Don't Stay Here!!
Posted Jun 2, 2016 on Hotels
I booked 2 rooms for three nights here to attend a graduation party for family member. (Total of 6 nights). We stayed 2 nights, but needed to leave a night early due to medical reasons with my son. Hotels.com was helpful, but Wyndham was terrible. One of the gentleman said it wouldn't be a problem, but then his manager said no. When I indicated it was a health reason, they didn't care. So tried the next am, girl at front desk, Beth L, indicated it was up to Hotels.com. They called her while I stood there and watched her take the call. She flat out told them they wouldn't refund the extra night for the two rooms. I asked her why and she said again gave me the run around and said it was policy...why didn't she say that first? Since when does health concerns force policy? Just horrible/kniving customer service. Will never stay here or any Windgate again! Avoid this place!!
Comment from Hotel Management
Jun 11, 2016 by AGM, Hotel Management
I do hope you made it home safely and that your son was ok. We never wish to see anybody leave due to an emergency.
To address the above issue: unfortunately these incidents will happen when guests make reservations through third party agents. When guest book through third parties they are agreeing to pay the third party NOT the hotel. Therefore the hotel is not able to give you back any money. Only the third party can issue reimbursement back to you because they took your payment. Again, not the hotel.
We do offer our sincerest apologies to you and your family, and hope that everybody made it home safe and sound. Thank you.