ComplaintsforBaymont Inn & Suites

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/5/24 I was in *****, ** and made an online reservation at the Baymont Hotel. When I arrived at the hotel, I was informed that for ******* residents only, they required a $50 cash deposit in addition to the room charge that was already charged to my credit card. Having never heard of such a thing at any additional hotel that I have ever stayed, and having not been informed of the additional deposit when making the reservation I refused to pay the deposit and was told I could not stay at the hotel without paying the deposit. I told them to cancel my reservation and refund my money, and got a room at another hotel in *****. When I stopped by the hotel on my way out of town the following day to inquire about my refund I was told they would not refund my money. As I explained to the manager, If I had been told of the cash deposit requirement when making the reservation, I never would have made it to start with, and should be refunded my money. I have stayed in hotels in ******* and most states in the ****, and have never been required to pay a cash deposit in addition to the normal room charges, and I am still unclear as to why a hotel in ******* would require additional cash deposits for residents of *******.

  Business response

  04/09/2024

  
  BBB Case #: 21550292
  Hotel Site #: 18330
  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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 12, 2024. 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
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer response

  04/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21550292

  I am rejecting this response because: i have not received any communication from the hotel, so please do not close this case.

  Regards,

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

  Business response

  04/15/2024

  BBB Case #: 21550292
  Hotel Site #: 18330
  Customer Care Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************* at the Baymont property in *****, **. 
  
  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, third party booking company and the guest if you are looking for a refund.   Once again, we apologize for any inconvenience this may have caused.

  As a gesture of goodwill, we would like to offer you ***** Wyndham Reward points -- enough for one free night or two highly discounted nights 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. 

  
  
  Thank you, 
  
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.

  Customer response

  04/16/2024

  assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolve

   Complaint: 21550292

  I am rejecting this response because: This response is not helpful at all.  I tried to resolve it with the property management, on the date of the issue with no success.  I have no interest in becoming a Wyndham club member since apparently their hotels are independently owned and can provide horrible customer service, can take reservations, charge customer credit cards, and then advise that they require additional cash deposits that are completely ridiculous and bias (******* Residents only) and upon refusal to pay the cash deposit advise you can not have the room and refuse to refund the money charged.  I will pursue addition avenues of  filing complaints and insure that consumers are aware of the lack of customer service provided by ********************************************** Corporate as well as the independently owned hotels

  Regards,

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

  Business response

  04/17/2024

  
  
  
  BBB Case #: 21550292
  Hotel Site #: 18330
  Customer Care Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************* at the Baymont property in *****, **. 
  
  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. Once again, we apologize for any inconvenience this may have caused.
  
  
  Thank you, 
  
  
  *******
  Liaison, Customer Care
  ********************************************** & ******** ****

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a 74 year old woman traveling from NJ to GA with my 14 year old grandson. We book a room at 10:11 pm on priceline. We got to.the hotel to check in .we went to our room and as soon as we opened the door,the room was infested with cockroaches. I went back down to the front desk and explained that the room was infested. The man at the desk said he would give me another room. With the amount of bugs that scattered when we walked in I did not want to stay at this hotel and asked for a refund so I would be able to get a room to goto sleep. He told me that he was not giving me a refund. I told him that I was concerned with health issues with that many bugs. He proceeded to tell me he was going to have me run off the property and banned and if I had a problem to contact priceline. At 10:22 I called priceline. I spent an hour and 40 minutes on the phone with priceline who told me the only way they can give a refund is if the hotel approves it and he said no so there was nothing they can do. I don't understand how it is okay for them to keep this money. Their policy online is that if i didn't show up there is no refund which I understand but I didn't show up and I am concerned with my health and the fact that these bugs will be climbing into my bags and I will take them home with me. I hope both the man at the hotel and the rep from priceline slept while after keeping 65.00 from a 74 year old woman with health issues slept in a car because of this hotel.

  Business response

  05/31/2022

  *** **** ** ******** ***** **** ** ** ******** **** **** ** ***
  
  
  Hello:
  Thank you for notifying our office of the concern filed by Carol Cox. 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.
  ****** ******** ******** **** ******* ****** * ******** **** ******* ************

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