Complaints

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We checked in room 118 Friday 10/14 around 6pm and within 30 minutes of check in we requested a room upgrade and of different room and were told everything was full for the night. We expressed our dissatisfaction with the quality or lack there of of a room by whydam having such poor accommodations but did not want to ruin our anniversary weekend as everything locally was full. Saturday night we got back from dinner around 10pm and our do not disturb sign was on our door that neither I nor my husband recall doing than were immediately disturbed by our bathroom door was locked shut. We immediately called the front desk and I was shaken because now a days you dont know what you will find etc and my husband was able to pop it open right as the employee came and her only response was I dont know what to say thats odd but wasnt me. No reassurance of safety etc. we then needed a plunger for some odd reason and called her back and she handed it to my husband and stated she was dealing with another issue and if he could bring it back down the hall to the left when he wad done. Which he did but again unsettling, poor accommodations, poor house keeping quality, poor sleeping arrangements. Rather than go to better business bureau and write poor reviews everywhere I expressed my concerns to management today. We couldnt even use the coffee maker as you can tell it was not cleaned and with old coffee so we purchased our own.

  Customer response

  10/24/2022

   
  Complaint: 18231251
  
  I am rejecting this response because: I immediately expressed concern upon check in within 30 minutes of arriving and correct we asked for an upgrade were told all rooms were sold out for the night. We then proceeded to say the next day in the evening when our safety concerns occurred we expressed extreme dissatisfaction and was referred to tell management when we check out. We then spoke with a manager during check out and was told to email her pictures and a brief synopsis of what had occurred and said she will call us back within 24 hours and SHE NEVER DID. We called again the monday was told we would get a call back nobody did. Tuesday is when the co owner **** told us he wouldn't help (he was yelling in the background and refused to speak with us) and told us to ******* wyndham and deal with them." I then initiated a claim with Wyndham and case number ******** and dealt with SEVERAL people who even requested I send my BANK STATEMENTS showing charges, and I did, and after having a horrible conversation with ****** from corporate and being told Wyndham doesnt need my business then being offered points the next manager *** said corporate cannot help further and hotel needs to resolve. I have sent alot of documentation and to be told we used accommodations, we had no choice everywhere was booked and we had reservation in town that weekend to go back home. We didnt wait till last minute to say our disstatification and now a week later still dealing with this. I want a refund and would like no further compensation like points or free nights. 
  
  Sincerely,
  
  *****************************

  Business response

  10/31/2022

  Complaint # ********

  I am the manager at the Baymont Inn & Suites in Richmond, IL. I spoke with ******* and her husband when they were checking out of the hotel on Sunday October 16, 2022. They were showing me pictures of the room they stayed in and were telling me about all of the negative experiences they had during their stay. I told them that I would need to look into all of the claims they had and asked them to email us any pictures they had. I never gave a time frame of when I would get back to them. I told them I would check into all of it and get back to them. I apologized and also let them know that in the future, letting us know of any and all concerns right away is a lot more helpful and gives us a chance to fix any problems instead of waiting until checkout. She told me that they did tell the front desk shortly after checking in. We only have one person working at the front desk during a shift so I needed to speak with the two individuals they dealt with and also take time to review the video footage from Saturday night. They told me they didnt want to report anything to BBB and wanted to hear back from me. I agreed. She immediately reported us when they left. I was given no chance to do anything.

  After the couple left, we checked the room for the damages they reported and none were found. I talked with the person who checked them in on Friday October 14, 2022 and was told that they did ask for an upgrade because they wanted a bigger bed. We did not have any king size beds available for their stay. They did not mention anything about the room itself or anything wrong with it. I personally worked on Saturday October 15. 2022 at the front desk from 7 am until 6pm. I never saw them or talked to them at all. I talked with the person who worked the second shift on Saturday October 15, 2022. I was told the couple asked for a plunger and our employee told them they could leave it in their room or put it in our laundry room located next to the front desk. Later the couple reported that they thought someone may have been in their room when they were gone because the Do Not Disturb sign was hanging on their door and the bathroom door was locked. I reviewed the video from that night and saw them leave their room around 7pm but could not tell on the video if there was a tag put on the door. They came back to the room shortly before 10pm and no one entered their room while they were gone.

  ******* called our hotel numerous times. She called Wyndham Corporate numerous times. According to Wyndham, the info she forwarded to them from her bank were blank. She was offered a partial refund from our hotel and points toward a discount or free stay through Wyndham. She declined our offers. She was extremely rude, swore at and hung up on several people between the hotel and Wyndham.

  I feel that we have tried to accommodate this couple the best we could and I dont think it would be fair or right to refund them for their entire stay.  

   

  Thank you for your time,

  Rhiana

  Baymont Inn & Suites

  RICHMOND, ** 60071

  Customer response

  11/01/2022

   
  Complaint: 18231251
  
  I am rejecting this response because: the information provided is VERY inaccurate. 1) I did not report the business "right away" and was told give them a few hours to review etc and she would call back... she NEVER did. I called the hotel later that evening and was told the manager would call back before end of the day she did not therefore I went to BBB on 10/17/2022 AFTER I called again (Monday 10/17/2022) and the manager **** was in the background yelling that I should call corporate, but he would provide no compensation. I have not been rude and actually thru corporate I was only offered points because they said the property was privately owned and again spoke with **** last week and his partial refund was only $30. I also reported issues when we checked in as I have previously mentioned and was told THE ENTIRE HOTEL was full. The plunger incident was not as described, and we were told that we had to take care of it ourselves and then she specifically asked us when done to put it away. The bottom line is accommodations were terrible and I included pictures, I was patient, I have not called numerous times and have not been rude matter of fact your manager **** was completely unprofessional that your front desk representative who is so sweet, *****, she was so apologetic and I declined points as given this experience and lack of resolution almost a month later I will never do business with your company again. 
  
  Sincerely,
  
  *****************************

  Customer response

  11/17/2022

   
  Complaint: 18231251
  
  I am rejecting this response because: The response from the manager is completely false. After she met with myself and husband SHE never followed up. That Monday I was instructed by the owner who was yelling at the front desk girl who was so sweet that I can 

  "google corporate phone number." I was asked to provide to corporate my entire month statement from my bank which made me uncomfortable but I did send NUMEROUS times and have emails to prove if needed that my banking information was all provided 

  with proof of charge then corporate decided to only offer points because this hotel is privately owned and I declined the points as I will not do business with this company ever again. I was then instructed by corporate to call and I spoke with **** the owner 

  who offered me $30 dollars from the $309 amount. I even suggested $200 and he refused and hung up on me. This is extremely disheartening that we are still engaging in compensation discussions given I have emails, pictures, and so forth and you are depicting me to appear disrespectful and as your manager said "abusing free rooms." 
  
  Sincerely,
  
  *****************************

  Business response

  11/30/2022

  See attached document

*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. ↩