ComplaintsforWyndham Hotels and Resorts

• Initial Complaint

  05/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

   

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked in the TRAVELODGE WYNDHAM HOTEL,***************************************************************************, Room 311, October 31- November 2,2023 , I was charged $225.18, Room total on the website is ,$125.18 , plus, $100.00 security deposit. Reservation is,90114EE019258H, gold membership is , 217372518H . And can check out late . I had booked again for, November 2 - 3 , but the chip on my MasterCard wouldn't work. So I went upstairs and packed my one tote bag , and gave the manager the key to the room , and let her know that I will be in the laundry room washing clothes. I even bought , MasterCard gift cards to use , my MasterCard wouldn't work in the laundry room machines either. It was ordered from Amazon. Then I noticed on my MasterCard statement that I was charged twice, $70.56, $59.51 , So I went back to the office and let them know, I had to pay $3.75 @ for two Amazon packages. But I didn't know the other one had came the same time , and two different people signed for it . 11313918759245040,11314690238621853,1134748553249833,11303512277681051 . Those are the order numbers for Amazon orders .

  Business response

  11/26/2023

  BBB Case #: 20851653
  Hotel Site #: 06585
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Travelodge 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.
  
  
  Thank you,
  
  
  *******
  
  Liaison, Customer Care
  ********************************************** & ******** ****

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 24 June I made a reservation for two nights at the Wyndam Skyline hotel in *************, ** through Booking.com. The reservation was for 21 September. I was immediately charged $247.96 by ******. On 16 July I canceled the reservation. I was supposed to get my refund within 5 business days. As of today, the refund has not arrived and I was never told that it would not come. The booking was made through Booking.com, so Wyndham is blaming Booking for the lack of a refund; however, the money was taken by ******. They Wyndham customer service told me to call Booking.com because they (Wyndham) needed to be notified by booking.com. Booking.com says the hotel has everything they need. I am not sure where the responsibility lies, but neither company is doing anything to refund my money. Surely someone can pick up a phone and fix this.

  Business response

  08/30/2023

  
  
  BBB Case #: 20523220
  Hotel Site #: {SITEID}
  Customer Care Case #: {CASENUMBER}

  
  Dear Contact:
  Thank you for reaching out to the Offices of Wyndham Hotels & **********************
   
  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
  
  Kind regards,
   
  
  
  *******
  Liaison, Customer Care
  ********************************************** & Resorts, Inc.

  
  

  Customer response

  09/03/2023

  [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

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to book the Travelodge in ********, ** for the night of 6/22-6/23. I booked it a total of 5 times because the hotel apparently kept cancelling the reservation for no valid reason. The first 3 times they cancelled it, the points were refunded to my account. The last 2 times they cancelled it, the points were NOT refunded to my account and this ********************** has now STOLEN ****** points from me.To make matters worse, I wasted an hour of my time on the phone with Wyndham Rewards with no resolution at all. The agent hardly spoke English and wound up hanging up on me after I requested a supervisor since she was of no help. Because of the lack of customer service doing anything to help this situation, my child and I were stuck sleeping in the car for the night since we had nowhere to stay.1. I want my ****** points that the hotel STOLE refunded to me immediately. Please be sure to take the ****** points back from this property as they certainly do not deserve any compensation for cancelling my reservation 5 times. Maybe it's some sort of scam they're running to cancel reservations and still keep the points and/or deposits of the potential guests.2. I want additional compensation for having my reservation cancelled 5 TIMES with NO explanation why and wasting an hour on the phone with Wyndham Rewards which was no help at all.3. I want an answer as to WHY my reservation was cancelled 5 times. There were plenty of rooms showing available on the website so there was no excuse. The only thing I can think of is the hotel discriminating against me based on my name or the hotel refusing to accept rooms booked with Wyndham Rewards points. Either way, it's not acceptable.4. I want the owner of this hotel to lose his Travelodge license for what he did to me and my child for no reason. I've never been treated with such disrespect in my entire life!

  Business response

  06/27/2023

  BBB Case #: 20229504
  Hotel Site #: 14325
  ************* Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ************************* at the Travelodge by Wyndham property in ********, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* has confirmed that ***************************** Reward points were returned to guest's Wyndham Rewards member account, and ********************** ************* issue additional points as a one-time gesture of goodwill. 

  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.

  Thank you,

  *******
  Liaison, *************
  
  ********************************************** & Resorts, Inc.
  

  Customer response

  06/27/2023

  
  Complaint: 20229504
  
  I am rejecting this response because:

  I do accept the return of ********* that were stolen by the hotel and appreciate the extra points.

  However, I want to know what is being done about this hotel cancelling my reservation 6 times for NO REASON.  There were plenty of rooms available for booking on the website so it's certainly not due to not having rooms available.  It's either discrimination or this hotel not wanting to accept reward night bookings.  Either way, it's not acceptable and this hotel should lose their Travelodge affiliation for this inhumane treatment of a long-time Wyndham Rewards member.  If you look at this hotel's reviews on various websites, you will see this is a frequent occurrence with them and should not be permitted.  The hotel owner needs to suffer the consequences for his actions.
  
  Regards,
  
  *************************

*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. ↩