Complaints

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Black mold , toilet doesnt work, smells moldy and not one ice maker on the building. Were told building was 5 feet under water and not restored properly. We are contacting the health department and the news media and are going to share pictures if not fully reimbursed ASAP!

  Business response

  11/27/2023

  BBB Case #: 20918344
  Hotel Site #: 51482
  Customer Care Case #: ********

  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ***************** at the Baymont property in *************, **.To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before November 30, 2023. As a company, were 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 ********************* and I will personally help address the guest's needs.

  
  ******
  Liaison, ******************************* & Resorts. Inc.

  Customer response

  12/10/2023

  we were never contacted by this company

  Customer response

  12/11/2023

  WE HAVE NEVER RECEIVED ANY EMAILS OR OHONE CALLS THIS HOTEL

  Customer response

  12/11/2023

  WE HAVE NEVER RECEIVED ANY EMAILS OR OHONE CALLS THIS HOTEL

  
  

  Business response

  12/11/2023

  Hello Contact, 

  BBB# ********

   Site ID: *****

  Ref: 06762277
  
  Thank you for your call today, it was nice speaking with you. 

  Thank you again for your feedback regarding your stay, and we look forward to your next stay with us!

  I have applied the 15,000 Wyndham Reward points, as a goodwill gesture, to your account which you can use towards a discounted stay up to a free night stay, depending on availability. Please be sure to check online at www.wyndhamhotels.com/wyndham-rewards.  
  
  Your Rewards membership number is 202957012D.  Please contact member Services at ************ and they would be happy to assist you with booking a reservation using your points or answering any questions you have about the Rewards program. 

  Please continue to work with the third party and the property if looking for a refund. 
  

  We trust that you will enjoy your next stay with us, and we look forward to helping you with your future travel plans.
  
  Thank you, once again our sincere apologies for this experience.
  
  *******
  Customer Care Liason
  
  Wyndham Hotels & Resorts!

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into this hotel on 04/07/22 with my family and it smelled like cigarette smoke. Right by the counter, there was a "This is a 100% non-smoking facility" sign. I checked in and went to the room. When I got to the room, I opened the door and it was nothing like it had been advertised. There was mold on the curtains above the air conditioner. The smoke detector was missing. The pillows were old. There was an adjoining door to another room that you could open but it went to another person's room. The room also smelled like cigarette smoke. I immediately checked out and asked for a refund. They refused to give me my money back. I booked through Expedia and had requested a refund through them. They denied my request for a refund because they said they contacted the manager of the hotel and they told them we stayed and checked out the next day. That was a lie. Expedia also said they tried again to contact the manager and they were unable to reach them. So, yet again I will not get a refund. This was so unfair to me.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/04/26) */ BBB Case #: XXXXXXXX Hotel Site #: XXXXX Customer Care Case #: XXXXXXX Dear Contact: Thank you for notifying our office of the concern filed by Candace ******* at the Baymont by Wyndham property in Ormond Beach, FL. 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 May 2nd. 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 *********@*******.com and I will personally help address the guest's needs. Kind Regards, Melissa Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: XXX-XXX-XXXX Consumer Response /* (3000, 7, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I see that someone is supposed to reach out to me. I honestly feel like they will not. They know what they have done was wrong. They wronged me and I'm sure many others. If I let this go, who else will they do this to? They refused to give me a refund even when I did NOT stay there. They did not seem to care at all that I was upset. An apology is nothing without resolution. If you are truly sorry, then you would have given a refund. I want a resolution to this. Not only for me but for people that they have wronged before me and hopefully prevent them from doing it again. Business Response /* (4000, 11, 2022/05/10) */ BBB Case #: XXXXXXXX Hotel Site #: XXXXX Customer Care Case #: XXXXXXX Hello: Thank you for notifying our office of the concern filed by Candace ******* at the Baymont by Wyndham property in Ormond Beach, FL. 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. Customer Care offered 15,000 Wyndham Rewards points as a goodwill gesture which were accepted by the guest. 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 *********@*******.com Brenda Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: XXX-XXX-XXXX

*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. ↩