Wyndham Pittsburgh University Center

Dear [redacted],Thank you for your letter of May 23,2016 regarding complaint ID [redacted]. I have researched this complaint and our staff has readily provided facts, and additional detailed information regarding it, some of which will share with you.Ms. [redacted] states that she stepped in...

vomit "when arriving to the hotel." Ms. [redacted] actually checked into the hotel at 3:55pm on May 19, 2016 and this incident was reported to our staff several hours later after Ms. [redacted] had returned to the hotel and parked in the 15 minute guest registration parking area, even though she had checked in during the afternoon several hours earlier. It was at this point according to her complaint that she stepped in vomit. In speaking to the various staff members who have interacted with Ms. [redacted] they all have exhibited empathy for the situation she experienced, and acted quickly with respect to reconciling the situation to a fair and reasonable outcome.Contrary to Ms. [redacted]'s complaint, she was issued a full refund for her hotel room, tax, and parking charges. Considering all material information and factual inaccuracies related to this complaint, our consideration given to this situation and our subsequent response has been more than fair and generous.Sincerely, Coleman *. HGeneral Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am having difficulty understanding what this gentleman's point of view is. I provided copies of the emails I sent to the location's email - he did not dispute the validity of the email address that was clear in the copies of my emails. So I'm not sure why he is claiming he has no evidence that reached out via email. If the email address used in my pictures provided was incorrect, he should have said so and said the email wasn't correct and therefore of course he wouldn't have evidence that I reached out. But I still provided evidence that I cancelled prior to my stay and I suppose I'm glad he's willing to work with me, but I feel uncomfortable dealing with him after he essentially has called me a liar. I tried resolving this issue with their corporate office (who has yet to get back to me after 3 attempts) and with the location itself and was forced to go to the Revdex.com. I am reiterating that I would like to be refunded to my original payment method, less ONE night's stay. I am perfectly okay with them charging me for one night (it can even be the most expensive night if they so choose, which I think was Saturday at $209). I feel this is fair and would resolve all issues. Please let me know if this can be done. I will deal with the manager if I absolutely must, but I would prefer not to. Thank you! 
Regards,
[redacted]

Dear [redacted],Thank you for your letter of July 11, 2016 regarding case ID [redacted].I have been trying to contact [redacted] and you will find enclosed a copy of my response to her on July 9th (two days before your letter was written, and three days prior to my receipt of it)...

demonstrating good faith and my willingness to discuss the situation with her. As of this writing I still have not heard from her despite the fact f provided multiple contact options forNonetheless I remain open to discussing the situation with her and will be available should she choose to contact me directly.In the meantime you will also find enclosed the clearly stated room reservation booking policies from Expedia, the online booking agency Ms. [redacted] utilized to make her room reservation, including cancellation penalties which were in place during the US Open weekend. This is a standard practice of hotels during high compression periods of time such as US Open weekends, Super Bowls, etc.And finally, we have no record of any cancelation of Ms. [redacted]'s reservation. I will be happy to learn of her cancelation number which is issued for any cancellation.Sincerely,Coleman H[redacted]General Manager

Review: Where arriving to hotel, I stepped in vomit in their registration parking spots and had to leave my shoes there. I explained to the front desk. He never offered assistance or an apology. I requested my parking fee back as I no longer wanted to stay at the hotel and had never parked. He double charged me. I asked for compensation for the shoes I had to leave there and he laughed. When I left, I had to crawl through the passenger side since he didn't do anything about the vomit. I tried to call a manager six times the next day and emailed with no responses. I called Wyndham corporate as well with no response and their website with no response. Finally a front desk worker assisted after I cried and explained I had been trying to call for an hour. A manager has still never followed up regarding my shoes or the experience.Desired Settlement: I'd like the manager to acknowledge the incident and compensation for my shoes....the entire experience had me in tears while waiting for reps and being transferred over an hour the next day. I'm fully disgusted by the lack of care by Wyndham.

Business

Response:

Dear [redacted],Thank you for your letter of May 23,2016 regarding complaint ID [redacted]. I have researched this complaint and our staff has readily provided facts, and additional detailed information regarding it, some of which will share with you.Ms. [redacted] states that she stepped in vomit "when arriving to the hotel." Ms. [redacted] actually checked into the hotel at 3:55pm on May 19, 2016 and this incident was reported to our staff several hours later after Ms. [redacted] had returned to the hotel and parked in the 15 minute guest registration parking area, even though she had checked in during the afternoon several hours earlier. It was at this point according to her complaint that she stepped in vomit. In speaking to the various staff members who have interacted with Ms. [redacted] they all have exhibited empathy for the situation she experienced, and acted quickly with respect to reconciling the situation to a fair and reasonable outcome.Contrary to Ms. [redacted]'s complaint, she was issued a full refund for her hotel room, tax, and parking charges. Considering all material information and factual inaccuracies related to this complaint, our consideration given to this situation and our subsequent response has been more than fair and generous.Sincerely, Coleman *. HGeneral Manager

Review: I booked a room to attend the US Open. My dates of stay were to be 6/17-6/19 2016. I had to cancel to attend a benefit for my deceased sister that was moved to the weekend of my stay. The cancellation policy was 5/26 (3 weeks from stay). This was already ridiculous and in fact, I had never seen this before. I had to cancel a week prior to my stay. I have contacted the hotel AND corporate each 4 times in regards to getting my money back. They charged my the entire stay's worth for my cancellation. That's nearly $1,000 for a hotel I never stepped foot in! This is so unfair. Even their website states a no-show is only charged the first night of the stay - so why was I charged the full stay? I HAD to cancel my stay - it was non-negotiable. They refuse to contact me after over a month of trying to reach them. This has had devastating financial effects for me - I can't afford $1,000 for something I never even did.Desired Settlement: I just want them to contact me to resolve this! I am looking for them to refund me for the entire stay and charge me ONLY for one night's stay because that is the policy detailed on their website. This is what is fair and considering the circumstances, I think they have a moral obligation to oblige me. I certainly would have rather been attending my first US Open as a huge golf fan rather than crying at a benefit to remember my deceased 25 year old sister....

Business

Response:

Dear [redacted],Thank you for your letter of July 11, 2016 regarding case ID [redacted].I have been trying to contact [redacted] and you will find enclosed a copy of my response to her on July 9th (two days before your letter was written, and three days prior to my receipt of it) demonstrating good faith and my willingness to discuss the situation with her. As of this writing I still have not heard from her despite the fact f provided multiple contact options forNonetheless I remain open to discussing the situation with her and will be available should she choose to contact me directly.In the meantime you will also find enclosed the clearly stated room reservation booking policies from Expedia, the online booking agency Ms. [redacted] utilized to make her room reservation, including cancellation penalties which were in place during the US Open weekend. This is a standard practice of hotels during high compression periods of time such as US Open weekends, Super Bowls, etc.And finally, we have no record of any cancelation of Ms. [redacted]'s reservation. I will be happy to learn of her cancelation number which is issued for any cancellation.Sincerely,Coleman H[redacted]General Manager