Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  The hotel informed me of a $100 deposit for incidentals when checking in. They were insisted on cash, but I made my daughter is a debit card. They told her funds would be refunded in 7-10 days. After all not receiving the funds we called the hotel and we told that they kept the deposit because there was smoking in the room. There was no smoking in the room. The hotel had a bad smell when my daughter checked in and she tried explaining this to the front desk. She was told that she could not be moved because there were no more rooms. I have been trying to reach the manager to receive my refund and he is never available no matter what time you go. He does not return phone calls and the front desk days that they cannot give me any other information or any other number to call with a complaint. They cannot tell me who owns the company either. Only that it's a3rd pay company and they have no control over it.

  Business response

  11/05/2024

  
  
  BBB Case #: 22502848
  Hotel Site #:
  Customer Care Case #: 
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* *****. Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.
  
  -  Confirmation number
  -  Exact address/name of the hotel:
  -  Under what name was the reservation booked:
  -  Date of arrival (exact date of stay):
  -  Room number:
  
  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.
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ************

  Customer response

  11/07/2024

  
  Complaint: 22502848

   

  -  Confirmation number 792645934
  -  Exact address/name of the hotel:*** ********** ******* ******** ***************** *** ****** ****** ******
  -  Under what name was the reservation booked: ******* *****  
  -  Date of arrival (exact date of stay): 10/19/2024
  -  Room number: 216

   
  Sincerely,
  
  ******* *****

  Business response

  11/07/2024

  
  
  BBB Case #: 22502848
  Hotel Site #: 57937
  Customer Care Case #: 08483159
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* ***** at the Days Inn property in Scott, LA.

   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 November 11, 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.
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ************

  Customer response

  11/12/2024

  
  Complaint: 22502848
  
  I am rejecting this response because: I am still waiting on the call from Wyndham. I have not received any correspondence from them.  
  
  Sincerely,
  
  ******* *****

  Business response

  11/18/2024

  
  BBB Case #: 22502848
  Hotel Site #:
  Customer Care Case #: 
  
  Dear Contact:

  Please confirm, name on reservation, exact hotel, check in dates, who you have contacted at the property as well.  The guest has sent in two names ******* ***** with ******** ******* information AND Baymont by Wyndham Screen shot - Is it a Days Inn or the Baymont?  Please send in further information, conflicting information has been sent to Customer Care.  Thank you 
  
  Thank you for notifying our office of the concern filed by Santana Dural. Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.
  
  -  Confirmation number
  -  Exact address/name of the hotel:
  -  Under what name was the reservation booked:
  -  Date of arrival (exact date of stay):
  -  Room number:
  
  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.
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: ************

*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. ↩