Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  This hotel was the WORST as far as cleanliness, they would not refund so we could go somewhere else. There was no housekeeping done, room was filthy, sheets had stains that I was told WE did, other guest smoking weed outside our room, partiers all night long and nothing done about it, this room was gross!!!! They have had over 20 bad reviews in last week alone with the same concerns and issues.stated online there was a restaurant and there was not. I feel like we were held hostage with our money because we were from out of town and they knew we could not afford to just spend extra money and go somewhere else. Expedia got involved and the were told no on the refund because we stayed . . We didn't have a choice and they lied to Expedia about our charges etc.

  Business response

  05/22/2024

  
  BBB Case #: 21747176
  Hotel Site #: 05395
  Customer Care Case #: 07539309
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Scott ****** at the Days Inn property in Destin, FL.
  
  To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before May 26, 2024. As a company, we’re committed to delivering a great experience with every stay with us.
  
  If for some reason this concern is not resolved, please contact me directly at ccspecial@wyndham.com and I will personally help address the guest's needs.
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

  Customer response

  05/23/2024

  
  Complaint: 21747176
  
  I am rejecting this response because: This is not an acceptable resolution to the horrible service we received. Saying you'll give me a 1000 points is ridiculous and frankly absurd. My children were exposed to drugs and filth. My room was never cleaned in 3 days and I was told even if I left I was still being charged. 
  
  Sincerely,
  
  Scott ******

  Business response

  05/24/2024

  BBB Case #: 21747176
  Hotel Site #: 05395
  Customer Care Case #: 07539309
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Scott ****** at the Days Inn property in Destin, 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, if you are looking for further compensation. The property has issued 1000 Wyndham Reward points. 
  
   Once again, we apologize for any inconvenience this may have caused.

  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

  Customer response

  05/24/2024

  
  Complaint: 21747176
  
  I am rejecting this response because:

   

  No one from the property has tried to reach out to me for a resolution, no one from the property has expressed any regrets to the behavior of the night staff agent Nathan. No one has suggested that there will be a fix. 
  
  Sincerely,
  
  Scott ******

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel room through hotels.com for the days inn for one night. I got to the hotel and checked in got to my room with my 4 young children and my room was not clean, it was a health hazard as there was mold growing all over, the refrigerator was rusted and could have cut my children’s hands, there were roach like bugs crawling on the wall by the beds. It was also extremely unsafe as I had multiple people that I did not know knock on my door, the exterior door wasn’t properly sealed and had holes around the door frame and the window shades were broken so these random people from outside were able to peer into my hotel room. I packed up my children and left, I went down to the lobby to check out and request a refund since I had been there less than an hour. I was told they weren’t able to issue refunds and I needed to email the manager. I have since emailed 4 separate times and called once with no response. I am requesting a refund from the hotel and possibly to have someone look into their cleaning standards and practices since the rooms were not cleaned at all and they had a insect problem.

  Business response

  03/20/2024

  
  BBB Case #: 21457753
  Hotel Site #: 05395
  Customer Care Case #: 07267379
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Shanna ******* at the Days Inn property in Destin, FL.
  
  To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before March 23, 2024. As a company, we’re committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer response

  03/21/2024

  
  Complaint: 21457753
  
  I am rejecting this response because: I received a call from the days inn Destin and she told me I needed to call Expedia to get a refund. I did not book the hotel through Expedia. She was not helpful and hung up when I questioned why I couldn’t receive a refund directly from the days inn. 

  
  Sincerely,
  
  Shanna *******

  Business response

  03/22/2024

  
  BBB Case #: 21457753
  Hotel Site #: 05395
  Customer Care Case #: 07267379
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Shanna ******* at the Days Inn property in Destin, 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. The property has until end of day March 23rd to reach out to the guest with a resolution.   

  However, the property has reached out to the guest, copy email below: 

  From: Days Inn Destin [daysinndestin@gmail.com]
  Sent: 3/20/2024 5:16 PM
  To: shannaconlan@charter.net
  Subject: Case# 07267379
  
  Greetings Shanna,
  
  Thank you for contacting Wyndham Guest Assistance.
  
  After careful review of the concerns you expressed in your message, first let me say how sorry I am for the poor level of service you received. It is our goal to provide only the highest level of customer service for all of our guests who choose to stay at one of our Wyndham hotels, and based on the details you provided in your message, we deeply regret that we have fallen short of that goal. Please be assured that we will be sharing your feedback with management.
  
  Upon perusal of the registered case file, I see that the hotel team has acknowledged your concern and apologized for the inconvenience that has been caused to you. They have discussed your concern with the team members for a better customer service experience in the future. As a token of apology, they have issued 1000 reward points to be credited in your Wyndham Rewards account. While I realize that we cannot change your experience, I hope that this gesture goes someway to restore your faith in our brand and reaffirm your confidence in our commitment to the satisfaction of our guests. We want to again thank you for taking the time to give us your feedback as this is how we are able to make changes. We thank you for being a valued Wyndham member.
  
  
  Sincerely,
  Days Inn

  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.

  Thank you,

  Michele

  Liaison Customer Care 

   

  
  

*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. ↩