Complaints

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  December 23 - 27, 2021. We had two rooms booked for four nights each. Had multiple issues, but main reason was that a shower curtain fell down the first night in room and was never put back up or replaced during our stay with inability to use shower in our room for remaining stay. Many other issues during this time. We tried reaching out while we were at hotel and since our return. Each time we are told that manager is not available, but they take our information and say he will return our calls. He has not and is never available no matter what time of the day or night we call. We want our points back for this stay as it was totally unacceptable and a huge inconvenience. Our room was also left open for an entire day when they did send someone to fix the curtain, but they only took it away and left us with nothing and left our room open and our personal belongings unsecured. This happened on two different occasions. We reached out to Wyndham Hotel chain as well, but they told us to contact hotel directly even though we told them we are not getting a response back from them. They said it has to come from hotel itself to credit our points used for this booking.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/07) */ BBB Case #: XXXXXXXX Hotel Site #: XXXXX Customer Care Case #: XXXXXXX Hello: Thank you for notifying our office of the concern filed by **** and *** *********** at the Days Inn by Wyndham property in Bonita Springs, FL. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. Customer Care has resolved the situation with the guest via a goodwill gesture of 15,000 Wyndham Rewards points. Any further compensation would need to be done directly with the property. Please note our email address has changed. If you need any more information on this matter, please contact me directly at *********@wyndham.com. Brenda Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: XXX-XXX-XXXX Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted Wyndham and received 15,000 of my 60,000 used to book that room (120,000 pts total for both rooms for 4 nights). I was told to contact business directly, which I have been trying to do and am not getting any response back and not getting any help from Wyndham Hotel corporation. 15,000 pts only covered one night, not four that we were without a shower in our room, among all the other issues as well, especially leave our room unsecured on two separate occasions (one for the entirity of the day). We tried to get help while at the hotel, but no one there spoke English, making it very difficult to resolve any issues. They had a kiosk you could talk to, but they were of no help either. Have tried reaching out to owner/operator/manager, but they are never available and asst. manager says he will pass on information and have them contact us back. We have never heard back from them at all. Business Response /* (4000, 9, 2022/04/07) */ BBB Case #: XXXXXXXX Hotel Site #: XXXXX Customer Care Case #: XXXXXXX Hello: Thank you for notifying our office of the concern filed by **** and *** *********** at the Days Inn by Wyndham property in Bonita Springs, FL. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest's comments have made us aware of an instance when one of our properties did not meet a valued customer's 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 property's 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 and the guest. Once again, we apologize for any inconvenience this may have caused. Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com Brenda Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: XXX-XXX-XXXX Business Response /* (4000, 11, 2022/04/08) */ BBB Case #: XXXXXXXX Hotel Site #: XXXXX Customer Care Case #: XXXXXXX Hello: Thank you for notifying our office of the concern filed by **** and *** *********** at the Days Inn by Wyndham property in Bonita Springs, FL. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest's comments have made us aware of an instance when one of our properties did not meet a valued customer's 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 property's 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 and the guest. Once again, we apologize for any inconvenience this may have caused. Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com Melissa Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: XXX-XXX-XXXX

*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. ↩