ComplaintsforBaymont Inn and Suites Mobile

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** ********** used her personal credit card to reserve the room at Baymont by Wyndham in ****** alabama on June 18 2022 at the address of *** **** ********** ** ******* **** *, ****** Alabama ***** ******** ********** and my self was on vacation traveling to Florida on vacation. We used booking.com confirmation number **** *** *** and pin **** for the price of $***** when we arrived at the property the clerk at the desk told us before we check in we might want to go see our room because its nothing like what the website shows. we was given the card for room *** and when we came to the room there was trash piled up all around the outside of the outside stairwell people in a van using drugs and a girl or lady hanging out of a room under the influence of some type of drug when we entered the room the room was dirty smelled the carpets was very dingy. ******** has tried to correspond via live chat on booking.com and they quit responding to her so I tried to call 2 times prior to today July 18 2022 when i called they told me I had to wait 24 hours for a response from the property so I waited 72 hours before calling back and I was informed to call the property and talk to the manager on duty so I did so was told that there was nothing they could do because the $***** was a no show cancelation fee since we did not check in due to the condition of the room so I called booking.com back and i told them what was said and they would look into it and so I was told to wait another 24 hours that was July 11 2022 and if I didn't hear anything to call back so on July 18 2022 I called and explained everything and the rep for booking.com was not friendly and very snippy and said the $***** was a cancelation fee for a no show because we did not check in and they will not do a refund at all and booking.com said there was nothing they could do most of the pictures they use to represent this property if false advertising

  Business response

  07/18/2022

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

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ****** ***** at the Baymont by Wyndham property in Mobile, AL. 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 22nd. 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.
  

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

*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. ↩