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:02/08/2025

  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.

  The hotel was reserved for Feb4-6 2025. I booked through ***********. When I arrived I checked in and there were roaches in my room. I asked the employee in front for a room change due to this. He told me that he did not have the authority to switch rooms, but it didnt matter roaches were in EVERY building. He handed me homemade ***** spray and said Id have to talk to the owners in the morning. I talked to an employee at the 10am hour. I had to search the property and asked him if he worked there because the front desk door was locked. He said yes I informed him of the roaches, spider webs, dirty towels, etc that was in my room. That employee also stated that he was aware, and that the roaches are everywhere. He agreed to refund me but told me to come back in ***** minutes because he was busy and locked the office. I came back he was no where to be found. When I checked back for the second time he said hed call the manager and he was on his way. The manager did not come I waited over a hour but another employee did. The employee that just arrived did not listen when I explained the situation. He began yelling at me and telling me that the manager isnt going to waste his time coming when I wont be refunded, even after I told him the other employee said he was going to refund me. He continued by saying Im still being charger for the next time regardless. He shut the office door on me and locked it.

  Business Response

  Date: 02/10/2025

  
  
  BBB Case #: 22917276
  Hotel Site #: 44651
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ******* ****** at the Travelodge property in College Park, GA.

   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 February 13, 2025. As a company, were 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 ************************************ and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  ********************** **************************
  Office: ************

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22917276
  
  I am rejecting this response because: I didnt receive a call and I want a refund.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/14/2025

  
  BBB Case #: 22917276
  Hotel Site #: 44651
  Customer Care Case #: ********

  Dear *******,

  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.

  Travelodge by Wyndham located in College Park, ***, is independently owned and operated under a franchise.This means that the propertys 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 and third-party booking company where you made and paid your reservation directly to obtain that.

  As a gesture of goodwill, we would like to offer you ***** Wyndham Reward points - enough for one complimentary night stay at any of our tier 1 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.

  Again, we thank you for bringing this issue to our attention. 

  
  Kind regards,
  *******
  Liaison,Customer ************************************* & *************

   

   

  I

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising 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.

  On Sunday August 25th I had checked into Travelodge by Wyndham college Park and check out was Monday August 26th I was on a business trip and after traveling all day I had arrived at the Travelodge. I paid for the room then I brought all my belongings up to the room started unpacking and then within 30 minutes I noticed numerous cockroaches to the point they were crawling on me. I then walk down to the receptionist and I stood waiting for someone to appear but after 10 or ***************************************************************** my car and I carried on with my dinner reservations. After getting back to the hotel after my reservations I went back down to the receptionist and again no one was there so I said forget it. I proceeded to contact Wyndham where I had made my reservation I filed a complaint due to the fact of the TV not working cockroaches were so severe that they were crawling on me they got all up in my luggage and I brought them home I then had to pay for an exterminator to come and exterminate my house. I ended up having to sleep in my car because the roaches were so bad all I'm asking for is that I please get a refund due to the fact that I did not receive the services I paid for. When I spoke to Wyndham they told me to contact the hotel directly I contacted the hotel directly once I got home I spoke to the manager he stated to me that he would have to contact the manager and then I proceeded to ask him well I thought you just said to me that you were the manager long story short is he was trying to give me the runaround in regards to a refund so now I'm asking for you guys to please step in and help me receive my refund for the service that I did not receive this was a health department issue, and the hotel room was very unsanitary.

  Business Response

  Date: 09/13/2024

  
  BBB Case #: 22276591
  Hotel Site #: 44651
  ************* Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by *************************** at the Travelodge property in College Park, *** 
  
  Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers 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 propertys management is responsible for meeting brand standards and for day-to-day operations.
  
  After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. ************* had offered, and guest accepted, ***** Wyndham Reward Points, please work with the property if looking for further compensation. 
  
   Once again, we apologize for any inconvenience this may have caused.
  
  If your offices require more information on this matter, please contact me directly at ************************************.
  
  
  *******
  Liaison, *************
  ********************** Hotels & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:06/17/2022

  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 booked a room with Travelodge fin College Park, ** for a 1 night stay checking in on 06/11/22 and check out on 06/12/22. My confirmation # is *********. I booked a room close to the ******* Airport for an early flight. I arrived to the hotel and checked in. The person behind the desk ignored us standing there for a while and had the worst attitude. She gave me my key and said ******** facing the hwy. I thanked her. We go to our room and from the moment you open the door, the smell coming from that room was absolutely sickening. The room was infested with roaches and smelled of cigarettes and urine. The pictures on the website and the way the room looked were completely different. False advertising for sure. I couldn't stay in that room with my children so I handed back my key and again with an attitude the girl behind the counter had no care in the world. I am a single mother and couldn't afford another hotel room especially at 9:30 at night trying to locate an available room was almost impossible. I cannot seem to get anyone from Travelodge to contact me to resolve this issue. The board of health needs to assess that hotel. I booked a room within a reasonable distance from the airport so I am not familiar with the area. I wouldn't want to let a pet stay in the room that is how bad it was. I left my cup on the desk and I couldn't even go back in the room to take any photos. The roaches were crawling on the wall and all over the room.

  Business Response

  Date: 07/05/2022

  Hello,

   

  We would like to apologize for any inconvenience to the guest. The guest was reimbursed for her full stay.