ComplaintsforThriftlodge by Wyndham

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at the Thri*tLodge by Wyndham in Moncton NB with a check in date o* *eb09/2024. I was booked to stay *rom *riday *eb 9-Sunday 11th in the 2 Queen Beds, E**iciency Room. My con*irmation number was *************. I had my 2 youngest children with me *or a cheer competition that weekend. The couch in the sitting room was broken and could not be sat on. This prompted my children to go into the bedroom to watch TV. I eventually came in to bed a*ter *inishing work at 1am, only to have my 8 year old daughter tell me in a *rightened voice that there were bugs in her bed. I turned on the light to *ind her covered in them. I checked my 6 year old in the other bed to *ind him with bedbugs on him as well. I packed our stu**, stripped my 6 and 8 year old down and showered them, and double bagged everything that had been in the bedroom. I went to the *ront desk and spoke to **** a*ter waiting 5 min in a locked hallway I requested a *ull re*und o* my entire stay and was advised it would be "processed in the morning by *** as there was nothing he could do at this time". I le*t with my traumatized children at 145 am. I spoke to *** on Monday *eb 12th and he reassured me the re*und had been processed and was showing on his end and that it should show within 5 business days to my card. No proo* was sent as I requested. No re*und had appeared by *eb 23rd. I just contacted the business on 02/28 and was 1) hung up on when I asked about my re*und and 2) advised that I had to call Wyndham directly. This person also advised me that no re*und had been issued and this was not something that would be done on their end as I booked through Wyndham reservations online. This is incorrect as per the Wyndham customer care site states speci*ically to go through the actual hotel *or billing issues. I have contacted this hotel 4 times now, been given at least 3 lies about re*unds and policies. I was given a partial re*und o* hal* *eb 29th. I want the *ull 208.21 I was told I would get.

  Business response

  07/03/2024

  WE DO NOT AGREE TO THE COMPLIANT OR PHOTOS. WE WOULD LIKE TO MENTION THAT WE ARE SELLING THIS ROOM EVERYDAY. DUE TO CHANGE O* THE PLAN GUEST WAS EXPECTING *ULL RE*UND ON NON-RE*UNDABLE RESERVATION. AS A COURTESY WE HAD ALREADY RE*UNDED MORE THAN 50% BACK TO THE GUEST AS WELL. HOPE WE TRIED OUR BEST TO SATIS*Y THE GUEST.

  Customer response

  08/03/2024

  <*ont *ace="Verdana"> I am rejecting this response because:
  It's laughable they reject the photos. Yet they are date stamped and geolocated to their hotel. As *or last minute changes I had to scramble to *und another hotel and spend over 545$ extra *or the weekend due to the disgusting nature o* their room. Please see attached photos with time and geolocation stamp.

  The unpro*essionalism and outright lies has been incredible *rom this business. I don't know any *amily that decides at 130am to yank 2 young children out o* bed, scramble to locate another hotel, spend over double what we were spending, just so we can get a re*und. I have been outright lied to by multiple employees. The manager outright lied to Wyndham when they said they tried to contact me and le*t a message advising o* a partial re*und. 19 days a*ter multiple attempts on my part the hotel contacted me at 851pm and re*unded hal* the cost. The employee re*used to give me the manager's name and told me they were not allowed. I have been re*used contact with the manager and the emails sent to this business have been ignored.

  At this time based in their response this amounts to ********** ********* on the side o* the business. I have bmnever changed my story, yet the employees and management at this business have delayed and lied and told a minimum o* 3 di**erent stories.

  In addition to this they have gone into my original reservation and changed it *rom 2 nights to 1 night. I want my *ull amount re*unded. 

  
  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Booked 2 rooms at thriftlodge by Wyndham was there about an hour and left due to toilet not flushing, hokes I walls dirty floors stained bedding went and had to book 2 rooms elsewhere I am being refused a refund

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