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:12/18/2024

  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 booked the hotel over the phone with their company. I asked several times if they had the amenities I needed and they confirmed they did several times. When I got there not only did they not have what they said they had available, but the hotel was absolutely disgusting. It probably would not even pass an inspection. I told the front desk clerk about this issue and he said we would be able to get a refund by calling the manager. I asked for names for a reference as to who told me I’d be able to get a refund and they refused after that he got mad and said I need to leave the hotel as I was walking out the door. We were there for less than 20 minutes and then left as we were leaving. The guy started screaming about us on the phone telling lies and recording us without our consent. I tried calling the hotel and they do not answer my calls so I started calling the customer service line for the company. After two weeks of calling and asking for my refund and even emailing them the charge I got from the hotel. They still refuse to give me my refund because they can’t get in contact with their own hotel? After false advertising, terrible customer service, recording us without our consent on a personal device and a hotel that was nowhere near up to par they still have not issued a refund as requested. I’m not sure what the issue is as they can refer back to the recordings they have on the property and even the person recordings the front desk clerk took of us. More than two weeks later, I am still without a refund or any proper resolution.

  Business Response

  Date: 12/19/2024

  
  
  BBB Case #: 22681055
  Hotel Site #: 47080
  Customer Care Case #: 08587082

  Thank you, ********* ******, for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs.
  
  We are sincerely sorry to hear we did not provide you with an excellent experience. You can count on our team to help resolve your concerns. 
  
  To aid us in resolving this matter, please reply with a copy of your full monthly credit card statement, all pages, showing the charges, you incurred, once you receive it. You may also fax the documents to 888-565-7707. 
  
  As we do not have access to the property's billing system, we cannot verify the charges or any refunds.  Therefore, we request that guests send us a copy of their full monthly statement showing any charges from the property. For your security, we ask that you remove any personal credit card numbers.
  
  When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.
  
  Thank you for your patience in this matter.
  
  Regards,

  Michele

  Liaison, Customer Care

  Wyndham Hotels & Resorts

• Initial Complaint

  Date:08/02/2024

  Type:Facilities Issues
  Status:

  UnresolvedMore 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 hope this message finds you well to whom it may concern. My wife and I recently stayed at this hotel, and I am writing to address several significant issues we encountered, which greatly impacted our experience. We arrived at the hotel around 1:00 PM on July 29, 2024, and were informed that check-in was not available until after 3:00 PM. The staff member who addressed us was quite rude. When we returned later that day, after the specified check-in time, we were met by another staff member who was exceptionally unprofessional and unhelpful. During check-in, we were unexpectedly informed of a $72 resort fee. According to the reservation details we received, the fee was listed as $29.26 in fine print. Despite showing the reservation details and our confirmation number, the staff member insisted that we had to pay the higher fee because we booked through a third party. Further research revealed that booking directly through the hotel would have resulted in a resort fee of $10 per night, totaling $30 for our three-night stay. This discrepancy caused significant frustration, especially when compounded by the next issue: the room we had reserved with two king-sized beds and a non-smoking preference was no longer available. We were told that the room we were given was an "upgrade," but it did not meet that description. The room had multiple problems: the fridge was leaking, the room had an unpleasant odor, the beds were not king-sized, and the bathtub was clogged with hair, resulting in a sewer-like smell. For reference, here are the details of our transaction: Date of Transaction: July 29, 2024 Total Spent: $318.58 Room Reserved: Double King Bed, Non-Smoking Given the numerous issues we faced, I kindly request a review of the charges and appropriate compensation for the inconvenience and substandard conditions we experienced. Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 08/02/2024

  BBB Case #: 22080033
  Hotel Site #: 07677
  Customer Care Case #: 07905747
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********* ****** at the Baymont property in PANAMA CITY 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 August 5, 2024. As a company, we’re committed to delivering a great experience with every stay with us.
  
  If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs.
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

  Customer Answer

  Date: 08/02/2024

  
  Complaint: 22080033
  
  Thank you for your recent response. However, I must express my dissatisfaction as the outcome did not meet my expectations. Specifically, I did not receive the room I requested, and I was not made aware of the amount of the resort fee that I was charged.
  Given these issues, I kindly request a refund. Your attention to this matter would be greatly appreciated.

  Sincerely,
  
  ********* ******

  Business Response

  Date: 08/05/2024

  
  BBB Case #: 22080033
  Hotel Site #: 07677
  Customer Care Case #: 07905747

  I hope this finds you well.

  Please accept our apology if the level of service you received on this occasion fell short. We take all guest feedback incredibly seriously, hence why your complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.

  Baymont 8 by Wyndham located in Panama City Beach, FL. 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. If your desired resolution is that of a monetary one, you will have to work with that property directly to obtain that.

  As a one-time gesture of goodwill, we would like to offer you 15,000 Wyndham Reward points - enough for a free night stay at any of our tier 2 properties.  If you have yet to enroll in Wyndham Rewards, you can do so here:
  ***************************************************************************

  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

  
  Kind regards,
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts. Inc.
  
  

  Customer Answer

  Date: 08/07/2024

  
  Complaint: 22080033
  
  Hello Michelle,
  
  Thank you for your offer. However, I must respectfully decline. I would appreciate it if you could process a refund to address this issue. Thank you for your understanding.

  
  Best regards,
  
  ********* ******

• Initial Complaint

  Date:07/03/2024

  Type:Facilities 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 for 6/25/24-6/29/24 for my daughter and myself. I reserved the room through Expedia. The pictures online of the hotel are grossly misleading. Upon check-in I paid a resort fee of $24 per day a total of $96. The next day-6/26/24 while I was out my daughter was in the room and a man with a bicycle pounded on the door for 5 minutes looking for someone named Clarissa. My daughter had to call the front desk and they sent someone to tell the man to leave. My daughter was shaken up and we felt UNSAFE staying there. The door to the room had a gap in the side and felt unsecured when closed. Also the ceiling in the room was stained along with the sheets. The outside stairwells reeked of spoiled garbage. The pictures online are a total misrepresentation of what the hotel and the rooms look like presently. SAFETY was a definite factor in my choice to check out the afternoon of 6/26/24 and move to another hotel. Baymont would only approve a refund for my stay for 6/27/24 and 6/28/24. They also would not refund any of the $96 resort fee charged for the entire visit, even though we did not utilize any of the amenities and checked out early. I am thoroughly disgusted with the entire situation. I sent an email to the management of Baymont via the email address provided by the front desk, requesting a refund of the resort fee and have not received a reply as of yet. I also think we should not have been charged for the night of 6/26/24, since we did not stay that evening. Had I seen actual pictures of the outside of the hotel and the current state of the rooms, I would have never booked a stay there. The safety factor alone causes great concern. I would like a refund for the night of 6/26/24 and the resort fee for the entire stay of $96.00. I would never recommend this hotel to another person.

  Business Response

  Date: 07/03/2024

  BBB Case #: 21937578
  Hotel Site #: 07677
  Customer Care Case #: 07727764

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by Jennifer ******* at the Baymont by Wyndham property in Panama City 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 July 6th. 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 [email protected] and I will personally help address the guest's needs.
  

  Melissa
  Liaison, Customer Care
  Wyndham Hotels & Resorts. Inc.

• Initial Complaint

  Date:08/24/2023

  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.

  When we arrived there were bed bugs everywhere! I’ve contacted the hotel and booking.com and they’ve done nothing about it. That night we found a different condo and stayed in it. They have still yet to refund me my $552 and it’s been since April 4 of 2023. We didn’t stay at that hotel at all.

  Business Response

  Date: 08/24/2023

  Hello Contact,
  
  BBB Case #: 20514886
  Hotel Site #: 07677
  Customer Care Case #: 06358056

  
  Dear Contact:
  Thank you for notifying our office of the concern filed by Hailey Peyton at the Baymont by Wyndham property in Panama City 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 August 26, 2023. 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 [email protected] and I will personally help address the guest's needs.
  
  
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

• Initial Complaint

  Date:07/02/2022

  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.

  Date of stay: 06/25/2022 one night Confirmation #90382ED025104 Room #324 Amount paid: $300.33 Accommodations were terrible. The photos on-line are completely misleading. The stay was a complete disaster. Check in time was at 3 p.m. We checked in at 4 p.m. and then we were told that the room wasn't ready. About an hour later they said the room was ready but they had no towels to stock the room with. We went out to eat that afternoon and when we came back to the room there two towels and two wash clothes laying on the bed. Went to the front desk to get two extra towels and the clerk said she would send them up to our room. They never showed. Exterior of the property is in ill repair with peeling paint, rusty safety railing and none of the ice machines on any floor worked. The room was a complete disaster with frayed carpet. The furniture was terrible which needed to be replaced. Accessories such as lamps, luggage rack, etc. were rusty. The room had been repainted but was horribly done. The electrical outlet for the A/C was not mounted in the wall but laying on the floor with no receptacle cover. This is a deadly fire hazard. Dead bugs in the pictures. I have pictures of everything that I have mentioned so far. Tried to handle this with the desk clerk for a refund to my credit card and a cancellation but she became very rude and actually just walked away. I then went outside and called Wyndham Customer Care and talked to them. They then called the hotel but to no avail nothing was accomplished through them on this matter. Customer Care said I would have to see about getting a refund through the hotel. We tried to get a reservation at another hotel but everything in PCB was booked. We ended up staying the night but checked out at 4 a.m. the next morning. I went on-line and filed a complaint with Wyndham Customer Care reference #04796690.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/05) */ BBB Case #: 19062321 Hotel Site #: ?? Customer Care Case #: ??? Hello: Thank you for notifying our office of the concern filed by ***** *******. Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps. - Confirmation number - Exact address/name of the hotel: - Under what name was the reservation booked: - Date of arrival (exact date of stay): - Room number: If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs. Brenda Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: XXX-XXX-XXXX Consumer Response /* (3000, 7, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) As per your request. Confirmation #XXXXXEDXXXXXX, Hotel address: XXXXX Front Beach Road, Panama City Beach, Florida XXXXX. Reservations guest name: ***** *******. Date of stay: 06/25/2022, Saturday, 2 adults. Room #324. Business Response /* (4000, 9, 2022/07/06) */ BBB Case #: XXXXXXXX Hotel Site #: XXXXX ******** **** Case #: XXXXXXXX Dear Contact: Thank you for notifying our office of the concern filed by ***** ******** at the Baymont by Wyndham property in Panama City Beach, FL. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ******** **** has resolved the situation with the guest via a gesture of goodwill Wyndham Rewards points in the amount of 7,500 points. Please note our email address has changed. If you need any more information on this matter, please contact me directly at *********@wyndham.com. Melissa Liaison, ******** **** Wyndham Hotels & Resorts, Inc. Office: XXX-XXX-XXXX Consumer Response /* (4200, 11, 2022/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As far as I know nothing has been resolved. I never knew points had been added to my account. At this point in time, I'm not sure that those points will be used. As of this moment it has gone beyond being monetary its that no one seems concerned about the condition of the property. I will pursue other avenues through social media to show what the property looks like. Have a nice day.

• Initial Complaint

  Date:06/27/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date we stayed 06/22/22- 06/26/22 The hotel pictures online was very deceiving because when we got to the hotel it was not at all like it looked online. The room was very outdated and dirty. They had no towels we asked daily and we stayed 4 nights we got 1 clean towel the whole time and there was 3 people staying in the room they had no soap and they are listed in the amenities that we paid $25 per day for resort fees. Our room was not cleaned by housekeeping the whole time we was there and when I went to front desk to ask if housekeeping cleaned the clerk at the front desk said we had to request the room to be cleaned so I then requested that housekeeping clean our room and still our room was not cleaned nor did housekeeping offer to clean it. The phone didn't work and several of the outlets didn't work either. The staff was rude when we would ask for towels and rude when I asked for room to be cleaned.

  Business Response

  Date: 07/15/2022

  Business Response /* (1000, 5, 2022/06/27) */ BBB Case #: 19062246 Hotel Site #: 07677 Customer Care Case #: 04797199 Hello: Thank you for notifying our office of the concern filed by **** ******** at the Baymont by Wyndham property in Panama City 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 July 1, 2022. 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 [email protected] and I will personally help address the guest's needs. Brenda Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: 888-675-3379 Business Response /* (4000, 8, 2022/06/27) */ I spoke with the guest and we agreed on a one night room and tax refund instead of the entire stay as requested guest is aware that the amount refunded is $167.13 guest is ok with refund and apology given. Consumer Response /* (2000, 10, 2022/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The lady was nice when she called and apologized and assured they would take care of the issues and I agreed to accept the first night refund that was charged to my card

• Initial Complaint

  Date:06/05/2022

  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.

  Horrible stay. Couldn't check in until 930pm because rooms weren't ready I had to agree to take a lesser room or it would have been even later. There were no towels in our room and room wasn't very clean. I booked this stay for 1 night using whyndham reward points and when they asked me to take a lesser room in order to be able to get checked I'm they had to change my reservation n they made error which changed it to a 3 night stay then my CC was charged $150. I've tried several times to resolve this matter I only have received an email. Phone calls n emails not returned. I wouldn't recommend anyone to stay at this poorly managed facility. I would at minimum like my $150 returned to me and an apology for all the time involved in trying to get thus made right!

  Business Response

  Date: 07/15/2022

  Business Response /* (1000, 5, 2022/06/06) */ BBB Case #: 19062022 Hotel Site #: ?? Customer Care Case #: ??? Dear Contact: Thank you for notifying our office of the concern filed by J**********. Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps. - Confirmation number - Exact address/name of the hotel: - Under what name was the reservation booked: - Date of arrival (exact date of stay): - Room number: If for some reason this concern is not resolved, please contact me directly at [email protected] and I will personally help address the guest's needs. Melissa Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: 888-675-3379