Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made online reservations via 3rd party (Priceline) for 2 day hotel accommodations (5/14 to 5/16). Upon check in, there was a sign posted in plain sight hanging from a computer monitor that the water was turned off so when asked if that was a current status the desk clerk said why are we behind her desk and being nosey. Then we were charged a $100 deposit which was not mentioned when making the reservation but we obliged. The hallway to the room had a stench of a wet dog and mildew. Then when we finally got into the room, the ** did not work and it took 4 calls to the front desk to have a plain clothed man come in our room and hook it up. The ** remote did not work and we could only watch 1 channel. The worst was not even 2 hours in the room ROACHES started to appear and run up and down the walls! There was mold in the corners of the bathroom walls and by the window in the room itself. (Pictures were taken of everything). I immediately went to the front desk and the clerk informed me she could not assist me in anyway as the manager would not be in until the following day after 10am. I informed her to please check me out and returned my hotel keys, she gave me the hotel business card and told me to call after 10am and to have a nice night. This is the most unsanitary hotel and should be fumigated. Also, there is no restaurant on the premises as advertised. I attempted to contact the hotel 6 times and was unsuccessful with speaking to a manager. I finally contacted and filed a complaint with Wyndham directly who connected me to the hotel on 5/18 to only be told by the desk clerk that the manager has nothing to say to me so quit my s*** and I will not be getting a refund and was hung up on. Very unprofessional and immature way to handle customer relations and poor accommodation concerns.

  Business Response

  Date: 05/19/2023

  This guest did make a reservation for 2 days with a 3rd party, who has it posted on their website that the hotel requires a $100 refundable deposit. The guest checked in at 1:19pm and never came back to the front desk to conplain or leave. She stayed her entire 2 days. Never mentioned to any of the desk clerks she had any issues. The makes a complaint to Wyndham over a review she saw. There was no bugs in her room, **************** comes out once a week to make sure we aren't having anymore issues. She spoke about a wet pet smell, pets are allowed in that same hall. The hotel had an emergency water pipe burst which require maintenance to turn off the water for about 15mins, hint the reason the notice was posted. She called to speak with me once after she made the customer care complaint. I was at the bank, not once would a desk clerk tell a guest I don't want to speak with her. They would just put her thru to my voice mail. But being dishonest to obtain a full refund, when she in fact stayed for the course of her stay. WITH NO COMPLAINTS TO THE ***** I was working during the time frame she was here, WHY NOT ask to speak with me those days? If she would have turnt her keys in and left, and the frontdesk was notified, I would have not problem issuing her a refund. You don't stay and then make a complaint for refunds. That doesn't work for all chains of hotels. 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20077353
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation on Hotels.com at the Travelodge by Wyndham in Fort Myers, ** on Jan 16th. Today, Jan 17th my wife's upcoming surgery that was scheduled for Feb 13th got changed to Feb 2ndcauses us to cancel our trip. I contacted Hotels.com, who was very helpful in assisting me. They contacted the hotel and talked with a representee who was not able to help and forward them to a management personnel who declined the request and refused to refund any of the cost of the reservation which was $669,08, said that was the cancellation fee. I had no problem with the airlines or car rental companies for a refund. I think the hotel is not very costumer friendly. The representee from Hotel.com was very helpful by contacting as many people as possible to no avail and was very apologetic to the situation and the inconsideration of Travelodge hotel.

  Business Response

  Date: 01/19/2023

  This guest has not spoken with me nor have I received any calls messages from this guest. This guest reservation isn't scheduled to check in until 2/6/2023 for 4 nights. She booked this reservation thru Expedia. The 3rd party has this reservation booked as a non-cxlable, non-refundable, non-transferable reservation. She will need to call Expedia and have them cancel the reservation. They haven't called either to ask if this reservation could be cxl, per guest request. The guest at anytime should feel free to call and speak with me. I have no reason not to cancel this reservation for her. The hotel is definitely consumer friendly, yet when the customer use a 3rd party; then they have cancelation policies different from the hotel.

• Initial Complaint

  Date:12/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room at Travelodge in ******* the beginning of November for Dec 4-7. I used Expedia online for this reservation. I had to cancel this reservation since I was unable to go to *******. I called the Travelodge Hotel myself to cancel this reservation on November 14th. The young lady that answered the phone said yes I can cancel that for you so I waited on the phone and she said OK you are all set, I cancelled your reservation. Now, the Travelodge charged me $398.40 on December 4th. I called Expedia and they said they did not charge this, that the Travelodge did. That's when I called Travelodge again and said why are you charging me this whole reservation when I cancelled it already. Well, the manager had already left so I called my bank and told them about this mistake made by Travelodge so they stopped my credit card immediately on Dec. 5th. Also, another charge showed up in my account of $132.80 and I called Expedia to find out why. They said the manager put a "No Show" in their records so they charged me that amount on Dec 4th. I just now called the Travelodge manager and she answered finally and was so very rude right off the bat with me as she knew why I was calling as I left her a voicemail on her extention. She immediately started accusing me of not taking care of this reservation and I told her I cancelled on November 14 and she said well the girl that did cancel that had no authority to do that and so this charge she said is for the no show. She didn't even let me finish talking before she butted in with the same thing she just said and accused me of not taking the right steps to cancel this reservation. Well, I didn't know it wasn't the right steps as I called the Travelodge myself and cancelled this reservation. Our voices got louder to each other and she just hung up on me. I just wanted my $132.80 back as I felt I did cancel this reservation in plenty of time for a no charge. The manager could have handled this is in a respectful way instead of being rude and disrespectful. She should have not accused me of not cancelling this when I did cancel it. What is going on with not being able to call the Hotel directly to cancel a reservation that you made yourself? She refuses to repay back the $132.80. She also needs training on how to handle customers.Thank you,***************************** ******************** ************

  Business Response

  Date: 12/09/2022

  This guest booked a 3rd party reservation thru Expedia. She claims she called the hotel to cancel it. Yet all my desk clerks know they can not and will not cancel a reservation made thru the 3rd party. Expedia emailed me a notification that the reservation was made and is non-refundable. They also stated that they were still going to charge me a commissions on her reservation. As per policy, and good favor; I am suppose to charge her for the entire 3 nights. We only charged her for 1 night as a penalty since I'm being charge the commission. This guest calls the deskclerk yelling at her and she tried to explain to her as well, no desk clerk has the authority to cancel a 3rd party reservation especially w/out the Mgr's approval. She didn't want to hear it. She calls backs yesterday, I tried to explain the same thing to her, but in depth. She starts yelling and talking over me as I actually listen to her. I wanted the same measures respect as I gave her. She continued trying to talk over me and not get an understanding that she would be charged for not canceling her reservation thru the same 3rd party she booked with and the hotel are within our rights to charged when we have a room we could have sold to someone (many came/call to ask if we have any rooms available) yet we were holding her reservation for her. 

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were staying at the Travelodge and first our car got towed because we were not informed of the no parking zone which was directly in front of the hotel then we get kicked out because I was late paying for my room that next night.i apologize several times but the manager lied and said this happens a lot.it happened one other time and that was cuz we were broke down and we called and told them and we were only a few minutes late that day now they won't give us back our deposit and this is the second time I didn't get my deposit back and the first time was also a lie when she said I had a dog in the room we've been having dogs the entire time we've stayed there she lied she stole our money and then threw us out she's a cold heartless person and she definitely doesn't need to be a manager she doesn't need to be in any kind of customer service. I would like my $200 deposits back and I would like to hotel to start informing their guests about the new parking zone because I don't want this to happen anybody else I'm going to lose my truck the only thing I have that my brother gave me I cherished that truck and I blame her for that

  Business Response

  Date: 08/30/2022

  This guest is a horrible dishonest person. Their car was repo, we never had their car towed. Cars are only towed when they are illegally parked, has no plates, or stolen and the cops will request that they are towed. Nothing to do with the hotel. This gst told us she had 1 dog at check in, we then later found out there were 2 dogs, she needed to pay for her 2nd pet she was not honest about. They had been late on their rent several times. Myself and several dedsk clerks told them they will not be allowed to extend if this keeps up. I was at the desk when her husband came to the desk and paid his rent at 4:30pm... Unacceptable! I told him do not extend and MUST check out the next day by 11am. Well the next day came they called Wyndham, made a reservation and thought ******* would override my decision to have them removed from the property. She has only spoken with me once since she was here. I dealt with the husband mostly. She was here over 6mos yet I'm the horrible person. She was told by ******* and myself they had a 24hr notice, if they aren't out of that rm by 12:15pm and hour and 15mins extension. They will forfeit the deposit of $100 and will be put on the *** list. Well it was almost 2pm before they left the property and that room was a disaster. Her $100 desposit doesn't suffice the damages and trash they left. I don't want to ever see them here again, nor is she getting any deposit back. They signed for this at check in.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservations through a third party. My confirmation email stated check in was at 11:00 a.m. when I arrived at noon the front desk lady said there was a $25 fee for early check in when I told her that my reservations at 11:00 a.m. she was very rude and I still had to pay the $25then they want then they wanted $100 deposit I'm up in the room for less than 10 minutes and the front desk lady calls and accuses me of bringing a cat into my room then she comes up bangs on the door and I opened the door she starts yelling in my face so instead of being harassed I decided to leave I tried to get my deposit back but she refused to give to me still accusing me of bringing a cat which I did not have in I got a hold of the manager from the hotel and she's refusing to refund me my money and states in one of the emails that I'm always of time I want refunded for $100 deposit the hotel stay and the early check in. Reservation number was XXX XXX-XXX-XX and customer case number XXX-XXX XX

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/04) */ This guest checked into our hotel with a 3rd party reservation. Our check in time is 3pm, but we allow early checkin at 1pm. If they don't want to wait then we charge $25 for early check in. She's pays the fee and we require a deposit of $100 as well. We have it noted on the registration form that her room is NOT pet friendly and we had her sign a "Good Neighbors Policy" That stated we DO NOT ALLOW CATS. The owner is highly allergic to them and do not want them on his property. She sign all the forms and is seen by the Housekeeping Supervisor taking a cat into the room. She snaps a picture of her ding so. This guest was very rude to the desk clerk when she was told to get the cat off the property as well as she was in violation of her room deposit being returned. She begins to violently use profanity with the maint. mgr that went to ask her to leave as well as the front desk. The frontdesk was in fear of her safety and called the cops. Which the guest was told and then she left. Violating any of the Good Neighbors Policy, will cause you to loose your deposit and any room rent. This is stated and she signed for it. There will be no refund. Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) As it shows in the confirmation email that I attached check in says 11am. I did not bring a cat into the motel. If they are so sure of themselves, then where is the proof. And the front desk lady who lied and said she was the manager, was very rude to me and looked and talked to me like I was a lower class then her. And when is a good customer service to accuse somebody of something without proof and to yell at them and tell them they need to leave so yes I did not leave willingly on my own cuz I wanted to just cancel our reservation therefore I want my money back and I will not stop until I get it I would like to speak to the owner of the hotel Business Response /* (4000, 9, 2022/08/08) */ This woman can not keep her story straight. At first she stated to me it says our hotel is pet friendly. Typical response when a pet is brought unto to the property without payment, non- pet friendly room, and is not allowed on the property. She is never getting a refund. She violated our policy that could kill the owner and is a liability to the staff as well as guest coming in behind her check out. We have to clean pet rooms differently and they all have tile floor. The 3rd party, which is overseas told her 11am check in. Not the hotel. All of our sites have 3pm as our check in time as well as it is posted at the frontdesk. We allow early checkin of 1pm if she wanted to wait without a fee. We charge $25 for anything earlier than 1pm. Also posted at the front desk. She wanted to check in at 9-10am then there is a fee for this. She has contacted Wyndham corporate office and they have closed the case, because they too know the rules and posting of the hotel. Delphine, GM