ComplaintsforTravelodge
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Checked in the hotel 1/**/2022 for 2 nights. Next morning my wife goes to get their grab and go breakfast. We needed 3 but she could only get 2 at a time and came back an hour later for the one that was left. She was yelled at, berated at and threatened by the front desk. Manager came to the front desk slamming doors and talked to my wife like a lower human being. My wife came crying to the room and I went down to see what happened, the manager came out and acted the same, slamming doors and slamming his cellphone on the desk. Manager said my wife had been disrespectful to them and since they have a camera right there I asked him to show me the video. He refused and started cussing at me, yelling and threatening me to call the police. I asked to be refunded and we will check out right away, manager refused and did not resolve. I have my whole interaction with him on video if you need proof of the way we were treated.Business response
01/24/2022
BBB Case #: 1666****Hotel Site #: 14**3Customer Care Case #: 472***8Hello:
Thank you for notifying our office of the concern filed by ******* ******** at the Travelodge by Wyndham property in Mammoth Lakes, CA. 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 27, 2022. 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 *********@wyndham.com and I will personally help address the guest's needs.
******Liaison, Customer CareWyndham Hotels & Resorts, Inc.Office: ###-###-####Customer response
02/01/2022
I am rejecting this response because: I appreciate the gesture of good will but as you can imagine we are not eager or willing to spend another holiday at Travelodge, after my wife and I were verbally assaulted by one of the franchise owners. We would like to respectfully keep our request of a full refund from Travelodge Mammoth Lakes, we feel is only right after our experience. We were promised a follow up from the owner and didn’t happened as well.We have video evidence if you need it for your files. Thank you
Business response
02/02/2022
BBB Case #: 1666****Hotel Site #:14**3Customer Care Case #: 472***8Hello:
Thank you for notifying our office of the concern filed by ****** ******** at the Travelodge by Wyndham property in Mammoth Lakes, CA. 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.
Once again, we apologize for any inconvenience this may have caused.
Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com
******Liaison, Customer CareWyndham Hotels & Resorts, Inc.Office: ###-###-####
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.