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:03/27/2025

  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.

  Booked a stay at the Wyndham Grand Cancun in Mexico for May 31-June 3rd. I saw the price was almost half on Expedia so called Wyndham direct to book because I have diamond status with them. I called March 26th at 4:04 pm Central time. The agent assured me multiple times on the phone, even after asking multiple times in multiple different ways, that Wyndham would match the price all I had to do was put down a deposit and someone would send me instructions to get the price matched. I never received anything and found a form online today. Sent the form over and the response was they will not honor the price match because the resort is in Mexico. I informed them of my phone call and asked them to pull the tapes and listen. The responded and informed me that didn’t matter they weren’t matching the price. I feel this was a deliberate bait and switch. I now have flights to Mexico and no room to stay in because I’m not paying almost double what I was told I’d be paying.

  Business Response

  Date: 03/28/2025

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

  Dear Contact:
  

  Thank you for notifying our office of the concerns filed by ***** ******* 

  We regret that the guest had to contact you and our office regarding their concerns. We have carefully reviewed the details of the call with our reservation agent and can confirm that the guest was not provided with inaccurate information. The reservation agent did inform the guest of the Best Rate Guarantee form and per the terms and conditions, the agent advised the guest that the form will need to be completed after the reservation has been booked.  
  

  We apologize for any confusion and genuinely appreciate your feedback. Our goal is always to ensure a smooth and transparent booking process. Please feel free to let us know if we can assist you further.
  

  We look forward to welcoming you in the future.
  

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************
  

  Kind regards.

  Melissa
  Liaison, Customer Care
  Wyndham Hotels & Resorts Customer Care
  ###-###-####

  Customer Answer

  Date: 03/28/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  My complaint is not about the form. My complaint is the agent told me Hyatt would price match the rate of Expedia, which they have all but admitted hearing in the reviewed call. I did fill out the form. The response to the form was that they would not honor a price match because the property is in Mexico. My complaint is that I was assured of a price match for this resort and then was denied one. The agent on the phone booked my Mexico resort and told me I could price match the Mexico resort. I filled the form out and the response was that they won’t honor that. 
  

   

  I have attached a screenshot of the denial after filling out the form. 
  

  Again, the form I was instructed to fill out was completed as instructed. That is not the issue. The issue is being told I could do a price match, then after taking my money being denied. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 04/01/2025

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

  
  Dear Contact:
  
  Thank you for notifying our office of the concerns filed by ***** ******* 

  We regret that the guest had to contact you and our office regarding their concerns. We have carefully reviewed the details of the call with our reservation agent and can confirm that the guest was not provided with inaccurate information. The reservation agent did inform the guest of the Best Rate Guarantee form and per the terms and conditions, the agent advised the guest that the form will need to be completed after the reservation has been booked.  
  
  We apologize for any confusion and genuinely appreciate your feedback. Our goal is always to ensure a smooth and transparent booking process. Please feel free to let us know if we can assist you further.
  

  As a gesture of goodwill, we would like to offer you 30,000 Wyndham Reward points -- enough for one free night at any Wyndham Rewards Tier 3 hotel worldwide or two free nights at any Wyndham Rewards Tier 2 Hotel. 

  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. 
  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************
  
  Kind regards.

  Michele

  Liaison Customer Care

  Wyndham Hotel & Resort

• Initial Complaint

  Date:03/18/2025

  Type:Billing 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.

  I had a stay for business purposes with the property Elevation ************* Trademark Collection in **********. Reservation Confirmation #*****EE010715. It's probably one of the worst hotel experiences I've ever had but what's worse is they split the charge up 2/26 $117.90 and then 2/28 $141.45. This makes it impossible for me to account for with my company without a copy of the reciept. So I've been in contact with 2 different email addresses now, **************************************************************,********************************* neither of them have been capable of providing me with a reciept for the charges which I've also explained are just for general accounting purposes. I think it's completly ridiculous that it's actually gone this far and they still can't provide me with a reciept. It's led me to believe the Trademark Collection and Diamond status inside of ****** are quite worthless because this should be a pretty standard business practice of providing a reciept for charges within 30 days and they have wasted an inordinate amount of my time over this. If someone could please send me a copy of the receipt for these charges I would appreciate it.

  Business Response

  Date: 03/18/2025

  
  
  BBB Case #: 2380542
  Hotel Site #: 13195
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ****** ******* at the Trademark property in **********, ***

   To assist in reaching a resolution, I called the property directly for copies of the folios/receipts. I have just emailed ****** ******* his folio at ******************************   I had the Hotel email him as well.   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
  ********************************************* & ********************, Inc.
  Office: ************

   

   

  Customer Answer

  Date: 03/18/2025

  [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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/14/2025

  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.

  Reserved a room for check in of 1.10.25, check out of 1.11.25 for ******* ******, confirmation # is *****EE021906. Room was cancelled on 1.1.25 and cancellation # *****EE021942X given to me. Correct amount charged to my cc is $104.94. On 1.17.25 *****, no last name, emailed that my account would be credited. It was not done. On 1.26.25 received an email management is responsible and to contact gm ***** *****. I emailed Mr. ***** on 3.1.25 requesting he credit my credit card. He did not answer email or credit my account. Please help with refund applied to my credit card. Thank you.

  Business Response

  Date: 03/18/2025

  
  
  BBB Case #: 23058446
  Hotel Site #: 06420
  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.
  
  We do see two reservations were booked for check in on January 10, 2025. (82776EE021904 & 82776EE021906 for ******* ******).  One was refunded the other one booked was a non-cancelable nonrefundable reservation. 

  We have thoroughly reviewed your concern, and we would like to offer a check in the amount of $104.94 as a goodwill gesture from Wyndham. Please verify your mailing address and your full name and we will process your refund. 
  
  If your offices require more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************

  Customer Answer

  Date: 03/20/2025

  
  Complaint: 23058446
  
  I am rejecting this response because:
  
  

   

  Please forward my name and address to Wyndham for a full refund of $104.84....***** *******, 101 *. ******** **** *******, **. *****. Thank you.

  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 03/20/2025

  
  
  BBB Case #: 23058446
  Hotel Site #: 06420
  Customer Care Case #: ********

  Dear *****, 

  Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent Days Inn experience.

  We have thoroughly reviewed your concern, and you will receive a check in the amount of $104.94. Please allow 3-4 weeks for delivery via US Postal Mail.
  
  I sincerely hope you will give us an opportunity in the future to extend our usual hospitality.
  
  Kind regards,
  *******
  Liaison, Customer Care
  ********************************************* & ******************** 

   

• Initial Complaint

  Date:03/14/2025

  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.

  Made booking through Trip.com for Bel Air Business Mexico City WTC, Trademark by Wyndham. Our Booking No. ********************* and Hotel confirmation number: ********* and PIN*****. Check-in Mar 10, 2025 and Check-out Mar 13, 2025 for 1 Room for 3 Nights. Address of hotel is Dakota 95, Colonia Napoles, Mexico City, Federal District, 03810, Mexico with Hotel Contact Number **************** I contacted Wyndham customer support over the phone and the agent tried calling the hotel with no answer to verify my stay. This was the worst hotel experience that we ever had. The reservation I made was for a king bed with non-smoking in a bigger room. When we first arrived at the hotel, the staff gave us a room that was so small with not much space and the room was boiling hot. We had unpacked our things, but we decided to inquire about the room and the hotel said they would change us to another room. After getting up since 4AM for our early flight from Austin to Mexico City, I was not pleased in the mistake the hotel made. The hotel then put us into a room next to the exit which had lots of noise. I had requested not to be near exit or elevator prior to booking but hotel said that was the only room available. The room got so dry and hot making us sick and the front desk said the air conditioner was broken and set to heat so the maintenance man fixed it. I use a CPAP at night and the first night of our stay (at midnight) on 03/10/2025, the entire hotel lost power for at least half an hour resulting in me waking up. The next day at breakfast the staff said they had no bananas, but we requested it, and the staff said it would be given to us the next day. So the next day there were no bananas, and we asked staff, and they said if we don't want the breakfast then to leave. This was very rude service and completely unacceptable behavior by the hotel staff. We also had a problem with towel holder and squeeky bathroom door, but staff never fixed even after we requested several times.

  Business Response

  Date: 03/17/2025

  
  
  BBB Case #: ********
  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:
  
  If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ###-###-####

  Customer Answer

  Date: 03/24/2025

  
  Complaint: ********
  
  I am rejecting this response because the hotel has not reached out to me at all. I have even tried calling the hotel with Wydham customer support on the phone and nobody at the hotel ever answers the phone. I have also forwarded all email communications to Michele to look up my reservation and to establish the complaint process. Hotel has not reached out to me at all. No email, no phone call, no voicemail message, nobody has reached out to me by the hotel. I received 2 emails from Wyndham with conflicting messages. One message from Michele reads "Since a BBB case has been submitted it is required that you please send all communication/emails through the BBB case.  We will respond once we receive them all with a case number. " but I received another message from Wyndham earlier on March 18th stating "Thank you for contacting Wyndham Customer Care. We have opened a concern on your behalf. Your reference number is ********. You will be contacted within a week regarding your concern.". These are completely different messages coming from Wyndham by email and not what has been stated in the BBB response by Michele. I completely reject this response because the hotel never contacted me at all and Wydham is neglecting responsibility that this hotel is a trademark by the Wydham company.
  
  
  
  Regards,
  ****** ******

  Business Response

  Date: 03/25/2025

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

  Thank you for contacting Wyndham® Customer Care.  We sincerely apologize that your expectations of Wyndham®’s high standards of guest service were not met.  We appreciate the time you took to let us know where we need to improve. 
  The 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 customer’s expectations.  This is to advise you that Wyndham® is solely the licensor of the Wyndham® trademarks and service marks to independently owned and operated 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 -- enough for one free night or five highly discounted nights at any Wyndham Rewards Tier 2 hotel worldwide.

  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. 

  Kind regards,

  Michele

  Liaison, Customer Care.

  Wyndham Hotels & Resorts 

• Initial Complaint

  Date:03/12/2025

  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.

  I checked into the ************* Hotel on February 21, 2025 for one night and checked out on February 22, 2025. When my wife and I checked in Friday night we received our room number and started walking to our room. As we were on the floor that are room was located there was a very bad and musty smell coming from the carpet in the hallway. When my wife and I entered the room it had a similar smell but not as strong as the one in the hallway. When I went to use the bathroom the the bathtub was not draining the water properly and it was backing up. The light fixtures in the bathroom were rusted and the vent in the bathroom wall was dirty. The phone located in our room looked sticky and dingy so we were not able to use it to make phone calls. Due to the lack of cleanliness and water not draining properly in the bathtub we were not able to take a shower during our stay. This hotel is a ************* which is part of the Wyndham Hotels and Resorts and I was shocked of how dirty and poorly kept this facility was in. I have stayed at several ************** in the past but this was the worst one. I paid over $150 for 1 night and this is what I recieved. La *********************** was the location I stayed at in **. **********, *******.

  Business Response

  Date: 03/12/2025

  
  
  BBB Case #: 23057021
  Hotel Site #: 52705
  Customer Care Case #: ********

  Thank you for contacting ********* by Wyndham ************** We sincerely apologize that your expectations ********* 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 ********* 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 ********* by Wyndham is solely the licensor of the ********* by Wyndham trademarks and service marks to independently owned and operated ********* 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 ****** Wyndham Reward points -- enough for one free night or five highly discounted nights at any Wyndham Rewards Tier 2 hotel worldwide.

  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. 

   

  Kind regards,

  *******

  Liaison, Customer Care

  ********************************************* & ******************** 

  Customer Answer

  Date: 03/12/2025

  [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.
  
  Regards,
  
  ***** ****

  my Wyndham Rewards # *********C

   

• Initial Complaint

  Date:03/10/2025

  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 had filed a complaint to Wyndham about ************* and Suites by the ************************** about the manager and also about fraud. If called them numerous times to try to resolve issues and nothing happens. They said I would have to call the hotel about the fraud but the hotel will not take my calls. I asked them to excalate this to a manager. Nothing happened. They never got back to me about my complaint against the manager. This all happened in mid January of 2025. I even tried calling the coporate office twice and no one returned my calls. I even filed a dispute against this hotel with my bank and that hotel isn't responding to my bank either. The whole Wyndham company doesnt seem to care about these privately owed hotels that are connected to their name. I will never use anything associated with them again. It shouldn't be this difficult to resolve issues if people are honest.

  Business Response

  Date: 03/10/2025

  BBB Case #: 23043959
  Hotel Site #: 11540
  Customer Care Case #: ********

  Dear ********, 

  Thank you for taking the time to bring your concerns to our attention and allowing us the opportunity to address your needs. We are sorry to hear we did not provide you with an excellent La Quinta by Wyndham experience.  

  As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night or five highly discounted nights at any Wyndham Rewards Tier 2 hotel worldwide.

  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. 

   

  Kind regards

  *******

  Liaison, Customer Care

  ********************************************* & ******************** 

  Customer Answer

  Date: 03/12/2025

  
  Complaint: 23043959
  
  I am rejecting this response because:  The treatment of your company. I will not stay at any Wyndham hotel again so giving me points does nothing.  I feel that giving me these points is being evasive and not resolving the issue.  I find it offensive.  I've been waiting since January for a response and your company keeps saying they will do something and they do nothing.  The only thing your company has done is offer me points and appologize but nothing to resolve the issue.
  
  
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 made a reservation for a hotel room online through the Wyndham Reservation App and provided my Credit card . The date was for February 16, 2025 for a wyndham recommended hotel in ********* Tx for one night. The hotel re-swiped my credit card at arrival and tacked on some additional charge. When I pointed this out I was told that the additional charge was a safe charge and if I don't use the safe it can be removed at checkout. When I checked out I asked for the charge to be removed. I later learned that there was more than one charge and that one of the charges was for a credit card ***** Direct" charge at 3.5% that I had to pay. The other charges were eventually removed.What good is the Wyndham reservation system when you get to the hotel and they don't honor your quoted reservation from central reservations and add 3.5% upcharge. It feels like extortion because as in my case (I arrived at 8PM). I had little choice - even if I knew what it was for which I did NOT.Wyndham worldwide reservations should not be providing confirmations that are 3.5% lower than the actual cost of a hotel stay. The *** has already indicated that these junk fees were not to be tolerated. I feel like Wyndham doesn't care about me or their customers. There are other chains like *******, ****** and *** that honor their confirmations - Wyndham does not.

  Business Response

  Date: 02/28/2025

  
  
  BBB Case #: 23002699
  Hotel Site #: 03104
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by *** ******** at the Super 8 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. The properties are independently owned and operated we do not have access to their billing information. 
  
  If your offices require more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************

  Customer Answer

  Date: 03/02/2025

  
  Complaint: 23002699
  
  I am rejecting this response because: My complaint is with Wyndham hotels and resorts.  And your online reservation system that provided the reservation confirmation email that listed the incorrect price in the confirmation  . The actual  price was 3.5% higher than you confirmed . Wyndham reservation system fails to provide me a valid quote confirmation and us responsible for their own mistakes . 
  
  
  Regards,
  
  ******* *. 

• Initial Complaint

  Date:02/24/2025

  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 Feb.23,2025 I called Wyndham Hotels as I am a Rewards member#********* H . to assist me reservation for my friend at Travelodge ******************************************. I told the Wyndham *** my debit card number,expiration,etc. But after awhile ******* were unable to send photo of card for ********** to charge me. Unable to authorize transaction after hour or ******* reservation or confirmation at hotel was done. Within minutes after hanging up Wyndham Resorts call me. I am talked up about a Resort package which I authorized for $99 one time fee. But awake Feb.24 to an additional $***** taken out of account with heading Travelodge. I called hotel in ******* , I'm in ********** ....talked to front desk and they were not the ones charging me . So at 8am I began calling Wyndham for answers to the extra ***** they took out .I was transferred several times after waiting long wait times ,disconnected, and told 3 x to " Call this number you have the wrong department. " They were the ones transferring me to the " wrong department ". ?? TWO AND HALF HOURS OF NO ANSWERS NO HELP DROPPED CALLS?? TRANSFERRING ME and Told to call this number same number .. several times... Wyndham customer care ************. No 9ne at that number or the other two numbers have a Clue on how to help me or Do Not Want To..Lose..Commission??? Lack of Training?? Just Do Not Care.?? Need help I was sucked in by what sounded like a good deal...2 nights for$99. But while I slept the Resort/ Vacation package people took $***** additional, unauthorized! Out of my account. NO EXPLANATION EITHER when I called,waited, called back, wad transferred....Now I Do Not Want the $99 package either as I'm worried more charges future from this and problems I can Not afford on my Social Security check. Thank you

  Business Response

  Date: 03/04/2025

  
  
  BBB Case #: 22982283
  Hotel Site #: 06018
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ****** ****** at the Travelodge property in ***************, *** 

   We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property has issued the refund for the no show charge in the amount of $99.32.

  Please allow 5-10 business days to see that on your account. The property issued the refund on February 26th.  (The 10th business day would be March 12). 

   Please work directly with the company that sold you the vacation package for the $99 if you are looking for a refund. 

  f you need any more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************

• Initial Complaint

  Date:02/20/2025

  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.

  Member # *********C I am trying to cash in my points for ********** gift cards. I have 121k points. When I try to cash them I am told to call customer service. I have called twice and was told each time my account is in review and I will receive a call back in 24 hours. It has been almost 2 weeks and I have not received a call. I have spent a lot of money on Wyndham hotels in the last 2 months and expect better service than this. Resolution - I want my points cashed in for ********** gift cards

  Business Response

  Date: 03/05/2025

  Hello, 

  Thank you for reaching out. 

  I have followed up with the review team and they were finally able to receive the update they needed from the hotel and have been able to release your account.

  If you have further concerns, please let me know.

  Amy 

• Initial Complaint

  Date:01/25/2025

  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 contacted Wyndham to use my rewards points to get a room at the Super 8 in ********, ** on 01/1725. While checking in I told the desk help that I did not have enough points for the second night but was planning on staying another night. He charged my card $91.00. Only reason or only thing to do in ******** is go to the casinos which was the purpose of our trip. I got up early and went to play poker, and waiting for the poker tournament. Shortly before 11 am I went back to the hotel to take my medications and I could not get into my room. I could only guess that key was set for one day through Wyndham rewards and I needed to get key reset for the night I had paid for. I went to the office and nobody was there. Post-it-note on desk said to pick up phone if help was needed. I did several times. I walked the property looking for an employee no to be found. I literally started thinking to start running office equipment to my truck just to prove a point. After 30 minutes I called the local police to see if they knew what I could do or some way to get ahold of somebody. It is a small town maybe they have a contact incase of an emergency. Finally after 1/2 hour effort and calling the police sounding like an idiot the hotel manager came walking into the office not a care in the world. I told him about my efforts and he merely stated, "I went to lunch." Slogan I had when I had my business, " No Service is ************************* Might consider shutting that place down till you can find a manager.

  Business Response

  Date: 01/30/2025

  
  
  BBB Case #: 2857537
  Hotel Site #: 46483
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ****** ******** at the Super 8 property in ********, UT.

   To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before February 2, 2025. 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
  ********************************************* & ********************, Inc.
  Office: ************

  Customer Answer

  Date: 01/30/2025

  
  Complaint: 22857537
  
  I am rejecting this response because:  I am pretty certain it was ** that came walking up after I had been in the front office for over half an hour.  The ** does not care.  Apparently Wyndham Hotels does not either.
  
  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 02/03/2025

  
  
  BBB Case #: 22857537
  Hotel Site #: 46483
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****** ******** at the Super 8 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.

  The General Manager has updated your case on February 1st advising a full refund was issued.  Please allow 3-5 business days to see that on your account. Please work with the property if you are looking for further compensation. 
  
  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.
  
  If your offices require more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************