Wyndham New Orleans French Quarter

Hi [redacted] Thank you for sending the complaint concerning Ms [redacted] to our attention After reading the complaint and conducting an investigation, it was determined that the guest booked her reservation for the hotel through Southwest Airlines The guest further stated that her reservation form with Southwest did not mention and/or indicate that her reservation must be pre-paid before her stayWhen Wyndham attempted to charge her credit card for the deposit, her card was declined, and at that point her reservation was cancelled Because her reservation was made through a 3rd party, there was no way to contact guest The hotel then tried contacting Southwest for informtion on Guest, but to no avail Spoke with the guest today and explained Wyndham's policy and procedures with 3rd party reservations and full pre-payment Guest stated that it did not indicate on her reservation form that her reservation had to be paid in full by a certain day I informed the the guest if she could send me a copy of her reservation indicating that it did not mention the full pre-payment, then I will honor her reservation at the rate she initially booked it She did and it did not indicate the policy and procedures on Full Pre-Payment before date of stay Guest's reservation was reinstated at the price she was given when she initally booked it Guest very satisfied!! If you have additional questions or concerns, please feel free to contact me in the office at [redacted] or via email Thank you, [redacted] Executive Assistant Wyndham New Orleans French Quarter

From: Buczek, Ben - Wyndham New Orleans French Quarter Sent: Monday, June 08, 2015 1:09 PMTo: '[email protected]'Subject: Update from The Wyndham French Quarter
 
Dr. [redacted]
 
                I am writing...

to follow-up with you regarding the “uninvited guests” in your room.  Whereas we have had our pest control company come to inspect the room, they have not yet been able to make a determination as to what type of bug you had in the room.  I am very sorry that I have not reached out to you sooner, but I was waiting on confirmation from them.  Their initial finding suggests they were in fact bed bugs, they will be back this afternoon to re-as and re-treat the room.
 
                I am so very sorry for all of this.  I will not wait any longer to offer you compensation.  I have refunded you for all three nights of your stay, and refunded $508.62 to your discover card.  I really hate that this happened to you.  Please let me know if there is anything further we can do for you.
 
Kindly,
 
Ben B[redacted] | Director of Front Office
Wyndham New Orleans-French Quarter
[redacted]
d: ###-###-#### | f: ###-###-####

To whom it may concern,
On Tuesday, July 14th, Ms. [redacted] called the hotel and spoke with Debra N[redacted], Accounting concerning the parking charges that were applied to her credit card.  DN[redacted] informed the guest that she would research the chargers.  After investigation and research of...

the charges, it was determined that Ms. C[redacted] did not have a vehicle parked on property.  On 7/15/15, Debra N[redacted], Accounting called Ms. [redacted] and informed her that she had refunded her credit card for the charges in the amount of $120.00, and advised her that these funds will be allocated to her account within 7-10 business days.  Guest was happy and satisfied.
 
Thanks,
[redacted]

Hello [redacted] I wanted to follow up with you regarding your request for a courtesy cancel.  Your reservation actually registered as a failure to show which resulted in a charge.  However, after receiving your email, we honored your courtesy cancel request and refunded your account in...

full immediately, February 11, 2016.  I want to ensure that the funds have posted back to your account?  There may be a delay depending on the type of card you used.  For a major credit card, the funds usually post back with 72 hours.  Debit cards may take up to 14 business days depending on your bank.  Please let me know if the funds are reflecting on your account.  Thank you.       Raven D[redacted] | Director of Revenue Management Wyndham New Orleans-French Quarter 124 Royal Street | New Orleans, LA 70130 d: ###-###-#### | m: ###-###-#### | f: ###-###-#### [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11299008, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]     I spoke with Mr. Thurman F[redacted] on March 31, 2016, the day this letter (addressed to me) was submitted to the New Orleans Revdex.com. I declined the offer of $200, equal to one night's stay. The two of us agreed that since Mr. F[redacted] was not authorized to refund the full amount (roughly $1,300) surely his supervisor, or someone else could. Mr. F[redacted] asked me for, & I gave him my availability for the next three days & he assured me that his supervisor would call me. This conversation occurred on the 31st of March. It is now more than a week later and I have not been contacted by anyone from Wyndham. I believed I was on the road to a fair resolution. Furthermore, in his letter, Mr. F[redacted] stated that $200 would be refunded to my debit card ending in 7527. To date (April 9, 216) my bank account has not reflected such credit. I also made it clear to Mr. F[redacted] that I was already extremely uncomfortable with Wyndham having such manipulation of my personal debit card. He then felt it appropriate to "credit" my card which I made abundantly clear, I did not want accessed, for any reason? And not only that, the promised credit never took place.     I find it appalling that at this point, any representative of Wyndham would stake such a claim, however, I also feel I should have been communicated with in an honest manner. And I most certainly have not been. This is my reason for "rejecting" the business's attempt at a resolution. 
Regards,
[redacted]

Hi [redacted]
Thank you for sending the complaint concerning Ms. [redacted] to our attention.  After reading the complaint and conducting an investigation, it was determined that the guest booked her reservation for the hotel through Southwest Airlines.  The guest further stated that...

her reservation form with Southwest did not mention and/or indicate that her reservation must be pre-paid before her stay. When Wyndham attempted to charge her credit card for the deposit, her card was declined, and at that point her reservation was cancelled.  Because her reservation was made through a 3rd party, there was no way to contact guest.  The hotel then tried contacting Southwest for informtion on Guest, but to no avail.   Spoke with the guest today and explained Wyndham's policy and procedures with 3rd party reservations and full pre-payment.  Guest stated that it did not indicate on her reservation form that her reservation had to be paid in full by a certain day.  I informed the the guest if she could send me a copy of her reservation indicating that it did not mention the full pre-payment, then I will honor her reservation at the rate she initially booked it.  She did and it did not indicate the policy and procedures on Full Pre-Payment before date of stay.  Guest's reservation was reinstated at the price she was given when she initally booked it.  Guest very satisfied!!  If you have additional questions  or concerns, please feel free to contact me in the office at [redacted] or via email.
 
Thank you,
[redacted]
Executive Assistant
Wyndham New Orleans French Quarter

Review: My girlfriend and I planned a trip to New Orleans for her 20th birthday where I planned to propose to her. However, a series of problems happened on our way to the hotel. 1. Our tire got a flat(delaying our time and costing trip money) 2. The roads surrounding the hotel were all one ways and most were closed off or blocked. 3. We called the hotel prior days to arriving to double check if the rooms were COMPLETELY paid for so thag we had no surprises when there. The lady at guest services checked for us and told us everything was paid for and readg to go. When we got there, a few misfourtunes winder us penniless till the following day. We get there and not only are we told only one night is paid for, we must pay $50 for security deposit and $30 a night for parking. We were ok with paying the $80, we could have found a way to get the money. However, the fact that we called prior and were told one thing and got there to be told another upset my pregnant girlfriend who already was having a bad birthday weekend. To add to the money situation, our clerk was detached from the concersation and when she called another lady to help that lady was rude After almost two hours trying figure out what to do while trapped in the rain, we cancelled our reservations for both rooms we booked ( one for us and another for her mother). We were not asked a reason why leaving us feeling like they got our money what do they care. I am not out of almost $500 and my girlfriend's birthday weekend went bad to worst. She didn't care about the extra fees, it was the lack of service, consideration, and confusion on the part of customer service and the hotel that upset her. She refuses to go back to any Wyndham hotel again or use the booking site we use to find the hotel. We will be finding another hotel from now on as will her family who.travels often especially to New Orleans.Desired Settlement: We either want an explanation/apology as to why the service was bad, a refund ( which we know isn't an option) or a exchange. I am not that concerned as to which way the issue is resolved, I wanted our ecperience noted and since the email to the Wyndham Hotel site wasn't working, we filed a complaint through the Revdex.com.

Business

Response:

Hotel pricing and procedures were followed and there is no record of any service issues with this guest. However, as a goodwill gesture, we asked them to return and comped their parking and provided a connecting room for the parent to allow them to enjoy a mini honeymoon in New Orleans.

Review: My friend and I stayed at the Wyndham on Royal St.from March 9, 2016 through March 15, 2016 for my birthday week. After we checked in and went to our room, we found an unmade bed and a trash bag hanging in the bathroom. Called front desk because it seemed as though we'd mistakenly been given keys to a room that was already occupied. The person I spoke to at front desk actually said to me, "Well, what do you want me to do about it?" I was appalled & caught off guard. I was calling to make sure we hadn't walked into the room of another guest. She was astonishingly rude and unhelpful throughout the conversation. She did say we were in fact in the correct room & it was not already occupied. We would have been happy to stay in that room if we could have the disheveled bed remade & trash removed from the bathroom. But the person I was speaking with at front desk was combative, rude, not understanding, not communicating, & all around just mean. She kept saying "I'm not gonna comp your room." And I'd never asked for that. Not at all. I simply wanted to know if we'd accidentally walked into another guest's room. After quite a bit of back and forth with this unbelievably rude front desk associate, she finally told me she was going to put us in a different room. OK, fine. We waited for about an hour, if I'm not mistaken, for a rolling luggage cart to transport our things to the new room on the 17th floor. After waiting all that time, we called front desk again to see if we were still being moved to a different room. The same rude associate answered & said we had to move ourselves, which of course was no problem, we weren't expecting anyone to do it for us but we did need & had been told someone would come by with the luggage cart. We had 6 bags & definitely couldn't relocate without the cart.This all occurred on day one, within an hour of checking in. So many more things happened after that & I've spent the last few weeks trying to resolve this.There are notes "in the system" detailing the other events.Desired Settlement: A full refund, at this point, which was not my initial request. I've gone through so much effort, time, & flat out horrible treatment with no attempt at a workable resolution, a full refund is now the only acceptable outcome. I'm fully aware it will be tricky, considering I booked through Southwest Vacations. From my calculations, it's slightly over $200/night.There are detailed notes, accessible using my phone # 302 275 8071. I'd be happy to further articulate my experience if necessary.

Business

Response:

March 31, 2016

[redacted] Dear Ms. [redacted] Thank you for your letter alerting us to the problems that you had during your stay here at the Wyndham New Orleans French Quarter. We are sorry that you have been subjected to such a frustrating series of events. We pride ourselves on responding to our customers' concerns very quickly, so what you have experienced is inexcusable. On behalf of the Wyndham New Orleans French Quarter, we apologize for the inconvenience these problems have caused you. Your complaint has inspired us to re-train all service-related staff. Given the unfortunate experience you had here, a refund equivalent to one night’s stay for $200 will be refunded to the Visa card ending in 7527, in addition to the Wyndham Customer Care reimbursement of $250. We hope that your next experience with us will better meet our standards of excellence. Again please accept our sincere apologies. We will make every effort to see that no other guest experiences these same issues. We appreciate your business, and hope that we will have the opportunity to continue to earn it. Thank you for choosing the Wyndham New Orleans French Quarter as your resort destination, and we look forward to hopefully seeing you in the upcoming year. Sincerely, Thurman F[redacted] Assistant Front Office Manager Direct Line: ###-###-#### cc: Craig M[redacted] General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11299008, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.] I spoke with Mr. Thurman F[redacted] on March 31, 2016, the day this letter (addressed to me) was submitted to the New Orleans Revdex.com. I declined the offer of $200, equal to one night's stay. The two of us agreed that since Mr. F[redacted] was not authorized to refund the full amount (roughly $1,300) surely his supervisor, or someone else could. Mr. F[redacted] asked me for, & I gave him my availability for the next three days & he assured me that his supervisor would call me. This conversation occurred on the 31st of March. It is now more than a week later and I have not been contacted by anyone from Wyndham. I believed I was on the road to a fair resolution. Furthermore, in his letter, Mr. F[redacted] stated that $200 would be refunded to my debit card ending in 7527. To date (April 9, 216) my bank account has not reflected such credit. I also made it clear to Mr. F[redacted] that I was already extremely uncomfortable with Wyndham having such manipulation of my personal debit card. He then felt it appropriate to "credit" my card which I made abundantly clear, I did not want accessed, for any reason? And not only that, the promised credit never took place. I find it appalling that at this point, any representative of Wyndham would stake such a claim, however, I also feel I should have been communicated with in an honest manner. And I most certainly have not been. This is my reason for "rejecting" the business's attempt at a resolution.

Regards,

Review: I booked a one night stay for the Wyndham New Orleans French Quarter for February 10 2016 (departing on the 11th). I changed plans and decided not to stay in New Orleans after Sunday instead I was in Panama City, Panama staying with the same Wyndham property brand from Monday February 8-11th.

On Friday (6th), the hotel sent me a reminder about my upcoming stay in the French Quarter (while I was in New Orleans). I called the hotel directly on Saturday morning (7th at 1144a) and was told by the front desk agent that she could not honor my request to cancel and only a manager could cancel. The front desk agent stated the manager would return on Monday (Monday by Wyndham policies would be too late to cancel - the hotel requires a three day advance notice.) Monday I was also in Panama with no cell phone reception outside of the hotel.

I was billed the $287 as a no show. As soon, as I saw the pending charge on Thursday, I contacted the hotel via email outlining the billing dispute. I forwarded my call log, substantiating my call, to the hotel and the Wyndham rewards customer care center.

I have yet to be refunded or informed of the hotel's decision.Desired Settlement: Full refund. I attempted to cancel the hotel reservation and should not have been billed or have to file a complaint. My request for cancellation should have been honored.

Business

Response:

Hello [redacted] I wanted to follow up with you regarding your request for a courtesy cancel. Your reservation actually registered as a failure to show which resulted in a charge. However, after receiving your email, we honored your courtesy cancel request and refunded your account in full immediately, February 11, 2016. I want to ensure that the funds have posted back to your account? There may be a delay depending on the type of card you used. For a major credit card, the funds usually post back with 72 hours. Debit cards may take up to 14 business days depending on your bank. Please let me know if the funds are reflecting on your account. Thank you. Raven D[redacted] | Director of Revenue Management Wyndham New Orleans-French Quarter 124 Royal Street | New Orleans, LA 70130 d: ###-###-#### | m: ###-###-#### | f: ###-###-#### [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 11139335, and find that this resolution is satisfactory to me.

Review: I am submitting a complaint regarding a recent stay at the hotel. First, I didn't spend much time in the room because of the stale smoke smell- I was basically there only long enough to sleep. However, as I was packing to leave, I noticed several bugs crawling around on the beds. I think they were bed bugs. Perhaps if the room's smell hadn't been so bad I could have spent more time in the room and would have seen the bugs sooner. Regardless, I found more crawling on me at the airport and in my luggage after I got home. As soon as I discovered the bugs, I reported them to the hotel staff. The manager said he would look into it, call a decon team to identify the bugs and treat the rooms, and also let me know what kind of bugs they were. I never heard back from him or anyone at the hotel. They didn't seem very concerned when I reported the issue and there was no follow up- none of this inspires confidence in management of the hotel. I am currently trying to locate someone to identify the bugs I found in my luggage to make sure I handle the pest removal process appropriately and avoid an infestation in my own home, though if the hotel staff had done this as they said they would, I would not have to spend my time and money to get the bugs identified. Even more of a nuisance is the fact that to have my laptop decontaminated, I have had to seal it in a bag and wait for a chemical treatment to be delivered, which hasn't arrived yet, and then allow a week for the fumigation process. In all, it means two weeks without my laptop, which is my primary means of doing my job. Overall, my experience with this hotel was awful, and I will never be staying there again.Desired Settlement: When I reported the problem initially, I was not looking for a refund on my stay. However, given the overall experience, I am looking for two things. First, I would like a full refund to compensate for the time, effort and money I am investing to deal with the aftermath of the bug problem. Second, I want the issue posted on the Revdex.com website to warn people about the potential for exposure to bedbugs or other pests.

Business

Response:

From: Buczek, Ben - Wyndham New Orleans French Quarter Sent: Monday, June 08, 2015 1:09 PMTo: '[email protected]'Subject: Update from The Wyndham French Quarter

Review: I recently stayed at this hotel with a group of women. I drove and valet parked my car on 2 July 2015 at 6 p.m. The rest of my group checked in on 1 July 2015 and didn't have a vehicle. On 4 July around 2 p.m., I checked out and went to the valet where I paid cash for my vehicle. I paid exactly $89 dollars because my car was only parked for 2 nights. The manager or the person. Who was in charged gave me a receipt and wrote on her log that I paid cash so that the credit card that was attached to the room wouldn't get charged again. My friend's card was charged $120 for my car once they checked out on Monday 6 July. We have called numerous times to get this matter resolved to no avail. The car was only there for 2 nights and I personally paid for it cash before I left. This seems like a scam by the hotel. While we were there they constantly ran out of wash towels, they were obviously overwhelmed. Our room Number was 1211 and the name on the reservation was [redacted], the credit card holder's name is [redacted] and we were on the reservation.Desired Settlement: We would just want for the hotel to verify that I paid cash and refund the extra $120 that were charged.

Business

Response:

To whom it may concern,

On Tuesday, July 14th, Ms. [redacted] called the hotel and spoke with Debra N[redacted], Accounting concerning the parking charges that were applied to her credit card. DN[redacted] informed the guest that she would research the chargers. After investigation and research of the charges, it was determined that Ms. C[redacted] did not have a vehicle parked on property. On 7/15/15, Debra N[redacted], Accounting called Ms. [redacted] and informed her that she had refunded her credit card for the charges in the amount of $120.00, and advised her that these funds will be allocated to her account within 7-10 business days. Guest was happy and satisfied.

Thanks,

Review: I will never ever book with the Wyndham hotels again. I booked a room on December 8, 2014 for a very important trip I have in mid Febuary. Not only did the hotel cancel my reservation on January 15 but they never notified me that the reservation was being cancelled. I found out on Febuary 6, when I called to confirm my hotel. The staff & manger at the hotel was very very rude and when I asked about rebooking the manger was extremely unapologetic for the hotel error and she refused to rebook me for the rate I had previously recieved, she said I would have to pay $600 per night, instead of the original $135 per night rate I had booked at in December. This trip was very important and due to the terrible customer service and erroneous cancellation of my room, &lack of notification, I have lost hundreds of dollars on air fare and all of the hotels in the city are either booked up or $650+ plus per night. This is the cost of my entire 5 night stay which was $695 total.Desired Settlement: I would like to be booked at the hotel for the dates I requested 2/12/2015-2/17/2015 at the original rate I booked at which was $135 per night.

Business

Response:

Hi [redacted]

Thank you for sending the complaint concerning Ms. [redacted] to our attention. After reading the complaint and conducting an investigation, it was determined that the guest booked her reservation for the hotel through Southwest Airlines. The guest further stated that her reservation form with Southwest did not mention and/or indicate that her reservation must be pre-paid before her stay. When Wyndham attempted to charge her credit card for the deposit, her card was declined, and at that point her reservation was cancelled. Because her reservation was made through a 3rd party, there was no way to contact guest. The hotel then tried contacting Southwest for informtion on Guest, but to no avail. Spoke with the guest today and explained Wyndham's policy and procedures with 3rd party reservations and full pre-payment. Guest stated that it did not indicate on her reservation form that her reservation had to be paid in full by a certain day. I informed the the guest if she could send me a copy of her reservation indicating that it did not mention the full pre-payment, then I will honor her reservation at the rate she initially booked it. She did and it did not indicate the policy and procedures on Full Pre-Payment before date of stay. Guest's reservation was reinstated at the price she was given when she initally booked it. Guest very satisfied!! If you have additional questions or concerns, please feel free to contact me in the office at [redacted] or via email.

Thank you,

Executive Assistant

Wyndham New Orleans French Quarter