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:04/06/2024

  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 room on priceline went to hotel not the greatest but I understand you get what you pay for. My husband left 20 minutes after arriving to go meet his friends for a reunion. I am sitting on the bed watching ******* when I see 5 round bugs on pillow capture one then the lady next door says oh yea you probably have bed bugs. Totally freaked went around room found dead bed bug shells, blood on mattress and a used condom under the other bed. My husband left party of 30 year reunion saw the bug carcasses and condom went over to front desk (*****) she said call price line and she will approve the refund. Checked out called Priceline they told us she totally said no bugs were found. Total lie Check all Tripadvisior Reviews and Yelp. Got notice today that we didn't check out till 5 am this morning ?? Totally booked another hotel 10 minutes after leaving this place. What is going on in this place. I maybe cheap but I am not a liar this place needs to be addressed by either code enforcement or the health department.

  Business Response

  Date: 04/08/2024

  
  BBB Case #: 21540077
  Hotel Site #: 07887
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by **********************;at the Howard Johnson 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 10, 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, ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:03/31/2024

  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 stayed at Howard Johnson by Wyndham downtown ****. The morning staff was very rude, I have never had someone be that rude. First I went down to get the complimentary breakfast and was told the breakfast was over at 9a.m.it was 9:20. But my husband had gone down just before I had at 9:10a.m. and there was still food out, and wasn't told the breakfast was over or not about to get anything to eat. And the women working was very very rude to me. Then as I went to checking out I was waiting my turn in line and the same women looked over at me and said rudely checking out, you can just put the keys in there and pointed to a basket. I was told that my deposit would be "dropped" after they checked the room. The next day after the money had not been dropped still I tried to call the hotel I was hung up on sheet stating what room I was in. And no one would answer till the next day. And I was told they kept my deposit because my service dog peed all over the bed, I then told her that was tea that I had spilt that night, she then did well your dog peed all over the room. He is a service dog, he has never urinated anywhere I have ever stayed, and I want my $100 deposit back!

  Business Response

  Date: 04/01/2024

  BBB Case #: 21510894
  Hotel Site #: 15392
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by *********************************** at the Howard Johnson by Wyndham 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 4th. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed.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 ************************************* & Resorts. Inc.

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  When we checked in at 4pm and got to our room (117), there were no towels and no washcloths at all. Then, when my daughter pulled back her cover on her bed, there were black debris and crumbs all on her fitted sheet! I checked my bed and pulled my cover back and I found black long hair and crumbs as well in my bed!! Our beds in both rooms did not even have any bed skirts on them, we could see the nasty box frame the mattress was sitting on!! The bathroom had what appeared to be mold in shower corners and in the corners of the tile floor was packed dirt and just filth like the floor and corners were never thoroughly cleaned but just swept out occasionally. My grandmother's room next door to mine (116) had no coffee packs, spoon/sugar packs, or no disposable cups as mine did, so I just gave all mine to her, since I don't drink coffee like she does. The pool was very cloudy and cold. It was not a very good experience and we have stayed here before two years ago and two years ago it was not like this at all. The rooms were not clean at all and very poorly upkept. We had to walk to the front office to get garbage bag, towels, and anything else we needed because we never seen a house maid the entire time we were there (4 days). I will not be recommending this place to anyone. Also, we had no internet Wi-Fi the entire stay because I was never given the password and I tried calling multiple times each afternoon to the front desk to ask for it and no one would ever answer. My grandmother's room (116) she said her heat would not get hot and was cold every night.

  Business Response

  Date: 03/28/2024

  
  BBB Case #: 21494330
  Hotel Site #: 55508
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************************* at the *************** 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 March 30, 2024.  As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  *******
  Liaison, ********************************************** & ******** ****

  Customer Answer

  Date: 03/28/2024

  
  Complaint: 21494330
  
  I am rejecting this response because:
  

  This is the wrong hotel. It was in ************, **. 

   

  Completed
  The booking has been completed
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  Howard Johnson by Wyndham ************
  
  
  
  Check-in
  Sun, Mar 17, 2024
  16:00 - 23:00
  
  Check-out
  Wed, Mar 20, 2024
  until 11:00
  
  
  Booking Details
  4 adults - 3 nights, 2 rooms
  
  Address
  ***********************************************************************************************************
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 04/03/2024

  
  BBB Case #: 21494330
  Hotel Site #: 09971
  Customer Care Case #: ********
  
  Dear Contact:
   
  Thank you for notifying our office of the concern filed by ********************************* at the Howard Johnson 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 7, 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, ********************************************** & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 04/08/2024

  
  Complaint: 21494330
  
  I am rejecting this response because:
  

  No one has contacted me about anything or a resolution to this issue. 
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 04/09/2024

  BBB Case #: 21494330
  Hotel Site #: 09971
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************************* at the Howard Johnson property in ************, **. 

  We sincerely apologize that your expectations of Howard Johnson by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
  The Howard Johnson by Wyndham chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that Howard Johnson by Wyndham is solely the licensor of the Howard Johnson by Wyndham trademarks and service marks to independently owned and operated Howard Johnson by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility. 
  
  As a gesture of goodwill, we would like to offer you 15,000 Wyndham Reward points (***** per room) -- enough for one free night or five highly discounted nights at any Wyndham ************* worldwide. 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, ********************************************** & Resorts, Inc.

  Customer Answer

  Date: 04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  KRISTEN 
  MEMBER #*********J
  MEMBER SINCE: 04/09/2024
  BLUE Member #*********J
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:12/17/2023

  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 young East Indian was impatient and rude when I committed that the bell to click for attention doesn’t work. She wouldn’t back down issuing it’s my problem she can hear the slightest click. I simply said but it is not functioning She made me feel like I’m a big interruption

  Business Response

  Date: 12/17/2023

  
  ******** Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ****** at the Howard Johnson property in Kamloops, BC.
  
  To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before December 20, 2023. As a company, we’re committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

• Initial Complaint

  Date:11/05/2023

  Type:Customer Service 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 was disappointed in lack of customer service and ***************** Liked The indoor pool was refreshing. The room would have been nice if it was stocked and clean. However, it was not.Disliked All guest are required to check in at 4:00 pm. Which means that you spend over 1 hour to check in. 8 people waiting to be checked in. Other people as well as myself were asking why like other motels you couldnt check in and get the actual key after 4:00 pm. During our 3 day stay we didnt have our room cleaned or replenished of towels etc. Lady at front desk told us that we had to request the maid. However no way for us to know this wasnt mentioned at check-in or no signage to tell us guest. We cant read minds. When we arrived no towels in the room. Room sheets had stain on the bottom but were fresh laundered. Breakfast was not as indicated on website. For a diabetic a nightmare. They offered sugary cereal, waffles with syrup, white bread with margarine or regular grape jelly. No fresh fruit as indicated in photo on website. Only coffee or apple juice. Selection very slim.

  Business Response

  Date: 11/06/2023

  ************,
  
  BBB Case #: 20828711
  Hotel Site #: ??
  Customer Care Case #: ???
  
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ***************. 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:
  Thank you,
  
  *******
  
  Liaison, ****************************************************** & *************

• Initial Complaint

  Date:09/22/2023

  Type:Product 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 7/13/-7/16/23 I stayed at Howard Johnson at Wyndham, ******************. My reservation nmber ******************** Pin #******.. When we got there the bathroom sink was inoperable. The management oftered us, instead of moving, $188.14 refund. We agreed and it was to be puy back on my MC6220 which was used to guarantee our reservation. When we called after two weeks of not receiving the refund they said we would only get $75.00 We agreed but never got the refund either. After 47 calls to the hotel and 6 e mails to the owner *********************** and the manager ***** with no response or phone call back we still continued to call. We were told we had to call booking.com and booking.com said the hotel owes us the money and to call them again. I have been lied to, hung up on and told that know one knows where the money went. Neither of these people can help or want to help me. I am not at home now I am back at college. You can reach me at ************ or ********************* I have so much time invested in this and I was raised with integrity and I am sorry to say these companies do not have any for a $75.00 promise.

  Business Response

  Date: 09/25/2023

  ************,
  
  BBB Case #: 20644579
  Hotel Site #: 49354
  Customer Care Case #: ********

  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ********************* at the Howard Johnson by Wyndham property in **************, **.
  
  The property has issued a $75 refund on September 5th back to the third-party booking company card.  We sent this to our Research Team who can go in behind the property billing system and have confirmed the $75 was refunded. 
  
  Please contact the third party to receive that $75 refund.
  
  Kind regards,
  
  
  
  *******
  
  Liaison, Customer Care

  Customer Answer

  Date: 09/25/2023

  
  Complaint: 20644579
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/25/2023

  Type:Product 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.

  Sheets were clearly stained and not washed. Hotel claimed continental breakfast but did not provide such.

  Business Response

  Date: 07/25/2023

  Hello Contact,
  
  BBB Case #: 20371060
  Hotel Site #: 46343
  Customer Care Case #: ********
  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by *********************** at the Howard Johnson by Wyndham 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 July 28, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  
  
  *******
  Liaison, ****************************************************** & Resorts, Inc.

• Initial Complaint

  Date:10/22/2022

  Type:Product 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 October 21, ********************* the Howard Johnson hotels by Wyndham on ***************** in ******* *************. I am currently getting a divorce and my soon to be ex wife came knocking on my door. I did not answer the door. No altercation, no yelling, nothing. I was asked to leave the hotel which I did with no further incident. On October 22, 2022 I was charged an additional $74 for no reason. I called and asked about this charge all I was told is they had to charge me again even though my time was prepaid online. I was trying to explain I wasn't asking for a refund for getting evicted but the subsequent charge for no reason. I was then hung up on. This is truly an unacceptable way to treat a customer. Especially one who was calm and did what was asked of him at all times.

  Business Response

  Date: 10/24/2022

  
  BBB Case #: ********
  Hotel Site #: 07647
  Customer Care Case #: ********
  
  
  Thank you for notifying our office of the concern filed by ***********************;at the Howard Johnson 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 Oct 27, 2022. As a company, were committed to delivering a great experience with every stay with us.
  Please note that our email address has changed. 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, ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:07/29/2022

  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.

  I booked a room by phone from Priceline and Howard Johnson by Wyndham in ***********. They took my money but said I cant have a pet there! I told them I had a pet and needed a room for a few days maybe a week. When I got there, they virtually threw me out in the rain. Im a senior citizen with a disability. I had to make arrangements in the lobby. They were very rude and not even extend me one nights stay.

  Business Response

  Date: 08/01/2022

  BBB Case #: 17644697
  Hotel Site #: ??
  Customer Care Case #: ???
  
  
  Hello:
  Thank you for notifying our office of the concern filed by *****************************. 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 ************************************ and I will personally help address the guest's needs.
  ******
  Liaison, ****************************************************** & Resorts, Inc.
  Office: ************