ComplaintsforWyndham Grand Clearwater Beach

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over charged at pool for food and My name is ***************** and I stayed in your hotel, whyndham grand clearwater, on 19th June for 2 nights. The reservation was booked in my daughters name of *************************** *****. We had 3 rooms and I stayed in room 0425. At check in I was asked for a ***************************************************************** 6582. At pool side i purchased a snack for 15 dollars, paid on my card and the next day another item for 14 dollars, paid on my card. When I checked my card transaction on my banking app whyndham put a charge of 50 dollars per item (x2). I queried this will the attendant she told me ******** put a ************************************************************************************** 3-5 days. Its now over 11 days and I've had no refund. The card I used ends in 6582.Can you see that this is sorted please. The 200 and the two x ************************************************ to contact you, ********, as you are the ones that over charged me. I am a regular customer of whyndham ans its not nice chasing funds I'm owed.

  Business response

  07/02/2024

  Attached are the signed receipts from the pool that are in dispute. 

  Customer response

  07/02/2024

   
  Complaint: 21930434
  
  I am rejecting this response because: it's not the pool bar bill im disputing its the pool side waitress service when you lie on your sun bed and your order from the girl walking around and you pay by tap and pay and they don't guve receipts for this. I do acknowledge these bar bills but not the pool bills. 
  
  Sincerely,
  
  *****************

  Business response

  07/07/2024

  Hello **************,

   

  I am sorry you are experiencing these issues; I have attached everything associated with your account. The description in your response is concerning because we do not have the tap to pay options at the pool, in fact we don't have that option anywhere on property. There could be tap options at the beach, which is run by barefoot beach club, a separate company that is contracted by the city of clearwater to service. You can reach out to me directly for anything I can do to try and help but hopefully these receipts closed out your inquiry. One possible issue could be the authorizations from your stay, but they should have returned to you card by now. You can contact your bank with the authorization back up I have attached showing they were only authorizations and not charges.

  ***************************

  [email protected]

   

  Customer response

  07/08/2024

   
  Complaint: 21930434
  
  I am rejecting this response because:
  You do have contactless payment method. Thats what i meant by tap and pay. 
  Sincerely,
  
  *****************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon arriving to check in on 04/27/2023 at apx. 7pm EST we waited serval minutes before because able to acquire key cards, to access our rooms (check the cameras). Then we go up to the presidential suite and none of the other doors were open to the other suites. So we had to go back down (inconvenience) only wait again for someone to come up to help who had no idea if someone was already staying in the rooms or not and also didnt know how to get in so they had to go back down to make keys and figure out the answers to those unknowns (inconvenience). Then when they finally get it open we start our stay hours later. Which by the way no assistance by any staff to the presidential suite and this is supposed to be a formality as I noticed other groups being catered to in that fashion however not my group. That same night the keys stopped working and would continue to have this problem multiple times a day and again inconveniencing myself, and my guests staying with me whom all paid to be there (check the cameras). One of the evenings that I came in to the resort, I found out yet again that the key wasnt working, attempting to access my room on the fourth floor. I had to go back down yet again, and it took over an hour of my time check the cameras so I requested to speak with someone in charge 10 minutes plus later a woman by the name ***** came to the front reception desk. She was abrasively aggressive And immediately was looking for confrontation with her poor attitude and approach, and instead of taking responsibility for not only all of the inconveniences, but also the fact that she is supposed to be in hospitality, she decided to **** the problems off on me as a guest, making alleged remarks to me as if Im the one that was Altering the keys or causing the issues or any of my guests. However, this is not the case I seek a full refund from this complaint as a remedy for the poor hospitality and equality of service and exchange, for what was advertised.

  Business response

  06/01/2023

  We have reached out to the guest to try and resolve with the guest directly.   We sent an email and contacted the guest on June 1st 2023.

  Sincerely,

  *********************

  Customer response

  06/04/2023

   
  Complaint: 20024176
  
  I am rejecting this response because:
  
  The business and myself have not come to a mutual agreement on the terms I have proposed in an attempt to concluded the subject of issues that should be easily remedied by agreeing to my proposed terms.

  In the event the business should agree to my proposal, I would be willing to conclude this subject as satisfied. 

  Kindest Regards,

  *****************************

  Business response

  06/16/2023

  This has been resolved. We spoke with him personally and gave him a refund.

  
  

  Customer response

  06/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During our stay in Wyndham, our valeted car was damaged. The damage is on the front driver door handle. The button to electronically open the door was picked out and missing upon return. It is not just a button that we can pop back in... we don't even have the button, but we cannot access our car from the outside anymore because it was picked apart. Their property valet should have cameras to show how this was damaged. We never moved our car the entire time, so the responsibility is on them and they are avoiding us at all cost. We did not notice this until reaching the gas station after leaving the hotel because it customary that valet leaves your driver door open for you when you get your car. As soon as we noticed the damage, we called the hotel and was transferred to the manager of the valet. He then sent us request forms to collect OUR insurance information. We refused to give him that information but we did give him the synopsis and our contact info. We have called probably 4 times since and sent over 8 emails at least. We spoke with the valet team, valet manager, Wyndham front desk staff, Wyndham front desk manager.... we cannot get this resolved. They will not contact us with information on how to get the damage to our car fixed.

  Business response

  08/11/2022

  Business Response /* (1000, 5, 2022/07/26) */ We apologize for the delay in the claims department reaching out. Below is the contact of the Claims Representative that will reach out. It does take some time for them to process. ESIS CLAIM REP: Delfina B PHONE NUMBER: XXX-XXX-XXXX

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is in regards on of my and my wife's wedding that occurred on December 12th of 2021. When we arrived at the hotel we found out that our wedding suit is not ready and we have to wait for it to be cleaned up. The front end guy was extremally rude. It took bell service 45 minutes to deliver our bags to our room. The whole thing was just a nightmare, but I would like to point out people who where in charge of our wedding venue, because they just did everything to make our wedding miserable - specifically Wendy B.(Catering Sales Manager), Ivan S.(Director of Outlets), Rosemary S.(Accounts Receivable). Nothing what was promised in the package we bought was delivered as expected and some parts was not delivered at all. Food in the restaurant was burned and at the end of the dinner which was already payed for they tried to charge us again including gratuity. Wedding photos were terrible as the beach set up - people were playing volleyball right besides us - no intimacy on "intimate package" . Champagne toast after the ceremony was not served and champagne to the room was not delivered. We paid for all that. Besides that I had weird charges on my credit cards and never had comprehensive break down of which. Accounting was answering with week delay and with some vague answers. When I have asked for refund they just refunded me 10%. Please, don't even think of hiring these people if you don't want to be embarrassed in front of your loved ones and guests, waste a lot of money and do damage to your mental health.

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2022/01/31) */ This gentleman attempted to to gain discounts and refunds for his entire event from very early on in the process. As a gesture of goodwill, we provided a 10% reduction, the value of which, exceeded his expenses for the issues he was claiming. He has already expressed similar sentiments (as this coplaint) on many other social media platforms with verbal comments of his plans to do so, in his efforts to gain a full refund. We have extended what we feel is more than equitible, with no plans of any further compensation. Consumer Response /* (3000, 7, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the response, because as I stated in the initial complain service was not as described. I am not satisfied with business proposed resolution and how they handle everything in my case. Business Response /* (4000, 9, 2022/02/01) */ We do regret they feel as they do. but again, we believe the gesture already provided was more than fair. We have an outstanding record and reputation of providing great service. Should something go awry, we make appropriate ammends. Unfortunately, there are individuals intent on obtaining something for nothing and we do not let them taint the manner in which we do business. In such cases we'll still provide what we believe to be fair. As previously noted, in this case, we will not be offering any further goodwill gestures.

*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. ↩