Wyndham Garden Hotel

------ Forwarded message ----------From: E [redacted] , Tara< [redacted] @wyn.com>Date: Wed, Sep 16, at 4:PMSubject: WDF [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Dear Contact: Thank you for notifying our office of the concern filed by [redacted] , at the Wyndham property located in Harrisburg, PA We are sincerely sorry to hear we did not provide the guest, with an excellent Wyndham experienceYou can count on our team to help resolve [redacted] ’s concerns.We apologize that the property did not meet [redacted] ’s expectations of Wyndham’s high standard of guest service Customer Care has resolved the situation with ** [redacted] via a voucher in the amount of $If you need any more information on this matter, please contact me directly at tara.e [redacted] @wyn.com Count on me, Tara E [redacted] Customer Care SpecialistWyndham Hotel Group8th Ave NEAberdeen, SD [redacted] @wyn.com

Thank you for allowing us the opportunity to respond to our guest concernsAfter reviewing the letter we sincerely regret that [redacted] was not fully satisfied her experienceAfter several attempts via number provided and with voice mail messages We were notable to make contactWe do however stand by our commitment to deliver exceptional serviceTherefore we have credited back the guest a full night stayIn the Spirit of Hospitality,

Please see supporting documents from Hotels.comThis guest booked through a third party for their hotel stay and paid for the stay through Hotel.comWe did not ever receive any form of payment from this guestThe guest went through Hotels.com and paid for their stay to Hotels.comWhen guest book a room through third parties the hotel is not even made aware of the price the guest was charged because third parties buy the rooms from us then sell them for a much higher rate The reservation was a pre-paid nonrefundable reservation we received through hotels.com not the guestI explained this to the guest when he was checking out earlyI advised the guest to contact Hotels.com for any refund since we did not receive any payment from the guestI would not be able to issue any refund because the contract for the room was with Hotel.com and the guestI have attached the contracted agreement from Hotel.com websiteAny refund would need to come from Hotel.com not the hotel since we never received any payment from this guest Please let me know if I can be any further assistance. Thank you*** ***

Revdex.com Case #: *** Hotel Site #: *** Customer Care Case #: *** Dear Contact: Thank you for notifying our office of the concern filed by *** *** at the Wyndham property in Oklahoma City, OK Our brands are committed to assuring that all of its
properties provide great service and quality accommodationsThis 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 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 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 ***.***@wyn.com Thank you, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, Thank you for notifying our office of the concern filed by *** *** at the Wyndham property in Oklahome City, OK To assist in reaching a resolution, I’ve informed the property’s general manager of the situationThe general manager will contact the guest on or before
March 5th. As a company, we’re committed to delivering a great experience with every stay with us Thank you!

------ Forwarded message ----------From: E[redacted], Tara<[redacted]@wyn.com>Date: Wed, Sep 16, 2015 at 4:59 PMSubject: WDF [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Dear Contact: Thank you for notifying our office of the concern filed by [redacted],...

at the Wyndham property located in Harrisburg, PA.   We are sincerely sorry to hear we did not provide the guest, with an excellent Wyndham experience. You can count on our team to help resolve [redacted]’s concerns.We apologize that the property did not meet [redacted]’s expectations of Wyndham’s high standard of guest service.  Customer Care has resolved the situation with **. [redacted] via a voucher in the amount of $75. If you need any more information on this matter, please contact me directly at tara.e[redacted]@wyn.com.  Count on me,   Tara E[redacted]Customer Care SpecialistWyndham Hotel Group1910 8th Ave NEAberdeen, SD 57401[redacted]@wyn.com

Thank you for allowing us the opportunity to respond to our guest concerns. After reviewing the letter we sincerely regret that [redacted] was not fully satisfied her experience. After several attempts via number provided and with voice mail messages We were notable to make contact. We do however stand by our commitment to deliver exceptional service. Therefore we have credited back the guest a full night stay.In the Spirit of Hospitality,

Initial Business Response /* (1000, 15, 2015/09/23) */
On Friday evening at 9:39pm I received a text message from my front desk attendant letting me know that a guest had found a bed bug in their room. I advised her to move the guest to an entirely different area/floor and to refund the night. She...

said that the guest was choosing to check out this evening and that they went through hotels.com. With any 3rd party reservation, we refund on our end but the guest also must call to get the refund from hotels.com.(we have tried calling on behalf of the guest in the past and hotel.com must hear from the guest themselves for verification.) The guest requested that a manager call in the morning, Saturday. I called Mr. [redacted] around 9am Saturday morning and apologized. Said that we would have our pest control company come inspect the room on the next business day since they are not open on weekends or holidays. In this case since it was labor day weekend we would not have been able to have a pest control company come until Tuesday the 8th.
I told Mr. [redacted] that I would call him back on Tuesday with the report from our pest control company. He wanted to know who would pay for his child's medical attention and I said that depending on the report from Will-Kil (our contracted pest control company) we would. He then stated that he would be calling public health and the Revdex.com to have us shut down. After my phone conversation I looked at Mr. [redacted]'s stay info for our log records-per protocol. He checked into our hotel at 8:46pm and checked out at 9:26pm that same evening(see attachments for log records). I did find it funny that with-in less than 50 min someone would obtain a bite from a bug that is primarily nocturnal, but I guess it could happen.
On Tuesday morning 9/8 Mr. H called at 7:45 am and spoke with Alison M. our front office manager. Since I had just arrived in the office, I hadn't yet brought her up to speed and she was not aware of the situation. Alison said he was very rude to her and hung up. I immediately called Mr. H. back and apologized again and mentioned that I had just gotten in the office and had yet to bring her up to speed on the events. He told me, "She has mental problems and needs to be fired". He also asked me what the pest company said and I reminded him that it was before 8am and they likely had not opened yet. (I called Wil-Kil on Saturday and left a message) I told him I would call again at 8am and get the tech out here. Side note: I was not abel to get ahold of the tech until 10am- he told me that he was not able to get to our hotel until 2pm-ish. Will-kil arrived at 2pm, myself the tech and maintenance went up to the room (which had been out of order the entire after Mr. H. checked out to isolate it.) Full report included in attachments. We looked at all the usual places including taking the headboards down and looking in the boxsprings. There was NO signs of any activity including tracking, skins, eggs. Room was clean. We also checked the surrounding rooms just to be sure. After the tech left, I called Mr. H. back and told him the findings. He asked if I would send them to him. He provided me with his email and I sent him the report at 3:02pm on Tuesday the 8th. Mr. H. emailed me back and asked for the rest of the report that there should have been pictures. I said that the tech did not take any photos. He then responded with a money demand of "$2500 and I will forget everything is dill (deal) right now no tomorrow dill (deal). (please see email string with all emails, they are numbered in order). He also send another email asking for the ownership information. Since I am not at liberty to pass that information out, I called Lee [redacted] the COO and told him what was going on. I also forwarded him all emails, reports and Mr. [redacted]'s contact info. The following Monday I received a call from the general manager of the Country Inn and Suites South, Michelle, Steffl. (they use our same pest company) She was told by the tech to call me since it sounded like we had shared the same guest on Friday 9/4. She and I did verify that it was in fact the same guest. She then shared with me that he was demanding $2500 as well. I called my ownership group to give them a heads up and they asked me to go to the police to file a complaint because the $2500 demand was extortion. I did that on Thursday 9/17. The police did state that because it is civil there was nothing they could do but would keep his information incase more that the two hotels came forward.
It is the our hotel's policy to take corrective action if warranted if there are any findings. We refunded Mr. [redacted]'s night, I had our contracted pest control company come out to do a thorough inspection and communicated polity with Mr. [redacted]. Because there were no findings of ANY activity and we refunded his Pre-paid stay that the case should be closed. The general manager of the country inn and suites said that Mr. H also opened a case with the Revdex.com her case number is XXXXXXXX. I would also like to note that we are on a monthly preventive program with Will-Kil and have NEVER had an issue since I have been general manager. I have also advised my desk staff not to Mr. H. because when he calls he is very rude to the staff. I let them know if he calls when I am not here to kindly let him know that I will call him back. Please also note that in Mr. H's complaint that he went to the pool then put their child to bed for an hour or so. They were not in our hotel for more than 50 minutes.
Initial Consumer Rebuttal /* (3000, 17, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We checked at the hotel after 5pm! Got keys and went to eat! We came back to hotel around 7-730ish! And went straight to the pool! Stayed at the pool 45ish minutes, and went straight to bed after we got there! Cause we had to get up early! So, ive put my child to bed around 830! We have found bedbug at 930ish, on my childs bed! I have pictures with time when they were taken to prove this! We gathered our stuff, took pictures of the bedbug, caught it in plastic cup wyndham is using, and left the room! After we reported it to front desk I went with desk attendant to the room and showed her a bug, when she said she had never seen something like that! She also never offered us other room! If we were there for 50 minutes we wouldnt be able to unpack, go to the pool, get ready for bed! Note, I came here cause health issues and had to spend the night cause of the testing! Also, we have found somebody elses food in the fridge! (Speaking of cleanliness)!!! Also, theyve had enough time to clean the entire hotel before inspection came! Second of all, I was rude, cause their staff was rude to me to begin with! And we had left the hotel cause who would guarantee that I wouldnt or I even hadnt brought some of the bugs with me?! I had to get rid off my suitcase, diaper bag, and all other bags, including my wifes breats pump, cause of the fear that I would bring them home with me! Since gm had done research on bed bugs, she shouldve learn that bedbugs are mostly carried around from hotel to hotel in peoples bags and clothes! Im not trying to extort any money, my wife and I are working full time jobs, have 4 kids, and I had came to Rochester to the hospital cause of the health issues, and I had to spend the night there cause of the test I had to do throught the night! Ive booked this hotel cause of the good recommendations from good friends that have been staying there everytime they come to Rochester! I do not have traffic ticket, let alone to go to the point to extort money from somebody! Im trying to cover expenses that I have encountered (bags, suitcase, breast pump, rash cremes for my child, many sleepless nights that my child still has almost 3 weeks after our stay, stress that I have went through, and I am still going through everytime I lay in bed, or feel something on me, or have a plain mosquito bite? I have stayed at many hotels across the country and I have never ever had issue like this, and now in future if issue like this arises I cannot complain cause I have been reported to police as a extortionist? Seriously? And what are the odds that I find bugs in both hotels, in 3 rooms that I have been given? Whoever can give a call to my landlord and check with him if suspected that I carry bugs around "to get a free room" as somebody wrote to me when I posted review on tripadvisor.com! And also, note, at the door at wyndham says that its forbidden to smoke atleast so many ft from the door, well when we got there, there were 2 customers with cigarettes and one of them had oxygen tank with them! Speaking of safety! And, after having stresfull day at the hospital, and spending a whole entire day there, you would think you can get decent sleep (at least 6 hours that was needed to do study, why I had to spend the night in Rochester in the first place! Police did call us and that is ok, cause im going to defend my name and my honor! And im sad and surprised myself that I have found issues at the both hotels! What would you do? Put yourself in my shoes!

Thank you for allowing us the opportunity to respond to our guest concerns. After reviewing the letter we sincerely regret that [redacted] was not fully satisfied her experience. After several attempts via number provided and with voice mail messages We were notable to make contact. We do however stand by our commitment to deliver exceptional service. Therefore we have credited back the guest a full night stay.
In the Spirit of Hospitality,

Complaint: [redacted]
I am rejecting this response because: I have already contacted the hotels management and was given discrepancy information from the manager who said the hotel would work with us and the revenues manager refused and belittled me in front other customers. I then contacted Wyndham corporate who also said they would help me. I want this matter fixed. I only stayed in the hotel for 2 nights and demanding to be refunded for the rest of my reservation. I do not feel it was right and morale and me. [redacted] part to expect us to bring a newly discharged baby from the nicu with a compromised immune system to a hotel where she could come into contact with sick people!! Not to mention the fact that we had not been home or seen our children in over a month. 
Sincerely,
[redacted]

------ Forwarded message ----------
sans-serif;">From: E[redacted], Tara<[redacted]@wyn.com>Date: Wed, Sep 16, 2015 at 4:59 PMSubject: WDF [redacted]To: [redacted] <[redacted]@myRevdex.com.org>
Dear Contact: 
Thank you for notifying our office of the concern filed by [redacted], at the Wyndham property located in Harrisburg, PA.   We are sincerely sorry to hear we did not provide the guest, with an excellent Wyndham experience. You can count on our team to help resolve [redacted]’s concerns.
We apologize that the property did not meet [redacted]’s expectations of Wyndham’s high standard of guest service.  Customer Care has resolved the situation with **. [redacted] via a voucher in the amount of $75.
 
If you need any more information on this matter, please contact me directly at tara.e[redacted]@wyn.com.
 
 
Count on me,
 
 
 
Tara E[redacted]
Customer Care Specialist
Wyndham Hotel Group
1910 8th Ave NE
Aberdeen, SD 57401
[redacted]@wyn.com