Business Profile

Hotels

Wyndham Hotel Group

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Complaints

Name: Wyndham Hotel Group
Address: 1011 S. Akard, Dallas, TX, 75215, USA
Telephone: (888) 675-3379

This profile includes complaints for Wyndham Hotel Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

110 total complaints in the last 3 years.
32 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/11/2025
Type:Sales and Advertising 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 completed the following 2-night hotel booking under the terms of Wyndham Rewards Spring Bonus Ponts Promotion; however, I never received the promised *****-point reward. Wyndham Rewards has launched a spring promotion for stays between February 26 and June 16, 2025. Members can earn ***** bonus points after staying two nights and an additional ***** bonus points for staying another two. ********* cardholders can earn a one-time bonus of ***** points. Additionally, there is a shopping promotion offering up to ***** bonus points during the Spring Bonus at the Wyndham Rewards Shopping portal.Conf. No:84936EE029199 May *****, *****************, ******, ** *** ******** Rewards No. *********J
Business Response
Date: 07/11/2025
Thank you for reaching out.
Upon review of your account, you were not registered for the promotion at the time of booking or stay. We show that you registered for the promotion on 6/3/25.
The terms state the promotion requires Registration prior to booking. This can be located on the website ************************************* - Unlock up to 2 Free Nights | Wyndham Rewards
Please let me know if you still have any questions.
Amy

Customer Answer
Date: 07/11/2025
I am rejecting this response because:
Your response indicated: "Upon review of your account, you were not registered for the promotion at the time of booking or stay. We show that you registered for the promotion on 6/3/25".
This is incorrect as on June 3, 2025 I registered for the Wyndham's 2025 Summer ***** Promotion, having previously registered for the Wyndham's 2025 Spring ***** Promotion, for which I qualified with my May ***** 2-night stay at the AmericInn in ******, *** This can be proven as, previously this Spring, I received the first ***** point bonus for another 2-night stay, the ***** Program indicating two awards of ***** would be given for a total of ****** ***** Points.

Business Response
Date: 07/14/2025
Thank you for your reply.
I reviewed confirmation 84936EE029199 and that was booked on 5/21/25. This after you had already earned the points for the Stay 2 nights get ***** points promo that was from February 26-June26.
You received the max number of points for the Member Month Promotion on March 29,2025. You received these points with your March ***** stay.
This stay does not qualify for any promotions at this time.
Amy
Customer Answer
Date: 07/14/2025
I am rejecting this response because:
Your Spring Promotion Was Promoted Verbatim as Follows:
"Wyndham Rewards has launched a spring promotion for stays between February 26 and June 16, 2025. Members can earn ***** bonus points after staying two nights and an additional ***** bonus points for staying another two. ********* cardholders can earn a one-time bonus of ***** points. Additionally, there is a shopping promotion offering up to ***** bonus points during the Spring Bonus at the Wyndham Rewards Shopping portal."
As indicated in your response, I received the first of my Bonus Reward of *****0 Points in March, but have NOT Received the second ***** Points for which I qualified with this Booking. Conf. No: 84936EE029199 May *****, 2025 ,AmericInn, Wausau, WI, *** ******** Rewards No. 100654970J.
As you continue to reject my legitimate claim, I have also now filed a complaint about this matter to the ************************************* and am making the public aware of your fraud on social media. NOT GOOD!!
Business Response
Date: 07/24/2025
BBB Case #: 23644326
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ****** *****. After reading the details we have determined this is a Wyndham Vacation Ownership concern. Wyndham Vacation Ownership and Wyndham Hotels & Resorts are two different entities. Please contact *** for further assistance via telephone at ************** or via their website at ************************************.
We have escalated this to WVO, and someone should be in touch soon.

Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at **************************************************************

Kind regards,

*******
Liaison, Customer Care
Wyndham Hotels & *************
Initial Complaint
Date:07/01/2025
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.
My husband and I to fly to ******, ** on 6/21/25 for a work function for my job. I got a hotel for 1 night at the ******* by Wyndham through ***************************. I paid $188.35. When we got there our room wasn't quite ready yet. They told us they were still "cleaning it". We waited about 20/25 minutes. Finally get to our room and it didn't look at all like the pictures on the website. The laminate floor was bubbled up, it didn't smell good, the furniture had stains, the bathroom had dirt and mold, and the sheets had blood stains. We went right back down and told the manager about it and he didn't seem surprised at all. We said we wanted to check out and get a refund. The manager said ok, but he couldn't give it that day. He said he would credit my card the next day on 6/22/25. I contacted *************************** and they said they were going to get us our refund. Through various emails The ******* told *************************** no to the refund because we didn't complain when we checked in. How could we when hadn't gone to the room yet? We ended up getting a room at a different hotel and had to spend $350. Which was almost double what we paid at the ******* by Wyndham. I want them to give me my money back.
Customer Answer
Date: 07/01/2025
This is my receipt to show proof of what we paid. This is the refund I am asking for.
Business Response
Date: 07/02/2025

BBB Case #: 23531451
Hotel Site #: 09314
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by **** ******* at the ******* property in ******, ***
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 July 5, 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
********************************************** & Resorts, Inc.
Office: ************
Customer Answer
Date: 07/07/2025
I am rejecting this response because:
Business Response
Date: 07/07/2025
BBB Case #: 23531451
Hotel Site #: 09314
Customer Care Case #: ********
Thank you for contacting ******* by Wyndham ************** We sincerely apologize that your expectations of ******* by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
The ******* by Wyndham chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that ******* by Wyndhamis solely the licensor of the ******* by Wyndham trademarks and service marks to independently owned and operated ******* by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility. Please work with the property if looking for a refund, we do not have access to their billing information.
As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night{s} or five highly discounted nights at any Wyndham Rewards Tier 2 hotel 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.

Kind regards
*******
Liaison, Customer Care
********************************************** & Resorts
Customer Answer
Date: 07/07/2025
I am rejecting this response because they aren't doing anything to get me my refund. They are not taking my complaints serious. As if they do not care at all. 1 free night or bonus points is not a refund. As I said in my complaint, I will NEVER stay at one of your hotels EVER.
Initial Complaint
Date:06/30/2025
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.
Subject: Urgent Complaint Regarding Unsafe and Unsanitary Hotel Conditions Microtel Inn&Suites by Wyndham Raliegh Request for Full Refund To Whom It May Concern,I am writing to formally file a complaint regarding my booking made through *********** on June 23, 2025, for a hotel stay that I was unable to complete due to serious safety and health concerns.Upon arrival at the property, I was alarmed by the unsafe environment in the parking lot, where several individuals appeared to be under the influence of drugs. This immediately made me feel uncomfortable and unsafe.Despite these concerns, I proceeded to speak with the front desk clerk, who assured me that everything was fine. I requested to view the room before checking in. Upon inspection, I found the room to be in extremely unsanitary and unacceptable condition, including:Visible roaches and bedbugs Trash, dirt, and heavy dust accumulation Stained bed sheets and towels Overall filthy and unsafe environment I took 16 clear photos documenting these conditions, which I am prepared to submit as evidence.Due to the extreme state of the room and the unsafe surroundings, I did not stay at the property and immediately left. I reported the issue to ***********, but the hotel has refused to respond or issue a refund, despite not providing a habitable room.I am formally requesting a full refund of the amount I paid. Furthermore, I urge *********** and the appropriate authorities to investigate this property for serious health and safety violations, including a bedbug infestation, which poses a risk to all guests.I am available to provide the photos and any additional details upon request.Thank you for your prompt attention to this matter.Sincerely, ***** ********
Business Response
Date: 07/04/2025

BBB Case #: 23537680
Hotel Site #: 28814
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ***** ******** at the Microtel Inns and Suites property in *******, ***

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., if you are looking for a refund. Once again, we apologize for any inconvenience this may have caused.
As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points --enough for one free night{s} or five highly discounted nights at any Wyndham Rewards Tier 2 hotel 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 your offices require more information on this matter, please contact me directly at **************************************************************.

*******
Liaison, Customer Care
********************************************** & Resorts, Inc.
Office: ************
Initial Complaint
Date:06/22/2025
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.
This claim is between Travelodge of Wyndham, Wyndham, and Priceline. I have been attempting to get my just due refund for over a month now and NO ONE seems to be able to help me. I have called and emailed all three and have either gotten no response or the other tells me that the other is responsible for my refund. Priceline has attempted to call ********** and they literally NEVER answer the phone. I have called and chose another prompt to get to them BUT Priceline refuses to use this prompt to speak to them. They also refuse to accept my documented refund as proof that the hotel was cancelled and that I was promised a refund. I have already filed a claim against Priceline and Travelodge of Wyndham and I am filing this one toward Wyndham so at best they can get their entity to cooperate. I don't understand why it is so hard for the three companies to work together to refund my money for the wrong hotel room, a filthy hotel room, a room that didn't lock properly and did not have a working television, and men in SUVs slow riding in the parking lot.
Business Response
Date: 06/24/2025
BBB Case #: 23497619
Hotel Site #: 08791
Customer Care Case #: 09487770

Thank you for contacting Travelodge® by Wyndham Customer Care. We
sincerely apologize that your expectations of Travelodge® by Wyndham’s high
standards of guest service were not met. We appreciate the time you took to let
us know where we need to improve.
The
Travelodge® by Wyndham chain is committed to ensuring that good service and
quality accommodations are provided by our licensees. Your comments have made
us aware of an instance when one of our licensees did not meet a valued
customer’s expectations. This is to advise you that Travelodge® by Wyndham is
solely the licensor of the Travelodge® by Wyndham trademarks and service marks
to independently owned and operated Travelodge® by Wyndham guest lodging
facilities and is not involved in the day-to-day operations or management of
this facility. While Travelodge® by Wyndham does not own, operate or
control this facility, we will notify the owner/operator of this facility of
your complaint and convey our expectation that the licensee takes steps to
address your concern.

As a
gesture of goodwill, we would like to offer you 15,000 Wyndham Reward points --
enough for one free night{s} or five highly discounted nights at any Wyndham
Rewards Tier 2 Hotel worldwide. If you have yet to enroll in Wyndham Rewards,
you can do so here:

https://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=

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.

Kind regards
Michele
Liaison
Customer Care
Wyndham Hotels
& Resorts
Initial Complaint
Date:06/21/2025
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.
Lived at ********* in **** AZ for several weeks after selling my home. Earned over ****** rewards points toward Wyndham Rewards Program. Tried to sign up for points program but couldnt get the program to work. Called program for help many times but they never promised live phone conversations to get the sign-up problem fixed. I want my earned travel points or the monetary equivalent. Also contacted their CEO who was ******* at all.
Business Response
Date: 06/23/2025
Hello,
Thank you for reaching out with your concern. I am sorry to hear you are not able to log into your account online.
I am showing that your account has not been set up for online access at this time.
We’ve sent an email to [email protected] with a link to set up your password. Your link will expire in five days.
If you did not receive an email, please try again or call 866-996-7937 to speak to Member Services.
Amy
Initial Complaint
Date:06/18/2025
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.
When checking in their services were down both phone and internet.Upon getting into the room the remote was broken and not programmed to the TV.Everything was filthy with stains, marks, nicks in the furniture dirty windows with mold and cigarette muck in the door frame of the bathroom. The door lock was broken to stop people from coming in with keys and the TV screen was full of streaks on the screen from an unknown substance.Contacted both *********** and baymont custom service neither of which can reach the hotel and the lines have been disconnected for that hotel now on Wednesday June 18th **************** is awaiting a response to the email they sent and has not responded to that.Baymont says they can't contact the hotel either.I had reached the manager at their personal number at ************ which they had been blind sided from me calling with an insincere apology and had told me they would issue a refund come Monday June 16th as well as asking verification of the last four on the card used to pay.The hotel address is **************************************The two numbers I have to that hotel are:************ option three to speak with the desk disconnected ************ disconnected
Business Response
Date: 06/18/2025

BBB Case #: 23485919
Hotel Site #: 59022
Customer Care Case #: 09529592

Dear Contact:
Thank you for notifying our office of the concern filed by Cody Schultz at the Baymont property in Lebanon, IN.
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 June 23, 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: 06/18/2025
I am rejecting this response because:
I have been contacting customer care multiple times for a refund I talked to the manager for a refund have not been able to reach the manager since Friday.
IF you seen this place it would likely be shutdown or advised to make drastic changes immediately.
All we want is our refund that was promised by Monday. They shut the phones off at the hotel and she can't be reached at her personal number. I do not believe their response is sufficient for the troubles we have gone through.
Business Response
Date: 06/18/2025

BBB Case #: 23485919
Hotel Site #: 59022
Customer Care Case #: 09529592

Dear Contact:
Thank you for notifying our office of the concern filed by Cody Schultz at the Baymont property in Lebanon, IN.
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 June 23, 2025. As a company, we’re committed to delivering a great experience with every stay with us.
The properties are independently owned and operated we do have to give them time to get back to the guest. As you mentioned you spoke with Customer Care - What is your customer care case number? We could not find a case for you. We will reach out to the General Manager as well.
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
Initial Complaint
Date:06/10/2025
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.
This morning I was checking my email when I noticed I had a reservation from Days Inn located in **********, ****. This was very alarming to me since I had not made any reservation, yet my correct name and e mail address were on the reservation. I have never provided my person information and dont know how it was obtained.I filed a complaint with Wyndham Hotels. Shortly thereafter I received the below message on my cell phone.The message left on my cell phone verbatim:Hi this *** calling from the Days Inn in ********** for Mr. ******** calling regarding the complaint you filed with Wyndham regarding a reservation we made for you Thursday. The reason we made the reservation because we are very busy that week/day. We know that you come here every week so we wanted to make sure you had a room when you got done with your driving in the morning. So thats why we made a reservation. We did not want to have a room for you. If you have any questions you can give us a call back the phone number is *************. Thanks bye.I have this message saved on my cell phone if anyone is interested.I phoned the reservation number and spoke to a young lady. I explained to her that I had not made the reservation, and had no plans of being in the state of ****. She told me not to worry and I would not be charged for the room. Clearly there was a language barrier because she seemed to not really understand what had occurred. I asked to speak to a supervisor and was placed on an extended hold. A supervisor came on the line and I again explained the reason for my call. He told me to just call the hotel and cancel the reservation.He also stated a concern had been initiated. My issue is that someone used my name and email address to make a reservation and it was definitely not me. These days there are a lot of scams and identity theft going on. I am trying to prevent being a victim of either or both It appeared that everyone I spoke to was unaware of what had occurred.
Business Response
Date: 06/11/2025
BBB Case #: 23452652
Hotel Site #: 04246
Customer Care Case #: ********
Dear Contact:
Thank you for bringing ******?Colquitts concern regarding the Days Inn by Wyndham in **********, **, to our attention. We appreciate the opportunity to address it.
After reviewing the matter, we see that ************ also filed a BBB complaint (No.?23416103) related to the same concern. We understand how frustrating this experience may have been, and sincerely apologize for any inconvenience.
The General Manager reached out to ************ on May?6 to apologize and discuss a resolution. To ensure the most effective outcome, we believe the best path forward is for the property management team to work directly with him.
If you or your team require any additional information to facilitate this process, please contact me directly at our new email address: **************************************************************.
Warm regards,
*******
Liaison,Customer Care
********************************************** & Resorts. Inc.
Customer Answer
Date: 06/11/2025
I am rejecting this response because: I have not received any response from the business.
Business Response
Date: 06/12/2025
BBB Case #: 23452652
Hotel Site #: 04246
Customer Care Case #: ********

Dear Contact:
The general manager of the Days Inn property, located in **********, ** sent an email to the guest on May 6th to the email address ********************* If the guest has not receive this email, it's recommended they check their spam or junk folder.
After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. The phone number for the property is ************** and the email address is ****************************
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
********************************************** & Resorts. Inc.
Customer Answer
Date: 06/12/2025
I am rejecting this response because: First off I do not like being referred to as a guest. I have never been to the hotel, or in that state my entire life. My concern is that someone obviously used my information. In todays times there are lots of scams and identity thefts going on. I think this incident is possibly the result of one or both. I would really like to know how my information was obtained in the first place. I can be reached at my phone ************** any time.
Initial Complaint
Date:05/06/2025
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.
I recently stayed at ******** by Wyndham ********************************** North and had a very poor experience that I believe warrants a partial refund and a formal ************** are the issues I encountered:The hotels location was listed incorrectly on the map, which caused significant confusion and delay upon arrival.The check-in process was disorganized and unprofessional.The lobby had a very strong and unpleasant ******* room was not cleaned properly there was visible trash left from a previous guest.The room smelled of mold and felt unsanitary.There was no daily housekeeping provided during my stay.I did not feel safe in the room. The door did not feel secure, and I was uncomfortable staying there alone.The exterior of the property was dirty and poorly maintained.The advertised breakfast was a minimal, stripped-down COVID-style setup, which is not acceptable in 2025.The coffee was terrible, and the Wi-Fi was essentially unusable for the duration of my stay.I attempted to resolve this with hotel staff, but they were unhelpful. The overall condition of the property, lack of basic services, and safety concerns fell far below the standard I expected especially from a Wyndham-affiliated hotel.I am requesting a partial refund due to the poor conditions and overall experience. I would appreciate your help in resolving this matter.Thank you for your time and assistance.Sincerely,**** ******* 4/29-5/4 Days Inn by Wyndham ****** Grapevine *********** North *********************
Business Response
Date: 05/08/2025

BBB Case #: 23287639
Hotel Site #: 04308
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by **** ******* at the Days Inn property in ******, ***
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 May 10, 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
********************************************** & Resorts, Inc.
Office: ************
Initial Complaint
Date:04/08/2025
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.
My wife, our service animals, and myself were all discriminated against in violation of *** ****, threatened, slander, and had money stolen from us because of their mistake. Ive made multiple attempts to resolve the issue only to be treated very badly and had trust made against me and my wife by the manager and supposed franchise owner. Ive tried to take the complaint to the **************** of Wyndham with getting no results and the problem only getting worse.What Id really like to do is speak to an executive officer in the corporate office of Wyndham who will actually do something.
Business Response
Date: 04/09/2025

BBB Case #: 23177532
Hotel Site #: 56562
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ***** ****** *** at the ******* property in **********, PA.
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 April 11, 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
********************************************** & Resorts, Inc.
Office: ************
Customer Answer
Date: 04/10/2025
I am rejecting this response because: both the"Manager" and "Owner" have called to slandered, llied, and threatened me. They have committed serious violations of *** **** and discriminated against a *********** Veteran.
Business Response
Date: 04/10/2025
BBB Case #: 23177532
Hotel Site #: 56562
Customer Care Case #: ********

Dear Contact:
We would like to express our sincere apologies for Mr. ******** recent experience at ******* by Wyndham property, located in **********, ***
The property management team informed customer care that Mr. ****** was asked to leave the property due to poor behavior being demonstrated at the time of check-in. The property sent an email to the guest on April 7th offering apologies for the negative encounter, but explained that they also have a responsibility to ensure the safety, comfort and enjoyment of all guests and staff.
The ******* by Wyndham property, located in **********, **, is independently owned and operated under a franchise. This means that the propertys management is responsible for their own day-to-day operations. Our customer care team spoke with Mr. ****** on April 8th and recommended he contact the property directly and/or the local authorities if he feels he has been a victim of a crime. The owner/operator contact information was sent to Mr. ****** via email and he was instructed to contact them directly for resolution.
We truly appreciate hearing from our customers, as it helps us identify opportunities for improvement. Please know the guest comments have been shared with the appropriate teams, and we will use them constructively as we continually look for ways to enhance our products and services.
Regards.
*******
Liaison,Customer Care
********************************************** & Resorts, Inc.
**************
Customer Answer
Date: 04/10/2025
I am rejecting this response because: The property which is a franchise is giving them the wrong information and lying to them. Both my wife and I were threatened over the phone by the manager and supposedly the Franchise owner. I truly cannot believe that Wyndham would allow a hotel to be under there name and allow the actions that I saw. The hotel is completely at the wrong cause all the problems knew ahead of time that service dogs were arriving. And yet still discriminated against my wife, our service dogs, and myself as a disabled veteran.
I have attempted to speak with the hotel only to be yelled and screamed at and the hotel owner with the same results. Now it is time for Wyndham to step in and do something right.
Initial Complaint
Date:03/24/2025
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.
The towel rack fell out of the wall there appears to be no subfloor on level 2 it is filthy with bodily fluid everywhere no cleanliness very questionable breakfast buffet stale items coffee left overnight in dispenser elevator very dirty mildew and mold smell throughout I developed a cough and post nasal drip heater did not appear to have been cleaned anytime recently and there were towels left on the first level near double doors in center that were left to soak up water I saw them every day I was there it smelled really bad
Business Response
Date: 03/25/2025

BBB Case #: 23109615
Hotel Site #: 03475
Customer Care Case #: ********
Thank you for contacting Super 8 by Wyndham ************** We sincerely apologize that your expectations of Super 8 by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
The Super 8 by Wyndham chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that Super 8 by Wyndham is solely the licensor of the Super 8 by Wyndham trademarks and service marks to independently owned and operated Super 8 by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility. Your feedback has been sent to our Field Operation Team for follow up with property.
As a gesture of goodwill, we would like to offer you 7500 Wyndham Reward points --enough for one free night or five highly discounted nights at any Wyndham Rewards Tier 1 hotel 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.

Kind regards,
*******
Liaison Customer Care
********************************************** & Resorts

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Wyndham Hotel Group is NOT a BBB Accredited Business.