ComplaintsforDays Inn

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  BBB,I am still waiting to hear from *******'s customer service department. I was told on 7/31/2022, that I would be contacted in 3 days. It is now 8/20/22. I have emailed them 3 times since and I keep being told it will take 1-3 days.My case (********) has not been resolved. Please see the 4 attachments that were sent to me by the manager at Days Inn in ********* on March 27, 2022. Initially, I was to stay at the Days Inn in *********, ** from Sunday, February 13, 2022 to Saturday, February 19, 2022. However, I had a family emergency and left the morning of February 15, 2022. I checked out at 7:50AM, as I had an early flight. ******** told me their system was down. I told him, ****, Im just letting you know that I am checking out now. I thought everything was fine until I received a bill for the full week. I spoke with the manager and told him what happened. He asked that I pay for the 3 nights because of short notice. I agreed and that was that.Two months later, on May 31, 2022, the refund was reversed and I was charged ******. I had no notice, email, or receipt. I found out about the charge on July 31, 2022, as this is my job's travel card and I had not been traveling for work.I called the Days Inn in ********* and was told that the charge was so long ago that I needed to talk to customer service. I spoke with *****, who assured me that I would receive a call within a week to resolve the issue. Sadly, that call has not come.I asked that the ****** charge be refunded to my card as soon as possible. I must have the matter resolved for my job's sake by 8/31/2022.I look forward to resolving this matter.Respectfully,******

  Business response

  08/24/2022

  BBB Case #: 17745816
  ***** Site #: 17927
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by *********************** at the Days Inn by Wyndham 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, we feel the best resolution will be achieved by direct communication between the property management and the guest.

  Upon further review the credit card on file was charged the full 6 night stay amount of $1,117.01 on February 19, 2022.  On March 27th, 2022 the credit card was refunded $594.24.  We were unable to locate any other charges to the credit card on file, and no charges/refunds of any amount matching the $830.81 that the guest stated they were refunded and then charged again.  The guest will need to provide a complete official statement of charges for further review.

  What we are able to accept as a VALID Statement of charges:
  
  1.    Must have banking ***************************** on the Statement
  2.    Personal/Confidential Information blacked out
  3.    Must be CURRENT most recent statement
  
  What we are not able to accept as a ************************************** ***** Folio
  2.    ******************** Information
  3.    No ******************* Information
  4.    Screenshot of just the charges/no other information included
  5.    A previous month statement
  
  For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.

  Kind Regards,

  *******
  Liaison, Customer Care
  
  
  Wyndham *****s & Resorts, Inc.
  Office: ************

  
  Once again, we apologize for any inconvenience this may have caused.
  Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********************

  Customer response

  08/24/2022

  [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,
  
  ***********************

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