Complaints

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I made a reservation at this hotel for the night of july 23. When I arrived at around 7 pm, I was asked to sign a document stating the price of the room. They would not allow me to see the room before signing. They did not give me a copy of the document I signed. When I went to the room, I found it to be smelly (cigarette smoke), food bags in the refrigerator, used coffee filters in the coffee maker, surface of desk and other furniture was sticky, upholstered chair was very stained, lampshades were dented, furniture was chipped, walls looked dirty, curtain had holes, blanket had mended holes, When I left the room unused after seeing it and telling the desk clerk that it was unacceptable, he was unwilling to resolve the problem. He would not give me a receipt for the transaction that had been made with my visa including a$100 security deposit. I repeat, I did not use the room. I left the premises after a resolution was not forthcoming. I was not given a receipt. This transaction should be invalid as the business owner falsely represented the service/product. I could not have slept in this room if I tried. The smell was nauseating.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was a guest at the Baymont Inn by Wyndham/Hall of Fame location in Canton, OH from 6/16/22 - 6/19/22. I noted on my credit card statement on 6/23/22, a charge for $400, that I was not aware of. I made outreach to the hotel via messenger on *********** to inquire about this charge and during the time I waited for a response, I also disputed this charge with my credit card, *** ****** ****. I received a reply from the hotel asst. manager, ******* *****, reporting the $400 charge is for "HOLE IN WALL". I outreached to this manager to discuss this reported damage as I am 100% confident that no such damage occurred during my stay. (I have included the attachments to show the correspondences between myself and the hotel asst. manager). I escalated my concern to Wyndham's customer service line and was provided with a reference number for my complaint - #********* I later received an email, once again from ******* ****** hotel's asst. manager. (I have attached that correspondence). I have reported to Melinda that myself, along with the three other guests who stayed in this room, noted the damage to the wall upon our arrival to this room. Melinda continues to falsely accuse my guests and I of causing this damage and as I reported to the manager - the room was not thoroughly assessed between the previous guests' and my stay, as I am verifying by finding the room in the following condition upon my arrival: - cracks and approximately 5" hole in the wall by the guest bed nearest to the bathroom - a black Victoria Secret bra left behind on the floor in the area of the wall near the bathroom - desk and TV stand/dresser top not cleaned -- there were visible water marks from cups and dust - air conditioner vent filthy with dead insects, mold type residue - bathroom with small dark hair in the bathtub and on the toilet tank lid - upon my arrival to check-in I was informed by front desk that no room was ready and I had to wait until after 3pm to check-in due to no room.

  Customer response

  08/16/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Baymont by Wyndham Canton/Hall of Fame regarding complaint ID *********
  Regards,
  
  **** ****

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Me and my husband checked out of this hotel on monday may 23rd, the hotel is now claiming I had a pet in the room and are keeping my 100 dollar security deposit, the pet they are claiming i had in the room is a stuffed animal i won at Dave n busters. The front desk and manager both are refusing to speak to me and will not listen to my side of the story. I requested the security camera footage they claim has the footage of the "pet" i brought in and they refuse to show me, I have filed a complaint with Wyndham corporate but since the hotel is a franchise they said they are limited as to what they can do about this.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  March 18th I arrived and the room (4??) I was given smelled of strong smoke lights would not stop flashing and phone was broken. The moved me to room *** where my son saw a bug crawling across his bed. Tried to get them to come look and they would not. They moved me to *** and we stripped the beds to check for bed bugs I didn't see any. I called several different hotels finding none available we stayed. Heater didn't work tv didn't work q-tips in heater. Tub was not clean. They gave me different remotes to get tv to work but it didn't help. I asked for a full or at least partial refund and they Manager there said they were not authorized to do that and would have someone call me. I have yet to hear from them. Email them pictures of bugs on bed twice. They told me they didn't get first email so I had them type in the email address second time. I have emailed them again today. I just want a refund. Now all my stuff is still not in my house hoping it doesn't have bed bugs in it.

  Business response

  03/31/2022

  UNFORTUNATELY THERE WILL BE NO REFUND AT THIS TIME

  BEING THAT THE PICTURES IN THIS COMPLAINT IS NOT OUR BLANKET 

  WE HAVE ATTACHED A PICTURE OF OUR ACTUAL BLANKET 

  THANK Y0U AND PLEASE REMOVE THIS COMPLAINT FROM YOUR RECORD 

   

  Customer response

  04/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is the same bedding used.  I did zoom in on the bug but clearly is the same thing as their picture. 
  
  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. ↩