Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unresolved

  More info

  I stayed at the hotel, which I had prepaid for in advance, from August 4 - Aug 5, 2024. Once I got settled in my room and tried to turn on the TV, there was a message there was no signal, so I called the front desk immediately for help. The rep who answered my call angrily yelled at me that "he told me there would be no TV service when I checked in;" this was not true. When I asked about compensation, I was told there would be none. I was very much looking forward to having TV service as a part of my stay, and I would have booked the hotel across the street had I known this would have been an issue. Since access to TV is promised as an amenity, I am asking a full refund, as they did not follow through with this promise.

  Business response

  08/07/2024

  BBB Case #: ********Hotel Site #: *****Customer Care Case #: ********Dear Contact:Thank you for notifying our office of the concern filed by ***** ***** at the Howard Johnson property in Lexington, VA.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 11, 2024. As a company, we’re 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 CareWyndham Hotels & Resorts, Inc.Office: ###-###-####

  Customer response

  08/12/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was able to upload screen shots of conversations I've had with the business. I was promised a full refund to my credit card, which was never given. It seems like booking.com is working with the company in this complaint to intentionally scam me out of the refund that was promised me, in writing, by continually giving me the run-around. Image 1: shot of message received from booking.com on Aug 11, 2024, stating I can no longer reply to that email (meaning, if I contacted customer service, I would be speaking, yet again, to someone who is not familiar with my case)Image 2: shot of message received from booking.com on Aug 11, 2024, stating “they were not able to reach an agreement between I and the accommodation” - this is wrong, see image 4, in which I’ve received a message from Howard Johnson by Wyndham, sent aug 7, 2024, telling me to contact booking.com for the full refund they are issuing me, including Customer Care Case No. ******** - ref:************************:refImage 3: a message from booking.com saying my “cash is ready;” it shows $23.35. I’m not sure what this is in regards to, as I was promised a full refund, to my credit card, not ***********, and that amount is $77.83Image 4: shot of message from Howard Johnson by Wyndam, sent aug 7, 2024, telling me to contact booking.com for the full refund they are issuing me, including Customer Care Case No. ******** - ref:************************:refImage 5: my email to Howard Johnson Hotel by Wyndam Lexington, letting them know *********** told me they need a written confirmation, even though I’d provided their original message that told me to contact *********** so they could refund my card, and I provided the reference number to booking.com as wellImage 6: shot of my email showing *****, Customer Care, Wyndham Hotels & Resorts, telling me to reach out to the “property and/or 3rd party” as the property has stated they have refunded  the 3rd party. My credit card has not been refunded. When I communicated this to the business in an email on Aug 10th, 2024, I never got a reply. I will also be filing a complaint against *********** if that is an option. Regards, ***** ***** 

  Business response

  08/13/2024

  BBB Case #: ********Hotel Site #: *****Customer Care Case #: ********Dear Contact:Thank you for notifying our office of the concern filed by ***** ***** at the Howard Johnson property in LEXINGTON, VA. 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, the third-party booking company 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 CareWyndham Hotels & Resorts, Inc.Office: ###-###-####

  Customer response

  08/14/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is seeming more and more like an intentional scam to not honor the fact that I was told, in writing, with a reference number provided, I would be granted a full refund. It is very suspicious that I was told, in writing, in no uncertain terms, that my credit card would be fully refunded, but now I am being asked to contact the third party, the hotel, organize communications between them, and I've already done that, over and over again, and have just been given the run-around. I'm wondering if the person who promised me the refund is being held responsible in any way, or are reps just trained to make false promises of refunds that they never intend to carry out? I cannot imagine this is legal.  Regards, ***** ***** 

*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. ↩