Complaints

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed here from May 30th until June 3rd when we checked in they asked for $100 cash deposit wich would be returned upon checkout . Come June 3rd I go to check out around 5am because I had to be at the airport for my flight at 8am . I go to the front desk to get my deposit and was told the cleaning lady had my deposit and would not show up until 7am . Wich I found odd but nonetheless I couldnt wait until them or I would miss my flight . The front desk left a note saying i would come pick up my deposit once I returned back from my vacation wich would be a week later . I came in June 11th and I was told my deposit was no longer there that they had taken it away to another office. The gentleman at the front texted his manager about my deposit and I was told it was going to be mailed to me Well it had been almost two weeks so I decided to call for an update, and I was told by another employee that they dont mail out deposit and I asked him if he could get the gentleman that I originally talked to , to call me back wich he never did . I realized I wasnt going to get a resolution with them . I did some research and found out that they have done this to multiple people. I just want my Deposit back.

  Business response

  07/03/2024

  BBB Case #: 21932213
  Hotel Site #: 14966
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for contacting Wyndham Hotels and ********************** On behalf of Days Inn by **********************, I apologize for your experience with the Tukwila, ** property.
   
  Please be advised, this property has ended its affiliation with Wyndham Hotels and Resorts as of April 2024. Please reach out to the property management directly for assistance with your concern.
  
  It is our sincere hope that you consider Wyndham Hotels and Resorts for your future lodging needs.
  
  Sincerely,
  
  *******
  Liaison,Customer ************************************* & Resorts. Inc.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked through a third party provider to secure parking at the business location from July 20 - August 5. When I arrived at the location, I contacted the desk clerk (*******) to confirm parking and get my parking pass. She stated that the front parking location was full but that I should utilize the back parking location "near the trucks." After inspecting the area, I expressed concern that it was in an area of high traffic, exposed, and near a construction area. Additionally, the back part of the hotel was under remodeling. She stated that there were no other locations. Upon my return to pick up the vehicle, I noticed a large crack in the windshield that had occurred during my trip. The driver of the hotel shuttle confirmed the damage and advised that I speak to management as they had insurance for these issues. I took a photo of the damage and went to the front desk, where I spoke with ******* again and let her know of the damage that occurred. She advised me to call my insurance company and refused to contact management other than to give me an email address. I have contacted management through the email twice with no response. On the third email, I provided notice that I would be contacting the BBB and local authorities. The original email with photo is attached to this complaint with a pdf.

  Business response

  08/13/2023

  ************,
  
  BBB Case #: 20462353
  Hotel Site #: 14966
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ********************************* at the Days Inn by ******* property in ***********. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before August 16, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Kind regards,
  
  *******
  Liaison, ******************************************* & *************

  Customer response

  08/17/2023

   
  Complaint: 20462353
  
  I am rejecting this response because:

  i never received any call or response. No communication was made whatsoever. Please follow up.

  
  Sincerely,
  
  ***********************************

  Customer response

  08/19/2023

   filed a previous complaint against Days Inn South Seattle for failure to provide a satisfactory resolution to their duty of care in providing a safe parking facility that I paid for and utilized. Unfortunately, my windshield was broken while I was utilizing their space. I am seeking some sort of resolution that originally was not necessarily rising to the level of paying for the damage. However, now, given the failure of the business to honor its commitment to the BBB to contact me and resolve the issue, I am seeking full payment to replace the windshield as well as a negative rating with the BBB regarding their business. it is not too much to ask for folks to demonstrate common courtesy when dealing with another human being when property was damaged under their duty of care.

  Contact by the business; Repair; Replacement

  Business response

  08/21/2023

  Date Sent: 8/21/2023 6:22:07 AM
  ************,
  
  BBB Case #: 2049587
  Hotel Site #: 14966
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *********************************** at the Days Inn by ******* property in *******, **. 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.
  
  
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer response

  08/21/2023

  Date Sent: 8/21/2023 11:09:06 AM
  

   
  Complaint: 20495857
  
  I am rejecting this response because:

  The business took no action to resolve the issue.  This is a dereliction of their responsibility to ensure quality guest response. Please ensure that the business shows a negative rating and that recommendation is made against utilizing their services.

  Sincerely,
  
  ***********************

  Business response

  08/28/2023

  Hello Contact,
  
  BBB Case #: 2049587
  Hotel Site #: 14966
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *********************************** at the Days Inn by Wyndham property in *******, **. 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.
  Kind regards,
  
  
  
  *******
  Liaison, ******************************* & *************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed while visiting Seattle for the *********************** Eras Tour. Got to the room to find that it hadn't been cleaned. When we tried to talk to the front desk about it, the person working it claiming to be the manager of the hotel began screaming at us, refusing to assist us in any way. Would not have someone come clean it, would not give us clean linens or towels, nothing. We finally got to where we asked for a refund because the person was downright mean. That was also refused. None of the amenities listed for the room were actually present in the room other than the hair dryer, the wifi never actually worked and despite listening free light breakfast there was nothing served.

  Business response

  07/26/2023

  ************,
  
  BBB Case #: 20377283
  Hotel Site #: 14966
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *************************** at the Days Inn by ******* property in *******, **.
  
  We are sincerely sorry to hear we did not provide you with an excellent Days Inn by ******* experience. You can count on our team to help resolve your concerns. To aid me in resolving this matter, please reply with a copy of your full actual credit card billing statement showing the charges you incurred when you receive it, for further review.  We cannot accept screen shots. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
  
  Thank you,
  
  
  *******
  
  Liaison, ******************************* & *************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/30/22-12/2/22 $202.28 Reservation #*****EE003091 Room expectations were only the items listed in amenities and per the pictures posted by the owner on the reservations website. The nonsmoking room had ***** in the bedding and lamp shades are stained from cigarette tar; no coffee maker, hair dryer, or tv remote; 1st fridge was leaking and overheated - cooking the insulin inside. Took 3 calls and over 24 hours later to get another nonworking fridge that never cooled down. Sink didn't work for over 24 hours. Room wiring is bad - cords for the room phone and 2 lamps had to be pulled on in order to work since they were firmly plugged into the wall outlet. Garbage was found from previous occupant. ADA ******** is a fall hazard - water from the shower floods as far over as the toilet without anti-slip strips on a tile floor. No seal around the door and daylight could be seen. Breakfast was only offered in a prepacked brown bag: juice box, yogurt, apple, granola bar, and cookie. The front desk was notified of issues immediately and no suggestion/offer was made to change rooms or put insulin in a fridge in the office. A refund was requested and staff advised only the manager could handle that transaction. Repeat attempts were made to contact the manager and he purposely avoids calls - including scheduled appointments. When contact was finally made, he tried to deny who he was at first and then resorted to acting like a slum lord. I don't feel we should have to pay for the room and replacement insulin.Our pics and charge info vs advertised by owner.

  Business response

  12/15/2022

  Thank you for contacting Wyndham Customer Care.  We sincerely apologize that your expectations of *******'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 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 customers expectations.  This is to advise you that Wyndham is solely the licensor of the Wyndham trademarks and service marks to independently owned and operated Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.  While Wyndham does not own, operate or control this facility, we will notify the owner/operator of this facility of your complaint and convey our expectation that the licensee takes steps to address your concern.   
   
  The licensees contact information is as follows:  
   
  *******************************
  3517 ********************************************** a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night or five highly discounted nights at any ********************* 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.
   
  Again, we thank you for bringing this issue to our attention.
  
  Kind regards,
  
  

  Customer response

  12/22/2022

   
  Complaint: 18573365
  
  I am rejecting this response because:

  We are disabled - hence the ADA **** we stayed in. We initially had to decide whether we were going to spend $100 in gas for 3 consecutive days and drive 2+ hours each way - or use what should have been the equivalent for 2 days' gas for a motel and save the hours of driving. We opted for the latter and brought what should have been enough insulin to last. 

   

  Since the fridge ruined the insulin, we ended up spending even MORE out of our limited budget to replace the medication. A free night doesn't replace missing bill money that I'm having to try and come up with due to a bait & switch scam advertising situation by the hotel management.

   

  Sincerely,
  
  *****************************

  Business response

  01/10/2023

  Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs.
  
  We are sincerely sorry to hear we did not provide you with an excellent  Days Inn by ******* experience. You can count on our team to help resolve your concerns. To aid me in resolving this matter, please reply with a copy of your actual credit card statement showing the charges you incurred, for further review.  For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
  
  Kind regards,
  
  
  
  *******
  Liaison, *************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a room for my travels to Seattle, once I arrived I was given a key and assigned a room, this room was beyond gross, there was blood on the blanket and floor.I was given two keys to check out two more rooms, both the rooms had a very strong odor of mold and cigarette smoke, so I was given another key to what I was told was "newly renovated", this room had a broken mirror, half of it was missing, mold everywhere and so much dirt we would not have been able to take our shoes off, also very strong odor. I went back to the office, was given another key, this room did not have a frame around the door, so if we were outside the room without the deadbolt, you could just use a stick or card to push the door unlocked, the manager came up to the room, he said it would take him some time but he would try and fix it, but then came back with another key for another room, at this point we are 3 hours in trying to get a room that could even be used. The new room was not cleaned, there were roaches, the floor was so dirty we had to lay towels down to walk and the bathroom light did not work at all. I went back to the office, where the manager was standing in the door without a shirt on smoking..... he walked away and I asked the female at the desk if we could just get our money back so we could find another location that had rooms that were ready, she advised she would have to call and see if she could get that worked out and speak with the manager when he got back...... We went to dinner, when we got back I went back to the office..... she was not able to get in contact with anyone as of yet, but now it is getting late and nothing...... so we tried to make the best of a bad situation.....after going to sleep, 2am there are some men at the door trying to break in, I am screaming at them and calling the office and police..... just a little over an hour after that was taken care of, someone else is beating on the door to get in..... I called the office again....I was told

  Business response

  11/11/2022

  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******************************* at the Days Inn by ******* property in *******, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service.

  Customer Care has resolved the situation with the guest via adding ***** ************** points to her account, guest accepted this resolution on October 23, 2022.
  
  If the guest is looking for further compensation, please work with the property directly. 
  
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at *********************.
  
  
  
  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my gf and I stayed at Days Inn by ****** in *******, ** from 6/2021 until 1/2022. during that time we were in 2 rooms. the 1st room (160) we were in had black mold in the bathroom ceiling (we have pictures) so the hotel moved us into the next room (161). on 11/7/21 my gf saw bed bugs in the room. she immediately notified the front office and the handyman (****). **** and the front office said they would send someone--no one ever came. the next morning 11/8/21 i went to office to talk to ******** 'Mo"and they again told me the same thing. we bought mattress protectors, had to get rid of clothes, and do heavy duty laundry. we tried to move out asap but was difficult to do so in the middle of a pandemic. to summerize, hotel room had bed bugs, no one came to check or did anything about it, have pictures of bug bites. I am seeking half of my rent be returned to me for the bed bugs in my room and for the black mold in the other room. i seek $6300 dollars .

  Business response

  11/08/2022

  BBB Case #: 18370998
  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:

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

  Customer response

  11/09/2022

  hello the exact address is

   

  days inn by wyndam

  seattle south *******

  13050 ********** 

  seattle **, 96168

   

  reservation under ***********************************/ *****************

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Details of Stay:Date Of Transaction: 09/10/2022 Amount of money paid: $93.05 Business was committed to provide a nice clean room as per standards set by Wyndham group.Issues / Demand 1. The mold was present all over the place in and around the bath room 2. Curtains had hole 3. Lamp shade had heavy stains 4. Broken Lock 5. Stained and dirty sofa chair 6. WIFI was not accesible 7. No Tea in the room 8. Stained tissue paper holder 9. Chipped sink 10. chipped hardwood floor ( not walkable bare feet )11. TV was not operable at all I demand the full return of the money.

  Business response

  10/03/2022

  BBB Case #: 18154131
  Hotel Site #: 14966
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ******************* at the Days Inn by Wyndham property in *******, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before October 6th. 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 ********************* and I will personally help address the guest's needs.

  *******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  10/10/2022

   
  Complaint: 18154131
  
  I am rejecting this response because: No one from Days Inn OR ************* has reached out to me as stated in response ( Oct 6 ). There has been no solution to my issue.
  Sincerely,
  
  *******************

  Business response

  10/14/2022

  BBB Case #: 18154131
  Hotel Site #: 14966
  Customer Care Case #: ********

  Dear Contact:

  As a one-time gesture of goodwill, we would like to offer the guest ***** Wyndham Reward points -- enough for a highly discounted night at any ********************* worldwide.  If the guest has not yet enrolled in Wyndham Rewards, they can do so here: https://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=

  If the guest wishes to obtain a full refund, they will be required to work with the property directly as customer care does not have the ability to authorize nor issue refunds.

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

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

  *******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner (we share a credit card) ************************* reserved two room at the ****************, ************** South, in **********, for Aug. *****. After we did this, we read the horrible reviews about bugs, mold and crime at this hotel on Trip Advisor, and we decided to cancel our reservation. I called and spoke with a man and asked him to please cancel our reservation, which was made under one credit card. I specifically asked him to cancel BOTH OF THE ROOMS. "We reserved two rooms. Please cancel both of them." That is what I said to the man on the phone. He said, "Sure, no problem. They're canceled." We received a cancellation email, which simply gave us a confirmation number. It did not specify one room or two rooms. It simply said our reservation was canceled. I've uploaded that email here so you can read it. A few weeks later, I see a charge of $447 on my credit card. It seems the man had only canceled ONE room and charged me for 3 nights for the other room. I called 8 times and asked to speak to the manager, ******. He never did call me back. On my last phone call, on Aug. 23, the man answering (**********) said the manager would not talk to me. Days Inn will claim that when I called, I only canceled one room. This is FALSE. I specifically asked to cancel both rooms. They are lying and it would not surprise me at all if they do this on purpose to rip people off. I even called corporate headquarters, and they said that they cannot get involved and that the manager would call me back. He never did.

  Business response

  08/29/2022

  BBB Case #: 17780584
  Hotel Site #: ??
  Customer Care Case #: ???
  
  
  Hello:
  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, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  08/31/2022

   
  Complaint: 17780584
  
  I am rejecting this response because:

  The business requested the following information. I have provided the information below:

  -    Confirmation number: 3663885773
  -    Exact address/name of the hotel: Days Inn, 13050 ******** South, *******, ** 98168
  -    Under what name was the reservation booked: *************************
  -    Date of arrival (exact date of stay): Aug. ***** (but we CANCELED this reservation on Aug. 7, cancellation confirmation number: 323-547510)
  -    Room number: We never received room numbers in either the initial confirmation or the cancellation.
  
  Sincerely,
  
  *************************

  Business response

  09/07/2022

  BBB Case #: 17780584
  Hotel Site #: 14966
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ************************* at the Days Inn by Wyndham property in *******, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before September 12th. 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 ********************* and I will personally help address the guest's needs.
  

  *******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************
  

  Customer response

  09/12/2022

   
  Complaint: 17780584
  
  I am rejecting this response because: It is not a full and complete refund. I canceled both rooms on Aug. 7, well in advance of Days Inn's 24-hour cancellation policy. I should not have to pay for a 'no show fee.' I will accept nothing less than a full refund of $447.55. 

  A partial refund is not acceptable. See attached cancellation confirmation email and account of what happened.

  
  Sincerely,
  
  *************************

  Business response

  09/19/2022

  BBB Case #: 17780584
  Hotel Site #: 14966
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by ************************* at the Days Inn by ******* property in *******, **. 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 adress has changed. If your offices require more information on this matter, please contact me directly at *********************
  
  
  ******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  09/22/2022

   
  Complaint: 17780584
  
  I am rejecting this response because: I was not given my full refund. ******* Hotels is telling me I have work with the Days Inn Manager, when it's clear from all my documentation that I've tried to call the manager, ******, many many times, and he will not take my phone calls. In fact, I believe he has blocked my number as now, when I call the front desk, it just rings and rings. A partial refund is not a resolution and is not acceptable. I canceled 2 rooms well in advance of Days Inn cancellation policy, and only 1 room was canceled. I was then charged for the second room for 3 nights, almost $500. This was a mistake on the part of the hotel, and then they refused to work with me and do the right thing to refund the full amount. BEWARE ALL TRAVELERS: NEVER EVER STAY AT A DAYS INN OR WYNDHAM HOTEL property. What Days Inn did to me was fraud, and they will do it to you too. And then, to make matters worse, their parent company, *************** WILL NOT HELP YOU. They don't back up their brand at all, they just allow the fraud to happen. Horrible company that allows its franchise owners (Days Inn) to run criminal enterprises right under their nose. STAY FAR FAR AWAY FROM DAYS INN AND ALL WYNDHAM OWNED HOTELS. By the way, ******* owns a lot of hotel chains: Ramada, La Quinta, Travelodge, Super 8 and ****** *******. As for me, they have lost a customer for life. I will never stay at any of these hotels ever again, and I urge anyone reading this to do the same.
  
  Sincerely,
  
  *************************

  Business response

  09/27/2022

  BBB Case #: 17780584
  Hotel Site #: 14966
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by ************************* at the Days Inn by ******* property in *******, **}. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property has resolved the situation with the guest via a refund in the amount of $313.54, any further compensation would need to be done directly with the property.
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at *********************.
  
  
  ******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

*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. ↩