ComplaintsforBaymont Inn

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/3/24-2/4/24 I come in and I check in to our room and everything was fine there. Then I tell her that the conference room was also supposed to be booked for us for ******** party. She shows me this piece of paper that says its $150 deposit for the pool room and 5$ a person who isnt staying in the room, and says Im not going to make you pay that, but for future reference I said okay thank you. The conference room was double booked, so my daughters party was supposed to start at 4 and I couldnt even get in until 4. Party is over, 4 people are I n the pool and I got the conference room cleaned up and went to go pay for it and she starts asking me how many people are in the pool and wanting me to pay for them all. She started to get disrespectful and tried to say I was lying and she did NOT say that. She called the manager and said that she had SIX people standing there screaming at her and she was going to call the police and I got on the phone with the manager and explained it all to him and told him to pull the camera and audio and listen to what employee told me. Suddenly, I didnt have to pay for everyone to swim, but by that time everyone was already out and left. The next day the manager tried to charge my card again and I called him and he told me he doesnt need me here and he doesnt need my business and threatened to make a police report and take me to court so I explained to him AGAIN what happened and told him to please email me the video/audio as well and he could see me in court. Suddenly, the understood that his employee went against hotel policy and had me send him an email of everything that happened and he would compare it with the video/audio. I was UNBELIEVABLY disrespected and so embarrassed that my daughters 5th birthday party was ruined, and nobody gave a care in the world!

  Business response

  02/11/2024

  Date: Feb-11,2024
  Please see the pool rules attached. It indicates $150 deposit before using the pool. Pool $5/Hr/adult/kid
  Front desk did favor and agreed to not to take cash deposit $150 and there is $5 per person per hour after 5 people, but guest did not signed the pool rules paper and returned to the front desk. Still front desk did favor and let the guest use the pool facility. After appx 1 hour or so, the front desk asked to the guest how many swimmers are from your group? Guest and her friends lied to the front desk that they never been informed by you (by front desk) for agreement and started screaming at the front desk and friend of guest asked to the front desk to talk with manager. So the front desk called me, I was not in town. I (Manager) talked to the guest when front desk called me for this issue.***** told me that your front desk never talked to me about the pool agreement and now she is telling me to pay for my fiends and I am not going to pay for that. I said, there is $150 deposit before using the pool and 5 people are included in the room reservation,so you dont need to pay for the first 5 people but after 5 people there is a fees of $5/hour/person/kid. I asked the guest,how many peoples are in your group they are going to use the pool? She replied to me that me, my husband, my 2 kids and one 1year old kid. I asked to the guest that you said that you dont want to pay for your friends to use the pool, then why you lied to me that only my family is going to use the pool? I said that you have to pay after 5 people otherwise after 5 people,additional people are not allowed to use the pool and its very clear.Then I told to guest to can you please hand over phone to the front desk and I told to front desk that she did not signed the pool rules paper and she dont want to pay for after 5 people, so additional people are not allowed to use the pool,so make sure dont let them enter in the pool as it is a liability. Now conversation was over.
  The next day I started to verify on the security surveillance system, I noticed there were 9 people in the pool after she check in. So I tried to charge on guest credit card for additional 4 people for 1.5 hour. But it declined. I received a call from the guest asking that did you tried to charge on my card? I said yes for 4 additional people for 1.5 hrs,total is $40. Guest said your front desk never explained me for pool agreement.I said front desk gave you the pool rules paper. ***** told me that she is not going to pay for additional people, listen the audio when I was checking-in and give me the video proof. I said I will verify everything, during and after check-in video and if I find if you dont pay for additional people, then I will report to police .I will hand over videos to the police and court and we dont want business from you in the future. Still am not done with verifying.
  After verifying with security surveillance system, guest checked-in at 3:38pm but at 3:45pm the front desk gave pool rules paper but guest did not signed and returned to the front desk. Please see the video 1
  Conference room given to the guest at 3:58pm as booked from 4:00pm Please see video 2, guest never booked pool for pool party, booked only conference room on the phone. Why guest bring their friends to use the pool? ***** did never booked the pool, but wants to use the pool for free and that is guest raise the issue with the front desk.That is why guest did not signed the pool rules paper.
  Guest throwed monry at the check-in desk. Please see video 3
  I have to verify that that if other guests also were in the pool with this guests or not at the same time? So it takes more time to verify everything.
  Finally I can see that after talking with the guest on the phone, guests friend left hotel without using pool facility. Hotel is not charging for that as they did not used pool.
  Guest did not book pool for pool party, never signed the pool rules paper and blaming to hotel as below:
  I was UNBELIEVABLY disrespected and so embarrassed that my daughters 5th birthday party was ruined.
  Hotel tried to charge $40 for additional swimmers but was declined, after verifying in detail, finally hotel did not charged again to the guest for additional swimmers.
  Guest left the hotel on next day Feb-4,2024 Please see video 4
  Guest checked in at 3:38pm on Feb-3,2024, used conference room, stayed whole night, checked out on Feb-4, hotel is not agree to pay any kind of refund.
  Video upload failed ,tried to zip but not uploading. Website does not shows uploaded 2 pics and 1 pool rules.

  Customer response

  02/12/2024

  Complaint: 21266453
  
  I am rejecting this response because:
  If you watched and listened to the video and audio, you will hear where the front desk lady says that she was not going to charge me and told me that I did not have to sign the paper. 
  Also, as soon as I asked about the conference room, your desk lady told me that I and another person both had it booked. 
  you can also see that neither me or my husband was in the pool, but my daughter, my sister, my 1 year old nephew and my daughters friend were in the pool. There were not 9 people from my party in the pool. 
  
  you agreed that the front desk lady was going against hotel policy whenever we spoke on the phone.
  

  I truly do not care about getting a refund as I DID use the conference room, and stayed the full night in the hotel. 

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

  Customer response

  02/12/2024

  Can I delete this complaint? 
  I no longer care about the situation and have moved on, and know now not to do business with this company. 
  I do not want to deal with the threats and harassment from the manager. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/1//2023 my husband and I took a room after driving all day. This room was disgustingly dirty and in disrepair. (Please see complete details in attached PDF.) We did try to contact the manager before filing this complaint but his reply was unsatisfactory.

  Business response

  06/06/2023

  We have issued 10% refund on 6/5/2023. If guest could let the front desk know after you check-in if you were not satisfied with the room, we could issue a full refund or switch the room.

  Customer response

  06/08/2023

  Complaint: ********
  
  I am rejecting this response because: 

  A 10% refund and lack of apology for the conditions of this filthy hotel is grossly insufficient.
  
  
  
  Sincerely,
  ***** ******

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/12/2022 I paid $209 for two nights 12th-14th Me and my girlfriend had arrived on the 12th around 10 o'clock it was a little after 10, we got up to our room did what we had to do and then went to bed I woke up the next morning so I could go to work I was gone before 630 and probably about 10-15 minutes later she messages me Showing me that there was a bed bug in our bed. She had a few bites on her arms and her legs well she went downstairs to show them the pictures that she took since she wasn't able to catch it they they said that they would get the pictures over their manager and he would do something about it, well it is now Wednesday the 18th and I have not heard a single thing from them and I told them that they need to call me so they can get this resolved or I'm coming to the Better Business Bureau and falling a complaint. So she had her mom come and get her and that same day she started getting sick, she started having stomach pains really bad stomach pains and and she started having diarrhea, All I want is a refund of the 209 that I paid since they refuse to do anything about it.

  Business response

  06/01/2022

  Dear Dispute Resolution Team.
  Please accept my deepest apology as I am responding late.
  Requesting to take a look at the attached copy.
  
  
  --
  Thank you very much,
  Guest Services;
  ***** *****

  Please see attached document for full response

  The guest never sent pictures as requested by the front desk. The guest made several claims which were never proven and never provided the proof when asked. He claims to have called and spoke with the front desk manager at 8:30 AM, but the hotel manager was not on duty at that time. The hotel does not agree to issue a refund. 

*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. ↩