ComplaintsforWyndham Hotels and Resorts

• Initial Complaint

  05/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am 78 years old, and have COPD, and we had a 2 night disgraceful, unacceptable experience at ******************. Delipidated, worn down room, loud noises all night, non working TV for hearing impaired (no closed captions), One elevator was closed and had to walk a very long way for the first two days, shower was unusable, I could not turn the shower on myself, slippery floor no bath mat for footing, dangerous door stop outside bathtub, broken door lock on bathroom (non working), hospital lighting (bright, unusable lighting) stranger loitering near our room, front desk claims, "no one saw him" Very long walk, unnecessary long, visible mold in bathroom, cracked ceiling, dirty grout tile, Room 220. Refrigerator was not that cold, wobbly plate in microwave, not working properly, Cracked bathroom door where lock is located. Unhelpful initial agent, re: non-smoking issue. Would not resolve the non smoking issue for 2 hours we waited in the car, I had made reservations 2 months prior, paper work at desk was not explained to me, When we were given the room, it was very far from the elevator, one elevator non working, mopping marble floor when people are walking through with luggage, and no where else to walk on. Unavoidable - Wet Floor , Dirt switches on lamps, dirty remote control, chirping sounds from inside the room, BACK DOOR OF HOTEL WIDE OPEN FOR ANYONE TO WALK IN, UNSAFE. Elevator is hidden away behind a very heavy unmarked door, with only one paper with an arrow pointing to "stairs and elevator". VERY FAR FOR SOMEONE WHO IS ELDERLY. THERE IS MORE, BUT I AM TIRED. THIS WAS A MOST UNPLEASNANT STAY, I SHOULD BE COMPENSATED FOR SUCH AN UNPLEASANT, AND FRIGHTENING 2 DAYS. WE HAD TO STAY IN OUR ROOM - STRANGER LURKING. The desk had a blas attitude from customer service before we even got there. 2 hours in car. Refund for 2 nights plus compensation for a 2 day stay I could not take a shower, TWO sleepless nights. REFUND PLUS Signs about COVID no safety.

  Business response

  05/09/2022

  BBB Case #: 17143836
  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, Customer Care
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer response

  05/09/2022

  
  Complaint: 17143836
  
  I am rejecting this response from ****** for now because: they are requesting  info before they can resolve this unacceptable issue: 

  The issuance  of BOTH TERMS with SAME NUMBER confirmation # ********* or Itinerary # ********* caused confusion.

  The exact name: Days Inn & Suites by Wyndham, ****************************************************************************, Under name of *****************************, Date of Arrival 05/02/2022,"EXACT DATE OF STAY 05/02/2022 - 05/04/2022, ROOM 220
  
  
  
  Regards,
  
  *****************************

  Business response

  05/09/2022

  BBB Case #: 17143836
  Hotel Site #: *****
  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, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before May 13, 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, Customer Care
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  04/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a room at the ******** Hotel, ****************************************************************, at a special rate for an event being held there, reference confirmation number *********. We were unable to travel to this hotel on this date, so we cancelled the room several weeks in advance by calling the hotel directly *************). We were told by the switchboard operator that the room was CANCELLED. On 4/1/2022 we were billed for the room anyway.

  Business response

  04/06/2022

  BBB Case #: 16976177
  Hotel Site #: 23574
  Customer Care Case #: *******

  Dear Contact:

  Thank you for notifying our office of the concern filed by ************************* at the La Quinta Inn & Suites property in ************, **. 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 April 12th. 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.
  
  Kind Regards,
  
  *******
  Liaison, Customer Care
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spent over 4,000$ and have yet to be able to use any of the points to take a vacation.

  Business response

  03/02/2022

  Hello *****, 

  I am more than happy to look into this.

  Can you please provide your Wyndham Rewards Membership number, the Brand of the hotel, city, State and the dates of your stay.

  If you have a copy of the receipt, please send that along as well.

  Thank

  ***

   

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a hotel stay at Ramada by Whyndgam Columbia for 1/1/2022 on whyndhamhotels.com. (Reservation 80754ED082876) I cancelled the booking in the early afternoon on 12/31/2021, which is before the free cancellation deadline of 4PM of the day before arrival described on whyndhamhotels.com. The system did not gave me a confirmation email, but the website clearly showed it has been cancelled. However, I noticed that my credit card was charged a $55.93 for the cancelled stay. I demand that Whyndham hotels refund the $55 .93 charged on my credit card for no valid reason.

  Business response

  01/17/2022

  BBB Case #: 16474850
  Hotel Site #: 23813
  Customer Care Case #: *******
  Dear Contact:
  Thank you for notifying our office of the concern filed by Masahiro Yoshitaka at the Ramada by Wyndham property in ********, **. 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 January 21 2021. 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
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer response

  01/24/2022

  
  Complaint: 16474850
  
  I am rejecting this response because: 

  They promised to contact me on or before 1/21 to address the matter. No help was offered at this moment. 
  
  
  
  Regards,
  
  Masahiro Yoshitaka

  Business response

  01/26/2022

  BBB Case #:16474850
  Hotel Site #: 23813
  Customer Care Case #: *******
  
  Hello, 
  
  Thank you for notifying our office of the concern filed by Masahiro Yoshitaka at the Ramada by Wyndham property in ********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations.
  
  On behalf of Ramada by Wyndham, please accept my sincerest apologies for any inconvenience you encountered with our website.
  
  Responses such as yours are critical to our success and can only assist in ensuring we are truly taking care of our guests. Rest assured your comments will be addressed, and we will use this information to improve our reservation services.
  
  I have thoroughly reviewed this matter and would like to offer you a check in the amount of $55.93. In order to process this check, please provide us with your mailing address.
  
  Once we receive your address, you can expect the compensation in 2-3 weeks.
  
  Again, I apologize that your experience did not meet the Ramada by Wyndham standard and for any inconvenience this has caused you. I hope you will give us an opportunity in the future to extend our customary hospitality.
  
  ******
  Liaison, Customer Care
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer response

  02/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  My name is Masahiro Yoshitaka, and I'm writing in regards to the complaint I filed with your office last month (Case number ********). Looking at the latest communication from the business (Wyndham), they're offering a refund check and asking for my mailing address. The business's response is satisfactory to me, but the case was somehow closed before I got to provide my mailing address. Could you forward my mailing address below to the business?

  
  

  Masahiro Yoshitaka

  2-**** Unit ****, Higashiikebukuro 

  *******, ***** *****

  
  

  Best regards,

  Masahiro Yoshitaka

  
  
  Regards,
  
  Masahiro Yoshitaka

  Business response

  02/25/2022

  BBB Case #: 16474850
  Hotel Site #: 23813
  ************* Case #: *******
  Hello:
  Thank you for notifying our office of the concern filed by Masahiro Yoshitaka at the Ramada 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 resolved the situation with the guest via a check in the amount of $55.93.
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.
  ******
  Liaison, *************
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We book a stay at a Wyndham Location In ****** ******.Wyndham Alltra ****** All Inclusive Resort Confirmation: 90734ED015106X Expedia itinerary: ************** We had to cancel the reservation. We were never told the reservation was not cancelable. We are in a pandemic called Covid. We were also not told that if we test positive we could be stranded in ****** and have to quarantine in ****** for 14 days. We cancelled the reservation. Expedia says it is all Wyndhams fault. They will not refund our money. Expedia said they would but Wyndham will not let them. This is ridiculous. Covid is not going away, and we do not want to be stuck in ******. We were NEVER told we could not cancel these reservations. We have been lied to. This is Fraud and a scam. Wyndham should allow Expedia to refund the money in full. What kind of company takes advantage of People in A pandemic? Expedia is holding firm that the refund is being held by Wyndham and Wyndham will not refund our money. We should have been told we would be scammed out of our money. We should have been warned against booking with Wyndham as the could care less about the customer and the fact that a Pandemic keeps coming back as different variants. This is wrong! We were lied to. We were scammed. This is Fraud. Our money should be refunded in full either by Expedia or Wyndham Expedia is still saying it is all Wyndhams fault.

  Business response

  12/21/2021

  BBB Case #: 16379389
  Hotel Site #: 56383
  Customer Care Case #: *******
  Dear Contact:
  Thank you for notifying our office of the concern filed by ****** Denson at the Wyndham ************* property in ******, ******. 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 December 27th, 2021. 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
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer response

  12/26/2021

  
  Complaint: 16379389
  
  I am rejecting this response because: Wyndham and Expedia are still not refunded the money. I am contacting ************************************ to see if it can be resolved. The Expedia people say :

  
  In regards of the hotel reservation, we advocated with the hotel on your behalf, however, the property at which you booked your stay has declined to waive the penalty for your recent cancellation.
  
  Sincerely,
  ****** F
  SALFflores1
  Expedia customer support team

  The ********************** people say:

  Dear *************************
  Good afternoon!
  
  In follow up to your request, I have seen your Reservation #*******, in our system already cancelled.  I regret the hotel cannot provide any refund since the money was paid directly to Expedia which is a third party.
  
  if you could be so kind to forward your detailed confirmation, in that confirmation all terms and conditions for cancellations must be stated there, it supposed to be provided by Expedia when reservation was made before paying. If there is a clause that have any terms in regards of covid-19 healthy issues probably there is a way to avoid penalty contacting Expedia.com
  
  I regret the hotel cannot reimburse something that was not pay directly at the hotel, usually the hotel is more flexible when reserving directly in the hotel page depending the situation and according to terms and conditions of each reservation.
  
  About the quarantine in ****** or any other country information is published in the Embassy of each country.
  
  I wish I could help with your request however we are not able to do so, probably if change dates for the future maybe Expedia will Access to that.
  
  Best regards,
  ***********************************
  Rooms Division Director
  WYNDHAM Alltra **************************************************************************************** 998 881 5500

   

  It is still not resolved and I am out a lot of money!
  
  Regards,
  
  *************************

  Business response

  12/28/2021

  BBB Case #:16379389
  Hotel Site #: 56383
  ************* Case #: *******
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****** Denson at the Alltra by Wyndham property in ******, ******.  Our brands are committed to assuring that all 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.
  
  After further review from ******** complaint and continuous emails and efforts on getting a refund we have come to find that the reservation booked with Expedia had a "non-Cancelable, non-refundable" policy on the reservation.This information would have been found before making the reservation. This policy was accepted once the guest confirmed the reservation with the third party which means it's Expedia's policy not Wyndham's or Alltra. Any decision on refunding would come from the third-party services ****** choose to use.  Also, to comment on the Covid-19 concern of her complaint this is solely the responsibility of the persons making reservations anywhere outside of their state to review the regulations put in place before making final decision on travelling. 
  
  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, ************* 
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sequence of Events regarding ************************* Stay On 7/19, I was on the phone with Wyndham Rewards, on hold, to make a reservation for this hotel, using my rewards points, and was disconnected at either 5 or 6 p.m., I believe. When I called back, I was unable to get through, apparently because it was after hours. I called the hotel and attempted to place the reservation using my rewards points (the room was ****** points) there, but they, apparently, no longer have that capability at hotels. There is a phone app but since I had recently changed my e-mail, I was unable to use the forgot password function to reset it. Pretty frustrating that if Wyndham Rewards isnt going to make available the ability to talk to a live person during typical hours that people are going to check into a hotel, then there ought to be a procedure where hotels, themselves, are able to process points.I checked in and mentioned that I wanted to use points and wrote on the signature line that this was a temporary charge until it could be exchanged for points as I had wanted to do. I called Wyndham Rewards several days later and after being passed around from department to department, I explained my situation and that I wasnt happy about having to pay $190+ for a hotel when I wanted to use my rewards points. They told me they submitted a case. After not hearing anything for several weeks, and given the difficulty with being passed around at Wyndham Rewards the first time, I decided to call the hotel instead. I proposed making a reservation with my points, but not using the room, and getting refunded for my original room charge since I had not heard back from Wyndham Rewards. They told me they could not initiate that there and to call Wyndham Rewards and attempt to do it that way. I called Wyndham Rewards again and started getting passed around between departments again and they were also not finding a case. This sounds solvable but I am frustrated with no progress.

  Business response

  12/01/2021

  BBB Case #: 16185869
  Hotel Site #: 52068
  ************* Case #: *******
  Hello:
  Thank you for notifying our office of the concern filed by ************************* at the AmericInn 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 looked into this and the reservation was not booked as a free night stay, booked on 7/18/2021 for one night under the name of ************************* at a rate of $175.42 plus taxes.  The guest can reach out to Wyndham Rewards for any further assistance on how to book using points.
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.
  
  
  ******
  Liaison, *************
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer response

  12/01/2021

  
  Complaint: 16185869
  
  I am rejecting this response because:
  
  This appears to be a boilerplate response.  They did not respond to the complaint.  I am aware of what happened so I do not need that restated.  As I mentioned in the complaint, this was simply authorized as a temporary charge until it could be exchanged for points.  I did not agree to anything else.  I need someone to contact me by phone who can resolve the issue.  It appears to be resolvable with both the hotel and Wyndham Rewards; however, I have not been able to reach someone, particularly with Wyndham Rewards, who can make this happen.
  
  Regards,
  
  *****************

  Business response

  12/03/2021

  BBB Case #: 16185869
  Hotel Site #: 52068
  Customer Care Case #: *******
  
  Hello:
  Thank you for notifying our office of the concern filed by ************************* at the AmericInn by Wyndham property in ***********, **. 
  
  Pllease reach out to our Wyndham ****************** for further assistance, they can be contacted at **************.
  
  
  
  ******
  Liaison, Customer Care
  
  
  Wyndham Hotels & Resorts, Inc.
  Office: ************

• Initial Complaint

  10/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hotel reservations with ******* by Wyndham.Charged funds and turned away for no reason and funds haven't been returned.

  Business response

  10/18/2021

  BBB Case #: 16032887
  Hotel Site #: 30377
  Customer Care Case #: *******
  Dear Rain F.:
  Thank you for notifying our office of the concern filed by *** Mcguffin at the ******* by Wyndham property in **********, **. 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 October 21, 2021. 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
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a Wyndham Rewards member, I didn't get what the rewards web site said I'd get. I reserved eight nights at the Days ************ by Wyndham ********* (in ********) from Aug. 1 through Aug. 8 of 2021. I did this based on information from the Wyndham Rewards website that said free breakfasts were provided there. My family and I were told by the person who checked us in at that hotel that no breakfasts would be provided. When I told him that the Wyndham Rewards website said his hotel did provide free breakfasts, he told me that the rewards website had had the wrong information posted for a year. When I told him I wanted him to give me some type of "make good" to compensate me for the money I was going to pay for breakfasts that I wouldn't have had to pay if the information leading me to his hotel was accurate, he refused. Subsequent communications with Wyndham Rewards and Wyndham ********************************* have not led to any offers of compensation from the company.

  Business response

  10/13/2021

  BBB Case #: 16016717
  Hotel Site #: 47027
  Customer Care Case #: *******
  Dear Contact:
  Thank you for notifying our office of the concern filed by **** Heger at the Days Inn by Wyndham property in *********, **. 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 October 19, 2021. 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
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

  Customer response

  10/13/2021

  
  Complaint: 16016717
  
  I am rejecting this response because: The information posted on the Wyndham Rewards website was incorrect. I hold the Wyndham Rewards program and the overall corporate parent, Wyndham Hotels & Resorts, responsible and liable. They should have correct information posted so that people can make reliable dollars-and-cents decisions  when booking reservations. The property manager/owner has already told me he won't be held responsible for this problem. Every attempt I've made to get Wyndham Rewards or Wyndham Hotels & Resorts to step up and take responsibility ends up the same: them telling me to contact somebody else in the corporate hierarchy. Enough is enough. Somebody has to quit saying, "Blame somebody else connected with my corporation: somebody at the Comfort Inn brand headquarters or the property owner/manager."  How hard can it be to admit the error and offer some kind of compensation?
  
  
  
  Regards,
  
  *******************

  Business response

  10/14/2021

  BBB Case #: 16016717
  Hotel Site #: 47027
  Customer Care Case #: *******
  Dear Contact:
  Thank you for notifying our office of the concern filed by **** Heger at the Days Inn by Wyndham property in *********, **. 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 October 19, 2021. 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
  
  
  ********************************************** & Resorts, Inc.
  Office: ************

*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. ↩