Guest User
August 28, 2024
The beds and rooms were clean, however, the customer service, hospitality management, hotel management, and leadership at this site is horrendous. After booking a room at this location several weeks ago, I contacted the location to update the reservation to include 2 double beds instead of a single. In addition, I had recently broken my leg and needed a room on the ground floor. I was advised that the reservation changes were entered and that there would be no problem in making the changes and only a $30 upgrade fee would be applied to the reservation for the room change. Upon arriving, the attendant spoke very little english and was horrendously rude. I provided my name and information and he advised me that my reservation was only for 1 single bed and not on the ground floor. After I told him that I had called a month prior to revise the reservation he found the notes within the reservation but then advised me that the reservation could not be changed. He then advised me that I would need to pay $180 "in cash" directly to the hotel because there was no way to modify the reservation within their system and only cash could be accepted. I advised him that neither me or my elderly mother had any cash on us but I had two debit cards and credit card. He refused and my elderly mother had to walk 3 blocks to an ATM to pull out $180 in cash. He had to call and speak to his GM over the phone to approve the room upgrade and being on the bottom floor as well. In all, it took over an hour to get checked in. The straw that broke the camel's back was the "continental breakfast" that is advertised. If you call a small Kellogg Nutri Grain bar and coffee a "continental breakfast," Wyndham has seriously let go of all of its standards and quality control. It has serious potential, but unfortunately it's not going to happen with the lack of hospitality management currently in place. Customer service lacked empathy, basic or common greetings or courtesies, no apologies, to understanding, simply unapologetic attitude as though we as the customers were inconveniencing the attendants and staff. Worst hotel customer experience ever, and as the VP of a Global BPO who travels around the globe, that's saying a lot.