Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday August 30 at a little past 3pm, I checked into the Wingate at Wyndham motel. I had already booked the room through the Booking. Com app and did an online check-in. I was there for one night and checked out far before the check-out time. There were very few cars in the parking lot and even fewer in the hotel. After check-out and returning home I checked my bank balance and saw an astounding charge of 250$ saying that i smoked cigarettes in my room!!. I didn't and I don't smoke!! I'm a disabled Vet and live on a limited income so this charge will have me deciding whether to eat or have my power cut off!! I called to complain and they said I signed an agreement about the charge but signed nothing!!! Please help!! ??

  Business response

  09/11/2024

  Good Afternoon, 

   

  Complaint ID ********

   

  Mr. ****** booked through ************ As soon as your booking is confirmed you will automatically get a message that we charge $20.00 pet fee and this is a non smoking facility wit a $250.00 fee if you smoke in the room.  Inside the room we found ashes and the smoke smelled horribly of cigarette smoke.

   

  I am attaching to this email evidence.

   

  Thanks

   

  I have screen shot his reservation # with the response that the hotel send to the guest upon booking.  Also you will find his signed registration card because he did pre-pay online but the details about smoking is on that as well.  We also have the ashes that were found in the room.  The room was inspected by a housekeeper, housekeeper inspector, as well as the front office agent on staff that morning.  I’m not sure if he had someone else in the room with him but the room was registered under his name as well as the card on file

   

  We do appreciate his service that he provided for our country.

  Customer response

  09/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The evidence shown was just a breakfast plate with what may or may not have been ashes from a cigarette. This hotel is ripping folks off with this rule in fine print and hoping folks won't fight it. I don't smoke and that picture could have been taken in the hotel's kitchen.  And by the way, I left early that morning and didn't have your breakfast!! 

  Make this right.

  Regards,

  ********* ******

  Customer response

  09/24/2024

  Thanks for your help with this matter. It was recently resolved and the motel credited my bank account the full amount that was taken!

  Again, thanks!!

  Customer response

  09/24/2024

  Thanks for your help with this matter. It was recently resolved and the motel credited my bank account the full amount that was taken!

  Again, thanks!!

*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. ↩