Baymont by Wyndham Covington — Hotel in Covington

I checked into this hotel on Thursday, May 6, 2021. I signed the form that said I had 15 minutes to check my hotel room and come back down with any discrepancies. Upon entering the lobby to check in, it smelled like marijuana and the guy that checked me in was extremely rude. When I got upstairs to check room #202, several things were wrong. The door didn’t lock, the popcorn roof was falling off, it smelled like smoke and marijuana, the bottom of the door for draft protection was duct taped and painted to match the door color and there was blood on the bathroom floor. We didn’t even unpack, went back downstairs and spoke to the same guy who checked us in, who was again, extremely rude. Upon telling him, he told us that we would be refunded. Instead, we got charged twice the same day for the room total and again on Saturday for the full total without authorization, after we didn’t even stay at the hotel. We called the hotel the same day and it was supposed to be taken care of. I have sat on the phone with the hotel and different customer service reps since Thursday to resolve the issue who continuously sent me back and forth between the hotel and different customer service numbers. Upon calling the hotel back, I spoke to a female and when I referred to the guy that checked us in as “the little guy” because I did not know his name, she laughed and repeated what I said. I asked her if something was funny and she said that she “wasn’t even talking to me”. She told me she only saw the charge for Saturday despite my bank statement showing three charges titled “baymont Inn and Suites”. When I told her that she said she could only go by her computer and would print it out and show her manager and I could call back at 4 to speak to someone before she hung up in my face. In all my years of booking and staying in hotels for traveling this his BY FAR been the worst experience I’ve ever had in regards to customer service and cleanliness and safety of a hotel. I have never been spoken to or treated as poorly as I have by this hotel and it’s staff directly like I have with this establishment. Not to mention that I still have no resolution on being out of over $300 after my card was charged three times without authorization. We went to enjoy ourselves and had to pay to book another hotel room 10 hours away from home because this one was unbelievably unsatisfactory and the staff was ridiculously rude. 10/10 DONT recommend. I wish I could give it a negative star rating. A complaint was filed with the BBB. I don’t know how an establishment can be so ok with functioning the way that they do and continuing to provide the public with poor customer service and unsatisfactory rooms after so many people complain of the same thing, particularly the quality of their staff and customer service they provide. I think they deleted my last review. So...

This review board asks "How was your stay?" Well, first of all, there was no stay, because our room was cancelled without notice, TEN DAYS after it was booked and paid for. It was our wedding day, and my sister had booked the room, as a gift for us, TEN days ahead of time, paid for it in full, and even called the location to make SURE there woud be no problem with having the room ready. She was told that the room was successfully reserved and that it would NOT be a problem.... Fast forward, two hours after we exchanged vows, a picture perfect wedding day so far, and we arrive at the Baymont to check in and begin our honeymoon... Great, right? WRONG. A desk staff member by the name of Destiny Smith very rudely informed us that our room was cancelled. She was in no way apologetic and showed no concern whatsoever, and when I inquired about her "oh well" attitude, she actually LAUGHED at me. She seemed distracted by the fact that her child(ren) were on the property in the pool, and walked outside several times to check on them while ignoring us. Also noted, this brush-off seemed to be racially motivated, as while we stood stunned at our lack of honeymoon accomodations, an African American lady entered the lobby and received her keys with no problem.....and another Caucasian man who arrived just after her, was turned away, his room also "cancelled". We are outraged at the extreme lack of courtesy and horrendous customer service displayed in this place of business. Our wedding day was beautiful, with the only negative part being our interaction with your motel. Feel free to contact me if you care to follow up or need more information regarding our terrible...

I wish I could give a good review, but unfortunately, I cannot. I reserved a room over the phone for my son for two nights. When we arrived, we received the key to the room, but upon entering the room, there were no bulbs in the lamps, the air didn't work and the tv was still on. Plus, we had just bought food and there was not a microwave or refrigerator (We were told later that it said that online, but we reserved on the phone.). We told the clerk at the front desk that we wanted another room, but he said there weren't anymore available so I asked for a refund. I was told that I would have to wait several days for it to be refunded to my bank. When it was deposited for the two nights (which took more than one attempt...long story too), I found that an additional $63 had been charged to my account and I was told that it was a fee that they usually charged(?). When it hadn't been refunded timely, I phoned the hotel and the manager attempted to remove it, but accidentally charged me twice. I had to wait again. Without going into further detail, I did go to the hotel to speak to the manager personally, but she insisted that she had done all she could do and never even printed out the payments to confirm what had happened. When I asked to speak to the owner, she said the owner would just tell me the same thing. Those transactions happened in March 2021 by the way. I'm going to print my bank statements and an email I received from the manager initially and send it to Corporate, the manager, the owner and to the Better Business Bureau....