Complaints

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My uncle, (********* *******), his Fiance, (*************************), myself, (*************************), and my little brother, (*****************************************) all went to Days Inn, On 07/01/2022-07/02/2022 We stayed in ***, left and came back the same day to book a second room, (room ***). That room had roaches living in the walls behind our fridge that was up against the wall. On top of that there were many health hazard throughout each room. When we came back up to our room we saw the roaches. All of our luggage was open on the floor, and some of our things were placed on the table, on the left hand side of the fridge. We moved it and saw them all coming out of the walls at the base of the floor so we thought they possibly could have gotten into our open luggage. We went down to the lobby and told the supervisor male about this issue. He had done nothing but laugh nervously stating that things happen and people bring them from home and it wasn't the hotel. He had instructed us to room 401, after stating we had to wait until morning for the top manager to come in and give us a refund for the original room being ***. We all agreed we didn't want to stay after that but he said the main manager would take care of the situation and help us with our refund because he "couldn't". The next day that manager came in, (Lolita C****** stated we were all lying, that the first male supervisor knew the policy and regulations, stating he did not say that and we were not allowed to get our money back since we stayed until morning. She stated she called him, while we were upstairs collecting our things to leave, and Lolita plus a second man said he never told us that would get a refund. This was after 20 min. of arguing. They originally refused to call him. She gave us $40, the other man stated they never had complaints of roaches before us, so they could charge us for fumigation since they had to gas the room, yelling that we brought them from home. Then yelled at us that they had to clean the rooms

  Business response

  07/11/2022

  BBB 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 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 ccspecial@wyndham.com and I will personally help address the guest's needs.

  Melissa
  Liaison, Customer Care
  Wyndham Hotels & 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. ↩