ComplaintsforHoward Johnson by Wyndham Albuquerque Midtown

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  when trying to make a reservation for a month in the future to pay at the property hotel charged my card almost $69.00 for a reservation for THAT NIGHT so I called the hotel and briefly spoke with ****** ****** the operations manager who was frazzled, less than sympathetic barely listened to me and told me she would call me back without getting my contact info I called end of day spoke with ****** and received largely the same reaction, I made a customer care request and received an email with snarky undertones telling me they were not going to refund my money. I didnt even ASK for a refund when I spoke with her I stated I would be satisfied with my money being credited to the CORRECT night I still haven't figured out how on earth that night even got booked because when it initially tried to charge my card it declined it. Typically a declined charge will NOT reserve a room beware in your dealings with them if you dont have money to waste

  Business response

  08/11/2023

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

  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ***** ****** at the Howard Johnson by Wyndham property in Albuquerque, NM. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. Customer Care has resolved the situation with the guest via a check in the amount of $68.38.
  
  Please allow 2-3 weeks to receive the check. 
  
  Kind regards,
  
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer response

  08/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a child with a feeding tube and his mic-key button leaked a little formula on the sheet (which will wash out) and they charged me $75.00 for "stains on sheet". Absolutely ridiculous! When we called them to see what the charge was for they were extremely rude and just hung up on us. We contacted the corporate office and they just told us we needed to deal with the hotel.

  Business response

  05/11/2022

  BBB Case #: ********
  Hotel Site #: ??
  Customer Care Case #: ???
  
  
  Hello:
  Thank you for notifying our office of the concern filed by ******* ******. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.
  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:
  If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  
  
  Brenda
  Liaison, Customer Care
  
  
  Wyndham Hotels & Resorts, Inc.
  Office: ###-###-####

• Initial Complaint

  01/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date was 12.23 1. I was the person who signed in and got the room keys. The gentleman at the desk was quite friendly (but I didn’t get his name). He told me there would be a $100 hold on my card for a damage deposit until approximately 72 hours after checkout, to ensure there were no damages to the property. When he described the reasons a damage deposit would be kept, he said “smoking inside the room.” He didn’t say anything about smoking in outdoor spaces. I told him that Ms. ****** does smoke, but only outdoors. He made no mention of not smoking anywhere on the property. 2. Because of this, I went up to the room to see the condition of the room before the guest (******** ******) arrived. There were cigarette burns on all of the wood furniture, which I noted so they couldn’t accuse Ms. ****** of causing them. And the whole hotel smells a bit strange. (You can find mention of this in many recent google reviews of this property.) 3. Ms. G******** (property manager) claims the ABQ Plaza Inn is a no-smoking property, but when I booked the room, the website offered an option of a smoking room. 4. There is no signage on the balcony asking guests not to smoke, and as you will see in the PDF she provided of the “reservation card” I signed, it says “smoking in a non-smoking room” will incur a fee. It doesn’t say “this is a non-smoking facility,” as she claims. Smoking outside on a balcony is not smoking in a room. It is smoking OUTSIDE the room. 5. It also says there would be a HOLD on my card. Instead, they charged my card $100. Why would you process the charge for a damage deposit prior to any damage?

  Business response

  01/19/2022

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: *******
  Dear Contact:
  Thank you for notifying our office of the concern filed by **** ******** at the Howard Johnson by Wyndham property in Albuquerque, NM. 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 January 25 2021. As a company, we’re 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.
  Cheryl
  
  Liaison, Customer Care
  
  
  Wyndham Hotels & Resorts, Inc.
  Office: ###-###-####

*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. ↩