ComplaintsforAmericInn Lodge and Suites of Appleton
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Complaint Details
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Initial Complaint
12/27/2021
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
We were schedule to fly to ********* to visit my ailing mother in law. I prepaid the hotel a couple of weeks in advance. My husband and I are both fully vaccinated and have received booster doses so we thought we would be safe to travel. We both took PCR tests before travel as a precaution to our fellow travelers and our families just in case. My husband's test came back positive so he immediately went into quarantine. I contacted the rental car, the airline and the hotel to postpone our travel for a future date,, which has not yet been determined. My mother in law is very ill and we need to get there soon to see her. Americinn is the only company that would not allow us to postpone our travel and refuses to give us a credit for a future date. Their website states there are no cancelation fees due to Covid but because I prepaid they stated that did not apply to my reservation and I am now out over $200. We don't even want a refund, we only want a credit for 3 nights, 1 room, at USD ******.Business response
01/21/2022
BBB COMMENT BY STAFF SKW:
She booked through the brand.
She needs to go through Wyndham. Wyndham is the brand she needs to file with. These are prepaid non refundable and anytime they book through the brand they have the option to choose the discounted rates knowing they can't change them. They agree to terms and conditions, she can contact Wyndham
Customer response
01/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[when I contacted Wyndham I was told to contact the hotel directly and the general manager had the ability to credit room for a different date. I didn't even want a refund! Now I would never stay here..]
Regards,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.