Wingate by Wyndham

On March 14 a reservation was made at Sleep Inn and Suites Dublin , Va for 2 rooms with 2 queen beds each with a friends and family rate of 54:00 per night with this request being approved by (gm.va125) on May 22 I was informed that the sleep inn had been purchased by Wingate by Wyndham but was told that all previous reservations would be honored but they were not honoring the points by the manager, On June 5 one of the rooms had to be canceled due to a family issue. We arrived at the hotel on Friday June 9 and was told at the check in the the rate would not be honored and were charged $95:00 per night . The check in staff were not professional and could have cared less if we were there or not. House keeping never left any clean towels two times all they did was take out part of the trash and left us an envelope for a tip. I would think the corporate would honor previous reservation of at least informed us of the change so we could make other arraingments if we so desired. I would not recommend this hotel to anyone .

A few weeks ago we visited Lancaster Pa and made reservations at the Wingate Hotel. We knew we would be arriving late so sent them an email advising them of this. We arrived around 8 PM and were checked in by a very non-caring desk clerk. We didn't check out the room since we were hungry and left to eat returning around 9:30. Went to our room and first appearance seemed fine until we turned on the air which didn't work and had dead bugs in the unit. Next we find out the toilet doesn't work. We called the front desk, letting the phone ring around 30 times before my husband gave up aand went downstairs. The clerk could have cared less. Would not change our room, said there wasn't any houekeeping nor maintenance available. Did not even offer to try to fix it himself. Said no amount of staring nor complaining would change anything. What he should haave done was offer to find us another room at another hotel but no! I called customer service corporate and was put on hold while they tried to contact the front desk without success. They then told me to checkout and request our money back which we did. The rudeness of the desk clerk was totally inappropriate and unprovoked. I was promised a call from corporate the following week but as of yet, no response.
In my opinion, run, don't walk, away from Wingate in Lancaster Pa. I should have read the reviews first but didn't. Don't make the same mistake!

The Hotel in Wilmington, NC was clean and supposedly a suite, but it looked like the room had been robbed. One desk and desk chair, one chair that looked like it could have been around a table, but no table. One night stand and a small bench. No, sofa, no place to put anything down, two places to sit if you took some stuff off of it and and put it on the floor. Never again.

We reserved our room through Hotels.com (expedia) but never made any payment to or through the websiteWe chose the option to pay at the hotelWe were charged at the front desk of the hotel by the hotel WingateNo funds were ever paid to ExpediaThat was just what we were told by the hotel

We have been in contact with Guest [redacted] over the past week and will reach out upon resolution of the incident.Our staff is trained on how to address the situation and we take these cases very seriously, especially in today's market.We currently participate in a preventative plan to minimize pest issues with a pest control company

I am in receipt of your letter dated December 30, concerning a complaint from a father about his daughter's statements totaling $700.The father's daughter came into one of our Patient Service Center with an order for testingThe patient is covered by the local [redacted] plan but the order was written by a physician that is outside New York StateWe submitted the claim to the local [redacted] plan and it was denied stating that we needed to send the claim to the referring provider's plan which is [redacted] Since we have a contract with the local [redacted] plan, but not [redacted] , it was treated as out-of-network.This is an [redacted] policy and our staff has no way of knowing that the billing for this testing has to go to another [redacted] planAttached is a copy of the [redacted] memo effective October 14, for your reviewWe have filed complaints with [redacted] concerning this policy since we are the provider of services and we have a contract with the local [redacted] planIt does not seem fair to me that the patient needs to go back to [redacted] to have the testing done so that the insurance pays the claim.We have contacted [redacted] concerning this patient and they have stated that they will resubmit this claim through the local plan to get it paidThe father should follwith [redacted] to make sure they are following through with thisPlease contact me at [redacted] if you have any further questions.Regards,Nancy [redacted] Director of Billing and Compliance

Reserved room on line and started all things needed to include a cat friendlyThe hotel came up and reservations madeChecked in and was in room min when front desk calledInformed us no pets unless we payed $for the petThis was art p.mso we asked to get our money back and was told we would have to see the manager after a.mand were travelingThe employees have no abilities too do anything and the manager was no were to be reachedThis hotel is the worst I've come across in all my years travelingAnd I'm a retired Marine who has traveled a lot

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com Case # [redacted] Dear Contact: Thank you for notifying our office of the concern filed by [redacted] , at the Wingate by Wyndham property located in Erie, PAWe are sincerely sorry to hear we did not provide the guest, with an excellent Wingate by Wyndham experienceYou can count on our team to help resolve your concerns To assist Ms [redacted] in reaching a resolution, I've informed the property's general manager of the situationThe general manager will contact Ms, [redacted] by May As a company, we're committed to delivering a great experience with every stay with gs, If for some reason Ms [redacted] 's concern is not resolved, please contact me directly at [redacted] and I will personally help address her needs Count on me, Sincerely, [redacted] Customer Care Representative

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Dear [redacted] Representative, Thank you for bringing this issue to my attention via mailI have reviewed this matter and wanted to clarify the issue which might have caused inconvenience for both the parties Guest [redacted] stayed with us recently and the issue was related to her Credit card not being able to authorize at the time of check inWe do not charge any guest until they check out we only authorize their credit card for room charge guaranteed method of payment which is the most common practice implemented by hotels on daily basis for any and all guestIn this case we tried to authorize the credit card at the time of check in and due to failure in getting the confirmation that the credit card was authorized the front desk agent tried to make additional attemptsThis could be clearly noted from the attached credit card processing report (Authorization History) generated from the system On the other side if the guest stated that her card has been charged than it might be credit card terminal issues on the bank or the hotel side that the communication was not successfully transmitted which resulted in declining the credit card at the front desk upon check inIn the best interest to protect the guest banking information the baking agencies recommends guest to call their bank directly to make them aware of the situation and then direct the merchant for any solutionHotel cannot contact the bank with guest personal information and charges to compromise with guest financial information safetyThis is the only reason the front desk advised the guest to clarify this matter with the bank and provide us the information if the card was already charges on guest endFinally when the guest contacted the bank they were able to provide the hotel with the authorization approval code through which we were able to process the authorization manually as seen on attached report We did not have any information on charging the guest account upon checking due to terminal communication failure which is not controlled by hotel or the bank but it’s a technical issues which may randomly occurs once in a while for any technology or software updates or drop in internet connection while processing the card Again we do apologize for any inconvenience which may have caused to the guest in handling this issue at the hotel front desk Thank you, Best Regards, [redacted] General Manager

** *** ** *** ***
** *** ** ** *** I have refunded the guest $for their inconvenience of smelling marijauana on their floor I also offered tem a free night to be used within one year at our hotel Since Marijuana has been legalized in *** ***our
neighboring city we have seen an increase of use all over the *** area *** *** ***
*** ***Jason D***
*** ***

Phone response - I will need the patients name and date of birth to be able to assist with this complaint

I am in receipt of your letter dated December 30, concerning a complaint from a father about his daughter's statements totaling $700.The father's daughter came into one of our Patient
Service Center with an order for testingThe patient is covered by the local *** plan but the order was written by a physician that is outside New York StateWe submitted the claim to the local *** plan and it was denied stating that we needed to send the claim to the referring provider's plan which is *** ** ***Since we have a contract with the local *** plan, but not *** ** ***, it was treated as out-of-network.This is an *** policy and our staff has no way of knowing that the billing for this testing has to go to another *** planAttached is a copy of the *** memo effective October 14, for your reviewWe have filed complaints with *** concerning this policy since we are the provider of services and we have a contract with the local *** planIt does not seem fair to me that the patient needs to go back to *** to have the testing done so that the insurance pays the claim.We have contacted *** concerning this patient and they have stated that they will resubmit this claim through the local plan to get it paidThe father should follwith *** to make sure they are following through with this. Please contact me at *** *** if you have any further questions.Regards,Nancy ***Director of Billing and Compliance

This matter involves *** ***Mr*** was a guest at our hotel on 7/17/At the time of check in his room was not ready but he was checked in at that timeAbout minutes later the room rate was lowered from $plus tax to $plus taxAt this point the authorization process
had already occurred for the original $plus tax which came to $Our system automatically gets an additional $just in case of any incidental chargesSo that brings the initial authorization to $At checkout he was only charged $The additional authorization would have been released at that timeIt takes anywhere from 3-business days for this to be released by the credit card companyWhen Mr*** called in on the 18th this was all explained to himWe tried to explain to him that it was an authorization and that the additional amount was released back to his cardWe also have a something attached to the front desk explaining this process to all guestsI have tried to call Mr*** and am now just waiting for him to call me backI would like to explain this to him in my own words since I didn’t get to speak to him on SaturdayThe employee that he spoke with is a new employee and he is not as familiar with the process as I amI look forward to resolving this issue with Mr*** and hopefully as speaking with me will have a better understanding as wellThank you *** *** Assist GM

Guest
was NEVER charged $Ask him for the credit card statement showing a charge for that amountHe was charged for the one night onlyAnd if the whole room was shaking uncontrollably...why was he the ONLY room of that was effectedHe lied completely and we have had NO complaints about a shaking room

Dear Revdex.com Representative, Thank you for forwarding guest concerns to my attentionBelow mentioned is the summary of the guest stay when Ms*** *** booked total reservationsI have attached copy of each reservation screen short. 1st Reservation was booked for Queen Beds over the
phone by calling Wyndham Central Reservation Call Center with conf# *** (Rate guaranteed $79.00) which was cancelled by guest. 2nd Reservation was booked for handicap room over the phone by calling Wyndham Central Reservation Call Center with conf# *** (Rate guaranteed $79.00) this was also cancelled by the guest. 3rd Reservation was booked for King Suite over the phone by calling Wyndham Central Reservation Call Center with conf# *** (Rate guaranteed $senior rate) which was cancelled by the Hotel General Manager to honor guest request of not getting billed for both roomsThis request was generated after the guest checked inThis reservation crossed the time frame policy for cancellation but we waived the cancellation fee for this reservation for guest satisfaction. 4th Reservation was booked for King Suite on *** by the guest with conf# *** (Rate guaranteed $109.00)This is the actual room where the guest stayed inThe rate for this room was $as mentioned on the registration card which guest signed at check inAt checkout guest complained that she was guaranteed senior rate which was according to the 3rd reservation which was cancelled, but in this case also we honored the guest request and adjusted the rate to senior rateTo extend our courtesy for guest inconvenience and lack of communication we extended her additional 50% off on the rate which she acknowledged at check outCopy of the receipt of this charge was also provided to the guestSo the guest final bill reflected charge of including tax applied to her Visa card on fileOn this reservation guest rate was adjusted by $and the copy of this transaction was also provided to the guest reflecting cents charge. I have also attached the screen short of all the above mentioned reservation to support my factsAs being in hotel business we understand how much important it is to be hospitable and courteous to our guest and We tried our best to extend out hospitality to Mrs*** but according to her we were not up to her expectations so we apologies to the guestI also emailed the guest reflecting reservation summary for those reservations (3rd & 4th) with the king suites to clarify her billing concernsHope this summary helps to clear any mis-understanding. Again if Mrs*** *** believes that my staff was not professional to resolve this issue then I do apologize on behalf of Wingate by Wyndham *** and I am extremely sorry for any inconvenience this may have caused. Thank you, Sincerely, *** ***General Manager.Wingate by Wyndham ***Ph# ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This hotel stated fradulent information indicating I checked out the next day at 11:am this is dishonest and incorrect and I do not accept their response
Regards,
*** ***

Advertised indoor pool, no pool available
Threatened to charge me $If I did not drop compliant with customer care
Book a room for nights, 04/23/through 04/25/only booked because of indoor pool that was advertised on websiteWhen I checked in there was a note on the front counter that the pool would be down until 04/22/17, since my date of arrival was the 23, the pool should have been availableNo one informed us that the pool would not be available for our use, if they had, we would have requested a refund and booked elsewhere
The manager wouldn't even come and speak with me, the franchise owner will not return my calls
Spoke with the customer care for the chain and was told all they can do is offer me reward points, that my issues have to be settle with the owner of the hotel

RE: ID ***
To Whom It May Concern:
I am writing to you regarding a complaint from *** *** with ID # *** against my property because of a billing errorI researched the complaint on May 19, at 8:15am and found that there was a mistake of $on her credit cardInstead of crediting the guest credit card, the credit was applied to the third party credit card
On May 19, 2014, I adjusted the $back to the guest credit cardMy AGM, *** ***, emailed the guest notifying what action was taken at the hotelI also had *** *** offer her a free overnight stay for a future stay or a credit on her past stay
If you have any other questions or concerns, please feel free to contact me via phone or email at ###-###-####; ***
Thank you
*** ***
General Manager