Wyndham Hotels and Resorts

This letter is in response to the above listed ID number for the complain registered by [redacted] .I'm writing to inform you that we accommodate many guests each evening, and we strive to make their stay a satisfying oneThe principal goal of our hotel is to provide dependable service to all of our guests at reasonable prices.In this case we did provide the services that we always strive to exceptionally provide to all our guestsAs per the complaint it is stated that lamp fixture was not straight and the fridge and microwave were dirtyThe guest did not call the Front Desk Agent immediatelyIf any of the issues were reported, hotels maintenance and housekeeping staff would have immediately addressed to the deficienciesAfter receiving this complaint we checked the tub drain and it is functioning and draining properlyUnfortunately we do not have any notes from the date when [redacted] stayed as none of the issues were reported to the hotelWe had a new guest stay into the same room next night and all other nights thereafter and not one guest has complained.No compensation will be provided as there were no apparent issues with the room and the hotel rendered its services exceptionally,Please feel free to contact me with any further questions or concerns

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: my refund request of $was declined by Days Inn Camp Springs Andrews AFB In the complaint letter the Days inn representative states blames me for not immediately notifying them of the room condition As stated, in my first complaint, I had a long check in time at Days Inn and had was running late to attend a wedding- so there was not time to inform staff The Days inn representative also states that they checked the room and found the drain functioning properly I've attached a pdf file of pictures from the room to this response The pictures clearly show the latch mechanism in the down position and a clogged tub of water Please pay close attention to the stained microwave stand and cardboard support underneath it in the pictures also In addition to the pictures of the missing bathroom tiles, pictures of the ripped and dilapidated light fixtures The Days Inn representative states that I failed to notify staff at check out; however, in addition to a prolonged check in, I also had a prolonged check out And the hotel guests in front of me also complained of their room also Lastly, the representative states that no one else complained about the room Most statistics will show that for every person that complains others feel the same way In addition, there are many different ways to complain, some less non-confrontational than others- and I chose this route I am requesting a full refund of $
Regards,
*** ***

Upon to the respond that we provided previously on the letter June 17, 2016, I would like to add that this reservation made by *** *** was a third party reservatlon which we do not have access to his payment which he directly paid to themDue to the circumstances we are going back and forth with the case; however I would like to offer *** *** one complimentary night at our property if he chooses to return herePlease do let me know.Thank you

This letter is in response to the above listed ID number for the complain registered by *** ***.I'm writing to inform you that we accommodate many guests each evening, and we strive to make their stay a satisfying oneThe principal goal of our hotel is to provide dependable service
to all of our guests at reasonable prices.In this case we did provide the services that we always strive to exceptionally provide to all our guestsAs per the complaint it is stated that lamp fixture was not straight and the fridge and microwave were dirtyThe guest did not call the Front Desk Agent immediatelyIf any of the issues were reported, hotels maintenance and housekeeping staff would have immediately addressed to the deficienciesAfter receiving this complaint we checked the tub drain and it is functioning and draining properlyUnfortunately we do not have any notes from the date when *** *** stayed as none of the issues were reported to the hotelWe had a new guest stay into the same room next night and all other nights thereafter and not one guest has complained.No compensation will be provided as there were no apparent issues with the room and the hotel rendered its services exceptionally,Please feel free to contact me with any further questions or concerns

Good Afternoon ***,I truly apology for the inconvenience that you encountered during your visit here at the Days Inn CampspringAs making third party reservation like *** it is often does not give much of room choice but the best rates availableOur hotel does offer microwave and
fridge but subject to availability and first come first serveWe are truly sorry we could not offer you at the time of check as it was not availablePutting all these aside we would like you to give us a chance to restore your faith in us again? I would like to offer you a one night complimentary night at our hotel for future stayPlease let me know the date and I personally will make the reservation for youOnce again please do accept our apology and hope to hear from you soon.Best Regards, *** ***

Review: I would be remised if I did not address the absolute poor quality of customer service AND the unsafe environment that I just experienced at the Wydhham San Diego Bayside. If I could, I would attached a picture of my balcony, which was DETACHED FROM THE BUILDING. The staff REFUSED to move us to a different room, so for 5 days we had a balcony we were unable to step out on due to the danger of being 12 floors up. I understand Wyndham just purchased this hotel, and understand they are planning a renovation, however that does not excuse putting me in an unsafe hotel room that we couldn't even utilize for the outdoor experience just so you could fill up your hotel on a busy holiday weekend. We were so scared to step on that deck, and not one of the staff was willing to look at the balcony, let alone move us to another room so we could experience the California weather. We paid enough money a night, for 5 nights, in addition to parking and were offered a room that was unsafe and horrific customer service. It was obvious we bothered the front desk staff and the concierge service was an absolutle JOKE. I have attempted to speak to someone at Wyndham on 6 occassions since our trip in May, and they refuse to talk to me. DO NOT STAY HERE and if you choose to, inspect every aspect of your room for safety as this building is so worn, it is not safe and Wyndham DOES NOT CARE. Thank goodness we didn't have our children with us.Desired Settlement: We paid over $500 for our stay at this resort, not to mention the $120 parking fee and we were not offered appropriate customer service, nor were we offered a useable room to enjoy the California weather. We are from Wisconsin and really looked forward to our stay, which was ruined.

Business

Response:

Dear Ms. [redacted],

We are in receipt of your concerns as passed on to us from the Revdex.com (ID #[redacted]), regarding your recent stay. First and foremost we offer our sincere apologies for the service issues you experienced; further for the lack of response, and for any inconvenience it may have caused. At Wyndham San Diego Bayside, we value our guests concerns and they are taken very seriously. It is our goal to provide the highest level of customer service along with a quality room, with the safety, security, and comfort of our guests being a priority. Be assured that we took immediate action to ensure the necessary balcony repairs were completed. Further, in that there appeared to be a lack of response, we will use this experience as a tool to improve our guest response and communication practices. In light of the unsatisfactory experience you had during your stay, we have taken the liberty to award 90,000 Wyndham Reward Points to your account; these points will allow you to conveniently stay at any Wyndham Hotel and pending on your selected Wyndham site, you may receive up to at least three complimentary nights. Again, please accept our apology for the service issues you experienced; we hope you will visit us again so that we may demonstrate our commitment to you as a valued guest.

Sincerely,

[redacted] | Executive Assistant|

Consumer

Response:

I have reviewed the response 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 was unable to utilze the outside space during my stay and when asked to be relocated I was refused. I expect a refund, if not in full, at least partial. Additionally Wyndham indicated they place 90,000 Wndham Reward Points to my account...and that is not true. My account balance is 0.

"In light of the unsatisfactory experience you

had during your stay, we have taken the liberty to award 90,000 Wyndham Reward

Points to your account; these points will allow you to conveniently stay at any

Wyndham Hotel and pending on your selected Wyndham site, you may receive up to

at least three complimentary nights."

Regards,

Business

Response:

Dear Sirs,

Review: A reservation was made and paid for on Hotels.com for Check in on Saturday, March 29, 2014. Though I paid the original fee on Hotels.com, the additional charges were made to [redacted] of Cave Creek, AZ. When the individuals named in the reservation checked in, they were told that the credit card through Hotels.com was declined and a new credit card would be required. The room was charged a second time (there was no problem with the fees paid through Hotels.com - the statement that the card was declined was untrue), and an additional charge of $8 was made by the hotel with no explanation. When a receipt was requested, we were informed they were not able to provide one. Verification of credit card statements shows that two charges were made for the room in addition to the $8 charge. Hotels.com called to inquire and was told that there were no additional charges. We are now disputing through the credit card company, however this unethical business practice should be addressed and resolved.Desired Settlement: I would like a full refund of costs that were not approved. The only charge should be through Hotels.com. I would also like to be assured that these unethical business practices of employees have been addressed and rectified.

Business

Response:

Revdex.com Complaint ID: [redacted]

Dear Contact:

Thank you for notifying our office of the concern filed by [redacted]. We are sincerely sorry to hear we did not provide the guest, with an excellent experience. You can count on our team to help resolve your concerns.

We are committed to assuring that all of its properties provide good service and quality accommodations. We would be happy to assist Ms. [redacted] on resolving her concern. Please provide the following information to help us expedite the process: Name and address of the property. As soon as we receive this information, we will look into this further and respond back.

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

Sincerely,

Customer Care Specialist

Wyndham Hotel Group

1910 8th Ave NE

Aberdeen, SD 57401

[redacted]9

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Per the organization's request, I am attaching the information they need.

They have asked for the name and address of the property (although I'm sure that was included in the initial information). Please forward on it was the Ramada Poway, located at [redacted]

Regards,

Business

Response:

Dear Contact:

Thank you for notifying our office of the concern filed by [redacted], at the Ramada

property located in Poway, CA. We are sincerely sorry to hear we did not provide the

guest, with an excellent Ramada experience. You can count on our team to help resolve your

concerns.

To asslst Ms. [redacted] in reaching a resolution, I' ve Informed the property's general manager of

the situation. The general manager will contact Ms. [redacted]. by May 5. As a company, we're

committed to delivering a great experience with every stay with us.

If for some reason Ms. [redacted]'s concern is not resolved, please contact me directly at

[redacted] and I will personally help address her needs.

Count on me,

Sincerely,

Customer Care Representative

Where to begin. I stayed at the dive known as the Travelodge in Turlock, CA. Went through 5 different rooms while I was there, all for various reasons. Got to see where all the homeless/drug addicts like to crash when they have cash for a room. There was no manager on site when I asked for one at checkout to voice my complaints (which are too numerous to list here). I then called Wyndham/Travelodge customer service at the 800 number the day after I checked out. I have now spoken to a total of 5 different people in customer service, including a supervisor, over the course of 5 days. I received 1 phone call from the actual hotel from "Rita" the manager, who offered to comp me a room the next time I was there - I told her I would never stay at her hotel again. She then told me I could drive to her hotel for my refund since I paid for my 2 night stay in cash - the hotel is 3 hours from my home, so that was not going to happen. She also said she would email me my receipt since I never got one at checkout - that has still not happened either. I told customer service that I wanted a check mailed to me, which they reiterated to the hotel. Now, apparently, the hotel is refusing to refund me anything - even though Rita told me she would -and the reason given is because (shock of all shocks), I gave them a bad review on a travel website. Customer service says this is now between me and the hotel (their franchisee) and they can do nothing. Hmmm. Great customer service - you allow your franchisees to essentially lie to customers and you do nothing about it. Yeah - I will make sure to NEVER book a stay at a Wyndham Hotel EVER.

Review: I paid for a room for 8/3-8/4 (2014) and spoke with the front desk representative about a price for the next night. I was told it would be in the $80 range. At noon (ish) the next day I had someone entering my room while I was undressed. I told her (the owner) I was getting my payment together. My boyfriend went to the office to make the ($80-ish) payment and was told our room would cost us $174. I am very articulate when it comes to business transactions and was quite offended whrn I was called a liar by the owner. I told her the pricr I was quoted and she denied me that price. I ended up switching to a best western.Desired Settlement: I'm very unsatisfied with how my experience ended with ramada. I feel that, at the very least, I deserve a refund for the inconvenience and unprofessionalism I endured.

Business

Response:

Dear Contact:

Thank you for notifying our office of the concern filed by [redacted] at the Ramada property located in Poway, CA.

The Ramada 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 Ramada hotel is independently owned and operated under a Ramada franchise. This means that the property’s management is responsible for meeting Ramada 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 Ms. [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,

[redacted]

Customer Care Specialist

Wyndham Hotel Group

[redacted]@wyn.com

Review: Dear Sir or Madam,I would like to file a complaint about the service of the hotel Wyndham San Diego Bayside with address and phone:1355 N. Harbor Dr.,San Diego, CA, 92101(619) 232-3861My parents and I were guests of this hotel from Fri, Jun 28, 2013 to Sun, Jun 30, 2013. I was planning to show San Diego to my parents, who are permanently living in Europe. I reserved a room for 3 people in Wyndham San Diego Bayside through [redacted] (www.[redacted].com) on 5/18/13. My Wyndham San Diego Bayside confirmation code is: [redacted] and my [redacted] Itinerary is: [redacted]. I paid Trip total: $204.90 ($102.45/ night) for 2 nights for the hotel.After we checked in the hotel, the receptionist told me that I have to pay additional $25 per night ($50 for 2 nights) for the parking. When we went to our room we find out that the room they gave us was just for one person with only a twin size bed. I went back to the receptionist and I showed her that I reserved a room for 3 people; she told that I have to pay additional $ 10 per night for a camp bed. I requested to talk to the manager and after he came he told me that they are booked and they dont have another room for us. They brought us an additional camp bed, which was not very comfortable for free. The room was on the first floor, really small with awful view of backside of a restaurant and its trash bins. It was exclusively because the workers from the restaurant was walking and talking in front of our window. Also, we were next to the hotels automatic door, which opens and closes any time, when someone was walking. Finally, I paid about $ 255 for two nights and we had service worst than Motel 6. If knew this we will be going to a motel for $40-50 per night with a free parking, but I wanted to stay in a nice hotel and to show my parents beautiful San Diego. Thats why I choose this hotel. We are extremely dissatisfied of the Wyndham San Diego Bayside and we want them to pay us back our money for the inconvenience, which they created for us. I will e-mail you a picture of our room to see it for yourself.Desired Settlement: We are extremely dissatisfied of the Wyndham San Diego Bayside and we want them to pay us back $ 255 for the inconvenience, which they created for us.

Business

Response:

Dear Ms. [redacted],

We are in receipt of your concerns as directed to us from the Revdex.com (ID #[redacted]), regarding your recent stay. Please accept our sincere apologies for the service issues you experienced and for any inconvenience it may have caused. At Wyndham San Diego Bayside, we strive to ensure all of our guests receive the highest level of customer service along with a quality room. Unfortunately, we did not totally succeed in this instance; therefore we want to make it right for you. We have prepared a Gift Certificate for a Complimentary One Night Stay, with hopes that you will visit us again soon and allow us another opportunity to demonstrate our commitment to you as a valued guest; we will make this visit a much more pleasant and memorable experience. Again, please accept our apology for the service issues you experienced, and we look forward to seeing you again soon.

Sincerely,

[redacted] | Executive Assistant|

Consumer

Response:

I have reviewed the response 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.

Dear Ms. [redacted],

It was a pleasure for me to speak with you today. I am so sorry that I didn't explain why I didn't accept the offer. This is because I would like the hotel Wyndham San Diego Bayside to pay me for 2 nights + parking - Total of $255. I am so sorry, but I was at work and that's why I didn't explain why I didn't accept the offer. Please, don't close the case. Can you please reopen this case?

Thank you very much!

Regards,

E-mail: [redacted].com

Phone: ###-###-####

Consumer

Response:

I have reviewed the response 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.

Regards,

Daniela Vlahova

Business

Response:

Dear Revdex.com,

Unfortunately, we will not honor the request for refund of two nights plus parking. When we researched the reservation, we found that the reservation was made through [redacted] for "run of the house", which means the guest will receive any available room at the time of check-in, and their specific room request is “not guaranteed”; [redacted] guarantees they will receive a room, but the room type is not guaranteed. While we make every effort to accommodate their request, it is not always available, especially during high peak seasons or sold out periods. Our offer of one night was a good will gesture from our Hotel, with hopes to gain a return stay for the guest at which time we wanted to allow them to enjoy a night stay and give us the opportunity to demonstrate our commitment to them as a valued guest.