Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 8/23/24 I checked in the Baymont hotel early, so I paid a $25 fee as well as the fee for the room. I went to the room to get ready for a funeral and the water wasn't working. I went back to the front desk and told them the issue and I was told that the water wouldn't be working for the rest of the day. I immediately asked for a refund due to the inconvenience. The front desk agent said that my refund was processed and that my refund would be retuned back to me within 5-7 business days. Since I booked through ******* I called them, and they put me on hold while they contacted the hotel for confirmation. ******* could not refund me because I paid directly to the hotel and did not prepay on their site. As of today 9/12/24, I still haven't received my refund. I've been calling multiple times a week since then, and either ****** or one of the gentlemen that work at the from desk tells me to call after 4:30pm when the manager (****) is in. Every time I call, he is either never there or out of town. I've left several messages for **** to call me as well as the general manager ***. Today I called and neither manager was there again. I asked ****** to text him while I waited on hold. I waited so long without her checking back with me that my fiancé' had to call her from her phone. ****** had both of us on hold for over an hour waiting to hear something back. When she finally came back, my finance' asked her to call him since he wasn't responding to her text. ****** became rude and irate stating that this wasn't an emergency and that she was working with other customers who were priority over my issue. The customer service at this location is below average and this company makes Wyndham look bad. I want Baymont to refund me the total amount that I paid which is $146.62.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a week at the Baymont hotel in Gainesville. After paying $425.18, I was forced to leave the hotel for no reason whatsoever. I think the cleaning staff and or manager did not know that I was paid up and thought I was supposed to leave at 11:00 am. The Sheriff told the manager to issue me a refund and received no refund or promise of a refund.

  Business response

  09/26/2023

  This guest who complaint was already on do not rent list. She was on do not rent list because for being disrespectful to employees. She came on Sep 22 and check-in hotel in the morning just to start fresh again we let her stay. she stayed one whole night . The next day in the morning for breakfast she came to have breakfast during the usual timing for breakfast she came and yelled on break fast attendant  and fight with the breakfast attendant lot of guest having breakfast was very upset seeing that situation. She was trespass by cops for misbehaving with all the staff members. When she was leaving the property she stop by and took her receipt from  receptionist  and was informed about to coming refund to her card depending on how much her bank takes time. All she has to do is go to her bank and ask when she is going to get her pending charges change to a sale.

  Please check attachment for proof of refund..!!

   

  Thank you,

  GM

  *** ******

  Baymont in Gainesville, FL

  Contact Us:- **************************

  Customer response

  09/26/2023

   

   Complaint: ********

  I am rejecting this response because: The hotel manager is a liar. I was never on a do not rent to list because why would I have been booked and allowed to pay for 7 nights if that was the case. The hotel manager did not realize that I had paid for 7 nights and made a terrible mistake that he is refusing to admit to. Although he called the Sheriff's office because he thought I only paid for one night, in one version of his story, he claimed that I called sheriff to get my money back but that he couldn't issue a refund just because I was being treated rudely by the staff. He caused me to have a personal emergency because it was game weekend because I had to pay $135 for a room that I wasn't able to get into until after midnight because I had to borrow money. That was almost 3 times the price per night compared to what I was promised by Wyndham. He should refund the entire $425.18 plus any and all expenses that I encountered due to his mistake and he has no evidence that I was ever rude to anyone. 

  Regards,

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

*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. ↩