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:02/18/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  Friday, February 14th 2025 my boyfriend and I had already booked a room, we waited until 4pm for check in. When my boyfriend walked in, he was immediately asked for an unknown/unpublished security deposit of $75 when he asked her to repeat that again she then in a derogatory way says “seven five”. Of course most hotels require a security deposit so it was no big deal. After checking in we continued to our room where we found that the room looked nothing like the listing we saw when we booked. The bed sheets were stained, had hair and other unidentifiable things, as if they were not even washed. As I was trying to wash my hands I used the hot water and was instantly burned. My boyfriend tried to shower but as he did water shot out the side of the pipe instead of the shower head (video if needed). Different kinds of damages throughout the room including hole in the wall, moldy floors underneath the sink and outlet wires being exposed. We decided to just overlook everything and just get dinner before leaving we set the heat to 90 degrees (max temp), came back 2 hours later with the room still cold. As we tried to lay down to go to sleep we are unable to due to the cold temperature of the room. We went up to the front office to see about getting another room or getting a refund and were dismissed/ignored. We were told there were no rooms available at first and with it being a Friday night and also valentine’s day we weren’t thinking anything about it, until i looked online and saw several listings still available. We came back and asked for a manager, we were told to call a number on the door where we got ahold of someone who seemed sympathetic and told us she’d call us back with either another room or a refund. We were not called back so my boyfriend went to check out of the room and talked to someone new and explained the situation, the person said that number wouldn’t call back and they all just laughed as they checked him out.

• Initial Complaint

  Date:12/09/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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 stayed at this hotel 12/6 - 12/8. The room wasn’t not was pictured on the website. The room was not equipped with the stuff that we were suppose to have. The room was nasty and had roaches. I complained to the manager and they seemed like they didn’t care .

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 booked this hotel on 11/26/24. Before arriving I contacted them for information regarding check-in. They confirmed that I was able to check in on 11/27/24 and someone would be available to check us in no matter how late of an arrival. I explained that we were going to be arriving around 1a.m. and they agreed that that is fine. On 11/27/24 around 1:00a.m. we arrive and there is no one available to check us in. We called numerous times with no response. Other customers were also sitting outside stating they were also locked out. We had to sleep in our car the whole night. The next morning we contact them to gain access to our room to no avail. There still was not an attendant present. We eventually receive a call back from a lady that works for the hotel and she was calling from home. She was extremely rude and didn’t care to provide a resolution or give us access to our room. We are still currently in our car. We spoke to others and they stated that they did not have any running water, their toilet was leaking and there were roaches. I spent close to $400.00 and I don’t even get to enjoy my stay. I want a refund for the full amount.

• Initial Complaint

  Date:10/15/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  Good afternoon! We had reservations to stay at the Americana Inn Travel Lodge by Wyndham this past Friday to Sunday! We got there Friday and as we are checking in, 2 other families were complaining about bugs in their room. So of course we said we had to see the room first. We went to check out the room and yes we had bugs 2 little tiny roaches and a bug crawling up the wall! So we told the guy at the front desk that we were not going to stay and wanted a refund. 5 other families were leaving as well when we were leaving….all due to bugs and uncleaned rooms! I had been charged a 95.98 on my debit card as a deposit. The remainder of 181.85 was due at check in! That was charged on my credit card. We asked for a refund and he said I had to call *********** *ince I booked through them. When I got in the car, I called booking.com and they said the hotel had to refund it. Well by this time it was midnight and we are frantically trying to find another hotel. So on Saturday, we went back around lunch! At that point I had realized I was charged another 277.83, which was the full amt. I had already been charged 95 and 181. When we tried to talk to this lady about it at the hotel, she was rude and would not listen! Long story short, she said she wasn’t listening anymore and she walked away! She said the 277 had been refunded. I called my credit card company and 277 had been charged and then another 277 is a pending refund! I was trying to tell the lady I was charged twice. I still need to be refunded for the 181 and the 95!! We went back Sunday hoping to talk to someone different and there was NOBODY there…nobody at the front desk or anywhere…literally no one was there, except housekeepers. We waited there for over 30 minutes. Then today I look to see if it’s been refunded and I have now been charged 95 again on my credit card. I need the 2 95 dollar charges and the 181 refunded ASAP because we never stayed there at all!!!

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 decided to go to pigeon forge so I checked on a room got the room thru booking for June 29th-July 3rd it was like 6pm and we started packing up on the way my cuz bike broke down still at Americana before 6am I knew it would be late and didn't want to wait till check in at 4pm is why I paid for the 29th so soon as I got there I had a room. I didn't have a card so I had my cuz to pay for room on his card Checko Collins the card holder they said we was no show we was there almost 12 hrs before the next check-in and over 5hrs before check-out all other rooms was over 100.oo a night we could find then we wouldn't have any money to do anything so had to ride a motorcycle over 5hrs back home. I listed the numbers for the room thru booking

  Customer Answer

  Date: 10/01/2024

  I paid for my room and was there 10hrs before the next day check in, they said it was a no show so should give back money for the rest of my days anyway I feel. Really I should've had my room for the days I paid they took the money so I should've got my rooms

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 stayed at the Americana inn on July 25 thru 28 2024 and spent over 254.00 dollars they also took a deposit in which I have never got back. Hotel was a mess no staff on property. Water didn't work sinks wouldn't drain shower heads to low cause for safety concerns had no lights for 2 days, we found glass that had been broken under our sheets and cut my legs durning the night. Doors would not lock at all and someone tried to enter our room safety concerns. During this time police had been at our hotel due to people having to brake into their rooms due to no one on-site. After we left me, my bank, wydham themselves try and call the hotel for our deposit back and no one will even answer the phone. I have even reported in to wyndham and they can't reach the hotel. I made my reservation through Expedia and they can't reach anyone to get my refund. This hotel is a safety concerns for family and child especially.

• Initial Complaint

  Date:07/09/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  1. No state sticker in and elevator closed on my husband‘s wheelchair and we could not get the doors to open. My son had to force the door open to get the wheelchair back out. 2. the hotel room was filthy. The linens had stains on them. The towels had really bad stains on them. The bathroom was dirty and behind the toilet area were holes from mice under the actual toilet. They had placed a mouse trap. 3. The door was missing the trim, so there was a gap between the door and the wall in between the wall and the floor wide enough for insects and rodents to come and go outside the door we found the door was missing trim, and there were bees up in the top of the door areas on most of the doors The walls inside the hotel room next to the bed had feet marks, dirty feet marks on them . 4.The pool area had chipping paint all around it. The pool had an odor of urine and beer. 5. The Front desk staff were not helpful nor concerned about the condition of the room. The woman who said she was the manager asked us if we’d like to check out and and are we requesting a refund. I showed her the towels and said yes! She had me go, place them in their laundry instead of taking them, apologizing and trying to make the room better. At that point, I told her yes we would not be staying at the hotel and that I would like a full refund. She told me that she would refund the $75 cleaning fee that they hold on my card and that I had to go to Priceline to get my refund of the $547.75. When I spoke with Priceline, they told me that the hotel had to approve the refund, first. I was under the impression from the manager at the hotel that the refund had been approved and that they would take care of it through Priceline . Priceline was not helpful. They said oops we can’t get ahold of the hotel so we can’t refund you, I’ve been trying to get a hold of the hotel as well and have been unable to. I request a full refund. I also have videos but they won’t upload.

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Americana hotel
  No tv remote available.
  Door locks broken.
  Refrigerator leaking water on floor.
  Support handle in shower broke causing injury.
  Light fixtures missing covers showing wires.
  Stolen Kroger shopping carts used for luggage carts.
  Water leaking from ceiling on bed.
  Cabinet broken exposing staples causing injury to arm.
  Refrigerator has ice build up closing entire shelf.
  Front desk clerk would not give me an invoice for charges.
  Told me “if you don’t like it here then leave”.
  Constant odor of drugs throughout hotel.
  No towels in room, only gave us 1 at front desk.
  One pillow for bed, none available at front desk.
  All electric in room was unplugged upon entry.
  Keycard had to be reprogrammed every time door closed.
  locked out of room for 1.5 hours because maintenance person had to mow the lawn prior to helping.
  Railing on upper lever rusted thru.
  Toilet would not flush.
  No stopper in tub.
  I’m lost a deposit for an attraction because I had to change hotels, the front desk clerk would not give me a receipt or any paperwork stating costs.

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have stayed at the americana inn in pigeon forge tenn at 2825 parkway. Pigeon forge tenn 37863 the past several years.my daughter and her family had reservations they made on Sunday july9/2023 through booking.com when they arrived at hotel they were informed they couldn't stay because they were considered locals.they had always stayed here previously and so had we.the money had already been paid for the reservations also.no one had informed them at time of booking this was going to be a problem when arriving plus they had to find another hotel to stay at.we had reservations also there 2 days later that my husband and I were never informed of this when I booked and paid for the room.we all live 2 hours away and shouldn't be considered local residents but if so we should be allowed the perks that the locals receive and should have been informed of this before they let us make reservations and take our money before the day of arrival

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  June 15, 2023
  ******* 
  We checked in on 6/15. Soon as we pulled up we could the photos were not what they have online. After check in we get into the room which has dirty towels, cracks in the ceiling, the whole room smells like marijuana. We go down to the front desk and there is a beyond drunk gentleman threatening people, banging his head into the glass of the front desk. We immediately told the gentleman working the front desk that we are leaving and want a refund. The whole place looked like a crack house. My family and I didn’t feel safe. The people hanging around were shady. The police did arrive for the gentleman threatening people and beating up his young girlfriend.
  
  We checked into another hotel immediately and didn’t spend but 10 minutes at the Americana. The fact Wyndham has tied their name to this dump amazes me. They said they will not give us our money back and don’t want to hear just how crappy their hotel is.