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:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Book hotel room online, due to seeing pet friendly on the website in numerous spots , no where did it say contact directly or no cats on the main page. When checking in did not think I had to clarify as it says pet friendly all over website. April 16 2025, Checked out and then randomly received an additional 50 charge on my card with no notice. Due to unauthorized animal. Multiple staff seen me with my cat and no one said anything. Chose this hotel as it is close to the vet where I take my pet Cat Website should be clear about dogs only and if there are questions about what is a pet there should be a section when filling out how many people clarify if u have pets and what kind.

  Business Response

  Date: 04/17/2025

  BBB Case #: 23214359
  Hotel Site #: 49334
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by **** ******* at the Days Inn property in ******, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation.The general manager will contact the guest on or before April 22nd. 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,Customer Care
  **********************************

  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23214359
  
  I am rejecting this response because:
  I have already spoke to the manager of the business and sent me an email where the dogs only was buried in very small print in a few tabs In The policy. 
  

  from the manager lens it was very much all my fault for not calling and confirming it was a pet friendly hotel. It was also my fault for not going through pages of policy to be sure it was a pet friendly hotel.   There was no consideration from a consumer perspective.  The main page is miss leading and there was no acknowledgement on that behalf. 
  

  I just want my money back for the miss communication and will know for next time to call hotels and confirm, what is perceived on the website is correct. 

   

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

  Business Response

  Date: 04/25/2025

  BBB Case #: 23214359
  Hotel Site #: 49334
  ************* Case #: ********

  Dear Contact,
  

  Thank you for your feedback. Please be assured that we have notified the property regarding this matter. While we recognize that the hotel did extend an apology, it is unfortunate that a satisfactory resolution was not reached.
  As this property is independently owned and operated under a franchise agreement, the hotels management team is solely responsible for its day-to-day operations, including decisions regarding compensation or refunds. They have communicated to ************* that, unfortunately, they are not willing to issue a refund in this case.
  

  That said, we would like to acknowledge the guest, ****, for her loyalty as a Wyndham Rewards member for the past 14 years. We truly value her continued support of ************** & Resorts.
  

  As a one-time gesture of goodwill from *************, we would like to offer ****** Wyndham Rewards pointsenough for one complimentary night at any of our tier 2 Wyndham Rewards properties worldwide.
  

  If the member would like to accept this offer, they may reply to confirm their Wyndham Rewards member number, and we will be happy to deposit the points into their account.
  

  Once again, we sincerely apologize for the inconvenience **** experienced. We appreciate the feedback and hope that future stays better reflect the level of service our guests expect and deserve.
  

  Please note that our email address has changed. Should your office require any additional information regarding this matter, feel free to contact me directly at ********************************.
  

  Warm regards,
  

  *******
  Liaison, *************
  **********************************

   

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  thank you for acknowledging that I am a long time customer, I truly did not do anything nefarious and it was a mistake.  I appreciate working with me. 
  For the ease of the customer I do suggest  it  should be posted on the main page of the website as dog friendly instead of pet friendly  to avoid any misunderstanding.  If there is anything that needs to be pre arranged when booking special rooms this also needs to be in plain site and not buried in the policies.
  Thanks again I will continue to use your chain of hotels as I generally do speak highly of them. 
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was parked outside the room that caught on fire December 2024 it damage my front end I try talking to the manager to see what could be done he wouldnt talk to me every time I call he was not there then the one time I did get to speak to him he was very rude and told me to get a lawyer damage to my car is 3200 and I had to paid ***** to take me back and forth to work it has really been very stressful on me I cant drive my car at night because it damage my headlights I just want to get this issue straightened out thank you ******* ******

  Business Response

  Date: 04/11/2025

  BBB 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
  -    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
  **********************************

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to resolve a complaints against the property located at **********************************************. I called Wyndham and nothing has been done. The property lied and claimed they tried to call me and thats a lie. I have had issues with this manger before shes extremely lazy and unprofessional. I requested that my point be refunded I stayed at this property and my room wasnt cleaned and I requested that my room be cleaned. Below is my reservation number which is 82530EE044501. It shouldnt be this hard to get a resolution and the manager should conduct herself more professional than she do its been a week and no resolution. All I want is for my ****** to be refunded to my account. And if she would check behind her house keepers instead of blaming them this property would be better when the last owner and managers was there this property was much much better than it is now. I want this issue resolved instead of the property manager lying like she tried to contact me I come with receipts no miss call in my call logg nor no voicemail from anyone at this property.

  Business Response

  Date: 12/16/2024

  
  BBB Case #: 22683208
  Hotel Site #: 04838
  Customer Care Case #: ********

  
   Dear Contact:

   Thank you for notifying our office of the concern filed by ****** ***** at the Days Inn property in ************, ***

  Thank you for taking the time to bring your concerns to our attention and allowing us the opportunity to address your needs. We are sorry to hear we did not provide you with an excellent Days Inn by Wyndham experience.  
   As a valued ******************* Wyndham Rewards member, I sincerely hope you will give us an opportunity in the future to extend our usual hospitality.   As a gesture of goodwill for reference number 08619744/22683208 we would like to offer you ***** Wyndham Reward points -- enough for one free night at any of our Tier 1 properties or five highly discounted nights at any Tier 1 ********************* worldwide. 

  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. 
  
  *******
  Liaison, Customer Care
  **********************************
  Office: ************

  Customer Answer

  Date: 12/19/2024

  Thanks even though I should have gotten all of my points back but thanks

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/29/2024

  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 of transaction: 01/07/2024 Amount: ***** Somehow got my card information through Hotels.com and fraudulently charged my card even though there was no one at the front desk to check us in. I have called and spoke with Hotels.com. They have not done anything about this and keep telling me to wait 72 hours. Ive spoken with Hotels.com on 01/08/2024, again on 01/10/2024 and again on 01/29/2024. They said the same thing everytime, wait 72 hours. Both Days Inn and Hotels now owe me a refund. Days Inn for the fraudulent charge and Hotels for not providing the complete service they promise. The delay in a resolution and a refund has me asking for the full refund from both services/companies. (I filed a separate complaint for Hotels.com).

  Business Response

  Date: 01/30/2024

  BBB Case #:21215081
  Hotel Site #: 15134
  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 February 2nd. 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.

• Initial Complaint

  Date:12/21/2023

  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.

  I booked a Room at this hotel for October 13 2023. They refused to give me a ground floor room saying I didn't book on the corporate site correctly for a wheelchair accessible room. They had one room available on the grou d floor that hadnt had the beds made for some reason.They ask me to leave and said they refund the money back to uplift. Uplift never received the refund and has been charging payments for said hotel ******************** corporate office says they have nothing to do with refunds.I need my refund plus late fees and Interest charged on the loan for the room to date.

  Business Response

  Date: 12/22/2023

  BBB Case #: 21043788
  Hotel Site #: 15134
  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. 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 Wyndham experience. 

  To aid us in resolving this matter, please reply with a copy of your official credit card statement showing the charges you incurred. You may also fax the documents to ************ (if you fax the document, please ensure your customer care concern # is written on each page).

  As we do not have access to the property's billing system, we cannot verify the charges. Therefore, we request that guests send us a copy of their statement showing any charges from the property. For your security, we ask that you remove any personal credit card numbers. All we are interested in seeing is the name, the financial institution, and the charges from the hotel.

  When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.
  
  Thank you for your patience in this matter.

  *******

  Liaison, ******************************* and Resorts, Inc.

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Screen shots provide much of the same information but this location is 100% a health hazard and customer service is horrendous. I simply requested to have my reservation canceled as I did not feel safe at this location due to the unclean facility, faulty door locks, being verbally abused by the front desk and the facility being misrepresented when booking. The "nonrefundable" payment is direct theft when the location is 100% unsafe, disgusting and not as advertised. Taking an additional $200 "deposit" that frequently is never returned to customers is theft. I never would have made reservations had I known how absolutely disgusting the location and front desk behavior would be. Being screamed at in the lobby and seeing others treated poorly for basic requirements of any establishment is beyond disgraceful. This is 100% a health hazard - reports of blood on the walls, not being cleaned appropriately, leaks in the entry of the location, non-*** compliant. There is only "one way out" in an emergency (front door) through the lobby. This location absolutely needs to be shut down until it is up to MINIMAL safety standards.

  Business Response

  Date: 12/10/2023

  BBB Case #: 2099667
  Hotel Site #: 15134
  Customer Care Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****************************************** at the Days Inn 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, third party booking company and the guest if looking for a refund.  Once again, we apologize for any inconvenience this may have caused.
  
  As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points - enough for one complimentary night stay at any of our tier 2 properties.  If you have yet to enroll in Wyndham Rewards, you can do sohere:
  
  ***************************************************************************
  
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

  Our sincere apologies for this experience. 

  Kind regards,

  
  *******
  Liaison, ******************************* & Resorts, Inc.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/28/2023, I had a reservation at the Dayss Inn ***************************************************************. Room 216. The plumbing did not work- the toilet was clogged from a previous guest, the sink did not drain, the shower water did not come out of the shower but only the faucet, the carpet was sticky, there was black mold on the ceiling, the television was broken, the curtains did not close, the sheets were not changed and had hair and dried body fluids on them, the room had an odor, the room was filthy. The phone number for the front desk was unanswered, no one was in the lobby. I tried several times to ********* and could not find anyone working there. When I checked out and brought the issues to the Manager and handed him the broken shower ****, he insisted there was no problem. Even the American flag outside was shredded at the bottom and dirty. Worst hotel I have ever been in. Ended up sleeping in my car. It was unsanotray and unsafe. I want a refund. I was charged $95.40 for an unoccupiable room, and also charge $200 for unknown reasons,

  Business Response

  Date: 11/01/2023

  BBB Case #: 20799945
  Hotel Site #: 15134
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for contacting ************** & ******** ************** We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with us and being a partner in our success.
  We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.
  As a thank you for your support, and as the resolution instead of the 3,000 points offered by ************** we would like to apply ****** points to your Wyndham Rewards account. The ****** reward points equals a free night at any of our Tier 2 properties found in most locations.
  
  Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.

  Earn additional points through everyday purchases and other transactions with a variety of program participants, including our Wyndham ************ Card.

  Gain access to your member account 24/7 - to check point balances, redeem rewards and make reservations - simply by visiting www.wyndhamhotels.com/wyndham-rewards.

  
  Please respond to this email advising you would like to be a member of our free Wyndham Rewards loyalty program and we will be happy to establish your account and apply ****** points as our way of saying Thank You for being a loyal supporter of our Wyndham properties.
  
  Thank you for choosing ************** & Resorts!
  
  .
  
  
  *******
  
  Liaison, Customer Care
  ************** & ******** Inc.

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20799945
  
  I am rejecting this response because:
  
  Hi *****, 
  Please note the account of what  happened and my request below.
  I stayed at the Days Inn at ********* ** on 10/28/23. Room 216. The plumbing did not work- the toilet was clogged from a previous guest, the sink did not drain, the shower water did not come out of the shower but only the faucet, no toilet paper or kleenex, the carpet was sticky, there was black mold on the ceiling, the television was broken, the curtains did not close, the sheets were not changed and had hair and dried body fluids on them, the room had an odor, the room was filthy. It was unsafe and unsanitary. The door lock did nto work correctly. The phone number for the front desk was unanswered, no one was in the lobby. I went three times. When I checked out and brought the issues to the Manager and handed him the broken shower ****, he insisted there was no problem. He was rude to me and insisted there  was not problem. The pool was covered in green slime, and there was no continental breakfast or coffee as advertised. The internet did not work, I called Wyndham and was directed to the internet to file a complaint. At no point could I access person to help me. 
  Even the American flag outside was shredded at the bottom and dirty. 
  This was the worst hotel I have ever been in. I ended up sleeping in my car, which was scary as there is a homeless shelter next door.  
  Although your offer of points is a start, I am a Wyndham member which is why I chose one of your partner hotels. I thought it would be acceptable based on my previous experience with Wyndham properties. I am not interested in your offer of a small number of points. I want a refund.
  Sincerely, 
  *************************
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/10/2023

  BBB Case #: 20799945
  Hotel Site #: 15134
  Customer Care Case #:********
  
  I hope this finds you well.
  
  Please accept our apology if the level of service you received on this occasion fell short. We take all guest feedback incredibly seriously, hence why your complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.
  
  Days Inn by ******* located in *********, 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. If your desired resolution is that of a monetary one, you will have to work with that property directly to obtain that. Although I understand your disappointment and frustration, we do not have the ability to influence the property to provide any form of compensation. 
  
  As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points - enough for one complimentary night stay at any of our tier 2 properties.  If you have yet to enroll in Wyndham Rewards, you can do sohere:
  
  ***************************************************************************
  
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  
  Kind regards,
  
  ******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

  Customer Answer

  Date: 11/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Credit my account with ***** points. 
  Sincerely, *************************
  **********************************;
  ******,** 98403
  
  
  Dear *************************:
  
  This message is in regard to your complaint submitted on 10/30/2023 against Days Inn & Suites.  Your complaint was assigned ID ********.
  
  BBB has received a message from the business regarding your complaint. Please review this information below and provide BBB with a written rebuttal. All responses will be copied to the business for their review.
  
  THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON BBB'S WEBSITE. PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION IN YOUR RESPONSE. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your response to remove personally identifiable information and inappropriate language.
  
  Please provide your response within 7 calendar days so as to avoid closure of the complaint as assumed resolved.
  
  Sincerely,
  
  Suwai . 
  Resolutions Coordinator
  
  
  ************************************ 
  *************************

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We attempted to stay with the hotel. Due to finding blood in the sheets, used glasses and an unsanitary living conditions we chose not to stay at the hotel. When trying to leave and asking for a refund of money due to not staying we were meet with confrontation from the hotel manager. Continuously Bering yelled at and harassed. He told us we would get s refund and we left with no proof. Unfortunately we have been trying for the last month to reclaim our moneys with our credit card company with no avail. The pool was broke and many other thanks listed online were not available.

  Business Response

  Date: 09/25/2023

  BBB Case #: 2065808
  Hotel Site #: 15134
  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 September 28, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  
  
  *******
  Liaison, ******************************* & *************

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20651808
  
  I am rejecting this response because:
  I have not heard a response from the Days Inn and cannot personally contact them via phone or email. 
  Sincerely,
  
  *********************

  Business Response

  Date: 10/09/2023

  BBB Case #: 2065808
  Hotel Site #: 15134
  Customer Care Case #: ********

  Thank you for contacting Days Inn by *********************.

  As the reservation was not made through the brand website, our toll-free reservation center or directly with the hotel, we recommend you contact the website or travel agency with whom your reservation was originally booked. The reservation was non-cancellable, non-refundable; therefore, ********************* does not have the ability to authorize the refund. The refund would need to be authorized by the property management team. You may try communicating with the General Manager via email at **********************************.

  We sincerely appreciate your choice of Days Inn by ******* for your lodging needs, and we hope to welcome you again in the future.

  Kind Regards,

  *******
  Liaison, *********************************** & Resorts, Inc.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20651808
  
  I am rejecting this response because:

  when we were in the hotel lobby the manager of the Days Inn told us he would refund us the money, after we asked him for a confirmation on this and printed receipt he then continued to yell at us for no reason. With his aggressive behavior towards my wife and I we were told to leave. And couldnt stay there. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked this hotel room on 8/29/23 $106.46 while booking the hotel on the Expedia site. Once I showed up the hotel took a copy of my husbands and my drivers license. I thought that was odd. Then they asked to put a card down which would be charged a security deposit of $200. I questioned this and was informed I couldnt get my room without paying $200. I was told it would be refunded within 2-5 business days. After 5 days I didnt see I refund. I reached out to the hotel and couldnt reach anyone. I called several times. I called on 7/5/23 at 4:56pm, on 7/6/23 at 2:26pm, 2:38pm, 2:40pm, 2:51pm and 7/8/23 at 3;43pm. Each time I call the phone rings with no answer for several minutes without an opportunity to leave a message. The room we had was was nasty and should be a health hazard. The refrigerator was dirty, we found a lingerie between the bed and night stand, an open condom under the love seat, the ** had wiring sticking out. The only clean areas of the room were the beds and towels. After checking in I started reading the reviews and it appears they are scamming people out of their money. They need the health department to check this place out and return all the money not returned to consumers. I have attached photos of the room just to cover myself since the deposit was so high. Im so thankful I did. I am currently trying to dispute this with my credit card but I believe there needs to be a deeper investigation.

  Business Response

  Date: 09/10/2023

  ************,
  
  
  BBB Case #: 20580240
  Hotel Site #: 15134
  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 September 13, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you.
  
  
  
  *******
  Liaison, ******************************* & ******** ****

• Initial Complaint

  Date:08/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had two bookings with this hotel through Expedia. 1.) On 07/21/23, reservation was made. Itinerary #************** for stay 08/23-08/27. This was unexpectedly canceled when I arrived to the hotel location on 08/23 for check in 2.) On 08/23, after finding out the receptionist said there was no booking and it was canceled, I made another reservation through Expedia, Itinerary #************** 3.) The receptionist confirmed a refund will be issued for the canceled booking. 4.) We settled in the hotel for no more than a few hours after discovering how unsanitary and disgusting the place was. How they are passing regulations and staying in business seems like a complete scam. Upon checkin there was an unexpected $200 deposit that was not mentioned anywhere. Thankfully the receptionist waived this fee, but everything about the staff and environment seemed so dirty and unprofessional.5.) I checked out before 10pm because it was not a suitable place for my children. The halls reeked of urine. Guests were smoking cigarettes and marijuana in their rooms. Furniture were either broken or stained. Linens were not clean. There were blood stains on walls. We had to get out of there.6.) I turned in my room keys to the receptionist and he assured me I would be getting a refund for the remaining days. No one ever answers the phone so trying to get in touch with them to work with Expedia has gotten no where. Expedia is unable to help me with my issue/refund until they can reach the merchant and that has not happened.

  Business Response

  Date: 08/31/2023

  Hello Contact,
  
  BBB Case #: 20546635
  Hotel Site #: 15134
  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 3, 2023. 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.
  
  Thank you,
  
  
  
  *******
  Liaison, ******************************* & Resorts, Inc.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20546635
  
  I am rejecting this response because:
  
  I have not been contacted by the business other than an email stating they will reach out. This has not been resolved.
  

   

   

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

  Business Response

  Date: 09/14/2023

  Hello *******,
  
  BBB Case #: 20546635
  Hotel Site #: 15134
  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, third party and the guest if looking for a refund.
  
  We did send this to our ******************* who have confirmed guest was charged for the one reservation.  Please continue to work with the third party and property for the refund for the second reservation.
  
  We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.
  As a thank you for your support, we would like to apply ****** points to your Wyndham Rewards account. The ****** point equals a free night at any of our Tier 2 properties found in most locations across the world. 
  
  Once again, we apologize for any inconvenience this may have caused.
  
  If you are not currently a member, please respond to this email advising you would like to be a member of our free Wyndham Rewards loyalty program and we will be happy to establish your account and apply ****** points as our way of saying Thank You for being a loyal supporter of our Wyndham properties.
  
  Kind regards,
  
  
  
  *******
  Liaison, ******************************* & *************