Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Wyndham to use my rewards points to get a room at the Super 8 in ********, ** on 01/1725. While checking in I told the desk help that I did not have enough points for the second night but was planning on staying another night. He charged my card $91.00. Only reason or only thing to do in ******** is go to the casinos which was the purpose of our trip. I got up early and went to play poker, and waiting for the poker tournament. Shortly before 11 am I went back to the hotel to take my medications and I could not get into my room. I could only guess that key was set for one day through Wyndham rewards and I needed to get key reset for the night I had paid for. I went to the office and nobody was there. Post-it-note on desk said to pick up phone if help was needed. I did several times. I walked the property looking for an employee no to be found. I literally started thinking to start running office equipment to my truck just to prove a point. After 30 minutes I called the local police to see if they knew what I could do or some way to get ahold of somebody. It is a small town maybe they have a contact incase of an emergency. Finally after 1/2 hour effort and calling the police sounding like an idiot the hotel manager came walking into the office not a care in the world. I told him about my efforts and he merely stated, "I went to lunch." Slogan I had when I had my business, " No Service is ************************* Might consider shutting that place down till you can find a manager.

  Business response

  01/30/2025

  
  
  BBB Case #: 2857537
  Hotel Site #: 46483
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by ****** ******** at the Super 8 property in ********, UT.

   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 2, 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
  ********************************************* & ********************, Inc.
  Office: ************

  Customer response

  01/30/2025

  
  Complaint: 22857537
  
  I am rejecting this response because:  I am pretty certain it was ** that came walking up after I had been in the front office for over half an hour.  The ** does not care.  Apparently Wyndham Hotels does not either.
  
  
  
  Regards,
  
  ****** ********

  Business response

  02/03/2025

  
  
  BBB Case #: 22857537
  Hotel Site #: 46483
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****** ******** at the Super 8 property in ********, *** 
  
  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.

  The General Manager has updated your case on February 1st advising a full refund was issued.  Please allow 3-5 business days to see that on your account. Please work with the property if you are looking for further compensation. 
  
  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.
  
  If your offices require more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************

• Initial Complaint

  10/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had reservations at the ******* by Wyndham in *************, **. Upon arriving at the hotel, I found the public areas filthy and in poor repair. I left the hotel and immediately called Wyndham customer care. I provided all of the requested information including pictures. I was told by ****, a customer care manager he would cancel the reservation for the second night, but I would be billed for the one night until the issue was resolves. I was billed a total of $460.00 for both nights. **** never canceled the reservation. Wyndham customer service is very difficult to deal with. ************* and the ** of the ********************** never respond. In my communication I included the CEO with a delivery and read receipt. I did get confirmation ***** ******** read the email. Even he did not respond.

  Business response

  11/01/2024

  
  
  BBB Case #: 22499376
  Hotel Site #: 56680
  ************* Case #: ********
  
  Dear Contact:

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

   We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* has resolved the situation with the guest via a check in the amount of $462.86.

   If you need any more information on this matter, please contact me directly at **************************************************************.
  
  *******
  Liaison, *************
  ********************************************* & ********************, Inc.
  Office: ************

  Customer response

  11/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  10/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I have had to stay in a Hotel by Wyndham due to being homeless since September. We have been using our Wyndham Rewards Membership based on the following promos/offers to try and save money:Promo 1: Stay 2 Nights, Get 1 Night Free - this promo was only honored twice during our 18 day stay and we were told it was only a one-time usage promo which it does not state that in the fine print. We booked qualifying nights and were rewarded with nothing by Wyndham ************* #2: Stay 1 Night, Earn 3 Free Nights - misleading "thank you" offer received via email stated if we book 1 Night we get 3 free nights. We were told by customer service that we don't get free nights we get additional stays added to help us reach the next member level which is very misleading.There are numerous nights where we only got a portion of reward points, confirmation email of reservation states we should have received 1000pts but we were told that we redeemed 3000 pts for 2 discounted nights which not only came from our accumulated pts balance but they also took pts away from the actual reservation earned rewards points as well.Beginning balance for rewards points showed ***** one day and the next showed ******** day we had 3 free nights and 11 discounted rates and the next day they were wiped out to zero free nights earned and only 2 discounted rates.We feel like these promotions are not fair and only cause people to purchase more stays via direct just to take our money and not give the specified rewards that states how we can earn them.Very dissatisfied and feel like we were taken advantage of. Wyndham'w Rewards Program had us thinking we were getting a great deal when we were not. We would've taken our business elsewhere had we known they would not honor ANY promotions that are constantly running on their website.Customer Service *** was very rude and treated us as if we were stupid by the way she was talking to us when we inquired about missing points.

  Business response

  10/30/2024

  Hello, 

  Thank you for reaching out with your concerns.

  I have reviewed your account and found that you did earn the full ****** points for the Stay 2 get a Free night.

  The first ***** points were added for stay 10/5/24-10/7/24 and the second set of 7500 points were for 10/7/24-10/9/24.

  Here are the full terms of the promotion the advises that max number of points that can be earned for that promotion is ******:

  The "Stay 2 Nights, get ***** Bonus Points" promotion is open to all members. Registration is required and can be done at *********************************, via a one-click registration link received in an email, on the Wyndham Rewards app, and via the call center. Members will receive an email and/or see a placement on their My Account page or on the Deals page on the website or on the *** App. Members will have from September 26, 2024 through January 16, 2025 to register for the promo and book their stay, and must complete their stay by January 20, 2025. Members must register, book, and stay in that order. The bonus construct is to receive ***** points for every two (2) nights stayed, with a cap of ****** total points. There is no minimum length of nights required on each stay, members will receive the bonus after two (2) nights no matter how they are consumed. ******** credit card members who are targeted with an email one-click are eligible to receive an additional ***** points on their first two (2) nights. However, they must register through the targeted one-click email in order to receive the ***** bonus. Properties that are located in the following countries are prohibited from participating in this promotion (*****, *********, ******, ********, and *****). Free Nights and Points and Cash stays are not eligible towards the bonus. This offer is combinable with all other offers but is non-transferable.

  I also see that you were offered the option to have 3 accelerator promotion, and the 3 nights were added to your level tracker to bring you up to the gold level.  This was not a free night promotion this was a level promotion to allow you to earn accelerator points with your stays.

  The 3 Night Accelerator promotion: Registration is required and can be done at ********************************* on the Wyndham Rewards app and via the call center. Members eligible for the offer will receive an email and/or see a placement on their My Account page or on the promotions tab in the WR App when signed in. Members will have 90 days from receipt of the email to register book and complete a Qualifying Stay to earn 3 nights towards their next tier. The Promotion can be applied on up to 1 Qualifying Stay during the promotional period. This offer is combinable with all other offers but is non-transferable. Award nights (Go Free Go Fast) are not eligible for the promotion.

  I can confirm that you are now a Platinum member where you have reached the 15 nights needed for this level.

  Please let me know if you have any other questions.

  ***

   

   

  Customer response

  11/01/2024

  
  Complaint: 22448458
  
  Thank you for reviewing my account, but I am rejecting your response based on the matter of the fact and to express my disappointment with the experience and the perceived value of the Wyndham Rewards program.
  
  While it is appreciated that I earned the full ****** points for the "Stay 2 Nights, Get a Free Night" promotion, the reality is that the program's advertising has been misleading. The way the promotion is presented creates the impression that members will earn more significant rewards than what is actually delivered. When I consider the substantial amount of money spent on room stays, the rewards offered fall far short of reasonable expectations, leading to significant frustration.
  
  The misleading advertising not only impacts members' trust but also has broader consequences, including potential loss of business. Members invest considerable money and loyalty, expecting worthwhile benefits, only to feel let down. The rewards program, in its current state, fails to match the financial commitment made by guests, and that discrepancy is disheartening.
  
  Additionally, the 3-Night Accelerator promotion, while appearing to provide additional benefits, does not deliver the free night that members would reasonably expect based on the programs presentation. Achieving Platinum status might seem like a perk, but the tangible benefits do not make up for the high cost of earning that status.
  
  In conclusion, the actual rewards received for the amount spent do not align with the value Wyndham claims to provide. Clearer advertising and better value rewards would be necessary to meet members' expectations and prevent dissatisfaction.

  I specifically used my membership for all my recent stays due to the perks only to be disappointed and having spent way more money than expected with my membership regardless of perks level as those "perks" overall turned out to be misleading and just not perky at all.

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

  Business response

  11/04/2024

  Hello ****,

  I do understand your frustration and value your membership.  I will pass along your valuable feedback to our Marketing teams.  

  Our promotion terms are very specific to what the members can expect when they register for the promotion.  If at any time you have questions about how the promotion works, it is up to you to read further into the information that has been provided in the enroll confirmation. 

  Where your account received the correct amount of bonus points and the extra night to your level tracker for the accelerated level, there is no outstanding issue with this concern.

  ***

   

   

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I call their customer service number regarding a stay that I completed and have a problem I need to get resolved they are unwilling to assist their guests in any way what so ever and tell you to reach out to the property where the stay was completed but I wouldn't be calling them directly if I have had the issue resolved with the property in the first place so their customer service is absolutely useless I also have problems with their rewards program because whenever I go to book a stay I am never able to use points toward my stay so their rewards program is also useless

  Business response

  08/30/2024

  BBB Case #: ********
  Hotel Site #: ??
  Customer Care Case #: ???

  Dear Contact:

  Thank you for notifying our office of the concern filed by {GUEST}. Please send the following information back to me.  When I receive the requested information from you, I will be in a better 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 *********@*******.com and I will personally help address the guest's needs.

  Cathy
  Liaison, Customer Care
  Wyndham Hotels & Resorts

  Customer response

  08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I sent a direct email to Cathy but did not receive back a response from her therefore Wyndham hotels has now lost my business FOREVER!!!!
  
  
  
  Regards,
  
  *** ********

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I observed online a price of $99.98 for a room on super.com. I called the hotel and asked if they could match the price. Wyndham's price was $130.26. They told me if I fill out the form online I would get the difference credited back. After filling out the form I received an email saying I would be contacted within 24 hours. I sent 3 follow up emails, each 3 days apart asking for an update. I was not provided with any response. After being unable to get in touch with them via email I called Wyndham's customer care and they told me that the price match promotion is not available to the public. I disagreed because no where on the policy's terms does it mention you need to be a member or anything about the public not being eligible. When I told this to the person on the phone she agreed to look up my reservation and then told me that my price match request has been denied because there is a difference in the cancellation policy from super.com, which upon review appeared to be the exact same policy as what was stated on the whyndham website. I again reviewed the terms of the price match and no where in the terms does it say that the price will not be matched if the reservation policy is different. I feel this is a scam and that I need to warn others that they do not in fact price match as they promise. I'd also like an apology from the company and maybe some compensation for my time and effort having to deal with this. In the end I called Wyndham soon enough that I was able to cancel my reservation with them and book online through super.com so I am not out any money but this has been a severe inconvenience and negative experience and extra stress I didn't need while on vacation.

  Business response

  08/26/2024

  BBB Case #:22167001
  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 better 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,Customer Care
  ********************************************* & ********************

  Customer response

  08/28/2024

  
  Complaint: 22167001
  
  I am rejecting this response because:
  
  

  The message I received from the business is asking for more information and I'm not sure how to reply in the case we have open so I will add my reply below and hopefully you can add it to the case.

  Please reply to this email to let me know the communication has been added.

  
  

  -    Confirmation number: 87027EE016363
  -    Exact address/name of the hotel: 1030 Mayor Magrath ** S
  -    Under what name was the reservation booked: *****************************
  -    Date of arrival (exact date of stay): August 15th - 16th 2024
  -    Room number: 205
  

  
  

  Thanks,

  -*******************************

  
  

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

  Business response

  08/28/2024

  BBB Case #: 22167001
  Hotel Site #: 37015
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ******************************* at the Super 8 property in **********, *** We are sorry for any inconveniences that this may have caused you. Unfortunately, we are not able to honor the Best Rate Guarantee because this claim does not follow our terms and conditions through the Best Rate program. Super.com does not meet our terms and conditions and therefore is not an acceptable website.
  
  Please review the terms and conditions for the Best Rate Guarantee at: *******************************************************************************************************************

  Once again, we apologize for any inconvenience this may have caused.

  *****
  Liaison,Customer Care
  ********************************************* & ********************

  Customer response

  08/30/2024

  
  Complaint: 22167001
  
  I am rejecting this response because:
  
  Please tell me where in your terms and conditions does it say that super.com is ineligible. I read them many times and I can't see anything that says anything that might disqualify them.
  
  Regards,
  
  *******************************

  Business response

  09/02/2024

  BBB Case #: 22167001
  Hotel Site #: 37015
  Customer Care Case #: ********

  
  Dear Contact:

  Thank you for your input and patience during the review process of your claim. We understand the importance of this matter to you and want to assure you that the claim was carefully reviewed according to the *** T&C. Regrettably, we must emphasize that our decision is final and cannot be further appealed or considered.
  
  We appreciate your understanding.
  
  Sincerely,

  
  *******

  Liaison, Customer Care

  ********************************************* & ******************** 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Wyndham Hotels and Resorts Customer Service Team, I hope this message finds you well. I am writing to bring to your attention a concerning issue regarding several hotel reservations I made through your official website, *****************, for upcoming holidays with my family. The details of the bookings are as follows: 1. Confirmation Number: *************   - Check-in Date: April 19, 2025 - Check-out Date: May 5, 2025 2. Confirmation Numbers* ************* and ************* - Check-in Date: December 21, 2024 - Check-out Date: January 4, 2024 3. Confirmation Number: ************* - Check-in Date: July 1, 2025 - Check-out Date: July 31, 2025 However, when I contacted the hotels to confirm these reservations, I was informed that they could not honor my bookings due to the fact that the rates I booked were "too discounted." The hotels suggested that I cancel these reservations, stating they would not be able to accommodate me at the booked rates. I am deeply concerned and disappointed by this response. As a customer, I made these bookings through your official channel, and the prices were provided by your platform. The refusal to honor these reservations not only breaches the trust I have placed in your brand but also undermines my rights as a consumer. I kindly request that Wyndham Hotels and Resorts provide a clear explanation for this situation and take appropriate steps to resolve this issue promptly. As a globally respected hotel group, I trust that you would not condone such unfair practices by your affiliated hotels. Thank you for your prompt attention to this matter. I look forward to your timely response and resolution. *** ***

  Business response

  08/20/2024

  Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********

  Dear Contact:

  Thank BBB you for notifying our office of the concern filed by *** *** at the Super 8 property in Shreveport, 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 August 23, 2024. As a company, we’re committed to delivering a great experience with every stay with us.
  
  Cathy
  Liaison, Customer Care
  Wyndham Hotels & Resorts

  Customer response

  08/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear Cathy,
  
  Good day !

  
  I would like to express my appreciation for the prompt attention and response from your team regarding the issue I encountered at the Super 8 property in Shreveport, LA. However, I have received a reply from the hotel, which stated that my reservation was canceled due to a system glitch, and they have offered an apology and a discount on future bookings as a resolution.
  
  I must clarify my position on this matter: While I appreciate the apology and the offer of a discount, it does not adequately address my situation. The rooms I reserved were for an upcoming vacation, and I have multiple bookings based on specific rates. Offering a discount on future bookings is not a suitable compensation for me, as I am only willing to accept the original rate at which the reservation was made.
  
  I understand that technical issues can occur, but as a customer, I am seeking a fair resolution. If the hotel is unable to provide a satisfactory solution, I would like to request that Wyndham Hotels & Resorts, as the parent company through which I made my reservation, step in and offer a resolution that aligns with the commitment to a great customer experience.
  
  I am looking forward to your reply and hope to receive a fair and just solution soon.
  
  Best regards,

  
  *** ***

  Business response

  08/26/2024

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

  Dear Contact:

  Thank you for notifying our office of the concern filed by *** *** at the Super 8 by Wyndham property in Shreveport, LA. 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. Customer Care and not fix the rates on reservation nor are we able to compensate a future reservation.

  Once again, we apologize for any inconvenience this may have caused.
  
  Cathy
  Liaison, Customer Care
  Wyndham Hotels & Resorts

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Confirmation: 89275EE035226 ********************* by Wyndham ********************************************************************************************************************* Reservation Under: ****************** Check-In: Friday, June 14th, 2024 - Check-Out: Tuesday, June 28th, ******************************************* they stated the water was out until about 5/6 oclock. That was fine until the water was not back on at that time and a whole bunch of guests were complaining and they were offering people a full refund and go stay somewhere else or a free night to stay. We opted for the free night. However, issues continued when there was no hot water the entire stay and then a whole second day of no water. When I checked out I confirmed that I would only be charged ****** due to all the water issues. They claimed they could not print my receipt cause the printer was jammed and that they sent it via email. I never received my receipt via email and was charged the whole amount. I contacted the hotel on July 17th, 2024 when I saw my credit card charges. They said they could not do anything that I would have to talk to their sales audit team and that they would contact me. Never heard back and I tried calling again and nothing. I expect to be refunded ******.

  Business response

  07/15/2024

  Hello Contact:

  Please be advised Wyndham ************* was already in receipt of a ******************** Complaint for this guest for this reservation. We had responded advising we filed a customer care concern on behalf of the guest and alerted the property management team.

  The original BBB Complaint ID is ********.

  Thank you.

  *******
  Liaison,*************
  ********************************************* & ********************. Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I have booked 2 rooms for a 3-week stay at H4 Hotel Wyndham ***** Pleyel for my family and me during the upcoming ***** Olympics. My trip is less than 2 weeks away, and I just got an email saying that the property would not be open during the time I have a reservation. I need to be reaccommendated in ***** so I can watch the olympics game with my family for the same price I booked. Wyndham Account - **********

  Business response

  07/16/2024

  BBB Case #: 21979087
  Hotel Site #: 58033
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ******************************* at the Trademark 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 July 19th. As a company, were committed to delivering a great experience with every stay with us. Also, please have the guest reply with a copy of their reservation.

  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,Customer Care
  ********************************************* & ********************. Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7.7.2024 my husband and I stayed at Wyndham ****** in ***********, **. Management that I have spoken to is Teka. We stayed in room 101 right near the door to the outside. The sign on door says no smoking but I have been charged a ****** fee because they said my room smelled of smoke. I did have friends that came to swim and they do smoke but they smoked only in their vehicles and threw away the butts in my room. (Instead of littering like other guests were doing right outside of my room. **** states that they have pictures but she will not send them to me and I have requested them. My husband has cancer and does not smoke nor do I. I have as well a review that was left on 7.5.2024 in expedia that a guest is complaining of the room smelling like smoke. We stayed after him. All I want is my ****** refunded. I have contacted the local news station as well.

  Business response

  07/11/2024

  BBB Case #: 21969858
  Hotel Site #: 45011
  ************* Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ********************* at the Ramada by Wyndham property in ***********, **. 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. Wyndham ************* does not refund deposit fees that is done directly at the property.

  Once again, we apologize for any inconvenience this may have caused.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ************************************

  *****
  Liaison,*************
  ********************************************* & ********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at the ********, ************************************************************************************************ on Saturday June 29th. We used ****** rewards points for the stay from our LQ Rewards account member number **********. Upon check in we were told we also had to leave a $75 security deposit which would be refunded. Well, it wasn't, they took the money from our account. This is now the second major incident involving ******** Hotels we have had in the past month. Hotel stays are supposed to be relaxing and enjoyable, instead staying at ******** has become a frustrating and time consuming experience. I am now having to spend time away from my work to deal with this issue. This is ridiculous and absurd.I request that my security deposit be refunded and my points restored as fair compensation for this incident.

  Business response

  07/12/2024

  
  BBB Case #: 21930810
  Hotel Site #: 64806
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ************************* at the ********* property in ***************, *** 
  
  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.
  
  We sent this to our Research team who have advised the $75 deposit was released by the property on June 30th. Please allow 5-7 business days to see that on your account.  If you do not see it, please send in actual credit card billing statement or banking statement once you receive it showing all the charges from the property as we do not have access to their billing system.  
  
   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, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************

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