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:12/03/2024

  Type:Order 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.

  Checked into a hotel on 11/25/2024 and they required payment in full for a 9-day stay up front as well as a $200 deposit, which totaled $1,298.46. Due to the terrible state of our room and neighbors at this hotel and the lack of safety, we decided to check out the next morning. They said they would issue a refund for the unused days but its been 7 days now and theres still no sign of a refund by or bank or credit card. The front desk attendant, HAMISH, becomes very aggressive when questioned about the status of the refund and assures us its been done correctly on their end, but it hasnt. This place has scammed others and stolen money before. We are out nearly $1,300 and still had to find somewhere to stay.

  Business Response

  Date: 12/04/2024

  BBB Case #: 22632983
  Hotel Site #: 52284
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ***** ****** at the Hawthorn Suites by Wyndham property in Trinton Fall. There has been a customer care filed and to assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed. If for some reason this concern is not resolved,please contact me directly at ************************************ and I will personally help address the guest's needs.

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

• Initial Complaint

  Date:10/06/2024

  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.

  Date of issue: 9/25/2024 The rooms smell like mold, marijuana, generalized filth and human waste. One room had cockroaches running around the bathroom. Another room had blood spatter in the kitchen, in multiple places. This was reported to the general manager via his email, and Ive been ignored. There were a number of negative reviews on this property very similar to my complaints, which have also been ignored. The hotel is reportedly used By drug addicts, homeless persons etc, and advertised as a family-friendly hotel. At this point safety of those who attempt to stay here in the future is the biggest concern.

  Business Response

  Date: 10/07/2024

  
  
  BBB Case #: 22386279
  Site Site #: 
  Customer Care Case #: 
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Shannon Donnelly. 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 [email protected] and I will personally help address the guest's needs.
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to you because I booked to stay for two nights at this hotel when I got to the hotel they did not allow me to check in because of a virtual card declined. On my end everything was paid for.

  Business Response

  Date: 02/21/2024

  BBB Case #: 21324594
  Hotel Site #: 52284
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by *********************** at the Hawthorn Suites by Wyndham property in Tinton Falls, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before February 26th. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.

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

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,We had made a reservation for a room at Hawthorn Suites By Wyndham in Tinton Falls, **, based on what it was said on the website and pictures of the room. When we got there the room was nowhere near what it was depicted in the pictures. #1.One of the stairs leading to the room had vomit on the first three steps closer to the room door. The other stairs which had no vomit were extremely dark making it very dangerous at night. #2.There were bugs crawling out of the drawer on the night table near the bed. #4. The wood of the headboard of the bed was all chipped. #5.The tub had a rust stain and the drain control k*** was missing and in its place there was a hole full of rusted chipped pieces falling out. #6.There was a stain in the sofa bed and the freezer rack was all rusted. #7.The room was extremely dark despite the 2 lamps in the room. #8.The chimney was all covered in dust. #9. The closet doors were broken coming out of the hinges making it dangerous to be there.I had to immediately try to book another room at the last minute because of the poor unsanitary condition of this room. This was explained to the lady at the check-in, *****. I see that my card was charged despite us explaining this that same night and leaving the premises. We booked this place believing in the reputation of Wyndham and what was portrayed on the website. This was a false advertisement. Honestly, this is a scam. I am requesting a full refund of what we paid. Since we were not able to stay in the room and needed to at the last minute find another place. This info was sent via email to: ********************* General Manager ******************* on the 24 of November. The Email was delivered and this person has never responded.Please help. Kindly,******** *********************

  Business Response

  Date: 12/15/2023

  BBB Case #: 21008241
  Hotel Site #: 52284
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******** ********************* at the Hawthorn property in Tinton Falls, **.
  
  To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before December 17, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  *******
  Liaison, ********************************************** & ******** ****

• Initial Complaint

  Date:10/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the date was august 28th i booked through the booking and was required to pay a deposit I still have yet to get it back $200

  Business Response

  Date: 10/30/2023

  BBB Case #: 20797043
  Hotel Site #: 52284
  Customer Care Case #: ********

  
  Dear BBB,

  
  Thank you for notifying our office of the concern filed by ****************************;at the Hawthorn by Wyndham property in Tinton Falls. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before November 2, 2023. As a company, were committed to delivering a great experience with every stay with us.
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.
  
  
  ******
  Liaison, ********************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservations through Priceline to stay at the Hawthorne Suites in Tinton Falls with my family and dog fro 09/08-09/12/23. When I checked in, I was asked for a pet deposit of $100 in cash. Usually hotels will charge the pet fee. After we checked into the room, and found that it was filthy dirty and smelled like mildew. The property had very sketchy people living there and we did not feel safe-we called Priceline to cancel and get a refund. The person who took my cash pet deposit refused to give my money back even though we did not stay there. This hotel is uninhabitable and should not be offered to the public. The board of health should do *** inspection. And the cash pet fee is a scam and I would like my money back .

  Business Response

  Date: 09/13/2023

  Hello Contact,
  
  
  BBB Case #: 20597369
  Hotel Site #: 52284
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Hawthorn by Wyndham property in Tinton Falls, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before September 16, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  
  
  *******
  Liaison, ********************************************** & *************

  Customer Answer

  Date: 09/19/2023

  
  Complaint: 20597369
  
  I am rejecting this response because the property manager did not reach out to me to even discuss the issue, let alone offer my $100 deposit back. Can you please reach out to them again to provide a response?  Taking a pet deposit in cash and not returning when i cancel my reservation is unethical. I did not stay at the hotel, we cancelled the reservation, shortly after we entered the room. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/28/2023

  BBB Case #: 20597369
  Hotel Site #: 52284
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ************************* at the Hawthorn Suites by Wyndham property in Tinton Falls, **. 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 guest may contact the property management team by calling ************** or via email at *******************.

  Please note our email address has changed. 

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

• Initial Complaint

  Date:04/20/2022

  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.

  These people are complete THIEVES!!! They advertise a much better property and what you get is a DUMP than hide behind a no refund policy!! They are paying their mortgage by RIPPING people off advertising a nice property except it is a DUMP!!! Please consider another place as there are way better hotels in the area. This place is DIRTY and SCARY. They do not care about your experience at this DUMP only MONEY. They will apologize for a bad experience but keep your MONEY!!!I did not like this place at all. I immediately felt unsafe in the parking lot seeing shady characters sleeping in their cars and hanging out in the parking lot. It was quite a walk from the parking lot to the room and not well lit. As I got to my door I was welcomed by a DUMPSTER FULL OF TRASH outside of my door!!! Great view from the door of your "suite". The room and property are very poorly maintained. There was no heat in the room and it was 32 degrees outside. I called the front desk and was told by ********** to come and get 2 heaters. I had just gotten out of the shower and had to walk in my pj's and wet hair outside in the dark to get the heaters as they are not allowed to leave the front desk. I was later told by the manager that they are not a full service property. Which is clearly NOT advertised. I got to the room and plugged in the 2 heaters and low and behold the electricity went out!!!! I had just about had it. ********** suggested to move me to another room. So at 1:30am in wet hair an pj's had to move all of my belongings to another room. I went to the front desk and given the keys with ZERO assistance in finding the new room in the pitch DARK at 1:30am on a HUGE property. I was so upset at that point and walked around for about 30 minutes in pj's, wet hair, at 1:30am on a very dark and unsafe property. I told ********* I wanted to leave and she said she could not authorize a refund only the manager could. So I stayed in the new room which was a slightly better but still very poo

  Business Response

  Date: 04/20/2022

  BBB Case #: 17067766
  Hotel Site #: ??
  Customer Care Case #: ???
  
  
  Hello:
  Thank you for notifying our office of the concern filed by *************************. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.
  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:
  If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.
  
  
  ******
  Liaison, ****************************************************** & Resorts, Inc.
  Office: ************