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:01/30/2024

  Type:Service or Repair 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.

  My father (******* *. ******) passed away on Christmas Day 2023 and we held a memorial service for him at LaMalfa on Saturday, January 6, 2024. My younger sisters (***** ******* & ***** ******) had food and drink ordered for the event and were the ones to book the event. The family receiving line wasn't finished until 4:30 pm, and as we went to go get something to eat afterwards, the servers were taking away the food. They said the contract was for the food to be removed at 4:30, however, at the time the contract was signed, Martin ******* had crossed out 5 pm and changed it to 5:30 pm for food removal. The servers were actually rude, a few who couldn't even speak English, and didn't even offer to double check with a manager to make sure. And while we had been told we couldn't have any leftover food, we saw the servers leaving with containers of food when they were done. Obviously the food from OUR event since we were the only ones there. We also ended up using our own AV guy instead of LaMalfa's, but we never received a credit for that. The fact we lost an hour of food time was very upsetting, especially when we spent quite a bit of money, and we feel some kind of credit on cost would be reasonable since we lost an hour of food time. That and the fact several of our family members were treated rudely when they were trying to get something to eat afterwards. Martin ********* reply to my sister's complaint was very rude and he insisted his team didn't take any food home with them......NOT TRUE BECAUSE WE SAW THEM and we were the only event that evening!! He claims they usually condense food trays and bring them back out......this WAS NOT DONE! His rude reply to my sister (which I read) really is upsetting, and the fact we were dealing with my father's death made this even harder to have to deal with. All we are asking is for a credit for the hour we lost on the food order and part of the AV set up since we had our own guy.

• Initial Complaint

  Date:02/14/2023

  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.

  My wife and I held our wedding reception at Lamalfa the evening of December 10th, 2022. We had lengthy discussion with staff regarding the details of the evening. My wife and I made arrangements for the evening based on the discussions we held with staff members. We were counting on certain details that did not happen, and we paid for food and services we did not receive. The same night of the reception my wife emailed one of the hotel managers that we had most recently worked with (Carmella W***) and explained that there were several issues with the evening that we would like to discuss, including not receiving things for which we paid a large sum of money. We made sure the email address was accurate by simply responding to a message that had already been received. After several weeks of no response I called the hotel myself on January 17th. I was redirected by the receptionist and given an email address for Gina M****, a general manager. I immediately sent an email that included a detailed explanation of our frustrations and requested that someone schedule a meeting so we could talk things through. I received a response the same day that stated my email was received and was being forwarded to the owner. Again, after a week with no response I reached out again on the 25th to voice my frustrations and ask that someone please reach out to me. As of today I still have not received a response. I would appreciate a meeting, as well as a refund of the food and services we did receive. This has been a very frustrating ordeal.

• Initial Complaint

  Date:07/22/2022

  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.

  My husband and I stayed at the Wingate on Friday, 7/15. The room was unclean, not stocked with supplies like cups for the Keurig, etc., and was generally uncomfortable, I.e. remote didn’t work properly, loud a/c unit, etc. We had prepaid for the room and were only staying one night so we decided to deal with it. Two days later, however, I noticed a $150 charge on my VISA from this hotel. I called to inquire why and was told the phone was missing from the room. To our recollection, there wasn’t even a phone in the room. I explained we are honest people—we don’t even take the guest samples of shampoo—and why would we take a useless, landline phone anyway? The employee I spoke with was rude, condescending, and made it clear she had no interest in resolving the matter. To resolve this issue, I respectfully request a credit in the amount of $150 be issued to my VISA.

  Customer Answer

  Date: 07/27/2022

  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.
  
  Good morning. I filed a complaint regarding the Wingate by Wyndham in Mentor, Ohio, and responded to a message from the hotel on 7/25/22. I agreed the issue was “resolved” assuming the hotel would actually reach out to me and credit back to my VISA the fraudulent charge. As of yet, I have not heard from the hotel or their representatives, and I do NOT consider the matter resolved. I am so sorry for the confusion. I would also like to point out that I initiated 3 conversations with employees and managers at the property before filing the complaint with BBB—-I got nowhere with those employees and, in fact, was treated rudely and disrespectfully. 

  
  

  Thank you for your help—-I’m grateful the BBB is there looking out for consumers! Please let me know what further steps I should take to keep this case open. 

  
  

  Sincerely,

  ********* *******

  
  
  
  
   

  Business Response

  Date: 07/27/2022

  BBB Case #: ********
  Hotel Site #: 51450
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by ********* ******* at the Wingate by Wyndham property in Mentor, OH. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s 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 property’s 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 [email protected]
  
  
  
  Brenda
  Liaison, Customer Care
  
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379Tell us why here...