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:04/05/2025

  Type:Facilities 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 hotel reservation with this hotel from April 3-9, 2025. Presently, I am still here, but would like a refund due to unsatisfactory sanitary conditions and the failure to meet contract items that were advertised online. No complimentary breakfast, broken bathroom sink, no screen in window, a/c broken, no coffee maker in hotel room, leaky toilet. This reservation was made under *******.***. I would like a refund made to my original form of payment. Thank you for your time and help. Sincerely, ***** ********

  Business Response

  Date: 04/06/2025

  Greetings,sorry for your inconvenience but we will take care of the issue she mentioned here.she has not bring any issue to us.we only offer light break fast.we will resolve all the other issue.Thank you

• Initial Complaint

  Date:10/08/2024

  Type:Facilities 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 a contract nurse that travels for work. I came to this hotel because of the price and cleanliness and safety of the pictures demonstrated on the website. However, it is all false! The staff are unfriendly and rude. They charge your credit card whatever they want! Sunday was 49.96 Monday was 66.96. I’m glad I didn’t stay another night it might have doubled. The lady that works the front desk during the day is argumentative no matter what you ask for or complain about. My door did not lock, the phone, tv, and hair dryer was broke. The outlet for plugs went off when more that one thing was plugged in. The hotel is filthy with roaches however, I did not visualize bed bugs. The towels and washcloths looked like they’d been use in a garage. Tiles were missing from the bathroom floor. The woman and man at the front desk on Monday told me if I was going to be a complaining guest because I told them where I’m a contract nurse my rate was supposed to be 49.96, that they would just place my belongings on the curb after I had already paid and was needing to leave for work! Even though I complained about broken items in the room, a maintenance guy came looked at them, and said they would fix them after I check out. A 100$ cash deposit is required at check in, many customers including myself didn’t get the money returned! Last night when I came to my car the red headed front desk clerk was sitting in a car with two other people smoking marajuana! Run, go anywhere but here!

  Business Response

  Date: 10/08/2024

  Greetings,Thank you for your service but fact is guest had reservation thru 3rd party and for 1 week reservation and when you purchase 1 week they will give you some additional discount but her card decline so as a hotel staff courtesy instead of charge daily rate staff honored the same rate and give her room key next day when she come to extended her stay we did charge her daily rate and she had question regarding this so we told her   that if you are not happy with $59.99 plus tax rate we will give you the refund and she can find another hotel she has sign on registration paper.only complain she did that her T.V. and phone is not working which is we resolved that issue.we have not collected $100 cash deposit from her if she saying that we did took then please provide proof for the deposit and we will gladly return her deposit.please let her know please provide all the proof what she claiming.for the cash deposit we always issue the receipt to the guest we need that yellow receipt if she has gave us deposit.we will wait for it if she will  not provide us we will take strong action against her. and when she checking out she use abusive languages to the staff.Thank you

• Initial Complaint

  Date:09/30/2024

  Type:Facilities 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 booked at room at the Wyndham Super 8 from June 7-9, and when I arrived there were bugs all over the room, flying in the air and in the bed. There were cigarette holes through the sheets, and the room was in very bad shape. I immediately told them I could not stay and turned in the keys and left. I was forced to get another hotel in the area. Despite this, the manager refused me a refund. I have been in contact with Wyndham's support for months and provided them documentation of my other hotel and they keep requesting more and more documents and will not give me a refund. This hotel is not suitable for people to stay in and the customer service is very poor and intentionally refusing to resolve my issue or allow me to get in contact with the correct people. I have never been able to speak to the manager as he is always unavailable. Online there are multiple reviews stating that this location has bed bugs.

  Business Response

  Date: 10/01/2024

  Greetings,she has also complain regarding this at wyndham custmore care. but did not provide any documents. she has a third party pre paid reservation.we can not issue any refund.Thank you

• Initial Complaint

  Date:02/06/2024

  Type:Customer Service 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 stayed at this hotel on January 30-31st. The hotel was unsanitary and incredibly disgusting. Whenever requested to switch rooms we were refused. The owner was rude and out of the way to me and refused to cooperate in a peaceful manner. Even after stating I did not authorize entry, the manager tried entering my room and was behaving in a threatening manner. I wish to be refunded for the money spent on the room. Pictures can be provided on request.

  Business Response

  Date: 02/29/2024

  Sorry for your inconvenience but guest were ******* **** in the room .guest did stayed for 2 nights already they have no issue but when she come to the extend her stay for another 3 nights she had strong Oder of **** so we ask her to wait and I told her that we need check the room at that time she says don't go to the room while I went there and ask to open the room there is lots stuff in the room as well they were ******* **** in the room so we advise them to check out after that they have ruined our room and we have to fix all the issue so sorry but if someone smoking weed in our property we will not help them Thank you for your understanding.

• Initial Complaint

  Date:12/17/2023

  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.

  , the date of the stay was November 19th checking out on the 20th.2023 The original price was $60.43when I got my bank statement it was $70.43. When I got into the first room it was disgusting there were stains on the sheets the bedspread had burn marks on it. So I went to the front desk and requested a different room. The clerk assigned me to a different room so I went took my stuff to that room and went to get me something to eat from a local restaurant. When I got back I checked the room. The sheets on both of the beds had stains what looked like blood and urine. The comforters in this room also had cigarette Burns and after a few minutes I started getting a headache from the smell of cigarette smoke, in what was supposed to be a non-smoking room. I went back to the front desk, had to wait a half an hour for the receptionist to return from wherever, I told her I could not stay in this hotel because it was disgusting, she advised me that a refund would be processed in 5 to 7 days told me to put my card in the bin to which I did show and left the establishment and found another room at a different facility. I contacted Wyndham Hotels they advised me I needed to contact the property for a refund, I have made multiple attempts to contact the property. The first attempt was on Monday November 27th to which I was told to call back on Wednesday and the person would check into it. When I called back on the Wednesday I was told the person I needed to speak to was not there after he told me he would be there to call him. I was told to call back on the 15th of December. I have called multiple times and I get no answer the phone goes to voicemail. When I finally did get an answer the front desk person told me that the manager was not in. I was told to call back on Saturday the 16th of December. I have made several attempts to call the establishment and get no answer.

  Business Response

  Date: 12/26/2023

  WE WILL ISSUE THE REFUND.

• Initial Complaint

  Date:09/06/2023

  Type:Product 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.

  I booked a hotel stay at a **** *** ** ******* ** ************** ** a few months ago for the night of 9/2/2023. The original booking was through *******. When I arrived to check-in to the **** *** ** ************** prior to the event I was attending, I found that the hotel was closed and had been closed for a month. I called ******* hotels and worked with their customer service to try and find a room for the night. Unfortunately, as this was a heavily attended event, the closest room they could find was a Super 8 an hour away in Roanoke VA (booking confirmation attached, note the time of the email). The agent informed me that if ******* were to find me a room closer, to call the Super 8 in Roanoke and cancel the room. ******* was subsequently able to find a room closer. Once that room was confirmed, I called the Super 8 in Roanoke and canceled the booking made through the ******* agent (see attached phone log with number, date, time and call duration). I have subsequently still been charged for the room. I called the Super 8 in Roanoke today. They first claimed that I never canceled. Then they claimed that in order to receive a refund I have to cancel more than 24 hours prior to the stay which would have been impossible given that the emergency booking was made the day of. Plus, I was told by the ******* agent that I could cancel that room if I found a room closer to where I was on **************. The property management at the Suoer 8 inRoanoke has refused a refund

  Business Response

  Date: 09/06/2023

  BBB Case #: ********Hotel Site #: ****1Customer Care Case #: ********Dear Contact:Thank you for notifying our office of the concern filed by ***** ****** at the Super 8 by ******* property in **************, VA. 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 September 9th. 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 ********************* and I will personally help address the guest's needs.**************, Customer Care******* Hotels & Resorts, Inc.

  Customer Answer

  Date: 09/06/2023

  I have reviewed the response offer 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.  Regards, ***** ****** First, the response listed the Super 8 in **************.  This is incorrect, my complaint (which is correctly noted in the complaint) is with the Super 8 in Roanoke.  Next, my expectation is that I receive a full refund for the canceled reservation.  This response is not proving that refund.  I have contacted the property and was hung up on, I have contacted ******* corporate customer service and have been given the run-around.  It should not be this hard to receive a refund for a cancelled reservation… which was made because the ******* hotel in which I had originally booked was shut down and I was never informed.  

  Business Response

  Date: 09/07/2023

  Greetings,sorry for your inconvinace but reservation made my center reservation system. our cancellation policy is 24 hour in advance if agent did not provide right info to the guest that has a nothin to do with the hotel. We were really busy and we have hold the room for the guest entire time.so hotel can not issue any refund. Guest can call the central reservation desk and they might give him courtesy refund. Thank you Manager***** ********

  Customer Answer

  Date: 09/07/2023

  I have reviewed the response offer 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 individual is incorrect and this is also the person who hung up on me.  The individual first claimed that I never called to cancel.  Now that I have proven that I did in fact call to cancel, they have changed their story to requiring a 24-hour notice.  First, it is impossible to have given 24 hours of notification when the reservation was made just after noon the day of the planned stay. If you look at the google reviews for this business, they have a history of not providing appropriate refunds and being rude to customers when those refunds are requested.  In addition, when I called to cancel the room, the cancellation was accepted with no notification that a refund would not be issued.  Once again, I did not seek this property out, this reservation was made for me by an agent of ******* hotels while I was out of town and already at my destination.  The reservation was made after the ******* hotel in which I originally had a reservation to stay in ************** VA was closed permanently with no notification to me.  I did not discover this until I arrived to check-in.  I was also told by the ******* agent that I could cancel the reservation if I was able to find something closer as the Roanoke Super 8 was an hour away.  I am entitled to my refund as I did everything right  Regards, ***** ******

  Business Response

  Date: 09/08/2023

  AS WE SAYS GUEST CAN RESOVLE THIS MATTER WITH CENTRAL RESRVATION SYSTEM.BUT HOTE CAN NOT ISSUE ANY REFUND. Thank YOU

  Customer Answer

  Date: 09/08/2023

  I have reviewed the response offer 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. Central reservation says that the refund must come from the hotel.  1.  I have an email confirmation dated 9/2/23 confirming my reservation that clearly provides the cancellation policy which states that same day reservations have until 6pm to cancel2.  I have a phone log that clearly shows the hotel was called at 4:08 pm on 9/2/23 which is when I canceled.  Despite the cancellation, the hotel, against the stated policy improperly and fraudulently charged my card.  The hotel first stated that I did not cancel.  I have proven that I did via the provided phone log.  The hotel then stated that their policy is that you have to cancel 24 hours prior to your stay. I have proven this also incorrect by providing the booking email with the stated cancellation policy which I abided by.  Now the hotel just says they won’t provide a refund.  As previously stated, ******* corporate says that the hotel needs to provide the refund.  Their excuses and story continue to change yet mine remains constant and true.  This case is clear and I do not understand why this business chooses not to do the right thing and issue a refund.  However, I am prepared with the evidence I have to do what it takes to get my refund.   Regards, ***** ******

• Initial Complaint

  Date:08/22/2023

  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.

  The date I paid for my reservation with this motel is 7/1/23. I made the reservation thru ******* and paid $57.26 for a one night stay on Saturday, 8/19. When talking to the clerk at the check in I was told to show an ID and Credit Card. I only had a debit card an a little over $50 on me at the time. I wasn't aware of the policy of a $100 deposit fee that I had to pay when arriving as the guest in front of me in line was having the same problem that I was. I think this policy is misleading and unfair for a business to run. I contacted ******* when I returned from my trip and they contacted the Motel but I got no refund from either. I wound up staying at another motel in the area. I have stayed at many motels in my years but never with this kind of policy. I thought a reservation guarenteed you a room but I guess not ? I think the public should be made aware of this way of business managment. I only wanted a refund. -****

  Business Response

  Date: 08/22/2023

  Hello Better,BBB Case #: ********Hotel Site #: *****Customer Care Case #: ********Dear Contact:Thank you for notifying our office of the concern filed by **** Wood at the Super 8 by Wyndham property in Roanoke. 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 August 25, 2023. As a company, we’re committed to delivering a great experience with every stay with us.Kind regards, **************, Customer CareWyndham Hotels & Resorts, Inc.

  Business Response

  Date: 09/07/2023

  GREETINGS,sorry for inconvinace but guest has a pre paid reservation which is non refundable or non-changeable reservation. Guest has book the reservation thru third party and there is info that hotel require incidental cash deposit. We ask guest to provide credit card or $100 cash deposit. Guest don't have non of them.so we are really sorry but we can not issue refund. Guest has already put the complain at wyndham  head quarter regarding this but our answer was the same. Thank you                  Guest can ask for prepaid reservation policy to the third party reservation provider.manager***** ********

• Initial Complaint

  Date:08/17/2023

  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.

  Made hotel reservation via ********* 8/13/23 for 8/14/23 one night stay @ Super 8 ******** *** ******** **. Upon arrival $100 incidental fee required - desk manager refused using a card-only wanted cash which he placed in a zip lock bag. Asked for personal info verbally with others in close proximity. Room wreaked of extreme odor of cleaning /disinfectant(?) that made it difficult to breathe. Opened window - no screen. Live roach on top of the desk! I immediately called ********* to cancel reservation. Desk clerk returned $100 but refused to return my room fee. ********* is still not able to get my money refunded. I should not have to be penalized financially for refusing to stay in an unsafe environment. The owner(s) of this hotel (&any others they have) should be made to rectify these unsafe issues.

  Business Response

  Date: 08/18/2023

  Hello Better,BBB Case #: ********Hotel Site #: *****Customer Care Case #: ********Dear Contact:Thank you for notifying our office of the concern filed by ******* ****** at the Super 8 by Wyndham property in *******. 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 August 21, 2023. As a company, we’re committed to delivering a great experience with every stay with us.Kind regards, **************, Customer CareWyndham Hotels & Resorts, Inc.

• Initial Complaint

  Date:03/04/2023

  Type:Customer Service 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 checked into the super 8 **** ******** ***** ******** ******** *****; on March 3rd to March 5. Honestly I had just had surgery so I booked a mobility room. On the morning of March 4th. To ask for an extra pillow bc of my surgery and they only give you two skimpy pillows. She said for towels I had to bring my dirty towels back. So I did and bc there was a spot of blood in them she immediately became rude and raised her voice at me and said there is blood on these towels I’m taking 50 out of your deposit. Then she said in a raised voice “Are your sheets bloody too?” I was like no. I told her I would wash the blood out the towel which is probably a 1.00 towel and was rough. I left and came back I apologized for the misunderstanding and ask to speak to her manager whom she was in the phone with. She threatened to call to cops on me for asking to speak to the manager and saying can I just have my towels she refused to give me any more towels. Then her manager said she had the “right” to talk to me like that and they was obviously related or in a relationship bc on her phone she had a heart by his name. So UNPROFESSIONAL! I can’t believe I was spoken to this way. The hotel was less than in good condition upon check in they didn’t even give me any wash cloths. The chair had stains on it. The bathroom had cigarette burns and this is a non smoking room. The bed linen had cigarette burns. I have attached pictures. How this women thought she had the right to talk to me like this over a spot of blood and I have a medical condition and just had surgery is ridiculous. Especially considering the condition of their hvac system that doesn’t work properly and started smoking in the middle of the night. This establishment needs hospitality training and needs to make sure they have a safe hvac system. Another weird thing is they take cash deposits. This day and time you can’t even check into most hotels with cash.

  Business Response

  Date: 03/05/2023

  Greetings,sorry for your inconvinace but we have provide her pillow right away. Then guest ask for new towels so front desk said please bring dirty towels and I will replace with new towels .she gave the towels without letting front desk know that there is blood in the towels. Upon checking the towels front desk found blood stain so front desk told guest that it will occurred incidental charges. Who is the manager related to the front desk that's not guest issue. blame  on front desk  unprofessionalism just putting the heart on next  to the name. instead of that what have you done with front desk without letting her know give her towels with blood stain. that is complete wrong practice done by the guest. every hotel is a different policy. guest did not have to teach us how to run our  business.  if guest not like this facility they can book  next time better hotel. sorry but incidental charges will occurred. we have attached the pictures. also guest after that offered us to the wash the towels outside.so she will not have to pay incidental charges. guest has not check out the hotel yet.manager***** ********

  Customer Answer

  Date: 03/05/2023

  I have reviewed the response offer 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.I feel discriminated against by the hotel staff and their accommodations was not that great to have treated me this way. It was more about the way she talked to me instead of the charge. I offered to fix the towels or replace them. So it was more about her attitude! The way I was embarrassed and yelled at. I expect to be compensated for the discrimination and the way the situation was handled.  Regards, ******* ******** 

• Initial Complaint

  Date:09/27/2022

  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.

  Date: September 3, 2022 Amount: $78.60 US Confirmation No.: ********  The business committed to providing me with a clean/safe place to stay the night. Instead, we were met with a very dirty hotel room, sheets not clean, bathroom gross, smell of smoke (in a non-smoking room) and multiple cockroaches everywhere (pictures attached). We left and had to pay for another hotel for September 3. The business was to process the refund on September 4th. Still has not been processed. No answer at hotel or to my email. I finally got through on September 27th and they said I must call *******. ******* says it is up to the hotel to process the refund. We could not stay as it was a health and safety concern (exterior doors unlocked to anyone, dirty room, cockroaches).

  Business Response

  Date: 09/27/2022

  BBB Case #: ********Hotel Site #: *****Customer Care Case #: ********Dear Contact:Thank you for notifying our office of the concern filed by ***** ********* at the Super 8 by Wyndham property in *******, **. 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 September 30th. 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 ********************* and I will personally help address the guest's needs.*******Liaison, Customer CareWyndham Hotels & Resorts, Inc.Office: ************

  Business Response

  Date: 10/28/2022

  we have already issue the credit on 009/28/22 on card ending visa 1339.we have issue credit for$79.65.i am not sure why guest is still complaint. thank you manager vimal bharucha