Complaints

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation on 9/29/24 for my aunt to stay at Microtel Inn & Suites by Wyndham Kannapolis/******* for 3 nights (9/30 - 10/3) with a *** named ***** through the reservation #: ************ - she called back to complete the transaction. She quoted a price of $70/night for a 2 queen beds/non-smoking room (but when I received the confirmation I was charged $78.73/night.)My aunt arrived on 9/30 and was advised by management that there was no such room available and she had to go to another hotel.I called the reservation # and let them know and requested a refund. (I was told they would confirm with the hotel that there was an overbooking issue and no room available - I was assured I would receive a refund. (I went to the hotel, spoke with the manager and was advised that he would confirm that there was no room available because of the power crews staying due to Hurricane ******.I was told that my refund would be back in my account in ***** business days. I called again on 10/18/24 because I had not received my refund. I was advised to contact my bank and was given a confirmation/reference number: ********.I did call my bank and was advised that there was no refund processed and opened a claim with them. (They provided a provisionary credit while investigating, but then took it back on 12/4.)I called the reservation desk again on 11/27 and was advised that I would receive an email regarding the refund. (I have received no such email.) I understand the non-refundable policy; HOWEVER, my aunt showed up and the room was not available .. and I am now out $289.62. Every time I called the reservation desk, I was assured they were expediting the claim .. and I should receive my money back .. I should receive an email .. and that the refund was processed. In my opinion, if that was so, I would have received my refund by now .. it's been 3 months!Times are hard - I work part-time and can't be out almost $300 for a room that was not available when my aunt arrived.

  Business response

  01/01/2025

  
  
  BBB Case #: 22752817
  Hotel Site #: 28374
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ***** ******** at the Microtel Inns and Suites property in **********, NC.

   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 January 4, 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

  08/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 16, I checked into the Microtel Inn & Suites by ****************************/Concord.The reservation was for a non-smoking room with a queen-sized bed and free breakfast for two. The "non-smoking" room reeked of cigarette smoke; the bed linens had a particularly bad stench. There were no other rooms available. (We were able to open the window for ventilation, but the screen was missing. We retrieved the screen from the bushes outside, but there were holes in the screen. So we stayed the night with the window closed, and slept very little.) I had to clean the bathroom myself, since there were dried-up urine spots on the lid, lots of green scrum in the tub, oil on the bathroom floor, and bugs and dirt in the bathroom corners. In the morning, not only was there no breakfast, but there was not even coffee, "due to COVID." There were no hangers. There were no closet rods even to hang clothes on. I had to beg the front-desk clerk for a blow dryer and an iron. The front desk also attributed this to COVID also ("our guests have been breaking and stealing things, and we can't get shipments in"). I would like to get a full refund from this establishment. I paid for a smoke-free room and breakfast and received neither. This was possibly the worst hotel experience I've ever had.Just FYI - I did write a complaint letter to ******* and received an automated response from "Jhoanna" of *******, who promised a response within ***** hours. No response came. I inquired again after three weeks had gone by. I received another automated response from "*******," who again promised a response within ***** hours. Again, no response came, so I am hoping to get some help from the Better Business Bureau. Thank you!

  Business response

  08/15/2022

  
  Hello:
  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

  08/15/2022

   
  Complaint: 17715911
  
  I am rejecting this response, none provided, because the hotel requested more info. Most of it was provided already in the communications attachments, but here it is again:

  - Confirmation number: WDM)85546ED028211
  -    Exact address/name of the hotel:
  Microtel Inn & Suites by ****************************/*******
  3113 ******************, **********, *****, **************, *************
  -    Under what name was the reservation booked: *****************************
  -    Date of arrival (exact date of stay): July *****, 2022
  -    Room number: 1xx (first floor, turn left from front desk, about 2/3 of the way to the end of the hall on the right side.

  Please use this info to provide the consideration I sought - a full refund since Microtel failed to provide what I paid for (a smoke-free room with breakfast).
  
  Sincerely,
  
  *****************************

  Business response

  08/16/2022

  BBB Case #: 17715911
  Hotel Site #: 28374
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***************************** at the Microtel Inns and Suits by Wyndham property in **********, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before August 19th. As a company, were 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 ********************* and I will personally help address the guest's needs.

  *******
  Liaison, *********************************** & Resorts, Inc.
  Office: ************

  Customer response

  08/20/2022

   
  Complaint: 17715911
  
  I am rejecting this response because:the manager of the Wyndham/Microtel did not reach out to me in any wayon or before 19 August. I appreciate the nice words from the customer care office, but without any action whatsoever, I can not accept Wyndhams response.
  
  Sincerely,
  
  *****************************

  Business response

  08/22/2022

  BBB Case #: 17715911
  Hotel Site #: 28374
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ************************* at the Microtel Inns and Suites by Wyndham property in **********, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property management team has informed us that they are willing to refund the guest one-night.  Please have the guest work with the property directly regarding the refund. 

  Please note our email address has changed. If you need any more information on this matter, please contact me directly at *********************.

  *******
  Liaison, *********************************** & Resorts, Inc.
  Office: ************

  Customer response

  08/22/2022

   
  Complaint: 17715911
  
  I am rejecting this response because I need instructions on how to work directly with the property. Who is the manager? How shall I reach the manager?
  

  Since the manager did not initiate any communication with me on or before August 19, I am not confident that I will have any success unless there is a specific person to contact a specific person who is familiar with the case.
  
  Sincerely,
  
  *****************************

*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. ↩