Broadway Plaza, Trademark Collection by Wyndham

Read for the explanation or take me at my word: go stay somewhere else, especially if you're recovering from surgery. For context, my spouse just had part of a major organ removed to manage cancer in a 3.5+ hour surgery that has left him physically ravaged. We chose this hotel specifically because it had new mattresses, hoping it would make his recovery here more comfortable. We learned of the $100 fee for late checkout at 1pm (12:59pm, we were corrected). So that already sucks for people who have later flights. My MIL thought she'd ask if they would waive the fee, and management evidently emailed back no. Fine. Because of our late flight, we begrudgingly decided to pay the $100 so my very injured spouse could rest comfortably a little longer. Here's what happened: -Email received at 8:04am of our last morning, offering late checkout for $100. -Late checkout requested at ~9am. Request is acknowledged, pending approval. *****It literally said, "We will let you know once it's approved." -At 10:13am, starting to get nervous that no "approval" has been granted for the late checkout, I call the front desk. -"Gigi" answers and says someone (my MIL) had been down yesterday, and they already emailed that management had said no. -I clarify that I had done the online checkout and selected the late checkout for $100. I was asking about approval for that. -Gigi tells me it was not approved. -I clarify again that even if I pay the $100, we have to be out by 11am. -Gigi says yes. If we stay longer, we'll have to pay for another full night. -Now panicking that I have to CHANGE MY SPOUSE'S SURGERY BANDAGES VERY QUICKLY OR BE CHARGED ANOTHER SEVERAL HUNDRED DOLLARS, say, "I guess we'd better skiddadle." -Gigi says flippantly, "See ya." My MIL marched right back down. When she got out of the elevator, a cleaning staff member asked her, "Are you leaving today? What time?" My MIL had to tell them, "I don't know yet." Especially given the circumstances, it is VERY odd the cleaning staff would approach a guest in a space like that and demand information about when they're leaving. It made her feel pressed to leave. When she got to the front desk, Gigi said she had merely tried to clarify their policy to me on the phone. Meanwhile, my spouse is desperately trying to get his wounds clean so we don't have to try to replace bandages in a restaurant bathroom. My MIL ended up telling Gigi to charge the $100 because we aren't leaving until 1pm (or, I should say, 12:59pm). I can forgive the little things like the fact that the sheets kept popping off of the mattresses, the two separate times our keys didn't work, the single roll of toilet paper per bathroom for a 5-day stay, the unfortunate necessity of window washers appearing outside our windows in the morning, or the weird lack of bodywash in the trio of complimentary soaps. But c'mon. I will say that there were two other front desk people and a maintenance person who were very professional, one of which was

Bad communication on check in

Very good

Enjoyed our stay. Very close to Mayo Clinic