Complaints

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 7, 2023 I booked a condo for 3 nights at this resort (7 months prior) and put a one night deposit down of $225. The reservation was for May 9-12, 2024 for my sons college graduation. A week prior to the stay, i received a call confirming the reservation and asking if there were any special needs. Then on the Sunday before (May 5) at 8 pm I received an email that my reservation had been cancelled. No phone call and no explanation. This is after we spent the weekend buying groceries for the condo stay in a few days. When I called the property to find out what happened, I was treated very rudely and the front desk staff said there was nothing they could do. At this point all the hotels are either sold out for May 9-12 or the rates are over $500 per night. I then spent the whole next day trying to resolve this issue with no one at Wyndham willing to help. I finally got someone on the notional reservation to use the money I already paid and secure a different location so we could attend the graduation. This reservation was the same price (over $770), but does not have anywhere near the same room size or the amount of amenities as the Wyndham reservation. I left a review on ****** to worn others and the property posted a public reply with number I could call to discuss the issue. The number they posted is not even in service. After reading through the reviews of multiple sites, this seems to be a common occurrence. I did get a front desk manager to admit that they purposely over book the property. I believe they then look at highest revenue reservations and cancel the ones that were booked in advance. This is a very shady business practice and in my opinion should be investigated. When I questioned this business practice, I was told that my issue was a computer glitch.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My partner and I (*********************************) purchased an upgraded vacation membership plan for $26,521 in September of 2023 at Wyndham Resorts in Flagstaff, AZ. This was to elevate our account to 'Platinum Membership', which provides significant benefits with booking costs and availability. Unfortunately, Wydnham Flagstaff created a new account with this purchase rather than merging it into our existing account. Thus we were bumped down to 'Gold Membership' on Jan 1st, 2024.We noticed the lapse in membership status immediately, but were unaware of the different accounts, and believed with time that Wyndham would resolve the issue internally. We finally contacted them on February 29, 2024, and the two accounts were discovered. After several hours of phone conversations, we were told the accounts would be properly merges, thus restoring our Platinum Membership.Our complaint is that during the merging process, our website account has been locked (since March 11th) and we are unable to log on and use the services we paid for. We have made numerous phone calls (20+) and the 14 day promise they made for restoring our web account has long passed. Through numerous promises for returned calls and emails, we are at a loss at how to proceed, and would very much appreciate any assistance the BBB could provide.Our claim # is: ******** IT resolution # is: SAIF69313 Much appreciated,****** and ******

*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. ↩