Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked our stay through ********** for five nights October 18th, 2024 thru October 22, 2024. When we arrived there was an electric sign that said "Free Hot Breakfast". When we were at the front desk there was another sign that said they had lost their supplier and there would be no free breakfast. The electric sign outside continued to advertise the Free Hot Breakfast. After we checked in the television would not work. I called the front desk and someone came and fixed it. Almost immediately after using the toilet for the first time it overflowed. Again I called the front desk and the young lady said she would get right on it. Instead of sending someone to fix it she brought a plunger which I had to use for my entire stay. I asked isn't there someone who can fix it. She said they did not have anybody. I asked if I could get another room and she said no.We had paid for all 5 nights in advance so I went to the front desk and asked for my money back so I could use to to purchase a room elsewhere. I am 73 and on a fixed budget and I have to be careful with my money. The desk clerk looked up my account and said because I booked on ********** she could not help me. I proceeded to try to reach ********** and get assistance. I then went back to.the front desk and asked it she could contact ********** because the hotel had a business relationship with them. She said she would not know how to. Later that night I took a shower and the tub took 20 minutes to drain and I had to stand there til! I could rinse the soap off my feet. I asked for another wash cloth and the desk clerk said they had been stolen. I then asked if I could speak to the owner and she said she lives in ********** and seldom comes.After we return home I went thru ********** and asked for a refund. ********** said the hotel refused. The room was dirty, sheets and towels stained. I would like a refund.

  Business response

  01/14/2025

  BBB Case #: 22681205
  Hotel Site #: 54379
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ****** ***** at the Baymont 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 January 17th. 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 ************************************* & *************

  
  

  Customer response

  01/17/2025

  Complaint: 22681205
  
  I am rejecting this response because:  The communication from the Baymont by Wyndham property manager was at best, not honest, and she only addressed one issue of the many I had.

  She addressed the "Hot Free Breakfast" as the only issue.  She falsely claimed that the breakfast had on a few items on them such as fruit, yogurt and oatmeal.  She tried to say the rate reflected that they had lost there supplier.  When I booked the room it said it had a Free Hot Breakfast and no mention on the booking site of a trade off regarding the rate and the breakfast.

  What she did not address was the fact that I had to use a plunger for 5 days because the toilet overflowed, that they said they had no one to fix the toilet and ignored my request for a new room.  The bathtub would not drain properly and we had to stand in the tub until it drained to wash the soap off of our feet.  The room was dirty and the fabric chair was stained.  The sheets were stained and the towels were stained and we were only given 1 wash cloth because of theft.  The light bulbs in our room were burned out.

  The property manager referenced the electric sign on Highway 34.  She said she was sorry I was disappointed with the sign.  I was very disappointed because the sign clearly said, "Free Hot Breakfast".  Even though there was no free hot breakfast or any breakfast the sign was turned on for our entire 5 night stay.

  Lastly, it was often difficult to reach the front desk.  The front desk people were very often outside the front doors smoking or at the Travelodge next door.

  The manager opened a Wyndham Rewards Account without our permission using my wife's email address. She said she could not give us a refund but instead ****** Rewards Points.

  This is a very unsatisfactory response.

  Thank You,

  ****** *****

   

   

  
  Regards,
  
  ****** *****

  Business response

  01/22/2025

  BBB Case #: 22681205
  Hotel Site #: 54379
  ************* Case #: ********

  Dear Contact:

  Thank you for reaching. Again we apologize for any inconveniences or frustration this has caused you.

  Again, Mr. ****** Wyndham ************* does not have the ability to authorize or issue monetary compensation. This property is independently owned and operated, meaning it is the franchisee's responsibility for their own day to day operations. The property management team acknowledges your frustration and offered apologies along with a gesture of goodwill in the form of Wyndham Reward points. If you do not wish to accept these points, please contact the property directly via telephone at ************** or via email at *************************************************.

  Please know that our office is a liaison between yourself and the property in hopes of opening a line of communication so you can work together to come to a resolution you both agree on. Wyndham ************* is not able to step in and take over this concern and offer a resolution that you are satisfied with. I do feel the property offered you a fair resolution. Again, please work with the property directly moving forward. It is in their own discretion if they wish to authorize and issue any monetary compensation to you.

  Kind regards.

  *******
  Liaison,*************
  ********************** Hotels & *************

  Customer response

  01/23/2025

  Complaint: 22681205
  
  I am rejecting this response because:  The property focused on the least important issue, the free hot breakfast.  There were a number of other serious issues.  I feel a fair settlement would be half of my money back or an additional ****** Wyndham Rewards Points.
  
  Regards,
  
  ****** *****

  Customer response

  01/28/2025

  I attempted to send you three pictures including one of the plunger I had to use for my entire 5 day stay, A picture a the wall lamp with all three light bulbs burned out and the filthy stains on the fabric chair we had to sit in.  I was unable to submit these photos to you because when I did I received the message that there was an error because the website might be down or has moved to a new page.  I believe I already reported to you these issues but I felt it was important to provide these photos to you because the hotel response to you only addressed the hot free breakfast and none of the other issues that were part of my report.

  I you believe these photos would be pertinent to my case I would appreciate it if you could provide me a link to provide these to you.

  Thank You,

  ****** *****

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Upon entering our rooms there was dried urine on the toilet in one room and a literal meth pipe under sink in bathroom. Other room had plastic wrap around smoke detector and a needle on window sill. Contacted front desk I was given a bottle of cleaner to clean urine by myself. And told they have no way of contacting their manager. Took my number and I've still heard nothing. This was absolutely not ok and highly unsanitary. I had to bring my children into a place that disregards the health and concerns of its costumer's

  Business response

  08/05/2024

  The Baymont by Wyndham will not be offering a refund for the Room 215 or ************************* June 2024  Our records indicate, the guest never mentioned any of the matters within this complaint to our front desk.  We reviewed our cleaning logs, and nothing was found.  We also, reviewed our security camera footage, and the guest did not attempt to speak with the front desk or Management to inform us of any issues during their stay.  We have a policy where three staff members walk the rooms for review, prior to a check checking in and all the logs, indicate "clean".  This guest had ample time, while staying for us to correct the issue or for us to move her rooms.  We could also have offered this guest to check out with no penalty, but this guest didn't mention anything during the stay.  The photo of the bag of the smoke detector doesn't indicate anything, for all we know, the guest could have placed it there.  I didn't receive any additional photos with this complaint.  At this time, our hotel is not offering a refund as the guest stayed the whole reservation and did not check out. 

*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. ↩