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:05/17/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  ********* trip #: ************** Cost: $339.65 Location: Days Hotel by Wyndham Allentown Airport / Lehigh Valley; 3400 Airport Road, Allentown, PA 18109 Dates: May 6 – May 11 General Manager: ******* ***********; Email: ********@dayshotelabe.com I regret to inform you that my experience not only involved severe issues at the hotel itself but also included highly unprofessional and disrespectful behavior from ********* representatives. Upon arriving at the Days Hotel, I was confronted with a multitude of disturbing issues that significantly impacted the quality and safety of my stay. These issues included the presence of bed bugs in the hotel room, bugs on the lamp, blood on the sheets, and the provision of used towels. These unsanitary and unacceptable conditions not only compromised my health and well-being but also violated the trust and confidence I placed in ********* as a reputable travel booking service. Additionally, I discovered a severe lack of security measures at the Days Hotel, as other customers had the ability to open my hotel room door. This blatant breach of security not only left me feeling unsafe and vulnerable but also raises serious concerns about the hotel's duty to protect the privacy and safety of its guests. In an attempt to resolve these issues, I reached out to the general manager of the Days Hotel, who initially promised a refund for the entire duration of my reservation. However, to my dismay, this promise was later redacted, and I was only provided a refund for three days. It is crucial to note that I did not stay at the hotel due to the deplorable conditions and numerous problems encountered. Thus, the partial refund provided by the general manager does not adequately address the inconvenience, distress, and financial losses I incurred as a result of this experience. Furthermore, I am deeply appalled and disappointed by the unprofessional conduct exhibited by ********* representatives when I attempted to seek assistance and resolution for these issues. On multiple occasions, I called *********'s customer service line, only to be met with representatives who consistently hung up the phone and displayed a complete disregard for my concerns. Additionally, I overheard laughter and mockery in the background, which is wholly unacceptable and unbecoming of a company that prides itself on providing customer support.

  Customer Answer

  Date: 06/01/2023

  Complaint ***********
  
  Date Filed: 5/17/2023
  
  Hello,
  
  I was able to get a full refund for this incident.
  
  Warmly,
  **********************

• Initial Complaint

  Date:04/06/2023

  Type:Billing 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.

  My complaint is against the owner *************************************. I am a 15 year ******* Rewards member and stay at their properties all over the *****, ******, Domincan Republic. I stayed at the Allentown hotel the night of April 1st. I was given a room directly outside the gym with noise throughout my stay and I did not complain. I'm a long time ******* customer. I was charged an additional fee of $80 because there was a small amount of makeup left on the pillow case. I want to be reimbursed as this is exorbitant and almost fraudulent to charge a long standing member $80 for one pillow case. I feel this is abusive and fraudulent. My member fee for the stay was $101.33. I was charged $181.33.

  Business Response

  Date: 04/14/2023

  *** **** ** ******** ***** **** ** ***** ******** **** **** ** ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by *************************** at the Days Inn by Wyndham property in Allentown, PA. 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.

  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************
  
  
  
  *******
  Liaison, Customer Care

• Initial Complaint

  Date:11/15/2022

  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.

  checked in 11/10/22 at approx 9p and I had to check out 11/12/22 by 12. The bridal suite I paid for those nights $580.80 was disgusting, old, the staff have poor customer service, the cleaning staff did not clean my room properly and there was stuff that came out the jets of the ******* that made me itch and irritable-thats health code violation. A Fire hazard because there was aluminum foil where the light bulb is supposed to be. And safety codes violated because I almost fell in both tubs and bad because they're broken.

  Business Response

  Date: 11/16/2022

  BBB Case #: ********
  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 Allentown, PA. 
  

  We sincerely apologize that your expectations of Days Inn® by Wyndham’s high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
  The Days Inn® by Wyndham chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customer’s expectations. This is to advise you that Days Inn® by Wyndham is solely the licensor of the Days Inn® by Wyndham trademarks and service marks to independently owned and operated Days Inn® by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility. 
  As a gesture of goodwill, we would like to offer you 15,000 Wyndham Reward points -- enough for one free night{s} or a highly discounted nights at any Wyndham Rewards hotel worldwide.  If you have yet to enroll in Wyndham Rewards, you can do so ***************************************************************************

  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  

  Again, we thank you for bringing this issue to our attention.

  Melissa
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ************

  Business Response

  Date: 12/19/2022

  BBB Case #: ********
  
  Hotel Site #: *****
  
  Customer Care Case #: ********
  
  Thank you for notifying our office of the concern filed by ************************ at the Days Inn by Wyndham property in Allentown. 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 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 *********************
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 12/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:the property manager wrote the following (attached)
  
  Regards,
  
  ************************
  

• Initial Complaint

  Date:07/11/2022

  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.

  Upon arrival, we checked in to our room and smelled cigarette smoke, noticed the lamp was broken and taped, the tv did not work, and there were thick Spackle patches on the wall. We got ourselves settled, and left immediately for dinner. On our way out, The front desk was notified immediately about the smell of smoke, and the lady informed me she would send housekeeping to look into where the smoke was coming from. We left for dinner. Approximately 1.5 hours later, we arrived back at the hotel. Once we got to the room, we smelled a strong smell of marajuana. We also pulled the sheets down and noticed genitalia hair on the sheets. I removed my shoes, and stepped in something wet on the floor. Upon closer observation to the wet spot, it almost appeared as mold coming through the carpet. I called down to the front desk immediately, and they stated they would send someone down to look. After waiting 20 minutes for someone to come, no one came so we went to the front desk and told them we did not want to stay the night and requested a refund. They told me to contact ******.com (who i booked through). I contacted them, and they had to contact that hotel. The hotel manager is refusing to refund me even though i did not stay at the hotel, and also refusing to speak to me. Upon calling the hotel, they answer the phone and place me on long holds averaging 15-20 minutes with no update. When i tried to call back, they would pick up the phone and hang up immediately without saying hello. They are refusing to speak to me and refund me the money for my stay.

  Business Response

  Date: 07/11/2022

  Hello, 

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

  Dear Contact:
  Thank you for notifying our office of the concern filed by ********** ***** at the Days Inn property in Allentown. To assist in reaching a resolution,I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before July 15, 2022. As a company, we’re 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 [email protected] and I will personally help address the guest's needs.
  
  Marsha
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:06/02/2022

  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.

  My issue begin the moment that I had entered the pool with my children it was nasty it was Horse play and it was no rules implemented and there was an issue where a violent action had took place so I took my kids back to the room so I can go ahead and just go to bed and wake up in the morning to take them to the amusement park I pulled my sheets back I seen brown stuff that either looks like candy earwax I’m not too sure but the sheets are white and it was brown so I immediately had called someone to come look and they immediately said no housekeeping would not do that you did that I’m like sir why would I do that can I please get new sheets he took pictures and came back with a new sheets I asked him are you going to make the bed he tossed the blankets and the new sheets towards me and they ended up on the pullout couch which was very rude you could have handed them to me and you could of said i’m not making the bed or there is no housekeeping regardless I did not want to argue in front of my children so I just took the new sheets that he gave me and open up the comforter and just spread it on top of the bed with the mess and just slept on top of the mattress with the new blankets I never made the bed I asked before checking out was my room OK and will I get my $50 deposit back the lady had someone check and she said yes you’re clear you can leave everything‘s OK I checked my bank the $50 was immediately available to me four days later I see $180 debited from my account I called multiple times they were very unhelpful gave me the run around and stated the $180 is for the new sheets I am looking to see if you can help me in anyway I’ve already contacted my bank as well thank you in advance

  Business Response

  Date: 06/21/2022

  BBB Case #: ********
  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 Allentown, PA. To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before June 27th. 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 [email protected] and I will personally help address the guest's needs.
  

  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 07/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The manager didnt get back to me he absolutely doesnt care. I filed the dispute with my bank and WON!! So overall I tried handling with them they were rude and shut me out and they stole from me!! They know they did thats why I was able to get ALL MY FUNDS BACK!!!! I will forever be cautious and I refuse to stay in a hotel using my bank card i might only ever use a prepaid card but years down the line before I pay for another hotel this hotel has made me lose confidence in the customers rights! 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 07/21/2022

  BBB Case #: ********
  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 Allentown, PA. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. 

  We value the opinions of our guests and evaluate each message, suggestion and comment to find out how we can better improve our service to you. We strive to provide services that guests find timely and helpful.

  We appreciate you taking the time to share your experience with us. We look forward to serving you in the future.
  

  Thank you for your interest in Days Inn by Wyndham.

  Melissa
  Liaison, Customer Care
  

  Wyndham Hotels & Resorts, Inc.
  Office: ************