ComplaintsforDays Inn by Wyndham Spokane

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 4th 2023 we checked into the Days Inn in Spokane WA. I booked the room through a online hotel finder app. When I got there first I found out pool and fitness room were both closed with no mention of it when I booked the room wasn't a huge deal we just wanted to get some rest anyway. Then came the one that should have made me run they asked for a $250 deposit on the room. There was no mention of any deposit up to this point much less a deposit 3x the cost of the room, but we were there it was a holiday so there weren't a ton of rooms to choose from and we were exhausted from our day. This is the best part we were there because at 4am that morning our house caught fire and we lost everything and I explained that to the gentleman at the counter upon check in. But anyways I paid the deposit we went in cleaned up a bit and went to sleep, got up the next morning and left handed the lady at the front counter out key cards she thanked us and we left. I'm used to the pending charge on my CC taking up to a week to fall off and the money going back into my account. Well on July 6th the charge went through, which means they decided to keep my deposit. When I call to ask about it I get I don't know or hung up on or no answer at all. I want my deposit back as we did nothing.

  Business response

  07/10/2023

  Good Afternoon ****,

   

  I apologize for the miscommunication of how our deposits work. Once we post the deposit to your card it will post as a Charge on your account. The day of checkout we will refund the deposit which can take 3-5 business days for a debit card or **** business days for a credit card; depending on your bank. I have attached a copy of your folio which will show the charge and then the refund posted of the $250 deposit. I hope this can resolve the issue and help the bank speed up the process for your refund. My apologies again for the delayed refund. Thank you for staying with us and I really hope your next stay is under better circumstances and that your family and home are doing well. 

   

  Have a wonderful evening!!

  ************;

  Manager

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I booked a non-refundable room online with this hotel, via Expedia. When I arrived to check in, I was informed that the hotel was going to charge my credit a $50 security deposit. Nowhere was this fee disclosed when I booked my nonrefundable room. I also check the Wyndham booking website and this fee is not disclosed there either. I was told it may take up to a week for this security deposit to be refunded to my credit card. This is an unethical and probably illegal business practice. I had spent 3 nights at another hotel this week in Spokane Valley, and they did not charge the fee. To charge with fee without having disclosed it in advance is a form of bait and switch in my opinion which is an illegal practice. I was also told if I was a citizen of Spokane, I would have to pay a $250 deposit! I am deeply concerned that this fee is being charged without first making sure customers are aware of this practice PRIOR to booking the room. My room was nonrefundable or I would have left. I certainly never would have booked the room. I have also contacted Wyndham corporate to try to determine if this a local one hotel policy or a corporate scam,

  Business response

  05/30/2023

  Dear ***************,

  
  I hope this email finds you well. I wanted to personally address the concerns you raised regarding our hotel policy during your recent stay at the Days Inn. We appreciate your feedback and take all guest concerns seriously, as it helps us improve our services and better meet the expectations of our valued guests.
  Firstly, I would like to apologize for any inconvenience or dissatisfaction you experienced due to our hotel room deposit policy. We understand that policies can sometimes create challenges for our guests, and we sincerely regret if this impacted your stay negatively.
  

  We continually review and assess our policies to ensure they align with industry standards and provide the best possible experience for our guests. However, we also recognize that there may be instances where individual circumstances warrant flexibility. Your feedback has been duly noted, and we will revisit our policies to see if any adjustments can be made to address the concerns you raised.
  

  Your comfort and satisfaction are of utmost importance to us, and we genuinely appreciate you bringing this matter to our attention. As a valued guest, we strive to make your stay as pleasant as possible, and we regret if we fell short of your expectations on this occasion due to the room deposit policy.
  If you would like to further discuss your concerns or provide any additional details, please do not hesitate to contact me directly at the Days Inn, Spokane. I am personally committed to ensuring that we address your concerns and find a suitable resolution.

  
  Thank you again for taking the time to share your feedback. We value your patronage and hope to have the opportunity to welcome you back to Days Inn in the future.

  Customer response

  05/30/2023

   
  Complaint: 20106985
  
  I am rejecting this response because: The response to my complaint appears to be a form letter for all different types of complaints this hotel receives.  It does not address the specific reasons for my complaint.  First, and foremost, the security deposit this hotel charges against its customers cards is not revealed to customers when booking rooms.  It is an industry norm for hotels to pre-authorize a card for incidentals during a stay.  This is not a pre-authorization but a charge placed against a customers card.  There was no specific form provided explaining this charge, which is my second major complaint.  Just we are going to charge your card $50 as a security deposit.  Again, I strongly state, this is an unethical business practice.   Hotels should not be allowed to make these charges without first explaining the charge to the traveler clearly for all online (or any other type) of booking, and second, the charge terms should be explained and furnished in writing at the time of the charge.  
  
  Sincerely,
  
  *******************

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