ComplaintsforHoward Johnson - Billings

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 19th of May I reserved a room at the Howard Johnson by Wyndham hotel in Billings, ******* and upon checking in we looked at our room. The room was dirty. stuff on the sheets. The bed sheets hadn't been washed. They'd been made but not washed. There were stuff on the wall stuff on the floor stuff on the toilet. It was disgusting, so I went to the front desk and asked for a new room and upon looking at the new room, it was equally as dirty. boogers on the light switches, the sheets had not been washed. They were dirty, milkshake spilled on the countertops. Looked like pop on the walls. The room had not been cleaned, so me and my wife decided we was not going to stay. so I went to the front desk to check out and get my money back. And there was nobody at the front desk that could do a refund. no management there, so I asked them to call one. The desk clerk said no and some other guy said they would not do that because they were out of town. I told them so am I. I left my name and my phone number for a manager to call me. That way we could work it out. for the refund that hasn't happened yet. So I reached out to the place I booked online from and they reached out and got no word I have called several times and no management ever around to talk to and they will not return my phone calls so I'm filing this complaint. I do have pictures. Of the room, if you'd like to see them.

  Business response

  05/27/2024

  BBB Case #: 21758244
  Hotel Site #: 02556
  Customer Care Case: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ********************* at the Howard Johnson by Wyndham property in Billings, MT. To assist in reaching a resolution, *** informed the propertys general manager of the situation.The general manager will contact the guest on or before May 27th. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.
  

  *******
  Liaison,Customer Care
  

  ********************************************* & ********************. Inc.

  Customer response

  05/28/2024

   
  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.
  
  Sincerely,
  
  *********************

  Customer response

  06/06/2024

  I have not received anything yet. 
  So their for. My complaint is still not resolved
  

  
  

  Business response

  06/06/2024

  BBB Case # ********

  Site ID *****

  Case # ********

   

  Dear Contact:

  We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.

  As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night{s} or 5 highly discounted nights at any Wyndham ************* worldwide. If you have yet to enroll in Wyndham Rewards, you can do so here:
  
  ******************************************************************************************
  
  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
  
  Again, we thank you for bringing this issue to our attention.  If you are looking for monetary compensation, please work with the property and third-party booking company directly. The properties are independently owned and operated; we do not have access to their billing information.

   

  *******
  Liaison,Customer Care
  ********************************************* & ********************. Inc.

   

  Customer response

  07/16/2024

  My Wyndham account # **********

  Business response

  07/17/2024

  BBB Case # ********
  Site ID *****
  Case # ********
  
  Dear Contact:

  We have deposited ****** Wyndham Reward points into your member account, please allow up to 24 hours for the points to be viewable online. If you wish to redeem the points prior to seeing them in your account, please contact Wyndham Rewards directly by calling ************** and an agent will be happy to assist you.

  Thank you.

  *******
  Liaison,Customer Care
  ********************************************* & ********************. Inc.

  Customer response

  07/17/2024

   
  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.

  I will accept the points. I wish a refund would have bean given of the $215.00 I gave them. And then the rude and unwilling to communicate. About the pproblem. Hopefully the busines will change and be better. To itc customers

  Sincerely,
  
  *********************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Room demanded because I live in Billings I pay a security deposit. I paid the deposit. Desk staff weee rude. I celebrated my sons birthday the kids went swimming I had a few relatives stop by they spent a little time talking. We ate some pizza and cake. I asked the desk clerk if this was going to be an issue they declined any problems. Family left, the 4 of us went and swam then late that night we went to our room. Kids bathed and got ready to go for our day. My oldest son asked about the security deposit back and they were rude with him. Saying we destroyed the room and left f**** all over the bed sheets. I know this isnt true. It was 1am in the morning when they got into the blankets. My son said mom these sheets are dirty. I put towels on top as I didnt want to cause a fuss. The desk clerk was rude as it was during our experience at breakfast. We left the room with towels in a pile. Everything was cleaned up. Should have been no issues. Should have no problems getting my money back. They state that have pictures showing the conditions of how the room was when we left with f**** on sheets. I have asked for proof and after 4 days have not recieved anything. I have called the motel requesting to talk to manager and leave message after message they fail to respond back to me. I have went to the motel and tried to get answers and get told call or come by between 7 and 3 weekdays and the manager will help me. I have tried this and have been told they are going to call the police. If I did something then Ill admit to it but I know my kids not I did anything but try to have a decent time in a room that was disgusting. This is the first time I have ever had any complaints with a motel visit. If youre gonna run a business then hire someone that has better people skills. The lights in the room only half worked and this was reported. When we turned the tv on it was reported that there were lines going down the tv making it hard to watch a movie.

  Business response

  04/15/2024

  
  BBB Case #: 21568896
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******************************* at the Howard Johnson property in Billings, MT.
  
  To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 18, 2024. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, ****

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the afternoon of October 15 I checked into the Howard Johnson Hotel in Billings for what was supposed to be a 2 night stay. First, we were checked into room 260. On our way in, we noticed that the outside door was not locked and, upon further inspection, the locking mechanism was gutted. We got to our room (260), placed our stuff inside and went to leave. Our door would not shut because the screws in the bottom door hinge had completely been tore away from the door. I went down to the front desk and were then checked into room 257. We took our son swimming but made him leave early because the smell of chlorine was overwhelming. We got back to the room and were sitting in the bed. I got up and it was then I saw a bed bug crawling across my pillow. I killed the bug, placed it in a Kleenex and showed the front desk lady. I explained we would feel more comfortable staying somewhere else. I asked for a refund. She said Id need to talk to the manager. I emailed the manager, never heard back. I called today, 10/17/23 and spoke to manager. She accused me of lying and slander, being toxic, said she would not refund me, and threatened to also charge my card for the bug services. She then hung up on me.

  Business response

  10/18/2023

  BBB Case #: 20743610
  Hotel Site #: 02556
  Customer Care Case #: ********

  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************;at the Howard Johnson property in Billings. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before October 28, 2023. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.

  ******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.
  Office: ************

  Customer response

  10/18/2023

  I did see the message regarding the manager contacting me on or before 10/28. I do not wish to close out the complaint until the issue is fully resolved.  I have also disputed the transaction with my credit card company and they are working on that from their end.  Thank you for your help, I really appreciate it!

  Customer response

  10/26/2023

  I have not yet heard from the hotel. I am waiting to see if they dispute my credit card complaint or what if they let it go through. 

  Business response

  10/27/2023

  Egain Case ID *******
  Activity Case ID *******
  ******************** Case# ********
  Concern 06585590

  
  Hello,

  
  We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* is unable to assist further until the bank dispute has been finalized. Once finalized we will require documentation advising the outcome of the dispute. We ask that you kindly forward your documentation to us directly at ************************************* Once received we will be in a better position to review further. 

  
  Regards,
  
  ******
  Liaison, *************
  ********************************************* & ********************, Inc.
  Office: ************

  Customer response

  11/02/2023

   
  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.  I have contacted them by e-mail to let them know I have not yet heard back on whether the dispute was resolved or not.  When I do, I will email the business with the results.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roaches in room. I have photographic evidence. Along with owner of hotel telling me Im a lying piece of s***

  Business response

  09/15/2023

  ************,
  
  BBB Case #: 20608194
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Howard Johnson by Wyndham property in Billings.We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. We are sincerely sorry to hear we did not provide you with an excellent Howard Johnson by Wyndham experience.
  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $97.66, a 50% refund.
  
  Please verify your mailing address and your full name in your reply, and we will process your refund.

  Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.

  Customer response

  09/15/2023

   
  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.
  
  Sincerely,
  
  *************************

  Business response

  09/15/2023

  ************, ****Please verify your mailing address and your full name in your reply, and we will process your refund. ****We do need address verified as we refund with a check. ***
  
  BBB Case #: 20608194
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Howard Johnson by Wyndham property in Billings. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. We are sincerely sorry to hear we did not provide you with an excellent Howard Johnson by Wyndham experience.
  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $97.66, a 50% refund.
  
  Please verify your mailing address and your full name in your reply, and we will process your refund. 

  Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  ********************************************* & ********************, Inc.

  Customer response

  09/18/2023

   
  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.
  
  Sincerely,
  
  *************************

  Customer response

  09/18/2023

  Address for refund 

  *************************

  *********************************

  ******, ** 48843

  *************

  Business response

  09/18/2023

  ************,
  
  BBB Case #: 20608194
  Hotel Site #: 02556
  ************* Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Howard Johnson by Wyndham property in Billings. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* has resolved the situation with the guest via a check in the amount of $97.66.
  
  Kind regards,
  
  
  
  *******
  
  Liaison, *************
  ********************************************* & ********************, ****

  Customer response

  09/18/2023

   
  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.
  
  Sincerely,
  
  *************************

  Customer response

  09/18/2023

  Refund maybe be sent to

  *************************

  *********************************

  ******, ** 48843

  Customer response

  09/19/2023

  Wanting make sure my address was received and submitted to receive refund

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An absolutely awful place to stay! I stayed there because it was super close to the location I was headed. Upon getting into the room I stripped the bed to find blood on the duvet. This was in addition to an extremely gross, unclean, unvacuumed, torn up room that was probably smaller than any room I've ever been in. A Crack motel would have been a better, safer bet than this place. The utmost disrespect to their customers as well, after nicely stating issues with the room I chose to immediately check out due to the unsanitary state I was worried about other rooms. In a battle with the hotel to get a refund, I was offered 10 cents because I was in the room. DO NOT STAY HERE. Even if it is a last resort.

  Business response

  09/07/2023

  
  
  BBB Case #: 20566276
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ***************************** at the Howard Johnson by Wyndham property in Billings. 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.
  
  Customer Care did offer a 50% refund and guest did accept.  A check for $78.27 was issued to the guest. Please work with the property if you are looking for further compensation.
  
  Once again, we apologize for any inconvenience this may have caused.

  
  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ************************************
  
  
  
  *******
  
  Liaison, Customer Care
  ********************************************* & ********************, Inc.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This incident occurred August 4, 2023 between the hours of 8am and 11 am. The nature of the incident is, my wife and myself were traveling from ********* and decided to book a room for the night at Howard johnson in billings, during the night, while sleeping my wife had unexpectedly and unknowingly started her menstrual cycle, this in itself was concerning due to diligent tracking and other preventative measures to control this naturally occurring situation, i.e. (birthcontrol) This is where the true unprofessional, inconsiderate, lack of complete customer care incidents unfolded. My wife's menstrual blood had saturated through her pajamas and unfortunately left a small stain on the fitted sheet. I do have pictures of the bedding affected. So moving forward, natural I figured as long as I was honest and forthcoming with the uncomfortable and uncontrollable incident we (Howard johnson front desk staff and I) could come to a fair and reasonable solution. I was mistaken and left in awe with the absolutely unprofessional and inconsiderate reaction of the hotel staff whom I trusted to maintain a positive level of couth, professionalism, as well as concern for their customers. I was told that it would cost 200$ to resolve this problem, for one fitted top sheet. I replied with a question asking about seeing the true estimated cost of the said sheet. I was hung up on, while still occupying the room to which I had already paid for. Upon hanging up on me I received a notification from my bank for a charge of 200$ with no information as to the nature of the charge, except that it was issued by Howard Johnson. This charge was issued without any hotel staff confirming or investigating if the bedsheet was actually needing to be replaced. I asked for a statement for the cost of the bedsheet, and I was told by the front desk that the information is not available nor do they no how to attain it. This whole experience was embarrassing, frustrating, and downright disrespectful.

  Business response

  08/07/2023

  ************,
  
  
  BBB Case #: 20423357
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ********************************* at the Howard Johnson by Wyndham property in Billings. 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.
  Once again, we apologize for any inconvenience this may have caused. We cannot step into a damage charge from the property. 
  
  Kind regards,
  
  *******
  Liaison, Customer Care

  Customer response

  08/07/2023

   
  Complaint: 20423357
  
  I am rejecting this response because:
  There was no resolution to the incident in the businesses response.
  Sincerely,
  
  *********************************

  Business response

  08/11/2023

  ************,
  
  
  BBB Case #: 20423357
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************************* at the Howard Johnson by Wyndham property in Billings. 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.
  Once again, we apologize for any inconvenience this may have caused.

  Customer Care cannot step into a damage charge from the property. 

  
  Kind regards,
  
  *******
  Liaison, Customer Care

  Customer response

  08/11/2023

   
  Complaint: 20423357
  
  I am rejecting this response because:
  Nothing  resolved.
  Sincerely,
  
  *********************************

  Business response

  08/17/2023

  ************,
  
  
  BBB Case #: 20423357
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************************* at the Howard Johnson by Wyndham property in Billings. 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.

  
  Once again, we apologize for any inconvenience this may have caused.

  Our apologies, we cannot step into a damage charge from the property. 
  
  Kind regards,
  
  *******
  Liaison, Customer Care

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Checked into hotel on Aug 3, 2023 around 7:00 pm. Lobby smelled of mold and mildew and upon entering rooms they smelled even worse and rooms did not feel clean. We asked to cancel rooms and get refunded. We were offered another room but it wasnt any cleaner. There were several other people asking to cancel and get refunds. I asked to speak with manager and she refused to talk with me.

  Business response

  08/07/2023

  ************,
  
  BBB Case #: 20422394
  Hotel Site #: 02556
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ***************************** at the Howard Johnson by Wyndham property in Billings. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before August 9, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Kind regards,
  
  
  
  *******
  Liaison, Customer Care
  
  
  ********************************************* & ********************, ****

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed to book a room for my son, a Marine traveling to Billings to report to his unit on 12/14/22. I ended up on the Wyndham site and selected Airport Shuttle from the list of amenities. This hotel was one of two listed and the only one with the rate in per-Diem, so I booked it and provided my credit card info. Since the card is in my name I called the night of my son's arrival to verify the charge would work. After paying I asked about the shuttle, since I didn't see it mentioned on the billing confirmation, and was informed they don't have one. I was given the name of a taxi company and figured out that the rate from the airport would be more than the limited cash that he had with him. At this point I realized that I booked at this hotel based on the rate and the airport shuttle. Since they didn't have a shuttle I wanted to find another hotel. I called to ask about cancelling inside the 24 hour cancellation policy and was told I'd have to call during the day and speak with a manager. My son was traveling to Billings that night so I decided to book another hotel with a shuttle and figured this hotel would refund my $109.34 given the false advertising of an airport shuttle. After booking another hotel I called to cancel and this time was (mistakenly, apparently) told I wouldn't have to pay. Saturday I discovered my credit card was charged so I called, and was told to wait to Monday to speak with a manager. I called today, 12/19/22 and spoke with the manager and was told I had to pay because it was not cancelled 24 hours prior. I find this unsatisfactory since the room was booked because of a shuttle and they don't have a shuttle.

  Business response

  12/21/2022

  BBB Case #: 18610270
  Hotel Site #:  02556
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ********************* at the Howard Johnson by Wyndham property in Billings, MT. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before December 26th. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.

  *******
  Liaison, Customer Care
  
  
  ********************************************* & ********************, Inc.
  Office: ************

  Customer response

  01/06/2023

   
  Complaint: 18610270
  
  I am rejecting this response because:

  Hello,

  The only response from the business is the initial response where they say they will contact me by 12/26. They have not contacted me. I dont consider this closed.

  Thanks,

  Mark

  
  
  Sincerely,
  
  *********************

  Business response

  01/20/2023

  BBB Case #: 18610270
  Hotel Site #:  02556
  Customer Care Case #: ********

  Dear Contact:

  To aid me in resolving this matter, please reply with a copy of your official credit card statement showing the charges you incurred. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************. Also, please confirm the spelling of your first and last name as well as, your mailing address.

  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.

  *******
  Liaison, Customer Care
  
  
  ********************************************* & ********************, Inc.
  Office: ************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked in to the Howard Johnsons at roughly 11 oclock on the evening of Tuesday, October ****************************************************************** my room and pretty much went straight to bed when I woke up the next morning and had all the lights on I began to notice the room was in terrible condition. There was black mold on the wall next to the bed, black mold and mildew everywhere in the bathroom. The bathroom looked as if it hadnt been cleaned in quite some time there was hair in the sink and in the shower to go along with all the mold and mildew. The door to the bathroom was broken at the bottom and had jagged metal and wood exposed not very safe conditions. The sheets on the bed also were stained and the room was not very clean. I turned my keys in at the front desk and tried to seek some sort of resolution or refund for the state of the room and was told the manager was not on duty and she would call me back when she got on duty I left my name and phone number but no one called me. I called back and talk to the manager ******* she was not very helpful actually she was quite combative and pretty much just gave me the runaround. I have contacted them several times and she keeps giving me the runaround telling me the owners are out of town and they are the only people that can help me. I just want my money back And to be done with this horrible experience.

  Business response

  10/26/2022

  BBB Case #: 18310860
  Hotel Site #: 02556
  ************* Case #: ********

  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************* re his experience at the Howard Johnson by Wyndham property in Billings, MT. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. We do see a note on the case that ************* sent an offer of **************************** Reward points yesterday as resolution.  If the guest wishes to accept the points, please have him reply with his Wyndham Rewards Membership Number and we will add the points to his account. 

  
  Thank you

  
  *******
  
  Liaison, ************* 
  ********************************************* & ********************, Inc.
  Office: ************

  Customer response

  10/26/2022

   
  Complaint: 18310860
  
  I am rejecting this response because: I want my money refunded I dont want points towards an awards program that I dont use.
  
  Sincerely,
  
  *********************

  Business response

  11/02/2022

  BBB Case #: 18310860
  Hotel Site #: 02556
  ************* Case #: ********

  Dear Contact:

  We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* has offered the guest a gesture of goodwill in the form of ***** Wyndham Reward points which regretfully, the guest declined.  The guest is requesting a refund and unfortunately, customer care does not have the ability to provide such as the property is independently owned and operated which means the property would have to authorize and provide any and all requested refunds and/or monetary compensation.  Please have the guest work with the property directly via telephone at ************ or via email at *******************************************************.  If the guest wishes to accept the points offered by customer care, please have them contact us.

  Please note our email address has changed. If you need any more information on this matter, please contact me directly at ************************************.

  Kind Regards,

  *******
  Liaison, *************
  
  
  ********************************************* & ********************, Inc.
  Office: ************

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,My husband and I checked into the Howard Johnson at about 330AM on July 15 2022. Immediately upon entering our room I knew it wasn't going to work. Clearly visible mold and human waste is the bathroom. Bed/bedding was torn and dirty and the smell was overwhelming. I called the front desk and asked for a refund as they had charged me for the full stay at check in, I was told I had to wait for the manager to be in at 7AM the following morning for a refund. The gentleman offered us another room and when inspected it was in the same condition. So we were forced to get another room, at a different hotel. At 7AM in the morning we go back for our refund only to be told manager wasn't there and didn't know when they would be in. I have been calling every 15 mins to check and still nothing. No call back, and no refund.

  Business response

  07/18/2022

  BBB Case #: 17572823
  Hotel Site #: 02556
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by ****** Jamison at the Howard Johnson by Wyndham property in Billings, MT. To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before July 21, 2022. As a company, were committed to delivering a great experience with every stay with us.
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ************************************ and I will personally help address the guest's needs.
  
  
  ******
  Liaison, Customer Care
  
  
  ********************************************* & ********************, Inc.
  Office: ************

  Customer response

  07/19/2022

   
  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.
  
  Sincerely,
  
  *****************************

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