Complaints

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business has horrible customer service. They refuse to give names or contact information for whoever over sees the hotel. The owe me a refund for 6 nights and told me I would have to contact the third party I booked through to get the refund when I checked out after one night. I contacted the third party and they advised me the funds have to be released by the hotel. Priceline contact the hotel multiple times on 1.9.23 and could not get anyone to answer the phone. Finally on 1.10.23 they picked up the phone. The person on the phone stated the manager is not available.

  Business response

  01/11/2023

  BBB Case #: 18714683
  Hotel Site #: 16492
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***************************** at the Super 8 by Wyndham property in Mahwah, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before January 17th. 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: ************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally contacted this hotel speaking with ******* who provided me with a rate of four hundred and seventy five dollars a week and when contacting the hotel again was told by ****** she no longer works at the hotel after saying he did not know who a ******* was as I have called the hotel a few times with no one answering and when someone finally did stated his name was ****** asking me my name and when providing it to him told me his manager ****** refused to take my call. I would like this matter addressed as it is far different than when speaking with the hotel's previous manager *******. Thank you.

  Business response

  07/19/2022

  BBB Case #: 17583712
  Hotel Site #: 
  Customer Care Case #: 
  Hello:
  Thank you for notifying our office of the concern filed by ***************************** at the Super 8 by Wyndham property in Mahwah, **. 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.
  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 ************************************
  
  
  ******
  Liaison, ****************************************************** & Resorts, Inc.
  Office: ************

  Customer response

  07/19/2022

  
  Complaint: 17583712
  
  I am rejecting this response because: it's a highly inappropriate response after having provided a response to my complaint previously just a few weeks ago asking for the address of the hotel I was filing a complaint about assuming from their reply Wyndham would then contact the hotel itself to address my concerns where after accepting Wyndham's response to my previous complaint never heard from them again forcing me to spend the time to have to address another complaint with the Better Business Bureau against Wyndham as I am a Wyndham Rewards member and have been for some time expecting them to provide me with some form of compensation as a result of the time I have spent and inappropriate behavior I have received from the hotel. Please, conduct yourselves appropriately. Thank you.

  
  
  
  Regards,
  
  *****************************

  Business response

  07/20/2022

  BBB Case #: 17583712
  Hotel Site #: 16492
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***************************** at the Super 8 by Wyndham property in Mahwah, **. 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 July 25th. 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: ************

*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. ↩