Baymont Inn & Suites

About four visitors were sitting just outside by the main entry and smoking with management staff while we were gathering out items out of the car. The bicycles that were stored just past the entry in the landscaping made this place appear very poorly managed. At the front desk, the managers wife checked us in. Her attire was very unprofessional and very worn (like she still had her high school t-shirt from 13 years ago). We walked into the room to find holes and stains on our bedding. We called the third party we booked through and they called the hotel. The manager came to the door and was beating (not knocking) at the door. He showed up in his jeans and a hat (very professional). He just walked in the room without asking for permission and asked to see what we were talking about. I showed him the holes in the sheets and the stains on the bedding; he responded rudely "It's not blood. If it was blood we'd refund you the money." He refused to refund us what we paid and offered us to stay in a different room. That place was nasty. I could not sit on the beds because I was grossed out by the poor cleanliness. Needless to say, there was no way I was sleeping in another room of theirs. We picked up our luggage and walked out of that place as fast as possible. We never got a refund nor did we try to get it back again, but sleeping there was not worth catching something.

Review: Towels not delivered to the room upon request.

I stayed at the Days Inn Glendale/Milwaukee N. Area on 7/27-7/30/2014. I believe I was in room 105. My trip number was [redacted] and my confirmation number was 51670362. On 7/29, I decided to take a nap during the middle of the day with the do not disturb sign up for about an hour to an hour and a half. While out before the nap, housekeeping removed the dirty towels but did not replace with clean ones. After the nap, I left the hotel without asking for towels noticing that housekeeping was still working on the other wing and removed the Do Not Disturb. Upon return after dinner, when I noticed no towels in the room, I was told by the front desk that the hotel ran out of towels entirely. The best that could be done was that I could be placed on a towel priority list which would get them to me at 8 or 9 am the next day, despite the fact that I had a 9am interview on the other side of town, which I informed the front desk but they were unwilling to offer any kind of assistance. Additionally, this towel priority service did not deliver before 9am or even when I checked out of the hotel at 11am. I called both Days Inn customer service and Priceline, and was told that I was not entitled to any compensation or assistance because my Do Not Disturb was up for just part of the day despite no policy indicating that this would prevent me from getting essential services. As someone who sweats while sleeping and stayed at the hotel for the sole purpose of preparing for this job interview, the staff let me down.Desired Settlement: At a minimum, I am hoping that the hotel takes action to change their policy stating specific hours that items like towels cannot be obtained. The hotel directory states that the front desk is open 24 hours and signage that the front desk will be willing to provide necessary items for a stay. I also hope for 7 dollars to compensate me for the bath towel I needed to go drive out and buy at Walgreens , which doesn't take into account my time. Ideally, I want a full night refunded as the inability

Business

Response:

Dear Contact:

Thank you for

notifying our office of the concern filed by Harrison [redacted], at the Days Inn

property located in Glendale, WI. We

are sincerely sorry to hear we did not provide the guest, with an excellent

Days Inn 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. The general manager will contact Mr. [redacted] by 8/22. 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 [email protected]

and I will personally help address his needs.

Count on me,

Sincerely,

Customer Care

Representative

Review: I tried calling the Baymont hotel to make a reservation and could not get through so I went to their website to book the reservation via my smart phone. When you select their hotel via the mobile optimized app on the web the checkin / checkout dates are not clearly visible. When you select the hotel there is no date listed and it is asking for your personal information and payment information. When you click submit the hotel is booked. In this case it was July 3rd when I was booking the reservation which was for July 7th. I didn't realize this and when I showed up to the hotel on the 7th they didn't have my reservation. They got me a room at a higher price and I explained that I incorrectly booked the wrong date and would call them to sort out. Since I didn't show on July 3rd I was billed a room and night expense.

I called twice to sort this out and each time the person said they would have a manager call me to discuss. I have waited over 1 1/2 months and have heard nothing from them. Since I was not trying to get out of staying at their hotel as I did on July 7th and this was an error on the date selection I am extremely surprised they would not contact me and refund my money for that night stay. This is extremely greedy in my mind and unethical regardless of their policy of payment if not canceled before 6pm.

When I tried to contact the manager via the email on their website the email address is bad.Desired Settlement: I want a refund of the amount of money for the July 3rd night that I did not stay.

Consumer

Response:

No I have not heard from them. I am really amazed for a large

business that they do not even acknowledge any of my messages or yours.

Thanks

Business

Response:

Thank you for notifying our office of the concern filed by [redacted], at the Baymont Inn and Suites property located in Onalaska, WI.

The Baymont Inn and Suites chain is committed to assuring that all of its properties provide good 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 his concerns with the property. Each Baymont Inn and Suites hotel is independently owned and operated under a Baymont Inn and Suites franchise. This means that the property’s management is responsible for meeting Baymont Inn and Suites standards and for day-to-day operations.

After thorough review, we feel the best resolution would be achieved by direct communication between the property management and [redacted]. Once again, we certainly do apologize for any inconvenience this may have caused.

If your office requires any further information regarding this resolution, please contact me at [redacted].

Count on me,

Customer Care Specialist

Business

Response:

This was Resolved we refunded the double bill and there is no further refund due.

Consumer

Response:

Review: I booked my room through [redacted] for a 7/4/14 stay. I specifically chose this property because there was no requirement to pre-pay. I could pay for the room at the time I checked in. This was great as I wasn't 100% I would need the room. The reservation required a card number to hold the room. I entered my debit card with the understanding that the card wouldn't be charged as I paid for the room at the time of check in. The morning of July 4th I was balancing my checkbook and found that my card had in fact been charged. I called the property immediately and explained the situation. The young man working the desk,[redacted], issued a credit immediately which hit my account on 7/7. I checked in later that day providing a credit card - not debit card - for my stay. A few days later I was balancing my checkbook only to discover that my card had been charged again. I called the property and [redacted] was working again. I explained the issue. He indicated that the room needed to be paid for. Could I fax my information. No. Not only do I not have a fax machine in my office (I work from home) that is not acceptable security for my credit information. He then asked if I could take a picture of the card and my ID and text it. Again no. Seriously? The only recourse was for me to leave on my debit card - NO - or drive 50+ miles back to hotel to pay for the room. NO. I requested that a manager call me. In the interim I Googled the property only to find that this isn't the first time this has happened. When the manager failed to call me within a week, I contacted their corporate office which is Wyndham Hotels. I was told the property had days to resolve the issue and I had to wait until the end of that time before the corporate office would review and decide what they were going to do. Again, seriously? I called the property again and reached a manager named [redacted]. I went through the entire debacle with him again. He was less than customer service friendly. When he asked who checked me in and I described the young lady behind the front desk, he point blank told me that I was wrong, he was the only one working on July 4th. Unless [redacted] has a squeaky voice, blonde hair and [redacted] he did not check me in. He finally agreed to refund my money without charging me for the room. That was two weeks ago (7/16). I have yet to receive the funds. I reached out to the corporate office again [redacted] I received a return phone call which I have returned - FOUR TIMES with no return call.Desired Settlement: I want my money returned ASAP.

Business

Response:

[redacted] called from the business. She said that during this time the hotel bought into the Baymont Inn and Suites franchise and due to that change there was a issue with the credit card processing and the customer was charged double. She has since been contacted and refunded plus given a free stay.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have in fact received a refund check from Baymont. I was not, however offered a free stay.

Regards,

Business

Response:

Revdex.com spoke with [redacted] (not a[redacted]). She stated that the customer was refunded but they would be happy to send a gift certificate for an additional stay, she thought they had done that when we last spoke but again is willing to do that.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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. If the company does not perform as promised I can get back to you at: [redacted]

A certificate for another night's stay at a property would be welcome. Preferably not the one I stayed at.

Regards,

Review: In July 2014 we made a reservation by telephone with Baymont Inn for the night of July 19, 2014. I give them my credit card number to hold the reservation.On July 17, 2014 we called to check the reservation and were told that they had no reservation under our name or under the confirmation number. I asked if they could give us a reservation and was told they had nothing available. I told the clerk that if they charged on my card we would not pay. I then secured reservations at another hotel.We were not even in Warrenton on July 22 but Baymont Inn charged us anyway. The charge lists a folio number if needed.I am protesting the charge to Baymont Inn and reporting this incident and fraudulent charge to my credit card company and to Baymont Inn, as well as the Revdex.com.Desired Settlement: A credit issued to my credit card company immediately. I did not pay the charge.

Business

Response:

Revdex.com spoke with [redacted] from the company and they spelled the consumer's name wrong in their system and they have refunded the consumer's card the full amount of $114.92.

Review: I booked through their website, to stay one (1) night on 7-21-14. Upon arrival, I noticed that the whole lobby, located on the first floor had a strong cigarette smoke odor. I asked the front receptionist, the reason for that and he stated that the first floor rooms were for smoking and pets. I informed him, that my two (2) young children were traveling with me. He informed me, that the second floor were non-smoking rooms and that it would't be a issue. I took his work for it and checked-in. Within ten (10) minutes of being inside the room, my throat started aching due to the smoke inhalation from the lobby and that most likely came into the vents of the second floor rooms from the first floor rooms. I returned to the front desk and asked if If I can be issued a refund. I explained to him, that it would be a health concern to expose my children into that type of environment. He told me to contact the Manager for a refund. I contacted the General Manager ([redacted]) who said he was going to resolve this issue no later than tomorrow. I have attempted to contact him several times by telephone ###-###-#### and via e-mail [redacted]finehospitality.com and sadly no response! He left me no choice but to file a complaint.Desired Settlement: $94.48 that was debited from my account on 7-23-14.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10165703, and find that this resolution is satisfactory to me.

Regards,

Review: Baymont inn & suites wouldnt refund my money after I paid $134 for one night and neither the T.V. Nor the telephone worked in the room. I asked to be put in another room & I was advised that they had no vacancies n I'd have to speak to the GM the following day because the front desk didnt have authority to resolve the issue. I went back the next day & was advised that they couldn't reimburse my money because it took me 3 hrs to realize the t.v. Didnt work n then implied that I was using to room to mess around with my boyfriend for a few hours n wanted to get my money back once I was done messing around with him.... Which the real reason was because my fianc and I went to dinner n shopped at the Camarillo outlets before bringing our stuff into our room n thats when we turned the tv on an realized it wasn't working.Desired Settlement: All I want is my money back. I had to rent a room at the days inn for another $120 because I wasnt going to stay in a room I could not be comfortable in.

Review: I was double-charged for my hotel stay, and the last night of our reservation was not honored. Below is the payment/booking information through hotwire.com.Purchased/prepaid via Hotwire.comReservations 5/7 - 5/12/13Total: $380.05Date of transaction: February 21, 2013Our reservation was Tuesday 5/7 through Sunday 5/12 (5 nights). We were locked out of the room on Saturday 5/11 - front desk stated that our reservation was only through the 11th.Even though I prepaid, I was charged again with 4 transactions for our stay, and can provide FI Transaction IDs/or other proof if needed: 5/10/13 Baymont Inn Suite $87.30 5/13/13 Baymont Inn Suite $87.30 5/13/13 Baymont Inn Suite $87.30 5/13/13 Baymont Inn Suite $87.30Desired Settlement: I am asking for the extra charges to be refunded (4x$87.30)as well as the night that we were locked out and did not stay (rate was $66, the tax was $10.01), and reimbursed for the four NSF fees (4x$37) which the unauthorized transactions incurred, which would be a total of $573.21. To date, no recovery has been able to be made by my financial institution.