ComplaintsforWyndham Hotels and Resorts

Name: Wyndham Hotels and Resorts
Address: 12448 Poway Rd, Poway, CA, 92064, USA
Telephone: (858) 748-7311

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Initial Complaint
11/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 16 I accidentally booked a hotel with my Wyndham Rewards account in *******************. It was meant to be a reservation for December 23 but it was booked for that night. I lost ****** reward points for this even though I immediately cancelled the room and rebooked it. I have tried to contact their support 4 times and each time receive a message my complaint is being escalated and no one ever replied to me. I just want my points redeposited to my account. My username with Wyndham Rewards is mkdaly215.
Business response
11/25/2024
BBB Case #: 22597575
Hotel Site #: 34346
Customer Care Case #: ********
Dear ******* ****,
I hope this finds you well.

I have returned the ****** Wyndham Reward points, as a goodwill gesture, to your account which you can use towards a discounted stay up to a free night stay, depending on availability. Please be sure to check online at ***************************************************************************************************************************************
We trust that you will enjoy your next stay with us, and we look forward to helping you with your future travel plans.

Thank you for choosing Wyndham Hotels & Resorts!

Kind regards,
*******
Liaison, Customer Care
********************************************* & ********************
Customer response
11/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ****
Initial Complaint
11/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a reservation in August on *********** for stay at Wyndham **********************. I specifically chose a queen bed as my reservation was for two persons. Upon contacting the property, I was informed that a queen bed cannot be guaranteed and was based on availability. It took several attempts on my part for them to respond to questions that I had about the hotel ; when they did respond it was slow and questions not adequately addressed. I have attempted calling but they either do not pick up the phone and on the occasion that they did, a front desk staff hung up on me. I requested that my reservation be cancelled but it was denied by the hotel.
Business response
11/21/2024

BBB Case #: 22585317
Hotel Site #: 52569
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ******* ******* at the Wyndham Hotels and Resorts property in *******
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 November 24, 2024. 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: ************
Initial Complaint
10/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
1. October 19, 2024 2a. Price of original Reservation $710.55 USD 2b. Price of new hotel: $724.94 2c. Total of ubers: $29.18 3. A hotel room for the duration of our reservation 4. We had a reservation with a confirmation email at the ***********. We arrived at the hotel at around 11pm the night of our reservation and we were told by the front desk that they did not have a reservation for us and they were completly sold out and did not have any rooms to give us. I am almost 8 months pregnant and at 12am after a whole day traveling had to go and find a new hotel last minute. We had to book a much lower class hotel since that is the only one we could find available at that hour so besides for all the stress this caused, I also did not sleep well in the low class hotel I would usually never book. I want to be compensated for the last minute hotel we had to book and the extra ubers we had to take due to this inconvience. Original Reservation: 82241EE004475 5. No. Everyone I speak to is telling me to call someoen else. No one is taking responsbility for this. 6. NA
Business response
10/30/2024

BBB Case #: 22489078
Hotel Site #: 51493
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ******* ****** at the ********************* property in *********, NV.
Please advise the guest that we will forward their concern to ********************* and they will contact the guest to resolve the matter.
Thank you
*******
Liaison, Customer Care
********************************************* & ********************, Inc.
Office: ************
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a week stay at Baymont by Wyndham in ******* ******** and after driving 900 miles I checked into a filthy room with p*** in the toilet and hair all over the bathroom. I was given another room after providing pictures to the front desk and that bathroom was filthy too!Since I booked via a third party I called them to ask if I could get a refund so I could go somewhere else but they said *** at the front desk declined. I have sent the pictures to my bank and filed a chargeback. This is unacceptable. One of the nastiest hotels I've ever been too and will forsure being staying with ****** only from here on out. Priceline Trip: 666-290-125-18.
Business response
10/28/2024

BBB Case #: 22478816
Hotel Site #: 17819
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ******** ******* at the Baymont property in *******, MI.
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 November 1, 2024. 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: ************
Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made a reservation and checked into the Wyndham *******************. When i arrived to my room i found the furnishings so dirty you could not sit on them. There was trash in the room and i found bugs in the bathroom. I left a review and was emailed by a manager. I have responded to the email twice and left 2 messages and have not received a response. The email i received thanked me for speaking with her which was a lie. She never spoke to me. I am very dissapointed that this hotel is allowed to be a Grand. It is absolutely disgusting.
Business response
10/25/2024
BBB Case #: 2472360
Hotel Site #: 55979
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by **** ***** at the Wyndham Grand 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, the general manager informed us that they tried calling the guest twice and there was no answer; however, they stated they left a voicemail message. We feel the best resolution will be achieved by direct communication between the property management and the guest. The guest may contact the general manager via telephone at **************.
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,Customer Care
********************************************* & ********************. Inc.
Customer response
10/25/2024
I left multiple voicemails with management and emailed twice with no response prior to filing this complaint. Someone needs to inspect the hotel as it clearly doesn't meet brand standards.
Business response
10/28/2024
BBB Case #: 2472360
Hotel Site #: 55979
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by **** ***** at the Wyndham Grand 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, the general manager informed us that they tried calling the guest twice and there was no answer; however, they stated they left a voicemail message. We feel the best resolution will be achieved by direct communication between the property management and the guest. The guest may contact the general manager via telephone at **************.
Please reach out to ******* ****** at **********************************************************************************************

Thank you,
Michele
Liaison Customer Care
********************
Initial Complaint
10/24/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Wyndham has unilaterally zeroed out my points balance (from ******+) without any notification or recourse. 1. In 2022, when I opened a Wyndham brand credit-card, I was told by a Wyndham agent that my points do not expire. 2. Wyndham had my phone#/email/address, and chose NOT to even notify me about account activity and potential forfeiture of my points. (*****, for instance, notifies me months before my points are to expire).3. I reached out directly to Wyndham, and they provided no path to reinstate points. (Marriott, for instance, offers reinstatement of lost points once customer complete an activity within 3 months).Unlike other travel corporations with higher standards for customer service like ***** or Marriott, ********************** has chosen to stiff the customer. I will certainly be following up with state attorney generals, state senators/congressman, and the Wyndham C-suite team about this abusive practice if there is not a reasonable resolution via BBB.I will do everything in my power to bring this issue to fore so that Wyndham will discontinue the practice of stealing of customers hard earned points.Sincerely,****** ******
Business response
11/01/2024
Hello ******,

Thank you for reaching out to Wyndham Rewards.

In reviewing your account, I do see that your account was reactivated and the points reinstated on 10/29/2024 as a gesture of goodwill.

Wyndham Rewards points have a 4 year expiration date, but can be forfeited after 18 months of no activity. Activity is the earning and redeeming of Wyndham Rewards points. This information can be found in our terms and conditions at *******************************************************************************************.

You are able to see your upcoming point expirations and account inactivity on both the Wyndham Rewards website and app. It is under My Account Notifications.

Wyndham Rewards does send out emails regarding account balance, notifications, however I am showing you are not opted in to receive these emails. You can request to be subscribed to these emails by calling into member services at ************.

Sincerely,
******
Wyndham Rewards
Customer response
11/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi made a reservation for a hotel Ramada by Wyndham for 08-30-24 and upon arriving the hotel was dirty , smelted of mold and mildew which I addressed with the front desk associate named ****** and I stated I couldnt stay her ! And I stated I will need a refund and he stated to contact them on Sunday the manager will be there and when I did speak with him he was dismissive and rude ! The hotel was not as described they lied about how the room was with newer model pictures when in fact the hotel was unclean And furniture was dirty and it smelled ! I paid with a Groupon and I even contacted the ceo of Ramada he didnt even respond so that lets me further know what type of person he is which conflicts on his staff character
Business response
10/22/2024

BBB Case #: 22457677
Hotel Site #: 42551
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by Stefondra ****** at the Ramada property in *******, FL.
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 October 26, 2024. As a company, were committed to delivering a great experience with every stay with us.
f 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: ************
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am homeless. I have been staying at hotels using their app. They have been double and triple charging my bank account and moving my information around so that I cannot redeem points that Ive paid for.
Business response
10/21/2024

BBB Case #: 22450252
Hotel Site #:
Customer Care Case #:

Dear Contact:

Thank you for notifying our office of the concern filed by ***** ****-ming. 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:

Please send copy receipts as well for the stays.
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: ************
Initial Complaint
10/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Wyndham asked us to attend a sales presentation and in return they would give us 4 nights stay and $200 gift card. We attended the sales presentation and received the vouchers for the free nights stay. I was able to book the free stay and was told there would be only be tax. When we checked in, the concierge **** ***** continually lied to me and said that I would have to sign up for another presentation. She continually said that it was in the fine print and that we had to attend a presentation in order to redeem the free stay. She use deceit and coercion to try and get us to attend another presentation.
Business response
10/21/2024
BBB Case #: 22448813
Hotel Site #: 54198
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by **** ******. After reading the concern, we have determined this is a Wyndham Vacation Ownership concern. Wyndham Vacation Ownership and Wyndham Hotels & Resorts are two different entities. I have escalated this along to Wyndham Vacation Ownership who should be reaching out to you regarding your concern. They can also be reached directly by contacting ************** or via their website at ************************************.
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
10/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was a guest of the ********************* from 9/6/91. My stay was awful, and I notified the front desk about options, but that didn't work in my favor. The hotel is absolutely filthy and disgusting as to finding roaches in my bathroom because the faucet isn't properly sealed nor the shower, so roaches come in. I had to kill 3 different ones. That is rather disgusting. Then the actual upkeep of the rooms itself is absolutely disgusting itself too. Rust and mold on the shower. The outside of the property is a complete dump with homeless people all around it and trash all over. This is not what I call a good stay. This is rather disgusting that you guys even operate this hotel in these conditions. I asked to move rooms several different times due to the trash picking up at 4 AM, the condition of my room overall, the smell in the hallway, and kids running up and down the hallway. HOTEL STAFF DOES NOT CARE. I've stayed at cleaner motels for less. Disappointed and disappointed.
Business response
10/11/2024

BBB Case #: 22406433
Hotel Site #:
Customer Care Case #:

Dear Contact:

Thank you for notifying our office of the concern filed by Sean Thompson. 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.

Michele
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: 888-675-3379

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