Complaints

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband and I stayed at the Howard Johnson hotel from Sept. 29 to Oct. 1. It was a two night stay. We were in *******, ** for ********** Universities family weekend. We arrived at the Howard Johnson around 11pm on Friday Sept. 29. We checked into the hotel and paid the $289.80. Since it was the family weekend for the university, the prices were highly inflated since there were no other hotels with vacancies. When we walked into our room the first thing we noticed were cockroaches everywhere. They were crawling on the floor, the counters, and even one crawled up the shower curtain as I was taking a shower. The tub had a hole in the side of it and the roof looked like it was caving in. We talked to the front desk and were told it was nonrefundable. We sat there with the lights on hoping it would scare off the majority of cockroaches since no other hotel had openings. The next night, the same thing. We came back to our hotel around 10pm and sat there until 3am when we could not take it anymore and left to drive home. I would really like my money back since we were never even able to sleep there due to the deplorable conditions. I have tried contacting the main franchise, Wyndham, three times and even though it says they will respond within a week, we are going on two with no response. The least they can do is give me a refund for the $289.80 since we were never even able to lay our heads down. The person at the front could have easily walked into our room and seen what it looked like but I think they already knew which is why they declined to give us our money back.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a room through Agoda website to check in 09/18/23 and out 09/19/23. Upon arrival I checked into the front desk. I was charged a $50 deposit (which was not mentioned in the terms). Upon entering the room I noticed a rancid smell. It smelled like a dirty restroom. The room was excessively cold as of to mask the ugly smell. After being in the room for a matter of seconds, I saw several roaches crawling on the table and walls. There were small bugs crawling on the night stands. Unbelievably there were even blood stains on the mattress. Needless to say I refused to stay in a hotel with such deplorable conditions. I was refunded my deposit, but was told to contact ***** for a refund on the room. Management obviously knows they have an infestation on their hands and takes advantage of their no refund policy to scam unknowing patrons out of their hard earned money. I simply want my money back that I paid for a room to sleep in but couldnt not do so due to their gross negligence on maintaining the hotel.

  Customer response

  09/20/2023

  The business is not willing to take ownership of the deplorable state the hotel is in and are not offering a satisfactory resolution. They instead chose to insinuate that my partner and I used the room in the 25 minutes it took for us to go out to our vehicle, get our belongings and go up to the room. They are indeed aware of the condition of the hotel and have decided to not do anything about it. I want my money refunded now! 

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I checked in to the Howard Johnson by Wyndam in Lubbock on October 27, 2022 for a 3 night stay. The room was filthy, damp, moldy, and had a foul smell. It was later in the evening, I had been traveling for 10 hours, and exhausted, so decided to stick it out and address it in the morning. Turned the air on and it blew air but was not cooling. I woke up the next morning to a much worse smell - like something had died in the room- and water along the exterior wall roughly 2 1/2 feet into the room. As I left for the day, I reported this to the front desk. I was told it would be looked into and either repaired or I would be moved to another room. I returned later that evening, the smell was unbearable and there was a 6inch fan sitting on the floor blowing on the wet carpet. I immediately went to the front desk and stated I needed another room immediately. He told me to wait as he checked in another guest. I took a cart and said I was going to get my belongings. When I came back, there were several more people in the lobby and he proceeded to assist them. I interrupted, and said "before you check in anyone else, I need to know that you have another room for me". He said "yes, it's not a problem." When he finally got back to me, he tells me he's sorry but there are no more rooms! I thought he was trying to be funny at first. No. I had just been left room-less after 11pm, Friday of Texas Tech Parents Weekend, Mahomes Induction, and Rodeo weekend; nearly impossible to find an available room in town. I insisted on a full refund for the 3 nights I paid for. He agreed to refund 2 nights, but not the 1 I had already stayed in the damp, dirty, moldy, foul smelling dump. Unacceptable. Paying anything for this horrific experience and being left without a room late at night, was sickening. I still hope to be reimbursed, but more importantly, this place needs to be inspected for safety, sanitation, toxic mold, and specifically whatever died in room 110.

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