Baymont by Wyndham Kalamazoo East — Hotel in Kalamazoo

To: District Manager Baymont by Wyndham Kalamazoo, MI – District Management Office

Subject: Urgent Complaint – Uninhabitable Conditions at Baymont by Wyndham, Kalamazoo MI (Request for Full Refund)

Dear District Manager,

I am writing to express my serious concerns and utter dissatisfaction following a recent stay at your Baymont by Wyndham location in Kalamazoo, Michigan. What I experienced during this visit was not only far below the standards of your brand, but an outright health and safety hazard. I am demanding a full refund and expect immediate attention to this matter.

Upon entering the room, it was unmistakably clear that no meaningful cleaning or inspection had been performed prior to my arrival. The toilet contained stale urine, and the overwhelming smell indicated it had been sitting for quite some time. It was revolting and made it clear the room had not been sanitized in any capacity.

Even more disturbing was the condition of the linens. Both beds—though made—had obviously used and stained sheets, with visible discoloration and body fluid markings. Towels in the bathroom were crumpled, unwashed, and reeked of mildew. On top of that, a half-used bottle of mouthwash was left on the sink, as though it belonged with the room amenities. This was not only unsanitary, but a blatant sign of total disregard for basic guest hygiene.

The bathtub was completely unusable, clogged with hair, bits of trash, and soap scum. Worse still, a cockroach emerged from the tub drain—a deeply disturbing experience that left me unwilling to use any facilities in the room. Roaches were also seen in the hallway near the elevator.

Throughout the hotel, I encountered transient individuals loitering in stairwells, hallways, and even near guest rooms, several of whom were clearly under the influence. At night, the noise from these individuals was disruptive and made me feel genuinely unsafe. I witnessed open drug use near the side entrance and had to repeatedly request a front desk staff member to intervene.

The physical condition of the room itself was equally unacceptable. Wall plaster was cracked and crumbling, paint was peeling, and multiple door handles were broken or hanging loose, including the bathroom door, which could not be properly closed. These are not minor oversights—they are signs of serious neglect.

To summarize:

Urine in the toilet upon arrival

Stained, unwashed linens on made beds

Used personal hygiene products left in plain view

Trash and roaches in the bathroom

Broken and deteriorating room infrastructure

Drug activity and loitering in common areas

An overall feeling of being unsafe and unwelcome

I have documented each of these issues with photographs and video, which I am prepared to submit if required. This experience was in direct contradiction to the standards of cleanliness, safety, and professionalism Wyndham claims to uphold. I was not provided with habitable accommodations, and therefore I am entitled to a full refund for this stay.

Reservation Details: Guest Name: Micheal Jennings Stay Dates: August 1-2, 2025 Confirmation Number: [Insert Confirmation Number]

If I do not receive a satisfactory response within 7 business days, I will escalate this matter to the Better Business Bureau, Michigan Department of Health, and Wyndham Corporate, and I will leave detailed public reviews on TripAdvisor, Google, Yelp, and social media to inform other travelers of this experience.

I hope you will treat this matter with the seriousness it...

Definitely not as advertised I had a seven night stay and the disappointments kept coming from the moment I checked in. The internet Wi-Fi connection apparently only works in part of the building, there is no ethernet option for those who work remotely - this place wouldn't work for you if Wi-Fi it's part of your daily life (I had to fork out an extra $100 just to be able to get reliable internet service for work during my stay, which the manager knew when I was checking in that this detail was important and never felt the need to mention that it could be a problem.) , there's no blow dryer in the room, no coffee maker, a desk in the room but no chair (working remotely so again another feature I didn't realize would be lacking), broken refrigerator shelves made it where I could use it to about 25% capacity, the bed comforter has cigarette burns in it, there are no laundry facilities, one ice machine in the entire hotel that works literally about 10% of the time and if it does happen to be working you'll get maybe a quarter bucket of ice. The one time I did go down for breakfast the food was completely gone (it was within the last half hour of the breakfast time frame being over to be fair) and when I inquired the breakfast attendant brought me out three muffins in her bare hand and handed them over (You're not my family lady, at least put them on a plate if you're not going to wear a pair of gloves 🤦🏼‍♀️) ..... I will say that the majority of the staff has been extremely friendly though and willing to answer questions. Overall the appearance of cleanliness is there.( I did clean my own bathroom once I got here.) I was also really thankful there weren't bugs in the room in any way! It was quiet in the evenings and daytime hours and it overall feels safe. The room was overall clean so everything else was an inconvenience (overall about 200 extra dollars spent due to these minor inconveniences =P) but if you're only staying a night or using the hotel for sleeping purposes only and not relying on it to provide the amenities that it claims to then it's well worth the price.

(I will also say I did not make any formal complaints, they don't really have a good website that allows you to do so for one, but when I would make the inquiries like with the overall hotel wifi connection and questioning about the laundry facilities they simply answered my question but didn't offer any type of compensation for the fact that the services listed simply aren't there. I normally would ask to speak to the manager/owner but besides the fact he was the one who answered one of my inquiries at one point, I don't know that he could do much else for me. I still might though and will update as to how that conversation goes =) )

UPDATE I attempted to get the breakfast option another shot and yet again there was nothing. Wait, there was Texas toast that was individually Saran wrapped that I think you're supposed to put in the toaster because they were jelly packets next to it....? But the lady in front of me took all of them and it didn't look like anyone was there so considering it was empty, no attendant nearby, and absolutely nothing stocked I'm going to assume that it would be a good assumption that they do not keep a well stocked breakfast bar in any way. But the breakfast area looks nice! If you need a table and chairs and a clean area then they have...

Decided to try this establishment since it is closer to where my husband works when he is needed in Kalamazoo. Being a Diamond level member I expected better customer service and accommodations. We were extremely disappointed!

The facility gave a courtesy upgrade which is apart of the Wyndham diamond rewards benefits. However, after getting to the room I noticed there were only 2 sets of towels, though the room is said to accomodate 4 people. I couldn't ask for towels because housekeeping was leaving when I checked in, and I was told before that the front desk person could not leave the desk. So we made due with 2 sets of towels for 4 people.

Once I was ready to take a long soak in the tub, I ended up wasting my expensive bubble bath because the water was brown and rusty. I let the water from the sink and tub run for an hour and gave up, and decided to bathe in the morning. It was not clear until the morning. My husband had left for work and was trying to reach me via the room phone. We did not know it was broken. He called the front desk and asked if someone could knock on the door to make sure everything was ok, since he couldn't get through on the phone. The front desk person, Sabian, stated that he was not allowed to leave the front desk. My husband had to leave work and come back to the room since he could not reach me, my cell phone was not charged and had died.

Once my husband arrived and saw that we were well, he had to hurry back to work. We asked for a late check out and offered to pay for a late check out since my husband was inconvenienced in his time in having to return to the hotel, taking time away from work. We were told the latest we could check out was 1 hour pass check out (12pm) and that we could not pay for a later check out unless we were willing to purchase a entire night. We were leaving Kalamazoo that evening and did not need another night. As a Wyndham diamond member, you are to be offered courtesy late check out. If we were willing to pay and the hotel is not full, we should have been accommodated.

After my husband left the hotel from making sure we were safe, 3 different employees knocked on my door (maintenance to fix the phone, housekeeping, and the housekeeping manager). Where were these people when my husband called at 10am? This facility is obligated to knock on a door if their phones are nonoperational, and if the person who holds the reservation asks them to do so.

Furthermore, the person that couldn't leave the desk, sure had no problem leaving the front desk when he saw my husband return to pick us up from the hotel. He left the front desk and went to a different floor.

Overall, these are the following issues with the room: not enough towels (2 set a for 4 people), brown shower and bath water, broken hair dryer, broken phone, heat did not work, and would not allow us to pay for late check out due to inconvenience of husband having to return since phone was broken.

Sabian apologized for the issues and offered a 20% discount if we chose to return to that location which is a nice gesture, but why would we want to return there?

This is not a good facility for families, but more so truckers and single people that need a roof over their head...