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:11/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Wingate by Wyndham Confirmation # ************ Unsanitary conditions Lack of drinkable, potable water, brown substance in water. Odor present in the room Odor present in lobby Room was dirty Tissues were found to be wet at one point and then left to dry and left in room Drinking glasses in room were stain and dirty Phone didn’t work TV did not work. Total lack of management, major language barrier with employee at front desk. Auto immune occupant Staff did not offer and resolution to the situation and still proceeded to charge us for a night after only being at the hotel for about approximately 40 minutes. Desirable outcome is to be refunded for the night.

• Initial Complaint

  Date:10/04/2024

  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.

  Paid for a king suite Sept 5-8th. First night I checked in I was screamed at by the guy across the hall multiple times over the phone for literally taking a shower. Nobody staffed the hotel at night, there was a phone number to call if anyone needed anything. I called the number and got a dialtone. So I went to bed. Spoke to front desk next morning, told them to please tell him to contact the front desk with issues. They said they couldn't stop him from calling me. My jacuzzi wasn't cleaned either, so I asked for a cleaning as we'd be out all day. Came back that night, jacuzzi wasn't cleaned. I was called AGAIN by the guy across the hall and cursed at for simply washing my face. I said sorry we're not doing anything just call the desk next time. Following day (Saturday ) I asked for the jacuzzi to be cleaned AGAIN. I mentioned I was giving the benefit of the doubt and just wanted a good stay for the car show happening that weekend. We went out to breakfast, came back around 1pm housekeeping staff knocked on my door. They accused me of stealing a mattress from across the hall. I said no we only have one mattress that we're sleeping on. I showed them the room from the door, they INSISTED on entering the room to check. After the third ask I let them. No extra mattress. I also realized at this time my headphones had been missing from the room since the previous morning. I asked for the jacuzzi to be cleaned AGAIN. They said they'd send someone, and then never did. That night I was called and cursed at by someone from the front desk for filling the jacuzzi and turning the ceiling fan on, no jets. They threatened to kick me out for baseless claims as nobody was staffing the hotel and nobody confirmed anything. The hotel was also left unlocked and unkeycarded all night and every night. I have followed the complaint process, hotel will not respond or answer calls, and they marked my case as "SPAM". Wynham HQ will not investigate, and I have a recorded call proving this.

  Business Response

  Date: 11/22/2024

  I hope this message finds you well. I am writing in response to the concerns raised by Mr. ******* ******* regarding his recent stay at our property.
  To clarify the situation, the hotel entrances are securely locked overnight, and guests can access the property using their key cards. In the event that a guest enters through the lobby, we have 24/7 staff available to assist. At no time did our staff use any inappropriate language or threaten Mr. *******. We have a dedicated team that strives to ensure a positive experience for all of our guests.
  Regarding the noise complaints, we did receive feedback from other guests staying in rooms across from Mr. *******’s, who reported loud noises and yelling coming from his room. Our front desk staff politely informed Mr. ******* of these concerns and asked that he reduce the noise, especially during the late-night hours, out of respect for other guests.
  As for the claim that his ******* were stolen, it is important to note that our registration card, which Mr. ******* signed upon check-in, clearly states that the hotel is not responsible for guests' personal belongings. We encourage all guests to secure their valuables appropriately during their stay.
  With regard to the condition of the jacuzzi, Mr. ******* did mention the issue to our front desk staff, who immediately arranged for housekeeping to address his concerns and ensure the area was cleaned to his satisfaction.
  We take guest satisfaction seriously and always aim to resolve any issues as quickly and efficiently as possible. However, after reviewing the details of Mr. *******’s complaints, we have found no basis for any compensation or further action.Lastly, Mr. ******* included some photographs of himself, which appear to show him carrying groceries to his car. These images do not seem to be related to his stay at our property, and the food items listed in the photos are unrelated to any of the issues raised. I am unsure how these relate to his complaints.
  Please find attached the registration card signed by Mr. ******* for your reference. As previously communicated to him, his complaints have been thoroughly reviewed, and we are unable to offer any further resolution as they do not appear to be substantiated.

• Initial Complaint

  Date:09/08/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This hotel had the worst type of service ever. It was extremely dirty from the beginning. The bathroom was not clean and fridge continuously leaked all day long. There was water on the floor. I had to call cleaning service to have it cleaned. They didn’t offer a different room saying it’s normal for fridge to leak and it’s common in the other rooms. So we just sucked it up for 2 nights. Funnily, During checkout they charged $200 extra claiming we had food in the hotel. Apparently we can not have food there. I called multiple times to resolve the matter and all they can come up with is that they don’t allow food there. Even though they had microwave and fridge in the room. I have never heard anywhere that you cannot have food in the hotels. When I said this is discriminatory, since this is allowed for everyone else. Then they changed their story by saying oh you cooked food there that’s why. They don’t have a stove how am I going to cook food there?? I would like a complete refund for this harassment. The supervisor was not helpful at all. Everything he was stating was made up so he can charge me. He felt it would be easy to threaten me being a woman and I would back off. I have never been charged in any of the other hotels like this ever. I come to lake George multiple times a year and this guy had the audacity to completely make up a situation so he can charge me. And I was trying to be nice about not complaining about the state of the room when we first walked in. It was so dirty that everyone got pimples from the bedsheets and made us itchy. I’m appalled at their audacity to charge like the way they did. I need a full refund and an apology for this scam that they tried to pull. No other guest should be harassed like that.

  Business Response

  Date: 10/04/2023

  ****** ***** had a reservation for 2 nights at the Wingate By Wyndham Lake George. The guest did not express any concerns to hotel staff in regards to her thinking that her room was not clean to her satisfaction. All hotel rooms are cleaned according to our brand standards and inspected by head housekeeping staff member to ensure the highest quality. If the guest had stated upon check in that she was dissatisfied she would have been given the option to get another room or cancel the reservation. However the guest did not mention any problems upon check in. The guest was not told she can not have food in the room. However the guest was informed that there is to be no cooking in the room. The guest had brought in a portable cooktop and cooked in the room. The guest room in which she was staying in is not equipped to handle cooking or exhaust cooking fumes. Therefore that guest room had to be shut down and out of inventory until hotel staff could get it cleaned up and ventilate it property before renting it out to another guest. Therefore the guest was charged an additional $200 cleaning fee. 

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There are multiple complaints online on yelp regarding how dirty their rooms are. They are providing worst than a motel quality rooms with leaky fridge that drains water all over the rooms. No guest in their right mind will stay in these conditions. We did bring it into their attention about the fridge and the staff mentioned that all the rooms have the same problems. So there was no option to change rooms. All the other hotels were sold out due to Labor Day weekend so we did not have any other options. Also they are accusing of things that did not happen just so they can charge money for their terrible service. Instead of apologizing for their terrible dirty rooms, they are choosing to charge more money. That is not acceptable at all. For a hotel to outright lie and say this happened, is so bizarre. They are completely maligning the name of Wyndham as a brand. People need to be beware of their antics. After reading the reviews online, many other guests have expressed the same concerns. Regards, ****** *****

• Initial Complaint

  Date:08/21/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Upon check in on August 12 both parties occupying 2 separate rooms were told a $100 dollar hold would be placed on the card. 375 dollars was charged to one of the cards. A refund was issued prior to checking out. The following Monday August 14 another $134.45 was charge to the account. Attempts to speak with the hotel were made and the General manager stated it was because the third party booking site charged the card and it would be refunded on the 14th. (Please note the charge was from the hotel according to the bank). 1 hour after this phone call another charge was documented in the account for an additional 241.86. This is now approximately 48 hours after check out. The hotel general manager will not return phone calls and when speaking to others at the hotel they are rude and will not assist in answering questions.