Complaints

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was at the hotel from October 19 thru the 26. I was charged an additional 50 deposit on top of my reservation. Room was nasty and not cleaned, had to be moved to another room and it was bug infested. Still arguing with them to get my security deposit back because now they claim they don't see it. They also never provided breakfast which they advertise they do.

  Business response

  11/01/2023

  
  
  BBB Case # ********
  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
  -     Hotel name:
  -     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 ********************* and I will personally help address the guest's needs.
  
  .
  
  
  
  Michele
  
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Business response

  11/02/2023

  Hello Better,
  
  
  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ********* ***** at the Ramada by Wyndham property in Pikesville, MD. 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 4, 2023.  As a company, we’re committed to delivering a great experience with every stay with us.

   

  Please send in your correct phone number as well, a number was missing. Thank you 
  
  Thank you,
  
  
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer response

  11/07/2023

  I sent a reply and sent an email which I can provide. The issue has not been resolved. 

  Business response

  11/07/2023

  Hello Better,
  
  
  BBB Case #: 20810081
  Hotel Site #: 10580
  Customer Care Case #: 06657133
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ******* ***** at the Ramada by Wyndham property in Pikesville, MD. 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. The properties are independently owned and operated we do not have access to their billing information.
  
  Once again, we apologize for any inconvenience this may have caused.
  
  Thank you,
  
  
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer response

  11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I've tried talking to the management and they lied about not charging my card for a deposit. I even should them bank statements and would not return my money. They stole money and lied to my face about it. 
  
  Sincerely,
  
  ********* *****

  Business response

  11/09/2023

  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* ***** & Berrinice Smith at the Ramada by Wyndham property in Pikesville, MD. The property has updated the case with the note below, please work with the property.  Our Research Team has advised as well they found no charges/holds for incidentials to this guest from the property. 
  
  Hello we would really like to send our deepest apologies for this ongoing situation. Our GM has tried to reach out the guest although the phone number we have was not correct. If the guest could please stop by our property we can definitely compensate him for his trouble. Thank You
  
  Thank you,
  
  
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited this location after making a last minute booking due to death in the family. I booked the reservation on daybreakhotels.com as I only needed the room for a few hours. I received confirmation email that the reservation my arrival time was 9AM (8AM-2PM reservation). When I arrived on Sat June 11, I was informed by the front desk that there was no reservation on file. I showed her proof of the reservation and she stated again there was no reservation. I contacted the company I booked through and they requested the phone number for the front desk. I asked what would be the next option. I was informed that they had rooms available but there would be an early check in fee and I had to pay full price. The company contacted the front desk and spoke with the front desk attendant and explained there was a contract held between both companies regarding the bookings. I waited at the front desk for over 30 minutes with the hopes of getting a resolution. I was informed that I had to pay full price for the room but I would not be charged the early check in fee as this was not an error on my end as an accommodation. I accepted, grateful, and checked into a non smoking king room. The room was not cleaned, towels and food throughout the room and bed was not made. I went down to report the issue and was told that only smoking rooms were available. I accepted as now it had been over an hour since my check in time. I went to that room and the key did not work, it was raining and the room was far from front desk. An employee walked past and allowed me into the room. This room was not cleaned, completely unsanitary which is disgusting as COVID is still very much present. When attempting to take a shower, the water was brown. I checked out within two hours of my arrival time and found my card was charged for the early check in fee. I was never provided with a receipt. I contacted the front desk three times in the last week to speak with a supervisor and never received a call back

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/06/27) */ BBB Case #: XXXXXXXX Hotel Site #: XXXXX Customer Care Case #: XXXXXXXX Dear Contact: Thank you for notifying our office of the concern filed by ******* ***** at the Ramada property in Pikesville, MD. 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 June 30th. As a company, we're committed to delivering a great experience with every stay with us. Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at *********@wyndham.com and I will personally help address the guest's needs. Melissa Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Office: XXX-XXX-XXXX Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) None of my concerns have been addressed, I received a blanketed response from the general manager of the location that addressed none of my concerns, it did not even address me by name. I want a full refund from this location due the concerns I mentioned and continued lack of follow regarding the failure to disclose charges before taking payment, failure to provide a receipt and the unsanitary conditions of this location which is a health violation. Business Response /* (4000, 9, 2022/06/30) */ BBB Case #: XXXXXXXX Hotel Site #: XXXXX Customer Care Case #: XXXXXXXX Hello: Thank you for notifying our office of the concern filed by ******* ***** at the Ramada by Wyndham property in Pikesville, MD. 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

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/18/22 I prepaid the amount of $160 for 2 hotel rooms for family at the Ramada by Wyndham in Pikesville, MA . The reservation was booked through a 3rd party website called Hotels.Com . I believe a got a lower rate prepaying but the stipulation was that the reservation was non refundable. Upon arriving at the hotel at around 1am on 6/20 there was nobody in the office to process our reservation . After 10 mins an employee showed up and took our information and gave us the key cards for 2 rooms . One room for my wife and I and the other for our 2 kids. Upon entering my room I notice a distinct odor of mildew and after looking around I saw that the AC was broken , the toilet seat was half off its hinges and the tub was dirty and had rust marks in it. My kids got an even worse surprise in there room.... my older son noticed mouse droppings and urine by the wall close to the bed and then he was horrified to see a mouse in the bath tub. At this point my wife and I decided to leave this awful hotel immediately . We went to the office to complain and return the key cards but the employee at this point had disappeared. we waited for as long as possible but he never showed so we left and drove home another 3 hours after already driving 4 hours from Richmond , VA. I reported this issue to Hotels.com the next morning.... the customer service person called the hotel to get a refund authorization but it was denied because of the non-refundable reservation that I prepaid for. This experience has been traumatic and I'm disgusted that this establishment will not return my money after what we reported . FYI I have also filed a complaint with Pay Pal but don't have much hope that I'll get my money back because of the 3rd party involvement.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/06/22) */ BBB Case #: ******** Hotel Site #: ***** Customer Care Case #: ******** Dear Contact: Thank you for notifying our office of the concern filed by ****** *********t at the Ramada property in Pikesville, MD. 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 June 27th. As a company, we're committed to delivering a great experience with every stay with us. Please note that our email address has changed. 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. Melissa Liaison, Customer Care Wyndham Hotels & Resorts, Inc. Consumer Response /* (2000, 7, 2022/06/27) */ Re: BBB Complaint Case# 36191182 (Ref#XX-XXXXXXX-XXXXXXXX-X-XXX) External Inbox Steve ********** <*********@gmail.com> Wed, Jun 22, 5:41 PM (5 days ago) to me Hi Lisa , earlier today i received email notification from the General Manager of the hotel that he has authorized a full refund which i should get in 2 - 3 days . i'm don't think further action is required from the BBB as the matter has been resolved. thanks for your help, Steven **********

*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. ↩