ComplaintsforWyndham Hotels and Resorts

Name: Wyndham Hotels and Resorts
Address: 22 Sylvan Way, Parsippany, NJ, 07054-3801, USA

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Initial Complaint
05/26/2024
Complaint Type:
Product Issues
Status:
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.
Charged me for missing towels at Super 8 LAS Cruzes NM, ""*************** "" This is not right,,I did not take anything never have,,, Bad Business practice,,, There phone number is ************..Like to have my money back,,,
Business response
05/28/2024

BBB Case #: 21763546
Hotel Site #: 03331
Customer Care Case #: ********

Dear Contact:

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

To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before May 31, 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, Customer Care
********************************************* & ********************, Inc.
Office: ************
Initial Complaint
05/22/2024
Complaint Type:
Order Issues
Status:
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.
THE WORST HOTEL IN ******* March 25th, i, ********************* ***** II, the implied surety and beneficiary to **************************, checked in as a WYNDHAM DIAMONDS REWARDS MEMBER at TRAVELODGE BY WYNDHAM located at ************************ in *******, ******* under the title as Veteran apart of the **** program.For context in 2022 I visited this hotel through the same program and had very little issues and a great stay. The core front desk team and managers that worked here then also work here now. I'd like to make it clear this is not the fault of employees but of the owners and general manager for not upholding the terms and conditions of their website or being professional and enforcing professionalism down their chain of command. $4085.68 was paid by **** for ************************** and i, the beneficiary signed and considered responsible for any damages or loss that happened for the room during my stay per the terms and conditions of the hotel and when I checked in I requested my Diamond Member account to be connected to my stay and was assured it be done just as it was in 2022. Approximately May 10th I check my rewards account to see that no points had been added during my entire stay. At this point I bring it to the attention of *******, ***, ***, and *****. The response was unanimously I needed to talk to with the *************. ******* gave me the email to contact her faster. I emailed her and never got an initial email back. I checked in daily on a status update and was eventually informed by a night shift worker that ***** was working on it. ***** informed me that due to new ownership and because I am in the **** program that they wouldn't honor my stay for reward points. I asked for that in writing and emailed **** to receive it as well. They have not only not resolved the problem but outright refuse to. My stay ends May 25th and I was informed by my case worker that they called her to let her know they wouldn't extend my stay with no reason as to why. Rewards #*********E
Business response
05/22/2024

BBB Case #: 21745774
Hotel Site #: 06585
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *********************** II at the Travelodge 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 May 26, 2024. As a company, were committed to delivering a great experience with every stay with us.

Thank you,

*******
Liaison, Customer Care
********************************************* & ********************, Inc.
Office: ************
Initial Complaint
05/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We arrived at your *********** by Wyndham in ********** *********************** for our reservation. Upon arrival no one was at the front desk. I then called and the hotels voicemail was full and no one answered. As I went to leave and contact Expedia (who I book through) I noticed someone had come to front desk. I went back in and told him (I believe *********************) I had a reservation, to which he said no you dont. I said yes and he said no Dumbass its tomorrow come back at 4p (it was booked for last night, 5/15/24). I said excuse me and he said wrong day idiot. I asked if he had any rooms and he said come back at 4p to which I said is this how you treat customers? He went off calling me a Stupid m*********** (sorry for the language-your guy used it) multiple times, said he would have me thrown off the property and to leave. I asked him if he was on drugs, then he boasted about how much his property was worth (2.7 million- I guess he thought it would impress me) and to get out of there and he followed up with dumbass you wont get your reservation money back either. I left, contacted Expedia who tried calling him multiple times to which he refused to answer the phone. This all happened about 12:20am on 5/16 early morning. I have never in my life been spoken to in that manner, much less when I have paid for a stay. Baymont inns used to be a nice hotel but this guy is clearly on drugs or just an horrible person in general, while damaging your brand, my experience matches reviews left and more!
Business response
05/16/2024

BBB Case #: 21719828
Hotel Site #: 48438
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *********************** at the Baymont 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 May 20, 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, Customer Care
********************************************* & ********************, Inc.
Office: ************
Customer response
05/16/2024

Complaint: 21719828

I am rejecting this response because:
No one has contacted me or refunded my money. Nothing is resolved.

Regards,

***********************
Business response
05/20/2024

BBB Case #: 21719828
Hotel Site #: 48438
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *********************** at the Baymont 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. Our sincere apologies for this experience.
Your information has been sent to a Field Operation Team who will follow up with the property with an internal review, re the interaction with the property.

Please contact the third party where you booked the reservation. The reservation was booked for checking in *** 16. If you arrived at the property after midnight early on the 16th and wanted to check in the reservation should have been booked for *** 15th. If the reservation was booked for checking in on *** 16th (which it was) you can only check in on the reservation for *** 16th at 3PM - *** 16th.

After thorough review, we feel the best resolution will be achieved by direct communication between the third party, 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: ************
Initial Complaint
05/11/2024
Complaint Type:
Customer Service Issues
Status:
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.
I stayed in the Club Wyndham ********************************************* in December of 2023 for two weeks. The room had multiple problems and was dirty, dusty, poorly maintained and cause me to have an allergic reaction to the filth. I reported this to the hotel manager at the desk and they came to reclean the room and clean the vents and dust the room for the first time in who knows how long. I ended up leaving early. I repeatedly asked for points compensation or my money back for the horrible conditions of the stay and its impact on my health and to date, Wyndham has bounced around my phone calls and emails to multiple offices since December. It is now May, and I have had no resolution of this issue. I would appreciate someone taking control of the situation and rectifying what happened as a long time Wyndham guest and owner. The customer service is terrible and no one resolves anything and bounces it around on both the phone and email, I've never felt so mistreated as a consumer.
Business response
05/13/2024
BBB Complaint #: 21699728
Thank you for reaching out to Wyndham Hotels & Resorts Customer Care.

After reading your email we have determined this is a Wyndham Vacation Ownership concern. Wyndham Vacation Ownership and Wyndham Hotels & Resorts are two different entities. They can be reached directly by contacting ************** or via their website at www.myclubwyndham.com
CONTACT US FORM: *************************************************************************************

Kind regards,
*******
Liaison,Customer Care
********************************************* & ********************. Inc.
Initial Complaint
05/03/2024
Complaint Type:
Delivery Issues
Status:
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.
Bed bugs .... Terrible rooms , dirty , loud guest slamming doors all night long all day ... A lot of traffic through the halls ... I'll never stay again.. made a complicated filed through whyndham rewards *********** and nothing was done about it....
Business response
05/03/2024
BBB Case #: 21661607
Hotel Site #: 06457
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ***************************** at the Days Inn 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 May 6th. 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 Care
********************************************* & ********************. Inc.
Customer response
05/05/2024

Complaint: 21661607

I am rejecting this response because:

I am not satisfied

Regards,

*****************************
Business response
05/06/2024

BBB Case #: 21661607
Hotel Site #: 06457
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. Once again, we apologize for any inconvenience this may have caused.

Thank you,

*******
Liaison, Customer Care
********************************************* & ********************, ****
Initial Complaint
04/26/2024
Complaint Type:
Product Issues
Status:
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.
Both me and my wife made our booking with Booking.com and stayed at Super 8 by Wyndham ***************/Capitol Area at *****************************. We previously filed a small claims against the Super 8 in ****** but dropped the suit after our lawyer advised us to contact Wyndham instead since they are in charge of this property. We had asked the property for a refund but they refused. The person in charge called me all sorts of negative comments because he said I was racist since he was Indian and would not reason with me. I never referred to him by nationality. I had made a complaint about our stay because the property refused to clean our room and the unit was infested with roaches. My complaint is that Wyndham should reimburse me either through some sort of compensation or by points since I am a rewards member over what happened. We love using Wyndham to book reservations and want to put what happened behind us. Is there anything that Wyndham can do?
Business response
05/22/2024
BBB Case #: 21632511
Hotel Site #: 08887
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ************************* at the Super 8 by Wyndham 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.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ************************************
*******
Liaison,Customer Care
********************************************* & ********************. Inc.
Customer response
05/22/2024

Complaint: 21632511

I am rejecting this response because I have contacted Super 8 previously and they have done nothing but either tell me to speak to their attorney or talk to Wyndham directly. I understand that Super 8 is a franchise but Wyndham has the responsibility to manage the hotel since it is a part of Wyndham's brand. I am a Wyndham Rewards member where I stay at many Wyndham properties and enjoy using my membership. My Member Number: 229207133G. I am willing to drop my complaint and let this go but I spent lots of money on my stay and all the troubles with Super 8. I am willing to accept Reward points from Wyndham and move on. But I must ask Wyndham to be fair, to be in my shoes, where we have spent over $2,000 in stay and other expenses with Super 8. We had dropped the suit against Super 8 because I explained to them that it was not my intention to go into litigation and our attorney advised us to contact Wyndham instead because they manage the property. Can Wyndham give us reward points for all our trouble? I want to try to reach some kind of compromise to move forward and put this behind us.

Regards,

*************************
Business response
05/24/2024
BBB Case #: 21632511
Hotel Site #: 08887
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.

Thank you,

*******
Liaison, Customer Care
********************************************* & ********************, ****
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I booked a parking space with free shuttle to ******************** through Way ($104.95). The spot was booked for March 13, 2024- March 20, 2024. When we returned from our trip on the 20th, we waited at the shuttle pick-up area. We confirmed with signs at the airport, other shuttle drivers from other hotels, and eventually back at La Quinta that we were in the correct pick up area. We waited for 2 hours and the shuttle to pick us up to bring us back to the hotel never came. We tried to call La Quinta but the phone was disconnected. We then called the Hyatt Place because they share a shuttle. Both times we spoke with someone at the Hyatt Place, they stated the shuttle would be by "soon." They stated that the shuttle picks people up at the airport every ************************************************************** our waiting. Again, we never saw the shuttle even though that was part of what we paid for. And it was cold, we have two small children and all signs at the airport say we must wait outside for the shuttle. We eventually had to pay $20 to take a taxi back to the hotel to retrieve our vehicle. Once at the hotel, we spoke with the person working (and again confirmed we were in the right pick up area at the airport). The person working the counter stated we would have to speak with a manager. He gave us a number to call and the name *****. When we were at the hotel, we saw the shuttle and asked the driver why he never came to the pick up area. He shrugged his shoulders and told us to complain to the manager at the hotel. Since this incident, I have called the hotel multiple times and left a few messages for the manager. I was finally told they had a new manager (*****). ***** did call back once and left a message on my phone. I called back an hour after he called and he was not in. I left a message for him to call me back and still have not heard anything back. I have tried to email as well with no response.
Business response
04/11/2024
BBB Case #: 21557999
Hotel Site #: 17546
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *********************** at the La Quinta 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 15, 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, Customer Care
********************************************* & ********************, Inc.
Office: ************
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Worst hotel experience ever.Super 8 by Wyndham **** University Area Itinerary number: ************** Hotel was disgusting. Fixtures were rusted causing asthma and breathing issues, internet did not work, when I laid in the bed it nearly fell to the ground. I was switched rooms and it had the same issue. Unfortunately, unless I am refunded, I will have to do a chargeback, file a complaint with hotels.com, and city code compliance.Thank you
Business response
03/25/2024

BBB Case #: 21480818
Hotel Site #: 08230
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *************************** at the Super 8 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 March 28, 2024. As a company, were committed to delivering a great experience with every stay with us.

Thank you,

*******
Liaison, Customer Care
********************************************* & ********************, ****
Initial Complaint
01/07/2024
Complaint Type:
Service or Repair Issues
Status:
BBB unable to locate business
BBB is unable to locate the business.
So I booked 2 rooms for 2 nights and e we found roaches and mold and insects in the rooms and even in the coffee machines and i have pictures and i tried to go see a manger and no one was there and i waited for so long then i left the front office. so I need a refund for my money because it was the worst hotel ever
Initial Complaint
12/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I called Wyndham on November 19, 2023 to purchase points (1000 pts) so i could book a room. The representative who assisted me told me that my points would be available immediately. I called several times that day and numerous times since then. I have been hung up on repeatedly and told to contact the third party points provider points.com. The number they gave me was an automated recording that informed callers to speak with Wyndham customer care for issues. Wyndham keeps referring me to the points.com number. I finally got an agent who informed me that there was no record of me purchasing through customer care. I was told that i purchased points online and there was nothing they could do. I have confirmation number from the email as well as my bank statement showing money was taken.
Business response
12/19/2023
Hello,
Thank you for reaching out.
I am sorry for the frustration this has caused you. I reached out to the vendor to have them check on the order.
I regret to advise that the order failed as the Name on the Wyndham Rewards account and the name on the Credit Card used did not match. Where the transaction was not processed the 13.00 hold on the card will be released by the credit card company in 7-10 business days.
They points.com team has a fraud check that will not allow credit card in someone else's name to Buy points on another account. The Wyndham Rewards Member that matches the credit card would need to use the gifting option for the points to be posted to someone else's account.
If you still have concerns, please reach out to Wyndham Reward Member Services at ***************
Amy

Customer response
12/21/2023

Complaint: ********

I am rejecting this response because:

i never received a refund of $13.00

Regards,
******** *********
Business response
01/02/2024
Hello,
Thank you for reaching back out.
The vendor (points.com) has confirmed that there were no charges processed to your account. If you credit card company is still holding a pending charge you will need to contact them to see when the hold will be released.
Amy
Wyndham Rewards

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