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:07/18/2025

  Type:Facilities Issues
  Status:

  UnresolvedMore 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 Friday May 16th I checked in to The Hawthorne Suites. Upon going to the room it was in a disgusting manner, foul smell, dirty bathroom, looks as if the room had water damage. When I went to the front desk to cancel the room and receive a refund in the amount of $285, the clerk Muhammed advised me to contact *** who I made the reservation through. I contacted *** multiple times over the next few days and was told to speak to the merchant (Hawthorne Suites). I spoke to the lead manager multiple times who refused to be of help and kept telling me I stayed there when I consistently told him I left and stayed at another hotel. The lead manager refused to accept the waiver for refund sent over by ***. Upon checking other reviews this is something they do constantly to people. The hotels booking page is very misleading showing updated and clean rooms when in reality it is the exact opposite.

  Business Response

  Date: 07/18/2025

  
  
  BBB Case #: ********
  Hotel Site #: 46059
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* ******** at the Hawthorn property in North Charleston, SC.

   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 July 21, 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.
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

  Customer Answer

  Date: 07/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was not contacted by or before July 21st, 2025 as stated by the business by the general manager.   They do not want to work with me on resolving this matter.   I sent proof of another stay at another hotel matching the dates to no response from the business. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 07/29/2025

  BBB Case #: ********
  Hotel Site #: 46059
  Customer Care Case #: ********

  Dear Contact: 
  

  Thank you for notifying our office of the concern
  filed by ******* ******** at the Hawthorn Suites property in North Charleston, SC. Our brands are
  committed to assuring that all of its properties provide great service and
  quality accommodations. This guest’s comments have made us aware of an instance
  when one of our properties did not meet a valued customer’s 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
  property’s management is responsible for meeting brand standards and for
  day-to-day operations. After thorough review, we do see that the property communicated with the guest via email on July 18th and the guest replied. At this time, customer care is unable to process
  refunds directly, as refund decisions and approvals are handled by the hotel
  management team. With that in mind, we would recommend the guest reaching back
  out to the property directly to discuss their concerns further. They are in the
  best position to review your experience and determine if any additional
  consideration can be made. 
  
  Again, we sincerely apologize for the inconvenience
  the guest experienced. We appreciate the feedback and hope that any future
  stays better reflect the level of service you expect and deserve.
  
  Please note our email address has changed. If your
  offices require more information on this matter, please contact me directly at
  [email protected]
  
  Warm regards.

  Melissa
  Liaison,
  Customer Care
  Wyndham
  Hotels & Resorts. Inc.

  Customer Answer

  Date: 08/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was not reached out to as promised by the retailer.  They do not want to work with me on resolving, but just passing me back and forth between the independent owner and corporate.  I need a resolution.  I need to be contacted.
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:04/11/2025

  Type:Facilities 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.

  Checked into this hotel 4-5-25, went to room, it was filthy, NO towels at all, bedding did not look clean, floor "sticky", dirty, bath mirror dirty. This place was not clean at all. Very dirty and we told her this. went and got towels and bedding and asked for places to eat dinner. We decided at dinner not to stay and made reservations at Wingate on Saul White blvd. went back and tried to check out but lady at front desk would not check us out. I gave her keys and asked again to check us out as we are leaving. She did not check us out, i did checkout online when i received a text to check out. this place was very dirty and run down, she told us it was an extended stay motel, kids jump on beds etc. I have asked for a full refund thru Corporate, she offered me 10% refund and i declined this. I want full refund. my husband and i were traveling, we are 71. This place is crooked! Health inspector should be called to inspect. She told Corporate we stayed the night, which is a blatent lie, I gave her the keys to the room about 9PM that night, she knows we left.

  Business Response

  Date: 04/11/2025

  Dear Contact:

   Thank you for notifying our office of the concern filed by Sandy ******** at the Hawthorn property in NORTH CHARLESTON, SC.

   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 April 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 ********************* and I will personally help address the guest's needs.
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ***-***-****

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 was charged $115.22 on 1/8/25 for one night stay, one person in room 113 when I have a reservation booked through the Wyndham app is $87.21. I checked in on 1/8/25 and checked out approximately 11:20 am on 1/9/25. Before I checked out I called the front desk and asked for a late checkout because I had a 2:15pm Dr. appt. As a Wyndham Platinum Rewards Member, I am entitled to a 2 hour late checkout at the hotel's discretion but when I called to ask for a 1:00pm late checkout I was told that if I checked out after 11:30am, I would incur a $25 late checkout fee regardless of my rewards status. I informed the front desk agent I would be out by 11:30. At 11:17am a staff member knocked on my door and asked if I was staying over and I told her I would be out by 11:30 and I was. I was then charged $25 in spite of this. I called and spoke to the same front desk clerk and she said she would leave a note for the manager but the charge was never reversed. I called again on 1/11 and the charge has yet to be refunded. Additionally, I was charged a $4 lodging fee that is reflected nowhere on the check in page, the website, the reservation or any discloure for Wyndham or this specific hotel. It is not a charge by the munucipality or any other government agency and when I asked the staff member about this charge, he simply said it would not be refunded. I explained a business cannot charge a fee it has not disclosed simply because it chooses to and he was very rude and basically told me "too bad." Although I think a class action lawsuit is likely appropriate, I would like all this money refunded immediately.

  Business Response

  Date: 01/13/2025

  Dear Contact:

  Thank you for notifying our office of the concern
  filed by Bobby L*** at the Hawthorn Suites property in North Charleston, SC. 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 16th. 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 *****************.com and I
  will personally help address the guest's needs.

  Melissa
  Liaison,
  Customer Care
  Wyndham
  Hotels & Resorts. Inc.

  Customer Answer

  Date: 01/13/2025

  I am rejecting this response because:
  I did, in fact, speak to Crystal, the general manager, on January 12th, 2025, prior to filing this complaint regarding the incorrect information I was given by her staff, resulting in the $25 late fee. I also spoke to another staff member about the $4 "lodging fee."
  The general manager refused to refund the $25, stating that she would need to speak to another manager and get back to me, which she did not do. The staff member told me it was a private hotel, and they could charge whatever they wanted and that it would not be refunded. He would not listen to the fact that it was not disclosed during the reservation, at the hotel, on their website, or anywhere else and refused to discuss it with me further.
  I appreciate that the franchise has forwarded my complaint to the hotel, but it has resulted in no resolution, and based on my interaction with the hotel staff, I don't expect that it will.
  

  Sincerely,
  Bobby L***
  
  

  Business Response

  Date: 01/13/2025

  Dear Contact:

  Wyndham Customer Care must allow the resolution period to expire, before we determine the next step.

  In the meantime, please try continuing to work with the property directly.

  Kind regards,

  Melissa
  Liaison,
  Customer Care
  Wyndham
  Hotels & Resorts. Inc.

  Customer Answer

  Date: 01/13/2025

  I am rejecting this response because:

  It offers no resolution.  It only asks me to wait.  I do not accept the resolution because it is not a resolution and I'm required to accept it or reject it or else my complaint is closed.
  
  
  
  Sincerely,
  
  Bobby L***

• Initial Complaint

  Date:09/09/2024

  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 booked a hotel online around 9 am, arrived at the site around 1pm. The Part of town was sketchy, clientele in lobby mainly low class citizens paying cash. We were given the key to the room by front desk manager Kris and recommended to check out the room before we decide to commit to staying. They kept my drivers license as collateral. After driving around the parking lot, seeing drug paraphernalia, my husband and I decide to cancel our reservation as it was not safe for our family. The room on the second level, it was musty, smelled of smoke and had fist punch dents in the frig/freezer. The railing on the wooden steps were rotted and falling apart. We Cancelled stay and were guaranteed by Kris at 1:13pm on 6/29 that we would be fully refunded. I had her give me her card and documented the day and time. I Notified our credit card company of potential fraudulent charges if the chose to still pursue charge. The hotel is refusing to reimburse. Would strongly recommend police investigation of property.

  Business Response

  Date: 09/09/2024

  Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********

  Dear Contact:

  Thank BBB you for notifying our office of the
  concern filed by Jennifer Ingham at the Hawthron by Wyndham property in North Charleston, SC. 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 September 12, 2024. 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 [email protected] and I
  will personally help address the guest's needs.

  Cathy
  Liaison,
  Customer Care
  Wyndham
  Hotels & Resorts

• Initial Complaint

  Date:07/19/2024

  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.

  Had a reservation at this location on June 20th 2024 . When we arrived at the property at 8:44 pm we were told are reservation was canceled that we made through Expedia . The manager found us a room and that room was the penthouse suite at the same rate we were getting through Expedia . We get to the room and it was down right digusting called the front desk and explained to them that it wasn’t cleaned and was told they couldn’t clean it because there was no one there from housekeeping. I have pictures to prove the place was digesting . Also complained when we checked out at 8:44 am but the manager is saying he checked out late and we didn’t I have proof of a text message with my daughter that I was
  Meeting her at the drs office at 9 . Filed a complaint with the consumer affairs of South Carolina as well . But the manager keeps lying amd being dishonest . You can check online at all the reviews and see this place is disgusting . Just want to get my complaint made aware and hopefully refunded what i was told . This business needs investigated or shut down . Also was not giving anything to sign on check out so she can make up a paper showing anything . If there was a signature at check out then they illegally signed Ron’s name on the paper . Only time Ron signed anything is when we checked in .

  Business Response

  Date: 07/19/2024

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

  Dear Contact:
  

  Thank you for notifying our office of the concern
  filed by Kristie M**** at the Hawthorn Suites property in North Charleston, SC. Our brands are
  committed to assuring that all of its properties provide great service and
  quality accommodations. This guest’s comments have made us aware of an instance
  when one of our properties did not meet a valued customer’s 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
  property’s management is responsible for meeting brand standards and for
  day-to-day operations. After thorough review, Wyndham Customer Care issued 7,500 Wyndham Reward points as a gesture of goodwill on June 27th. If the guest is seeking monetary reimbursement or compensation, we feel the best resolution will
  be achieved by direct communication between the property management and the
  guest as customer care does not have the ability to issue refunds.
  

  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 [email protected]

  Melissa
  Liaison,
  Customer Care
  Wyndham
  Hotels & Resorts. Inc.

  Customer Answer

  Date: 07/19/2024

  I am rejecting this response because:
  
  They changed are check out time to 11:46 am and we did not check out at that time we were out of there by 9am . Spoke to Jackie the front desk clerk today 719/24 . She verified she checked us out before 11:46 and basically agreed that the manager changed the time which she has access to do . The fact that a ba person running this business is a liar and blames her co workers when she in fact is the dishonest one. No one should have to stay in sin such conditions as this place was and not get refunded . The reward points is for the incovience by corporate not the place we stayed they should be made to refund the 20% they offered .  The only refunded 19 dollars what a joke. 
  
  Sincerely,
  Kristie M****

  Business Response

  Date: 07/19/2024

  Dear Contact:

  Wyndham Customer Care offered a gesture of goodwill in the form of 7,500 Wyndham Reward points, which were accepted by the guest. If the guest is seeking monetary reimbursement and or compensation they need to work with the property directly as they are the merchant. Unfortunately customer care is unable to issue refunds or monetary reimbursement. We physically do not have the means to do it. This reservation was booked through a 3rd party.

  We do apologize for any inconveniences caused.

  Kind regards,

  Melissa
  Liaison,
  Customer Care
  Wyndham
  Hotels & Resorts. Inc.

  Customer Answer

  Date: 07/20/2024

  I am rejecting this response because:
  
  The reservation that was booked through Expedia was cancelled by the property’s manager because we didn’t check in at 4pm on June 20th . We were traveling from Pennsylvania. Hotel employee called us twice to see when we were arriving and were told we had some traffic issues and we would be there just couldn’t  give an exact time. Expedia customer service agent even called the property and explained to them not to cancel . Once we arrived our reservation was canceled. Manager booked us a room for the night for the inconveniences.  Once we got into the room that’s when everything went south. Room was disgustingly dirty called to have it cleaned or to see about getting a different room we were told no house keeping was available and no rooms were available.  I have attached photos to my original complaint and you can clearly see the filth of this place. . I have attached other complaints to show proof that I’m not the only one who has dealt with the hotel. There is an issue with the way this place is run and needs to be held accountable. These conditions are a hazard to people’s health they do not follow the proper cleaning procedures at all. I also attached the proof of 2 phone calls frog the hotel questioning when I would be there . Check in was at 4 I didn’t think if you weren’t there for 4 to check in that they would cancel out reservation but that is how they work . 
  
  Sincerely,
  Kristie M****

• Initial Complaint

  Date:02/29/2024

  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 checked in at the hotel on 02/20/2024 and purchased 2 rooms for 14 days. Upon arrival the Manager literally started telling me what specials they would have offered me, because she wasn't too happy the one of her employees didn't offer me any of their specials for long stays. I stated that I would go ahead a modify my stay for just 2 days with both suites and once the 2 days were over, I would come back to her a get the discount rooms and book for a month. So I went ahead a contacted booking.com and even though they have a no refund policy, they stated they could modify and refund me as long as the hotel agrees through email. So I waited 2 days and booking.com kept calling me and letting me know that the hotel never responded bur I kept going up to front desk talking to management about responding to booking.com email so I can modify. So the manager finally tells me while I had booking.com on the phone with speaker that booking.com have to go back in and put a customer service request instead of a modification request so booking.com did the second request and sent it. In the process off all this I came to front desk and told them about something stalking my room that had left sandwich bags in my door lock also about the room being dirty with food still in fridge amd roaches. At that point I didn't even want the rooms nor modification again. I have 4 kids there with me and I didn't feel safe at all and i told the receptionist that works in the am aa well. Then after booking.com sent the request , they said coorprate keeps denying it. I went back up to office to confront management about giving me prices on what I could save and not accepting the request from booking.com and we both wasn't happy. She kicked my kids and I out off room with no refund only because I voiced my opinion and she didn't like it but she was yelling Louder than I was. I ended up in the ER with what I thought was roach bites but turned out to be bed bugs bites on arms, back and neck.

  Business Response

  Date: 02/29/2024

  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Laquawn H**** at the Hawthorn property in North Charleston, SC.
  
  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 end of day February 29, 2024. As a company, we’re committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer Answer

  Date: 02/29/2024

  I am rejecting this response because: The company will not return any calls , no matter what. There going to pretend they care and not call back. I lived there for 1 week and they didn't always have excuses on why things aren't done. It a waist and I paid for 14 days a penthouse that was filty and a suite that was filty . The penthouse had roaches and just found out yesterday that mines had bed bugs well. They don't care about helping.  The Manager kicked my family of 5 out 2 days ago because I confronted her about not responding to the email the booking company sent them and she stated cooperate was denying my request. She was all in her feelings about that and there not refunding me my $3139.52 I spent,  at least for the days they kicked me out for apparently no legit reason.  They got cameras, look at them and tell me if it's legit. And yes Krystal needs a attitude adjustment because she's definitely unprofessional. 

  Sincerely,
  Laquawn P*****

  Business Response

  Date: 02/29/2024

  Dear Contact:

  Thank you for notifying our office
  of the concern filed by Laquawn H**** at the Hawthorn by Wyndham property in North Charleston, SC. Our brands
  are committed to assuring that all of its properties provide great service and
  quality accommodations. This guest’s comments have made us aware of an instance
  when one of our properties did not meet a valued customer’s 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 property’s 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.

  We have sent the properties insurance information to the guest on Feb 29th via email, and they will need to contact the insurance provider to file a claim.

  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 [email protected]

  Kind regards,

  Melissa
  Liaison, Customer Care
  Wyndham Hotels & Resorts. Inc.

• Initial Complaint

  Date:12/18/2023

  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.

  I reserved my stay at Hawthorne suites 7645 northwoods Blvd north Charleston SC 29406 for two nights for 209.55 I cancelled the second night they gave me a refund receipt and told me $129.00 for one night
  stay and deposit would be refunded 3 to 5 business days I waited 5 days then had to call told me I had to dispute it with my card company I did that they denied my refund this isn't the only time they have done this to me on my deposits or refunds. Please help these guys are always ripping people off thanks in advance

  Business Response

  Date: 12/18/2023

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

  Dear Contact:
  

  Thank you for notifying our office
  of the concern filed by ****** ***** at the Hawthorn Inns & Suites by Wyndham property in North Charleston, SC. 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 December 21st. 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 [email protected] and I will personally help address the guest's needs.

  Melissa
  Liaison, Customer Care
  Wyndham Hotels & Resorts. Inc.

• Initial Complaint

  Date:11/22/2023

  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.

  On October 12, 2023, I cancelled a reservation with Hawthorne Suites with the understanding (from their website and Expedia's website) that cancelling on the day of the reservation would require payment equal to one night's fee ($97). However, after cancelling the reservation, I realized they had charged me for the entire four-night stay ($457.86). I have contacted the Hawthorn Suites manager (Crystal N.), and Expedia (who I booked the stay with), to ask for a refund of the overcharge. I have gotten no results. Viewing other BBB complaints, it appears this is a common practice for this property.

  Business Response

  Date: 11/22/2023

  Hello,
  
  BBB Case #: ********
  Hotel Site #: 46059
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by Lisa Kluttz at the Hawthorn by Wyndham property in North Charleston, SC. 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 November 24, 2023. As a company, we’re committed to delivering a great experience with every stay with us.
  
  Kind regards,
  Michele
  Liaison, Customer Care

  Business Response

  Date: 11/27/2023

  The refund was already approved by the hotel. The guest made a reservation through a 3rd party website. therefore the guest paid the 3rd party. Therefore any refunds or credits; it must come from that 3rd party. The hotel already requested the 3rd party to refund the guest. 

  Customer Answer

  Date: 11/28/2023

  I have to disagree with the statement from the merchant regarding this matter.

  While it is true that I booked my reservation with a third party (Expedia), the charge on my account was entered by Hawthorn Suites. I was told by the manager at Hawthorn Suites that I must contact Expedia regarding my refund. I have exchanged many emails with Expedia, culminating in the explanation that they contacted Hawthorn Suites multiple times at my urging, were unable to secure a refund from them, and that they can't override the merchant's decision.

  It wasn't until I contacted BBB that I received an email from PSM Investment & Management Group (which happens to also have the same address as Hawthorn Suites) stating that I would receive a refund for 3 nights within 7-14 days.

  Thank you, BBB of Central SC & Charleston, for your help in this matter.

• Initial Complaint

  Date:08/15/2023

  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.

  In short: I booked a room at Hawthorne Suites by Wyndham North Charleston Saturday August 12. The room was disgusting, filthy, and had bed bug egg dust in the bed crevices. I notified the front desk and checked out immediately. The hotel refuses to refund my payment.
  
  Long: I booked a room at 10:07pm, arrived around 11:30pm. No one was at the front desk when I arrived; there was a line of people waiting to be checked in. Upon arriving at the room, there was trash at the front door and a strong cigarette odor. I ignored it. Upon entering the room we found the bed had no blanket, only sheets. Called the front desk, he told me to come pick up a blanket. Walked over to the front desk, grabbed a blanket, came back. Once back in the room, about to put the blanket on the bed, I noticed food crumbs on the bed. Then I really started to look. There were stains on the sheets, the pillows looked as if they had been slept on, there was dirt and food all over the bed. Lifted the sheets off the bed: the mattress was filthy with stains and something slick. Started checking the crevices of the mattress and sure enough there was bed bug debris.
  
  Started actually looking around the room. Sticky stuff on the floors and counters, dirt and debris everywhere, unflushed urine in the toilet. The place was absolutely disgusting.
  
  Immediately went back to the front desk to request a refund. He said he wasn't the manager but she would be in in the morning. Left him the room key and checked out. Called in the morning. The manager refused the refund. Have continued to try to resolve this, but the manager refuses to honor a refund. The room was uninhabitable. The thing I paid for was not available to me. I did not receive the goods and services promised in exchange for my payment, and as such am due a refund. Pictures attached do not do full justice to the grossness of the room as I wanted to leave asap.

  Business Response

  Date: 08/15/2023

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

  
  Thank you for notifying our office of the concern filed by Elise Gorman at the Hawthorn by Wyndham property in North Charleston, SC. 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 August 17, 2023. As a company, we’re committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  
  
  Michele
  Liaison, Customer Care

  Wyndham Hotels & Resorts, Inc.

• Initial Complaint

  Date:07/17/2023

  Type:Billing 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.

  07.16.2023 THERE WAS A ROOM THAT WAS ATTEMPTED TO BE BOOKED.
  THE ROOM WAS NOT SECURED HOWEVER..
  I NEVER STEPPED FOOT INTO THE ORGANIZATION. AT ALL!!!!!
  07.17.2023, I RECIEVED A CHARGE OF 76.25. IT WASNT A NO CALL NO SHOW BECAUSE I NEVER ATTEMPTED TO GO!! THIS IS FRADULENT!!! I NEED MY MONEY BACK.

  Business Response

  Date: 07/18/2023

  Hello Contact,
  
  BBB Case #: ********
  Hotel Site #: 46059
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ****** Dent at the Hawthorn by Wyndham property in North Charleston, SC. 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 July 20, 2023. As a company, we’re committed to delivering a great experience with every stay with us.
  
  Thank you
  
  
  
  Michele
  Liaison, Customer Care
  
  
  Wyndham Hotels & Resorts, Inc.

  Customer Answer

  Date: 07/18/2023

  
  
  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.

  if i am able to get a full refund, i will be fully satisfied.
  
  
  
  Sincerely,
  
  
  
  ******