ComplaintsforWyndham Hotel Group

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Re Days Inn - ******************************************************. I must tell to you that I had one of the worst/dangerous hotel experiences. This Days Inn is a health hazard supported by attached pics. When you walk in to the reception, there are multiple signs no pets but the Front Desk Managers 40 lb dog is spread out lying on the reception area couch ! I am a senior with a medical situation so i asked for the first floor near the side exit door so dont have to carry luggage far. When you use the side door ( everyone was using it ) the staff man tells me is only for emergency exit ( no signs just regular door ) and they will charge us if we use that door. Then we get to the room and attached see photos, bed had large stains on the sheets, vomit stains on side of bed, pubic hairs in bed and bathroom, shower curtain all molded, sink completely cracked. Since was late at night and couldnt drive anymore i was forced to stay in that room, trying to sleep sitting up in a chair. Got no sleep. Went to check out couple hours later , front desk man , wouldnt check me out. Gave me all sorts of ridiculous excuses. The staff man that caused all this trouble was bald with a diamond earing. In the era of Covid, this hotel is completely unsanitized and completely filthy with unclean rooms. This Days Inn is a detriment to your Wyndham name. And in my opinion this hotel is definitely a health hazard and would not meet health standards by any city, state or federal guidelines. Therefore I am requesting compensation/refund accordingly. I hope you will take the necessary actions.

  Business response

  08/16/2024

  
  BBB Case #: 22147075
  Hotel Site #: 27393
  Customer Care Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ************************* at the Days Inn 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, if you are looking for further compensation.  The property has issued a refund for the second night.  
  
   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, Customer Care
  ********************************************* & Resorts, Inc.
  Office: ************

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Actually it wasn't and I had to contact upper management to resolve but after contacting upper management, the case was resolved.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Thursday June 22, 2023 my family and I checked I into the Days Inn by Wyndham Sturbridge. We got to our room and started to Lysol the room as we always do when traveling. As my wife pulled down the bed she found stained sheets and pubic hairs all over the pillows and sheets. Also the bathroom and shower were visibly dirty, and the small refrigerator had caked on food or mold. We returned to the front desk with pictures and our complaints and were issued a different room. Upon entering the new room it smelled musky, the bathroom was again visibly dirty, the shower head was caked with soap scum and did not work properly, the beds looked like they were already slept in/on, and the comforter were discolored. At that point we had driven 8 plus hours and were extremely tired. We decided that we would make the best of it due to it being 10:30pm-11:00pm. On Friday morning we woke up and went searching for a new hotel. After finding another place we returned to the Days Inn and collected our belongings and returned to the front desk stating we wanted to check out due to the conditions of the rooms. We were told that the Days Inn would refund the full stay to the card on file. We agreed and proceeded on our way to the new hotel. The next morning (Saturday) I was checking my bank account and realized that I was charged $290.31 on 6/22/23 for the full stay ,and then another $100.52 on 6/23/23. When I contacted the Days Inn in reference to the charges the manager (who refused to give a name) said there was nothing she could do until the General Manager gets back from his vacation in India at the end of July beginning of August. On June 29, 2023 I received a email from a Kim S****( (Front Desk Manager) stating she was reviewing the situation and would like to know what she could do for me. I responded that all I wanted was a refund for the total amount $390.91 that I was charged. As of today 7/16/2023 I have not heard anything back after repeated calls to the facility and emails to Kim S****.

  Business response

  07/17/2023

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

  Dear Contact:

  Thank you for notifying our office of the concern filed by *************************** at the Days Inn by Wyndham property in Sturbridge, MA. 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, the General Manager of the property sent an email to the guest on June 29th offering apologies and inquired how they could resolve any pending issues. 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 address has changed. If your offices require more information on this matter, please contact me directly at ************************************

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

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have tried to contact the facility directly to talk to the General Manager and the Kim S**** that sent the email asking what she could do for me to make things better. I have been told that the General Manager is out on vacation until early to mid August and that the Kim S**** is not working and they can not give out her work schedule. All I have been getting is the run around instead of just rectifing the issue. 
  Sincerely,
  
  ***************************

  Business response

  07/17/2023

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

  Dear Contact:

  To aid me in resolving this matter, please reply with a copy of your official credit card statement showing the charges you incurred. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************. Also, please provide a copy of your reservation confirmation to support your stay at an alternate hotel.

  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.

  Thank you,

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

  Customer response

  07/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I have attached documents to provide more information proving my stay and charges at the Days Inn by Wyndham Sturbridge and the subsequent stay at La Quinta by Wyndham Auburn. I also faced information over the the fax number provided in a previous BBB message. 
  Sincerely,
  
  ***************************

  Business response

  07/18/2023

  Thank you for reaching out.
  
  The cancellation policy for reservation at the Days Inn by Wyndham property, located in Sturbridge, MA is cancel 24 hours prior to 4pm day of arrival to avoid 1 night charge plus tax. Cancellation after 4:00 pm., June 21st will be charged 1 nights room plus tax. This would mean, the guest would be subject to 1 night charge plus tax which would be $89.35 per the cancellation policy.
  
  As guest stayed at La Quinta, minus the first night at the Days Inn, we would like to offer the guest a check in the amount of $201.04. Please know this is a one-time gesture of goodwill from Days Inn by Wyndham, customer care.
  
  Please have the guest verify their mailing address and their full name in their reply, and we will process the check refund.
  
  Please know that we truly appreciate your feedback and opportunity to assist with the guest's concerns.
  
  Kind Regards,
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.

  Customer response

  07/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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

  ********, **. *****

   

*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. ↩