays at any of our tier 2 properties.  If you have yet to enroll in ******* 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,Customer Care
  **********************************

  Customer Answer

  Date: 06/23/2025

   
  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.

  My Wyndham rewards number is 511787702E.

  
  Sincerely,
  
  Lincoln *******

  Business Response

  Date: 06/24/2025

  BBB Case #: 23473962
  Hotel Site #: 03549
  Customer Care Case #: ********
  
  Dear Contact:

  I have deposited ****** Wyndham Reward points into the member's account. Please allow up to 24 hours for the points to be viewable online.

  Kind regards.

  *******
  Liaison,Customer Care
  **********************************