Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a room at the baymont inn west in Kalamazoo mi. The only option your site gave was for cork st. This is not for cork st location it is for the 11th st west location. I paid for a room and they also wanted a deposit. I could only pay for the deposit using my digital wallet because I didnt have enough left in my account I used to pay for the room with. The clerk told me digital pay wasnt an option because they didnt have it. I was there at same hotel 2 weeks prior and had been offered the option of digital wallet pay so I knew they had that option available. Front desk clerk then told me it wasnt working. The only option I was given was to cancel my booking and receive a refund. The clerk refused to provide her supervisors name or any way to contact a supervisor or manager. She just kept telling me that she is there all the time and works all the time and then said I could call back in the morning and talk to her which was a dumb thing to suggest since I was talking to her right then. She continued to give me any supervisor contact name or email or number and then threatened to trespass me. She then told me I would have to wait 5 days for my refund. As I waited for my husband she accused meus of wondering her halls and I never left the spot in front of the desk where I was standing so I dont know if she was hallucinating from the drugs that she was standing in front of the main entrance smoking with her friends or what was happening there. She refused to assist me with any resolution, was rude and confrontational from the beginning of my check in until I left the property. That was 1/13/2025. It is now 1/28/2025, well past 5 days that I was told my refund would be returned. I have emailed the property twice and reported them to the corporate complaints department and nobody seems to want to respond or return my money. If this doesnt help the situation I will have to file a police report for theft.

  Business response

  01/29/2025

  
  
  BBB Case #: 22869997
  Hotel Site #: 17860
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ***** ****** at the Baymont property in KALAMAZOO, MI.

   To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before February 1, 2025. As a company, were 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 ************************************ and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  ********************** **************************
  Office: ************

  Customer response

  01/31/2025

   
  Complaint: 22869997
  
  I am rejecting this response because: I have been told four times on separate calls or emails that somebody is going to contact me but nobody does. It seems good customer service is not important to you or your business. The way this entire matter has been handled by Wyndham company is unacceptable and just plain wrong. I am so tired of chasing my $55 refund down like I have to beg for it back when it should simply be sent to me without me having to go through all this! Absolutely unbelievable. 
  
  Sincerely,
  
  ***** ******

  Business response

  02/04/2025

  
  
  BBB Case #: 22869997
  Hotel Site #: 17860
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ****** at the Baymont property in KALAMAZOO, MI. 
  
  Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers 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 propertys 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 property has advised they have on camera that the guest did stay checking in at 2AM and leaving just before 7AM.  Once again, we apologize for any inconvenience this may have caused.
  
  If your offices require more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, ********************************************** & *************
  Office: ************

  Customer response

  02/05/2025

   
  Complaint: 22869997
  
  I am rejecting this response because:
  After finally receiving communication from the property itself, and after the property sent me a bogus receipt through email claiming it was something I had signed and claiming I had checked in, I sent them back the receipts I had that showed the cancellation and the time of that cancellation, my video of their front desk clerk being rude and unprofessional that also showed me leaving the property as well as the deposit that was declined which offered further proof that I did not stay at the property and then a receipt from a hotel that I stayed at that night after I left the property. I was issued a refund but it took me nearly a month to receive my money from them back and a huge headache. I will never stay at another baymont inn or Wyndham hotel again. There was no apology which is so offensive considering I was basically called a liar and slandered by their hotel. I will add that *******, who handled the bbb part was as helpful to me as she could be. She was also very polite about the situation. As far as the property manager and the clerk who was working and I had to deal with, well they are a perfect example of how much the average American business has gone downhill and suffered. Hopefully, the hotel owner realizes that his business is suffering due to their lack of integrity and poor customer service and replaces them soon. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Book a room for my son for 1 night. Room 118 When I got to the room, The TV did not work, there was no microwave, the phone did not work, the phone **** was hanging out of the wall, there was no smoke detector, the wires were hanging out of the ceiling, only 2 lights worked, it smelled really bad, the sheets were stained and look dirty.He took his food to the lobby area to heat it up and he let the desk attendants know that he didn't have a microwave ect. They asked the room and nothing happened.When he took his food back to the room, he set the plate on the entertainment area, went into the bathroom, came out and there were roaches on his food.Needles to say, he did not eat it.He opened up a drawer, and found the smoke detector in it and there were more roaches.

  Business response

  12/09/2024

  
  
  BBB Case #: 22659508
  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 ************************************ and I will personally help address the guest's needs.
  
  *******
  Liaison, ********************************************** & Resorts, Inc.
  Office: ************

  Customer response

  12/10/2024

    Here is the information that was requested

   

  -  Confirmation number - 4514688064
  -  Exact address/name of the hotel: *****************************************, **
  -  Under what name was the reservation booked: ***** **** (mother) booked it-**** **** (son) was guest
  -  Date of arrival (exact date of stay): Friday, December 6, 2024
  -  Room number: 118

   

  Cost that I paid - $ 74.54

  Amount I want back  - $ 74.54

  Customer response

  12/10/2024

   
  Complaint: 22659508
  
  I am rejecting this response because:

   

  -  Confirmation number - 4514688064
  -  Exact address/name of the hotel: **************************************************************************************
  -  Under what name was the reservation booked: ***** **** (mother) booked it-**** **** (son) was guest
  -  Date of arrival (exact date of stay): Friday, December 6, 2024
  -  Room number: 118
  
  Cost that I paid - $ 74.54
  Amount I want back  - $ 74.54

   

  As stated before, this was unacceptable on every level....
  
  Sincerely,
  
  ***** ****

  Business response

  12/11/2024

  
  
  BBB Case #: 22659508
  Hotel Site #: 47629
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ***** **** at the Baymont property in Kalamazoo, MI.

   To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before December 14, 2024. As a company, were 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 ************************************ and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  ********************** **************************
  Office: ************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Book on Travelocity went to hotel. Place is horrible homeless people living in the parking lots in tents and campers . Pool is green . I didnt stay . I requested a refund from **** he said he would give it to us . Then I contacted Travelocity. They told me **** said we never checked in. And we cant receive a refund. I contacted Wyndham directly. No response

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been at baymont inn for about three months and most rooms have mold have me cleaning mold and smelling cleaning products I got called a ***** by a worker at baymont inn husband kids smoking pot lady work there soon knocked on my door 19 times I got called a ***** another lady work at front desk spreading rumors about me saying stay away from the black girl and 138 they trouble. The last room I was at beds was so black me and my kids laid there for two Weeks not even noticing one room had a odor come out of vent for two week straight its stanked poor customer services to. All the rooms didnt have working phones neither and me and my kids paid weekly if a room had mold they switch us and have us clean it I didnt no how bad mold was told my mom just told me I have three kids and been paying weekly for about three months I want some of my money back and for the rude stay loud kids no breakfast 6-9 food gone by 8-9 not even worth going down to get all the floors are dirty my soon to be three year old feet was always dirty from the carpet. Beds hard and nasty stains and mold in each room in there I promise it is heat dont work in most rooms neither we so use to my kids walk in and check for mold and they are 11 and 8 smfh ridiculous and all they do is Switch you to another one or try to clean the mold but isnt mold sprees in the area and breathe chemicals each time smh just nasty and I just left her week ago. Discrimination of my character cause *** not trouble and thats rumors

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This hotel is disgusting. I reserved on hotels.com for 2 nights. When we arrived there were people screaming at each other in the parking lot. When we got to the room the carpet in the room was soaking wet and smelled horrid. They had the air conditioner going as cold as possible to try and mask the smell. There was white residue all over the room. The walls the furniture the beds, everything. The sheets were obviously not clean and the bathroom floor was sticky. They refused to provide a refund and hotels.com was absolutely useless in helping me get my money back. I now see a fraudulent charge from the hotel on 9/5/2023 after I was no longer in the same state as the hotel.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On june 24 2023 i called Wyndham and booked a room for my fiancee. I used my rewards points for the first night and points and used mycc for the second night. Upon arrival my fiancee was denied the reservation because the clerk was incompetent and couldn't find her name. My points were returned but Baymont inn charged my card in the amount of $70.71. *** tried tirelessly to get a refund of my money only fo be told sorry for the confusion. They deny charging my card but my card statement doesn't lie. Ive since learned that this os is a common practice done to out of state travelers. **** suggested i try to get my card carriier to reimburse my money. Please help anyway possible.. Thank You!!

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a hotel stay through priceline.com on 1/10/23 around 12p for 1/10/23 to 1/12/23. I asked for early check and paid a "discounted" fee of $20 with manager ********. Upon seeing a person working on his car in the parking lot, several drug addicts roaming the lot/halls, trash in the elevator, peeling walls/cement, my room door being open, door rusting, broken toilet lid, no phone in hotel, room smelling of cigarettes and other drugs usage, bedding looking as though someone slept in already I asked ******** for a refund as well as priceline but denied. She offered another room but I declined due to not feeling safe and scared about getting sick and obtaining bed bugs/roaches. I've posted a ****** review with several pics. I've filled a dispute with ******* and awaiting a response.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 25th, 2022 at 11:24pm, I made a reservation through Expedia for a one night stay at Baymont by Wyndham Kalamazoo East cor $154.29. I arrived shortly thereafter to the front desk staff informing me that there was an error and the hotel was already booked full and I would have to seek a refund from Expedia. After multiple attempts to contact Expedia, I issued a dispute with my bank, Chase. The funds were returned to my account and I thought the issue resolved. On 8/23/2022, I received an alert that the dispute was denied and the money was again removed from my account. I contacted Chase, Expedia, Baymont by Wyndham Kalamazoo East, and Wyndham's corporate office on 8/23/22 in an attempt to resolve the matter. ***** said the dispute was not valid and I would have to contact Expedia. Expedia attempted to work with Baymont by Wyndham, but the staff there said there was nothing they could do because of the timeframe and I would have to contact corporate. Wyndham corporate said they could do nothing and I would need to resolve between Expedia and Baymont Kalamazoo. None of the businesses want to take fault and issue me a refund for a room that I was denied the ability to use.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They have no maintenance their roof leaks on to the third floor in their rooms and they refuse to fix it there police are falling through the floors their balcony from the second floor to the first floor feels like it's about to cave in you walk down the stairs you feel unsafe they the third-floor hallway feels like it's about to sleep in fall into the second floor and then on top of it they have no ideal what they're doing behind the counter then they lie about their reservations they lie about they're having a pool they lie about how nice the rooms are they have nothing but drug addicts and Felons working here and then when you said that I make a complaint against somebody for having a vicious dog they yell at you and threatening to kick you out because they're stealing your room and nobody can prove it

• Initial Complaint

  04/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a reservation with the Baymont hotel east for March 18th to March 20th of this year.When I arrived the room they gave me the cards to enter the room did not work. Went to the desk two more times to get different cards, none worked.They then sent me to a different room, but there was no working lock on the door.To say his hotel was filthy is a huge understatement!This hotel has become a rent by the week for habitual drug users, I have seen drug addicts before.There were all kind of shady people hanging around outside the building. This is not what I signed up for! I do not do ghetto life 101.I drove over 5 hours and then pull into this festering s*** hole. Are you f****** kidding me!!!I called the hotel asking for my money back. I got an email from them stating that I would not get my money back. I am now hoping from action from you.

*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. ↩