Baymont Inn Suites Grafton

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Thank you for the follinformationI look forward to working with Wyn Corporation towards a resolution of this issueThat said, based on our communications experience with this hotel, I do not accept the assurance of contact as a resolution of the issueI will gladly indicate when a resolution is reached, at that timeIn the meantime, the complaint should remain openIf you have any questions, please let me know Thank you [redacted]

Dear Contact:
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Thank you for
notifying our office of the concern filed by *** ***, at the Baymont
Inn and Suites property located in Grafton, WI We are sincerely sorry to hear we did not
provide the guest, with an excellent Baymont Inn and Suites experienceYou can
count on our team to help resolve your concerns
To assist Mr
*** in reaching a resolution, I’ve informed the property’s general
manager of the situation*** *** *** will contact Mr*** by
August 4. As a company, we’re committed
to delivering a great experience with every stay with us
If for some reason
Mr***’s concern is not resolved, please contact me directly at *** and I will personally help address his needs
Count on me,
Sincerely,
*** ***
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for the follow-up information. I look forward to working with Wyn Corporation towards a resolution of this issue. That said, based on our communications experience with this hotel, I do not accept the assurance of contact as a resolution of the issue. I will gladly indicate when a resolution is reached, at that time. In the meantime, the complaint should remain open. If you have any questions, please let me know. 
Thank you.
[redacted]

Review: A two-night room block was created for a wedding in June. Under that block, 6 rooms were actually booked on Friday night and 26 rooms were actually booked on Saturday night. Each of those rooms was confirmed electronically three days before the Friday check-in, and verbally one day before the Friday check-in. When out-of-state guests arrived on Friday, they were told they had no reservation and no record of our room block existed. In all, 5 rooms were lost for Friday night, and 25 rooms were lost for Saturday night. The bride and groom had to postpone their rehearsal and dinner in order to scramble to find that many rooms on short notice for their out of state guests. Eventually, rooms for approximately half of the expected guests were located, scattered at hotels in different directions, each 25+ miles away. After that scramble, and notifying all in-state guests that they would not have accommodations, as well as reserving additional shuttle buses for the now wide area commute, the Baymont called back to inform us that they had cancelled all of the non-wedding arrivals for the next day and would be able to get our entire group in. Despite my nervousness about trusting the Baymont after the debacle that day, the manager, [redacted], gave me assurances that every guest was in the system, in the computer, reserved, and would have a room on arrival. We would still be out on our own for Friday night, but the night of the wedding itself would be ok. Our option at that point was to trust in the Baymont management and take them at their word, or keep all of the random hotel rooms scattered through four counties, as well as thousands of extra dollar for additional shuttle service beyond the one shuttle to drive to the Grafton hotel. Ultimately, we decided to trust the management staff of the Baymont, cancel our outlying rooms and shuttles, and keep all of our guests in one city, close to the wedding. We found alternate hotels for Friday night for some, and others had to return to their homes after the rehearsal. Come Saturday, wedding day, I was shocked, angered, disgusted, and honestly sick to my stomach when I received a call from my father that morning. He said that he was in the hotel lobby, trying to check in, and that they had again lost our entire room block, that the Baymont “just wasn’t going to be able to accommodate” us. After informing the manager (the same one who 12 hours earlier assured us the rooms were available and secure) that his answer was unacceptable, I had to begin the previous day’s frantic search for accommodations and transportation all over again, only this time without the benefit of the internet at my home. I had to begin this process while sitting on a pew in my wedding venue, where the ceremony was to begin in a few hours. As my father stood at the hotel for the entire day, trying to sort out what was happening behind the desk, it became quite clear that the Baymont staff did not even know how many rooms they had booked hotel-wide for that day. They could not find, anywhere in their system, anything to tell them how many rooms were accounted for and by who. Ultimately, they were able to get many guests housed by placing them in a wing of the hotel that was under construction, with unfinished walls and floors, missing furniture, non-working utilities, contractor equipment lying around, and dust in the air. I don’t even know if the fire sprinkler system was functional in that part of the building. Many guests had to drive home after the wedding or share rooms with other guests after they found their rooms to be completely uninhabitable. The bride and groom lost one of their rooms, and the groom’s mother and sister had to relocate to a room with friends, as their allergies were unable to tolerate the dust and debris in their own room . Throughout all of this, the hotel management staff and owner could muster nothing more than to blame the incident on the groom. The hotel owner could do nothing more than accuse the groom of initiating the cancellation of all rooms in the reserved hotel block, despite the manager acknowledging that it was the hotel who screwed up. Neither the owner nor manager had any paperwork, records or documentation of anything to do with this incident. Following this nightmare of an experience in customer service and quality, the Baymont has thus far added insult to injury by “losing” the gift bags that had been dropped off in advance of the wedding weekend. They were supposed to be placed in the out of town guests’ rooms for their arrival, which obviously did not go as planned. When we went to retrieve the bags, they were nowhere to be found. Our guests confirmed that they did not receive a gift bag in their rooms. The hotel has not been able to answer for their whereabouts. Additionally, the hotel management has ignored several attempts to contact them for answers, explanations, and a satisfactory outcome for our guests, some of whom were still charged for this unbelievable stay. We are currently trying to work with Wyndham Worldwide, parent of the Baymont Hotel, to find a way to achieve an acceptable resolution to this issue. It is my hope that working through the Revdex.com as well, will help to educate other potential customers of the Baymont, so that they can avoid this wonderful wedding memory that my family and friends now have to live with. That a business in the “hospitality” industry can operate while lying to, ignoring, and stealing from their customers makes me sick. This narrative serves as a general summary of that weekend’s events. I will gladly fill in the additional history and details regarding this management team’s false promises and poor customer service if needed.Desired Settlement: 1) The seven rooms from our party who were charged for Saturday June 21 should have their credit card charges reversed.

2) The hotel should compensate my wife and I for the "lost" guest gift bags.

3) The hotel owner should accept responsibility for his company's actions and apologize for falsely blaming the groom for the hotel's errors... particularly after his agent, hotel manager [redacted], admitted fault for losing the entire block of booked and confirmed rooms twice.

4) The Baymont Hotel should work with the bride and groom to agree on an acceptable form of restitution/compensation for the guests whose travel plans were altered and in some cases ruined by the lack of organization, professionalism, and customer service on the part of the Baymont Hotel and its management/ownership team.

Business

Response:

Dear Contact:

Thank you for

notifying our office of the concern filed by [redacted], at the Baymont

Inn and Suites property located in Grafton, WI. We are sincerely sorry to hear we did not

provide the guest, with an excellent Baymont Inn and Suites experience. You can

count on our team to help resolve your concerns.

To assist Mr.

[redacted] in reaching a resolution, I’ve informed the property’s general

manager of the situation. [redacted] will contact Mr. [redacted] by

August 4. As a company, we’re committed

to delivering a great experience with every stay with us.

If for some reason

Mr. [redacted]’s concern is not resolved, please contact me directly at [redacted] and I will personally help address his needs.

Count on me,

Sincerely,

Consumer

Response: