AmericInn by Wyndham Cedar Rapids/CID Airport

On Sunday, I completed a reservation on Wyndhams website for a one night stay, Monday night at this hotel. An error was made and instead, the reservation went in for that evening Sunday night. This went unnoticed until Monday am, when I received a cancellation notice from the hotel. I immediately called the hotel and figured out the error and sought to correct it. The associate was happy to create a reservation for the correct night, but would not refund me for the error. She stated weak arguments like “policy” and “system limitations”. She suggested I contact corporate customer service. I called corporate and the associate could not help me, as it needed to be “escalated”. It was “escalated” back to the original hotel, which essentially restated their weak arguments denying me a refund. At each interaction I was respectful, self deprecating and clear that this was an honest mistake. Also that I remained loyal by rebooking the brand and I expect them to live by their values - “Integrity; we do the right thing.” Message to the manager/corporate: Brand loyalty is a two way street. If you desire customers to be loyal to your brand, the brand must in return be loyal to your customers. You must live up to your promises of experience and core values. EXPLOITING A LOYAL REWARD CUSTOMER’S ERROR TO POCKET THEIR MONEY WHILE PROVIDING NO SERVICE OR INCURRING ANY MARGINAL COSTS is not in your stated value set. It may be “policy correct”, but you know it is morally wrong. “The right thing” (your stated core value) would be to empathize, acknowledge the customer’s error and help fix it and “make it right”. Give ‘em the Pickle! In the immortal words of William Fisher, “company reputations are built upon thousands of actions, and lost a one”. Congratulations Wyndham, you have found the one.

It was awesome I slept so good

We have stayed here a couple of times.

Pool was great

Clean but pricey