Wingate by Wyndham

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The hotel claims that a refund has been made to my VISA for the amount of the overcharge ($American; $Canadian)I was told that the refund was processed on Monday May As of this moment, no refund appears on my online VISA statement
Also, the offer of either a full refund of the cost of my stay at the hotel OR a future one night stay is insufficient At this pont, my confidence in this hotel chain is non-existantThat it has taken THIs long to resolve the issue (not even resolved yet), and that I had to involve the Revdex.com makes me believe that my business is not valued
I await complete resolution AND a more satisfactory offer of redress
Regards,
*** ***

We have been in contact with Guest *** *** 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

Mar To Whom It May Concern:I am responding to your recent complaint - ID# ***We are responding to this complaint with some attachments that we also used when responding to the credit card dispute brought forth by this personPlease see the enclosures within this
correspondence.The guest made reservations for two rooms through *** *** *** on February for arrival that dayWe have a cancellation policy with *** of hoursThe guest was not charged for two nights but one night each for the two rooms reserved.You will note first the "Registration Card" which is signed by the guestCopies of the registration for both rooms were signed by the guest.Doing more investigation into this case, the desk agent did inform me that the guest did leave at the approximate time statedHowever, since they were in the room and were outside the cancellation time frames, the guest needs to be charged as if they stayed in the room or were a guaranteed no showThe room had to be cleaned by housekeeping after they leftThere is not a single desk agent in the hotel who would state that a guest would not be charged if they left by 6:(A fraudulent statement made by the complainant.) The agent in question informed me that they turned in their keys, said they were checking out and leftAccording to my agent, he cannot remember them asking any questions about being chargedWe cannot know if they used the beds or bathroomWe have to treat the room as if all aspects of the room had been used overnightThey checked in and stayed for two-plus hours.We dispute the refunding of charges to the guest's credit card.Sincerely,

We have attempted to contact *** *** by both phone and email on multiple occasions. The guest refund was processed on 1/15/18.We will continue to try to reach the guest.Attached you will find the case notes from our Wyndham Customer Care department

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]

[redacted]
 [redacted]
I am rejecting this response because:  this refund was never done nor did my sister or I receive anything for us each to have a free night stay
[redacted]

We reserved our room through Hotels.com (expedia) but never made any payment to or through the website. We chose the option to pay at the hotel. We were charged at the front desk of the hotel by the hotel Wingate. No funds were ever paid to Expedia. That was just what we were told by the hotel.

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, PA. We are sincerely sorry to hear we did not provide the guest, with an excellent Wingate by Wyndham experience. You 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 situation. The general manager will contact Ms, [redacted] by May 28. 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

Dear [redacted] Representative,
Thank you for bringing this issue to my attention via mail. I 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 in. We 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 guest. In 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 attempts. This 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 in. In 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 solution. Hotel cannot contact the bank with guest personal information and charges to compromise with guest financial information safety. This 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 end. Finally 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.

Yes, a complaint was filed with the credit card company,  however it was denied

Dear Revdex.com Representative, Thank you for forwarding guest concerns to my attention. Below mentioned is the summary of the guest stay when Ms. [redacted] booked total 4 reservations. I have attached copy of each reservation screen short. 1st Reservation was booked for 2 Queen Beds over the...

phone by calling Wyndham Central Reservation Call Center with conf# [redacted] (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# [redacted] (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# [redacted] (Rate guaranteed $98.10 senior rate) which was cancelled by the Hotel General Manager to honor guest request of not getting billed for both rooms. This request was generated after the guest checked in. This 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 [redacted] by the guest with conf# [redacted] (Rate guaranteed $109.00). This is the actual room where the guest stayed in. The rate for this room was $109 as mentioned on the registration card which guest signed at check in. At 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 rate. To extend our courtesy for guest inconvenience and lack of communication we extended her additional 50% off on the rate which she acknowledged at check out. Copy of the receipt of this charge was also provided to the guest. So the guest final bill reflected charge of 50.79 including tax applied to her Visa card on file. On this reservation guest rate was adjusted by $69.56 and the copy of this transaction was also provided to the guest reflecting 0.01 cents charge. I have also attached the screen short of all the above mentioned reservation to support my facts. As 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. [redacted] but according to her we were not up to her expectations so we apologies to the guest. I also emailed the guest reflecting reservation summary for those 2 reservations (3rd & 4th) with the king suites to clarify her billing concerns. Hope this summary helps to clear any mis-understanding. Again if Mrs. [redacted] believes that my staff was not professional to resolve this issue then I do apologize on behalf of Wingate by Wyndham [redacted] and I am extremely sorry for any inconvenience this may have caused. Thank you, Sincerely, [redacted]General Manager.Wingate by Wyndham [redacted]Ph# [redacted]

Reserved room on line and started all things needed to include a cat friendly. The hotel came up and reservations made. Checked in and was in room 5 min when front desk called. Informed us no pets unless we payed $280 for the pet. This was art 10 p.m. so we asked to get our money back and was told we would have to see the manager after 10 a.m. and were traveling. The employees have no abilities too do anything and the manager was no were to be reached. This hotel is the worst I've come across in all my years traveling. And I'm a retired Marine who has traveled a lot.

Dear [redacted] Representative,

Thank you for bringing this issue to my attention via mail. I 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 in. We 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 guest. In 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 attempts. This 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 in. In 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 solution. Hotel cannot contact the bank with guest personal information and charges to compromise with guest financial information safety. This 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 end. Finally 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.

Review: To start we had to change rooms because the smell of the first was so strong and horrible that we could not walk beyond the door. We have 3 people in our room and requested an additional set of wash clothes. We were disappointed to find out that we had to wait an hour for more towels. We never received them and when we called back found out we had to wait until the next day. The next day we only received one additional bath towel. We had to request toilet paper and once requested we had to come get it from the front desk ourselves. When we left the room and came back later the same day, we found that the house keeping came in and took all of the towels in the room and only left 2 bath towels! We didn't have any hand towels or wash rags. Just two drying towels. They didn't even clean the room or take out the overflowing trash cans. The last and most disturbing thing is how the house keeping staff clean the room. We stayed in the room while it was being cleaned, since we were waiting on towels and couldn't shower. The employee came in to clean the bathroom and starting cleaning the toilet with a towel (inside and out). That same towel which was used to clean the feces from the toilet was used to clean the counters and the shower! This is the most disgusting thing I have witnessed in a hotel and I am completely appalled by the horrible service in this hotel. We also spoke with the manager who claimed that she would come up and help to improve the situation but never showed up. We had to call down again and request her to follow up with us.Desired Settlement: I would like a refund of the services rendered. We wasted so much time of our trip waiting on towels and unable to shower. We could not keep some of our appointments and lost money on missed itinerary items.

Review: My son accidentally cracked a window in the fitness center and the desk clerck said that the Manager was unavailable over the weekend. I told him my family and I were leaving the country for a week and would be unavailable. He assurred me that no charges would be made to my credit card without prior approval. We discussed that they would get at least 3 bids and contact me first. When I returned from my trip in a week they charged my credit card $198.98. I called the Manager to discuss this matter and he was extreamly rude with me. I have never been spoken to in such a manner. He said he knew the guy that fixed the the window and he gave him a good deal and that I had no say in the matter. When I asked his last name at first he refused to give it to me. I don't feel like I was treated fairly or with respect. I expect more from Wyndham when paying over $200 for one nights stay. We had booked 2 rooms at the hotel, check in time was 3:00pm, we arived after 5:00pm and only one room was available. Eight people where made to wait in one room for at least another hour and a half. They had booked a bunch of 8-9 year old girls basketball teams so it was very loud and they where running around everywhere yelling and screaming. Even to the point that the police was called to the establishment over a fight that broke out between parents. We specifically called in advance to make sure they had a computer my wife could use for buisiness and a breakfast the next morning. My wife could never use the computer because the little girls where watching u-tube videos. Also, we did not get the continental breakfast the next morning because all of the food was already gone except waffle mix but the waffle machine was broken.Desired Settlement: I would like a refund in the amount of $201.30, the amount I paid for the rooms, because I did not get sleep that night due to police outside, children running and screaming through the halls at all hours of the night and no use of ammenities offered/needed due to over-crowding. I also request that the manager of the establishment recieve training in customer service/satisfaction and respect.

Consumer

Response:

At this time, I have been contacted directly by Wingate by Wyndham regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They have sent me an e-mail saying how sorry they where and that they where going to issue a full refund, but I have not recieved a refund, nor have I heard from them again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: The hotel was lovely: clean, staff was responsive, breakfast was delicious. We were thrilled to have found this hotel for such an excellent price!I booked through "Hotels.com" and paid in full before arrival. Upon arrival, I had to provide a credit card for incidentals. We incurred NO incidental charges; however, two days after returning home, I discovered an "authorization" for $72 (American) on my credit card (dated April 28). I called the hotel and was assured that this would disappear by the next day. It is now SIXTEEN days later and to date there has been ANOTHER charge to my credit card, again for $72 Amn (dated May 6). The May 6th charge has been removed but the original authorization amount has now become a bona fide charge! When I spoke with the Assistant General Manager of the hotel, she stated that is my bank's problem and not something that she can deal with. My bank ([redacted] now has to launch a dispute on my behalf and the resolution could take up to eight weeks!!!Desired Settlement: The $72 charge (dated April 28th) needs to be removed immediately from my VISA statement! I incurred NO costs at the hotel and should not be held hostage because of their poor accounting practices.

Business

Response:

Review: I would like to make a complaint, Wingate by Wyndham charged me for a hotel room and I was only in the room for 2 hours, they provided a fraudelent letter to my credit card company stating that I checked out the next day on 2/6/14 11:13am, but I did not, I checked out 2 hours later due to an electric storm in the [redacted] area on 2/5/14. When I left and asked if I needed to sign anyhting the indivdual at the front desk stated that I did not. I checked in 2/5/14 at 1:49pm and checked out 2/5/14 at approximately 3:30pm due to an electric storm in the area and I needed to go back home. Wyndham sent fraudulent information stating that I checked out 2/6/13 on 11:13am and therefore I was charged for two nights.Desired Settlement: I would like my credit card reimbursed for the full amount $160.40 the individual at the check-in stated that if I left before 6pm they would not charge me and I was charged.

Business

Response:

Mar 31 2014To Whom It May Concern:I am responding to your recent complaint - ID# [redacted]. We are responding to this complaint with some attachments that we also used when responding to the credit card dispute brought forth by this person. Please see the enclosures within this correspondence.The guest made reservations for two rooms through [redacted] on February 5 for arrival that day. We have a cancellation policy with [redacted] of 24 hours. The guest was not charged for two nights but one night each for the two rooms reserved.You will note first the "Registration Card" which is signed by the guest. Copies of the registration for both rooms were signed by the guest.Doing more investigation into this case, the desk agent did inform me that the guest did leave at the approximate time stated. However, since they were in the room and were outside the cancellation time frames, the guest needs to be charged as if they stayed in the room or were a guaranteed no show. The room had to be cleaned by housekeeping after they left. There is not a single desk agent in the hotel who would state that a guest would not be charged if they left by 6:00. (A fraudulent statement made by the complainant.) The agent in question informed me that they turned in their keys, said they were checking out and left. According to my agent, he cannot remember them asking any questions about being charged. We cannot know if they used the beds or bathroom. We have to treat the room as if all aspects of the room had been used overnight. They checked in and stayed for two-plus hours.We dispute the refunding of charges to the guest's credit card.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This hotel stated fradulent information indicating I checked out the next day at 11:13 am this is dishonest and incorrect and I do not accept their response

Regards,

Consumer

Response:

Yes, a complaint was filed with the credit card company, however it was denied