ComplaintsforWingate by Wyndham

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May, 2024, I made a reservation at the Wingate by Wyndham of Columbia for Fri., 10/18-Sun., 10/20/24. This is Homecoming Weekend. Unbeknownst to me, the reservation cancellation period is 30 days prior to the check in date. Apparently, there are no exceptions to this for illness, death, or any other reason. I am a caregiver and am now unable to use the reservation. I called on day 30, when I noticed the $609 charge on my card. The initial front desk worker told me "too bad" and hung up on me when I asked to speak with his manager. When I called the next day and was able to reach an assistant manager, ****, he stated that he would pass my question onto his manager. When I followed up with ****, I was told that the General Manager said "absolutely not". While I understand the cancellation period, the length of it leaves no room for any emergencies. Life can happen quickly in a 30 day period. What's more disturbing about the policy is that the property is very likely to be able to re book the subject room, even on such a busy weekend. They are charging a premium rate for a game weekend, which I guess I can understand, but the length of the cancellation period, the tone of the staff (mostly rude) and the lack of any consideration of an emergency situation which prompted the cancellation (on the 30th day) is unconscionable. I will be visiting **** pretty regularly as a Mizzou parent and I can promise that I will NEVER recommend or stay at this property. Service and integrity still matter. Thanks for your consideration.

  Business response

  09/25/2024

  Every reservation is sent a confirmation email that includes the room type, date, and cancellation policy. It is standard practice to enforce a cancellation policy especially in the niche market of a university town. I will not be issuing a refund. 

  Customer response

  10/04/2024

  This was NOT resolved to my satisfaction. This business operates in bad faith, engages in price gouging and does not provide ample information regarding its policies in a manner that is easily visible for the customer to consume and understand. Most egregious is the rudeness of the staff. As a parent of a Mizzou student, our family will be frequently visiting the ******** area. I will NEVER stay at this Wingate and I have shared my very disappointing and negative experience with this property of several social media platforms with fellow Mizzou families. Integrity is everything. I've previously had no issues at all with Wyndham properties. This one is NOT a good brand example at all. Shame on them.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I stayed at the listed hotel April 27th. Apparently there were duplicate reservation one through hotel which I was unaware of & one through through priceline which I had made. When I check in the hotel room I was charged even though I had booked through Priceline. When I requested a refund from hotel or Priceline I was declined. I was told by hotel they "couldn't see duplicate reservation " but I was still charged when I checked into the hotel. I had never received any sort of email from hotel about said reservation. I am only requesting refund for duplicate charges. I have spoke with ***************** & they both declined my request.

  Business response

  07/22/2024

  I will not be issuing a refund. I have attached two screenshots that proves the guest made two reservations. One of the reservations was made through Wyndham and the other was made through Priceline (Agoda).  We have a 24-hour cancellation policy and a no-show policy in place. Typically, duplicate reservations are made from the same booking hub and are done within minutes. These two reservations were made 21 days apart. April 4th was the first reservation and April 25th was the second reservation. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I stayed in the Wingate By Wyndham in ******** ** February *****nd. I paid $350 for a double queen room expecting a luxury hotel. I got to the hotel at 3:30 pm. I open my car door and smell what i think is a skunk. I get out of my car and go to the back of my car to get my suitcase and realize there are two guys smoking weed in a beat up car two spots over. They have their windows down watching and talking about me where I can hear them. I am a a small young single female alone and instantly felt uncomfortable staying there. The mirror was hanging from the side of the car. I go inside to check in and am asked to write my license plate down. I told the two men at the desk that I didnt feel safe going back into the parking lot to get it and about the guys in the car. One of them went out to get it and said that them going out might deter them to leave their lot. They share a parking lot with an extended stay which draws that kind of crowd but these guys were parked near their front door. I went up to my room 332 at the end of the hall on the 3rd floor. I felt very uneasy. The hotel is old and definitely not luxury as I expected for the price. At 930pm after my shower I got in bed to turn on the tv. Remote lights up and tv doesnt work. I check to see if its plugged in, and if is. I tried to turn it on with the buttons on the tv and nothing works. I call the front desk and they have no maintenance man. They ask me to come down and get keys to change rooms. As you can imagine I had my room all unpacked and was in my pajamas. I get dressed and get the new keys. I pack up my room and start moving. The new room has a burning smell but the tv worked. It is controlled got a thermostat on the wall instead of the unit so the fan wont run. I get in bed and the next room is just heating in something for 15 ins straight. I assume I am hearing what they are doing in bed. I finally fall asleep and wake up at 3am full of anxiety about my stay. I ran out of room.

  Customer response

  03/11/2024

  Proof of stay

  Business response

  04/23/2024

  This guest is, in fact, accurate regarding the extended stay that shares our parking lot and I am constantly in communication with the police due to the weary characters that are walking through our parking lot or are parked in our parking lot doing illegal things.  

  
  

  In regards to the guests' concerns regarding the rate, I would like to state for the record that every comparable hotel in Columbia was near the same price due to State Wrestling in Columbia. We are not a luxury hotel and we are not advertised as one. However, I am in the hospitality world and I would be happy to provide this guest with a free night's stay for a future date to provide her a more typical experience for the Wingate of Columbia. 

  
  

  Business response

  04/23/2024

  This guest is, in fact, accurate regarding the extended stay that shares our parking lot and I am constantly in communication with the police due to the weary characters that are walking through our parking lot or are parked in our parking lot doing illegal things.  

  
  

  In regards to the guests' concerns regarding the rate, I would like to state for the record that every comparable hotel in Columbia was near the same price due to State Wrestling in Columbia. We are not a luxury hotel and we are not advertised as one. However, I am in the hospitality world and I would be happy to provide this guest with a free night's stay for a future date to provide her a more typical experience for the Wingate of Columbia. 

  
  

  Customer response

  04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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