Complaints

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stayed at the Days Inn June 1-3, 2023 - Had a complaint about the elevators being down for the duration of my stay (ADA violation) and the quality of my room - no hot water - Tried to get in contact with the property manager, *************************, while checking out but he was unavailable so I have called and emailed the contact info on his business card, leaving multiple messages. He never returned any of my calls or emails. - I finally contacted Wyndham customer support since I could not get in touch with the proprty manager and their best offer of compensation was 7,000 points towards their rewards program, or 25% refund of my bill. - I am seeking a 50% refund, or the rate of one of the nights I stayed at the hotel, since I have been trying to get this issue resoved for over a month. - I paid $543.88 for 2 nights at the Days Inn, and couldn't even easily access my room or take a hot shower.

  Business response

  07/25/2023

  Hello *********
  
  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent Days Inn by Wyndham experience.
  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $221.50, as a one-time goodwill gesture from Wyndham.  This is the first night charge. 
  
  Please verify your mailing address and your full name in your reply, and we will process your refund.
  Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
  
  Kind regards,
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer response

  07/25/2023

  
  (Contains personal info at the request of the business) 

  
  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. 

  Wyndham requires that I verify my name and address so that I may receive my refund, please forward the below information to their liaison: 

  ***************************

  *** **********

  Apt **

  Bensalem, PA *****

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

  Customer response

  08/01/2023

  Wyndham requires that I verify my name and address so that I may receive my refund, please forward the below information to their liaison: 
  ******** *****
  *** ******* **
  Apt **
  Bensalem, PA *****
  
  Regards,
  
  ******** *****

  Customer response

  09/05/2023

  Hello, 
  I am following up on this same complaint that I filed in July concerning the Days Inn in Hershey, PA. The Wyndham representative acknowledged the complaint after the BBB reached out and we came to an agreement that I would receive a check for $221.50 from Wyndham, but I have yet to receive the check. 

  I believe Wyndham needs my address, which I tried to confirm through the BBB communication but I'm not sure if that info was ever forwarded. I haven't been able to reach Wyndham through any other channels to followup or provide my address details. Please advise.

  
  Thanks, 
  ********

  Business response

  09/14/2023

  Hello ********,
  
  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent Days Inn by Wyndham experience.
  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $221.50, as a one-time goodwill gesture from Wyndham.  This is the first night charge. 
  

  Our apologies ********, we had technical issues with our checks. Your check was mailed out through the US Postal System on September 6, 2023. Please allow 3-4 weeks to receive it. 

  Kind regards,

  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer response

  09/15/2023

  [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

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This inquiry is related to booking number: ******************** and PIN Number: ****** and confirmation number: *********. Somehow my booking was made for 7/22/23 though my plans for vacation were for 6/22/23. I attempted to check in and actually stayed at the property on 6/22/23. When I went to check in on 6/22, they would NOT honor my 7/22 made in error and charged me their full rate which totaled $334.39 which was even higher than my booking.com rate that I also paid for of $280. I am requesting a refund credit of the $334.39. The Hotel general manager, **. *************************.  I am also very unhappy about being charged extra for the night I did stay, not to mention my stay was a horrible experience. Please advise. Thanks *****************

  Business response

  07/03/2023

  BBB Case #: 20265943
  Hotel Site #: 06452
  Customer Care Case #: ********
  
  Dear Contact:

  Thank you for notifying our office of the concern filed by ***************** at the Days Inn by Wyndham property in Hershey, PA. 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 July 6, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

*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. ↩