Complaints

• Initial Complaint

  11/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Checked in to hotel on 11-27-2024 aprox. @ 2:44 p.m. - Front desk girl was the rudest! I went to my room shortly after and started looking around the room - the floors were sticky, the lamp was broken, there were bugs or something on the sheets, the comforter was nasty and stained - I called the front desk to tell her that I would NOT be staying there and she said well if it's under the 30 minute time period then I'll give you your money back!!! I'm beyond angry - she refused to give me my money back because I was over the 30 minute period like 12 minutes if that!!! I will never use a Wyndham Hotel again - I'm fighting to get my money back - and the people that own or run this hotel in Turlock should be banned... *****.

  Business response

  11/29/2024

  Hello

   

  Our hotel has a policy of after check in 30 minutes past we can't give refund. As the guest also confirm that they cae after 42 minutes for saying complaint for the room. Front Desk ask them that they can change the room but can not give any refuund for the same at its past 30 minutes policy. So guest arguing and saying bad word to the front desk and told that give me my deposite back i want to check out. So front desk gave them deposit back. Marked as checked out.  In the veening time around 5.30 guest called and talked to the person working that i need room you give me another room as they don't have any place to stay. But once we checked out from system if guest wants room they have to pay but guest wants to utlize same amount which they paid so front desk told them it it not possible.

  Customer response

  11/29/2024

  I am rejecting this response because: its unreal to me that only 12 minutes passed the 30 minute policy (which they dont tell you about- they expect you to read all of the papers taped on there windows- Ive never had a situation with a hotel with all of this non-sense! The gal at the front desk was RUDE - she didnt offer another room as he stated- yes I called back because Wyndham CSR told me too! At that point yes I was trying to get my money back to get another hotel room!! The travel lodge is unsanitary- just need my money back!  Thank you 
  

  Business response

  12/06/2024

  Hello

   

  In regards to the complaint for refund we called the guest and gave her refund. The receipt of it along with her signtaure is attached herewith for yur reference.

   

  Thank you

• Initial Complaint

  03/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had rented a room for 4 days and my son asked if the room was clean of bugs and bed bugs. The clerk stated they had cleaned the rooms and beds, and she lied Once my son turned on the light in room 224, roaches ran across the room and I told him to call the front desk so he can tell them that they had lied, and I called to request a full refund because the room was gross. They denied my request for a full refund. So I didnt have much choice than for my son to stay there since I didnt have more money to go elsewhere and had paid almost $200 for a ***** infested room The lady clerk lied to our faces when she said the rooms were bug free!!!

  Business response

  03/23/2024

  Hello,

  Here is the confirmation for the guest where he stayed for 2 night and was charged $113.21 for his stay. There is a $40 deposit at the time of check in which is refunded back when the guest checks out, and which was given back to the customer. I did review the image attached but I am not sure if this belongs to this property. With any guest complaint we are more than happy to change rooms when a guest states if there was any issue in the room. If the guest had an issue all they had to do was contact the front desk and someone would have helped with it. I am not sure what else can be done in this situation as the guest did stay for those 2 nights at the property. let me know if you have any questions.

   

  Thanks

*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. ↩