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Business Profile

Hotels

Wyndham Hotel Group

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Wyndham Hotel Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Wyndham Hotel Group has 52 locations, listed below.

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    Customer Complaints Summary

    • 49 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:04/29/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      4/25/25 - arrived with 198 kids, 13 staff, 4 bus drivers. Called two hours before arrival to confirm everything was ready. Requested room list so we could organize kids on the bus before getting off to make things run smoother. Hotel refused. We requested text pics or email of room list, hotel refused but said everything ready. Arrived-Rooms not ready, key cards not ready, took over two hours to get kids into their rooms. Once in rooms issued were found and management notified: dirty towels, dirty rooms, missing towels, leaking toilet, clogged sink, electrical outlets and chords hanging out of wall, electrical surges that sparked and burnt phone chord/charger, urine smelling hallway, no lights in stairwell, dirty sheets. We helped to strip dirty sheets from bed and found worse (more dirty disgusting mattress covers), when we removed mattress covers we found stained and dirty mattresses. We requested a change of rooms for the electrical and dirty rooms and rooms with dirty beds. Unfortunately they told us they had no more rooms available so only two rooms were actually moved. The rest of us were required to stay in the rooms with leaking toilet, plugged sinks, and electrical issues. After showering, several rooms had showers that leaked and flooded the bathrooms. Our students felt unsafe, dirty, and we wanted to leave. Unfortunately, with so many of us and arriving after 10pm, not realizing we could not get all these issues resolved or fixed until 1am, we had to stay. We could not wake our bus drivers and load all the students to a new hotel. We requested to speak to the general manager several times that night and was told she would not talk to us. She was on the phone with the receptionist but would not talk to our tour manager or any of us. We requested a meeting at 7am with her and was told she would be here. However, she never showed and we were told she doesn’t work weekends. After more complaints, the manager came in 10mins before we were leaving.

      Business Response

      Date: 04/29/2025



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

      Dear Contact:

      Thank you for notifying our office of the concern filed by ******* *****. Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.

      -  Confirmation number
      -  Exact address/name of the hotel:
      -  Under what name was the reservation booked:
      -  Date of arrival (exact date of stay):
      -  Room number:

      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.

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

      Customer Answer

      Date: 05/01/2025


      Complaint* ********

      I am rejecting this response because:

      We find this offer inadequate and frankly insulting given the extent of the problems we encountered. By our count, at least 22 rooms had documented issues during the stay but everyone was dissatisfied and bothered by the poor sanitary conditions of the hotel, hallways, and rooms. These concerns were reported in real time to your night receptionist, who actively took notes and, as witnessed by three adults, communicated directly with the general manager (******* ******) by phone. Despite this, the general manager refused to take our call, declined to speak with the tour company manager, and failed to provide any support or accountability during the situation. The following morning, the manager failed to show up for the 7am meeting we requested and only arrived as we were loading students to the bus. We were notified by the morning receptionist that ******* would not be coming in as it was her day off, then, about 45 minutes later we were told "she is showering and dressing now and will arrive soon."

      We also have photographic proof that hotel staff was logging these complaints, and the evidence strongly contradicts the assertion that only eight rooms were affected. The lack of responsiveness and good faith effort from management only compounded the challenges we faced.

      We are attaching the original contract for reference. Based on the documented issues, the lack of support from hotel leadership, and the experience our group endured, we believe we are entitled to significantly more than the refund offered.


      Sincerely,

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

      Business Response

      Date: 05/01/2025

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


      Dear Contact,

      Thank you for bringing to our attention the concern submitted by ******* ***** regarding her stay at the Wyndham Garden property in Williamsburg, VA.

      To help facilitate a resolution, I’ve notified the property’s General Manager and initiated a further review of the matter. 

      Please note that our email address has recently changed.

      Warm regards,

      *******
      Liaison, Customer Care
      Wyndham Hotels & Resorts, Inc.

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      July 24, 2024 we booked a room that was advertised at a hotel for one night. Pictures show a clean hotel, clean room, advertised with parking for one car. I have photos from the site showing the rooms they claim to provide. What they provided was much different. When my family arrived, there was nowhere to park, as they had sold the parking spots in the garage to other people. When my husband inquired, they said - oh just park in the street, if it gets towed, we will help you. He parked along the curve in the garage and turned on the dash cams. Then, they went into a moldy, damp, disgusting room, with the inside of of the wall exposed showing mold and wiring. There was sludge coming out of the toilet, which moved. There was nowhere else to stay at this point, in July, at the beach. I have pictures of the room and all of what I have said as evidence. *********** would not help. Wyndham puts their name on any trash now, and wouldn't help. The hotel will not reply. I cancelled the credit card I used because I provided all evidence of fraud, and they would not assist either. We paid **** for a night on damp sheet, breathing mold, with cigarette smoke coming in the cracks of the door.

      Business Response

      Date: 02/18/2025

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

      Dear Contact:

      Thank you for notifying our office of the concern filed by ********* ******** at the ****** ******** in Virginia Beach, VA. 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. If your desired resolution is that of a monetary one, you will have to work with that property and/or the 3rd party booking party with whom you booked with.

      As a gesture of goodwill, we would like to offer you ***** Wyndham Reward points - enough for a highly discounted rate at any one of our Wyndham Rewards hotels worldwide.

      If you have yet to enroll in Wyndham Rewards, you can do so here:

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

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

      Kind regards,

      *******
      Liaison, Customer Care
      Wyndham Hotels & Resorts. Inc.

      Customer Answer

      Date: 02/19/2025


      Complaint: ********

      I am rejecting this response because: I have already been offered Wyndham points - I don't want them.  I know how franchises work, and you do have onus over your franchisees and the manner in which they conduct business. They are falsely advertising and dragging your name through the mud, along with others. I have been staying at Wyndham my whole life, it used to be synonymous with class, my Aunt and Uncle get a few million points every year and we all travel together and stay in beautiful places. Never again and I have shared this with them as well. Shame on your company for allowing this and for so obviously shoving your head in the sand.  See attached where I tried ***********, but they already paid your property. Your franchisee will not respond. Never has. Wouldn't speak to my husband there either. I put this complaint against the property. It has your name on it and you responded. You cannot throw your hands up because these complaints come to you.  I will not let this go, your franchise is ripping people off and falsely advertising. I will take it as far as I have to on principal alone.

      Sincerely,

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

      Business Response

      Date: 02/19/2025


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

      Dear Contact:

      Thank you for notifying our office of the concern filed by Brian/********* ******** at the ****** ******** in Virginia Beach, VA. 

      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, third party booking company where the reservation was made and paid, and the guest. Once again, we apologize for any inconvenience this may have caused.

      If your offices require more information on this matter, please contact me directly at [email protected].

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

    • Initial Complaint

      Date:11/19/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 resided at The **** *** ** ************ ** *rom 11/7/23 until 11/17/24. During that stay I was exposed to mold in several places of the hotel room. When I asked when they would take care of the problem they said that once I leave the hotel from my stay.

      Business Response

      Date: 11/20/2024



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

      Dear Contact:
       Thank you for notifying our office of the concern filed by *** ***** at th* **** *** ******** *n WESTMINSTER, MD.

       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 November 23, 2024. As a company, we’re committed to delivering a great experience with every stay with us.

      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 Care
      Wyndham Hotels & Resorts, Inc.
      ******* ************

    • Initial Complaint

      Date:10/30/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      October 21st 2024 I booked a room for a week at the hotel. When I got here I went to sleep immediately because I work overnight when I woke up I found several roaches crawling everywhere on my food on my clothes on the door even ones that were dead.. I tried to take a shower and the water wasn’t even hot nor like warm October 22nd they moved me into a new room same issues only that I seen a even bigger cock roach the one that flies and the same issue with the water in the bathroom.. October 24th I got moved into ANOTHER room when I got off work at 8 am I’m off that night so I wanted to play my game the WiFi here doesn’t work at all I called the front desk he said he would unhook the router and plug it back in just for it to never work my entire time here October 30th still no WiFi haven’t even been able to play my ps5 at all im up watching a movie and then the tv cuts off …

      Business Response

      Date: 10/30/2024



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

      Dear Contact:

      Thank you for notifying our office of the concern filed by . Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.

      -  Confirmation number
      -  Exact address/name of the hotel:
      -  Under what name was the reservation booked:
      -  Date of arrival (exact date of stay):
      -  Room number:

      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.

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

    • Initial Complaint

      Date:09/21/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 motel overcharged us an when we checked out they told us they over charged us an said they would issue a refund. We have contacted them a few different times an still no refund. Ive attached the receipt that shows the amount they said we would be refunded

      Business Response

      Date: 09/23/2024


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

      Dear Contact:

      Thank you for notifying our office of the concern filed by ****** ******* at the Ramada property in Virginia Beach, 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 26, 2024. As a company, we’re committed to delivering a great experience with every stay with us.

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

      Customer Answer

      Date: 09/30/2024


      Complaint: ********

      I am rejecting this response because: evertime i have called them they said they would return my call. Also this message said someone wld contact me by the 26th or before and it is now the 28th an still have not received any calls from anyone regarding this matter 

      Sincerely,

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

      Business Response

      Date: 10/01/2024



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

      Dear Contact:

      Thank you for notifying our office of the concern filed by ****** ******* at the Ramada property in Virginia Beach, VA. 

      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.

      Our Research Team has advised the below guest was charged correctly. 

      Reservation was originally booked for 3 nights rate of $****** including taxes.
      Reservation was modified to 2 nights rate of $****** including taxes.
      Folio was charged *******

      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.

      If your offices require more information on this matter, please contact me directly at **********************

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

    • Initial Complaint

      Date:09/16/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 writing to formally express my dissatisfaction with my recent stay at Wyndham Hotel in Virginia Beach on Thursday, September 12, 2024 - Sunday, September 15, 2024. My experience was far from the standard I expected from a Wyndham property, and I feel it is important to bring these issues to your attention to ensure they are addressed for future guests. Upon check-in, I was given a room that was simply unacceptable. There were dirty towels and trash on the floor, and the room had a strong, unpleasant seafood smell. To make matters worse, the floor was sticky and clearly not cleaned properly. I immediately brought these concerns to the attention of the staff, and they moved me to another room. However, this room did not include the jacuzzi that I had specifically booked and paid for. Although the management team offered to prepare a room with a jacuzzi for the next day, the situation only worsened. The new room not only failed to meet basic cleanliness standards but also presented additional issues. Once again, the floor was sticky, the bathtub seemed to be sinking in the middle and felt unstable, the television was smaller than in the previous room, and the microwave cord had an electrical short, creating a potential safety hazard. Furthermore, the air conditioning unit emitted a sour smell, and the door lock battery was faulty, which made me concerned about security. As a frequent traveler, I have come to expect a certain level of service from Wyndham properties, and this experience was unequivocally below par. While I appreciate the staff’s efforts to remedy the situation, the conditions I encountered significantly impacted my stay and failed to meet even the most basic expectations of cleanliness and comfort.

      Business Response

      Date: 09/16/2024


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

      Dear Contact:

      Thank you for notifying our office of the concern filed by ******** ******** at the Wyndham Hotels and Resorts property in Virginia Beach, 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 19, 2024. As a company, we’re committed to delivering a great experience with every stay with us.

      If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

      Michele
      Liaison, Customer Care
      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379

      Customer Answer

      Date: 09/16/2024


      ****** ******** ******:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for the moment until they contact me.

      Sincerely,

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

    • Initial Complaint

      Date:09/12/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 writing to file a formal complaint about my recent stay at ****** ******* By Wyndham located at **** ******** *** ************* ** ***** from 30 Aug to 1 Sep 2024, which was marked by multiple issues and a significant lack of response from the hotel management. Below are the details of my experience: Initial Impression: Upon arrival, I noticed several homeless individuals loitering near the back entrance of the hotel, which was unsettling. I witnessed their housekeeping staff entering rooms saying housekeeping, in jeans, tee shirt and baseball caps on. There was no proper work/hotel staff attire worn. Room Conditions: The first room I was assigned was infested with roaches. I immediately contacted the front desk upon discovering this, and they moved me to a different room. Second Room Issues: The second room had a malfunctioning toilet that did not flush properly. Hygiene Concerns: While I was out for most of the day with my two small children, I found a bottle of men's shampoo on the bathroom counter when I returned. I contacted the front desk, and they assured me that no one had entered my room. However, upon checking out, I was informed that the shampoo was used by the cleaning staff, which I find unacceptable. Men’s Dove shampoo is not suitable for sanitizing hotel restrooms. Lack of Response: I requested a call from the hotel manager twice, but received no response. I was only given a Gmail address to contact the manager, which is inadequate for addressing such serious concerns. Due to these problems and the lack of adequate customer service, I am extremely dissatisfied with my stay and will not return to this hotel. I would appreciate your assistance in addressing these issues. I would also like to mention that I am an active duty service member and will be submitting this information DoD to ban service members from booking at this facility. Thank you for your attention to this matter.

      Business Response

      Date: 09/12/2024

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

      Dear Contact:

      Thank you for notifying our office of the concern filed by ******* ******* at the ****** ******* property in Williamsburg, 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 16th. 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 Care
      Wyndham Hotels & Resorts. Inc.

      Customer Answer

      Date: 09/21/2024


      Complaint: ********

      I am rejecting this response because I have not received the *** refund they claimed to have sent. Additionally, their assertion that they emailed me on September 6th is false. This lack of integrity reflects poorly on the organization. Unfortunately, I must decline their offer, as my experience has been consistently disappointing.

      Sincerely,

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

    • Initial Complaint

      Date:08/29/2024

      Type:Facilities Issues
      Status:
      Answered
      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 this hotel the week of 8/18/2024-8/25/2024, I booked a room with a kitchenette to save money from eating out due to spending ******* on a room and a ***** deposit on arrival for “damage deposit” once I got to the room I noticed that they didn’t have not 1 pot or pan to cook with, no plates, no utensils nothing. I tried to find another room for our stay but was unable to do so, I asked for pots and pans from an employee and they looked at me like I had 3 heads! My purpose of getting the room was to save money on dining out, I have tried contacting Wyndham and have gotten absolutely no where. It is not ok to charge for a room with a kitchenette that you can’t use. It was not stated that pots and pans weren’t in the room or unavailable. For a week we received no housekeeping, we had to go everyday to get towels and wash rags, we had to buy a broom and trash bags due to no housekeeping. I’m sending proof that hotels that offer kitchenettes provided pots and pans! I have never been to a hotel that doesn’t

      Business Response

      Date: 08/29/2024


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


      Dear Contact:

      Thank you for notifying our office of the concern filed by ****** ******

       Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.

      -  Confirmation number
      -  Exact address/name of the hotel:
      -  Under what name was the reservation booked:
      -  Date of arrival (exact date of stay):
      -  Room number:

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

      Customer Answer

      Date: 08/30/2024


      Complaint: ********

      I am rejecting this response because:

       

      I spend way more than ****** in food due to not being about to use the kitchen at the hotel, I also had to buy a broom for cleaning and trash bags due to housekeeping being nonexistent or offered

      Sincerely,

      ****** *****

      Business Response

      Date: 09/02/2024


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


      Dear Contact:

      Thank you for notifying our office of the concern filed by ****** ***** at the ********** property in Virginia Beach, VA. 

      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, if looking for further compensation. Once again, we apologize for any inconvenience this may have caused.

      If your offices require more information on this matter, please contact me directly at *********************.


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

    • Initial Complaint

      Date:08/19/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Misrepresentation, on ***** ****** ****** it fails to mention mold in the AC, stairwell and bathroom but does mention this hotel having a pool. I have pics. About this Hotel ***** ******* ***, a water park, is located across the street from this hotel in Williamsburg, Virginia. The hotel features an outdoor seasonal pool and guest rooms with free Wi-Fi. A 42" flat-screen TV including the HBO channel is provided in each room at Wyndham Garden Williamsburg ***** ******* Area. Coffee facilities are also included in these rooms decorated with wood furniture. A well equipped gym is offered at the hotel. Wyndham Garden Williamsburg ***** ******* Area serves a daily buffet breakfast in the Garden Cafe. ***** ******* is 3 miles from this hotel located off I-64. Downtown Jamestown is 11.3 miles away. See Less View All Details & Policies from there ***** ****** ****** website

      Business Response

      Date: 08/20/2024

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

      Dear Contact:

      Thank *** you for notifying our office of the concern filed by ****** ****** at the Wyndham Garden property in Williamsburg, 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 August 23, 2024. As a company, we’re committed to delivering a great experience with every stay with us.

      *****
      Liaison, Customer Care
      Wyndham Hotels & Resorts

    • Initial Complaint

      Date:07/21/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Booked multiple nights at this Ramada Inn, 16th thru the 18th of July 2024. Arrived to discover only one elevator operating. Had to use the stairs to get to the 6th floor with bags. The room I was assigned had ants crawling on the sheets. The bathroom was uncleaned. The entire room smelled of mold, mildew, and lysol spay. my sinuses began itching. The management at the main desk was condescending and ignored my request for a room change. Others were complaining at the front desk also. I requested a refund which was completely denied. since the staff was so unaccommodating that I had no other choice but to take my belongings and leave. I am requesting a complete refund for the three night paid in advance, some $ **************

      Business Response

      Date: 07/22/2024

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

      Dear Contact:

      Thank you for notifying our office of the concern filed by ******* ******** at the Ramada property in Virginia Beach, VA.

      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, the reservation was booked through a 3rd party and it was a full prepaid booking, please have the guest contact the 3rd party directly regarding refunds.

      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]

      *******
      Liaison, Customer Care
      Wyndham Hotels & Resorts. Inc.

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