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Business Profile

Hotels

Howard Johnson by Wyndham Helena

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/17/2024

    Type:Product Issues
    Status:
    Unresolved
    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 made a reservation at the "howard johnson by wyndham helena" for Sat and Sun 9/28-29/2024 through the WYNDHAM website. after check-in i went to the room and found the facility to be unacceptable. My two complaints were the location of the room and condition of the hotel. The location was on the second floor a long walk from a door. i also saw no 'pet area'. i was charged a pet fee. The problem with the condition of the room was a very bad smell in the room. when a turned the air conditioner on the smell became worse. i immediately returned to the front desk and asked for a refund. the clerk refused. i also have contacted the 'manager' through a email provided by the front desk clerk, but have never seen a reply. i have also contacted WYNDHAM but they told me i would have to contact the Hotel. The "reservation policies" for cancelation are before 6 PM on day of arrival to avoid a 1 night charge. my bank "Navy **********" is currently investigating the Fraudulent charge made to my Credit Card by someone at Howard Johnson.

    Business Response

    Date: 12/27/2024

    Dear Guest,  

    Thank you for bringing your concerns to our attention. We sincerely apologize for your experience during your stay. Regarding your reservation, it was subject to a cancellation deadline of 6:00 PM on the day of arrival as stated in the booking terms. As the reservation was not canceled before this time, the charge was applied accordingly.  

    We regret any discomfort caused by the room condition and apologize for any oversight in addressing your concerns. If you didnt receive a timely response to your email, we deeply apologize and kindly request you contact us directly at ******************* so we can investigate further.  

    Your feedback is important, and well take steps to improve based on your insights.  

    Sincerely,  
    **** ****
    General Manager  
    Howard Johnson by Wyndham Helena  

    Customer Answer

    Date: 01/06/2025

     
    Complaint: 22567998

    I am rejecting this response because:

    the time i asked for a refund was 3:42 0n 9/28/24 as documented by the 'front desk clerk' (MJ) on the back of the hotels 'check in document' MJ provided. 

    Can the hotel provide the original check in doc?  the answer is NO because MJ gave it to me.  this is also documented by the fact that the hotel attempted to fraudulently 'double charge' my Credit card for this.  this was reviewed and investigated by my credit union and found to be a Fraudulent charge.  also attached is a copy of my banks notification to me that they have found my claim to be the truth.

    Thank you for your organizations help with this matter.



    Sincerely,

    ****** *****

  • Initial Complaint

    Date:07/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Checked into hotel using Travelocity reservation under the following criteria: It must have laundry and WiFi. I arrive and the WiFi doesnt work. they ask me to change rooms for better WiFi and after switching and the internet still not working. I requested a refund ans they told me no. I explained that I needed the Internet for work purposes and it was the reason i booked the Hotel. The manager still refused to give a refund.

    Business Response

    Date: 07/19/2024

    Dear Guest, 

    I hope this message finds you well. 

    Thank you for bringing your concerns to our attention regarding your recent stay at Howard Johnson Helena. We understand the importance of a seamless experience during your visit, including reliable Wi-Fi connectivity, and we sincerely regret any inconvenience caused.

    Upon receiving your feedback, we promptly investigated the issues you encountered. Our records indicate that our team diligently attempted to address the Wi-Fi concerns by offering room changes and troubleshooting sessions. It appears, however, that the connectivity issue stemmed from the configuration of your smartphone rather than our network infrastructure. 

    Please note that during your stay, other guests did not report any similar issues with the Wi-Fi, further suggesting that the problem was isolated to your device.

    Given these circumstances, we regret to inform you that we are unable to process a refund for the disputed amount. We remain committed to providing a comfortable and enjoyable experience for all our guests, and we hope that this isolated incident does not deter you from considering us in the future.

    Once again, we appreciate your feedback and the opportunity to address your concerns. Should you have any further questions or require additional assistance, please do not hesitate to contact us directly.

    Warm regards,

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

    General Manager

    Howard Johnson

  • Initial Complaint

    Date:06/21/2024

    Type:Billing Issues
    Status:
    Answered
    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 stayed in November of 23 using Wyndham points. I used my card for incidentals, but didn't have any incidentals. They charged my card 100 in December, I called and they reversed it. Now again On June 13th they charged my card 100 dollars again. I went in to ask that my card be removed and the charge refunded. As I have not stayed there since last November. They refused to refund my money. I had to dispute the charge and cancel my card with the credit union.

    Business Response

    Date: 07/29/2024

    Hello, 

     

    We have already refunded the customer on 8th of July 2024. Please feel free to reach us if you have any additional questions or concerns. 

     

    Thank you

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

    Howard Johnson Helena

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

Howard Johnson by Wyndham Helena is NOT a BBB Accredited Business.

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