Complaints

• Initial Complaint

  05/16/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  On May 9th we stayed at Wingate by Wyndham in ******* **. I had reserved a room with double beds. When we arrived the hotel was under obvious renovation. There were pallets of material in the parking lot and the lobby. I chose to be understanding of that. When we checked in they asked me to sign a form stating we will not smoke in the room. We got to the room and it smelled like someone just finished smoking in there. We went back down and told them and they put us in room 101. We walked in that room and it was like someone had just sprayed a can of Lysol. I have severe asthma and allergies so I immediately began to sneeze and cough. We dealt with it because we had to get going so that we wouldn’t be late for ny daughter’s graduation. I always spray everything down with Lysol first. I pulled the sheets back to spray and there was a stain on the mattress pad that you could see through the sheets. It looked like urine or someone’s had come on their cycle. It was disgusting and definitely not hygienic. I reported it to the front desk and they said they would get someone to come change it when they were finished working on something else. I said ok but I didn’t want them coming into the room while we were gone but I had no choice. The bathroom floor was dirty. The carpets had not been vacuumed. I didn’t want to stay there but since it was graduation weekend I had no choice or drive 5 hours back home. We got up the very next morning and left. I contacted the hotel Tuesday and the general manager said she would look into it and email me the next day, which was yesterday. She said since they addressed it as soon as possible, they could only give me $79 out of $386. That is unacceptable. They normally charge $79. This place isn’t even worth that. I responded to her and asked for a response by close of business today. That didn’t happen. This is unacceptable service.

  Business response

  06/17/2024

  Good morning,As stated by the guest I spoke with her and then spoke with my staff. I have submitted several print out one of which is the email to the guest and her response. I also submitted the photo of our Wyndham website that states “ Please pardon our appearance as we undergo renovations until further notice. During this time, there may be limited access to certain areas of the hotel. We thank you for your understanding.”As far as her complaints, the first room smelling like smoke as I explained to her we are under going renovations once those are complete the rooms will have no carpet and all new furnishings. However once someone checks into a room we do not monitor them 24/7 and just because the room is none smoking does not mean a guest will not smoke in the room. We do have a machine we put in the room to help eliminate the odor as much as possible unfortunately until the carpet as well as anything else made of fabric is removed and replaced cigarette smells tend to linger. She was moved promptly from this room. As for the second room I have a few points about her complaint. First lets address the Lysol issue she complained about stating it smelled like someone had just sprayed Lysol, then she states she has severe asthma and allergies so she immediately began to cough and sneeze, however in her very next line she states I always spray everything down with Lysol first. If you have severe allergies and asthma and it smelled like a can of Lysol why was she spraying Lysol. Lastly her complaint was the stain she could see through the bed sheet. I was a stain on the mattress pad it had been laundered, it was however a stain. My staff promptly addressed her concern and even recleaned her room as she was upset. She did not ask for compensation until after she had gone home. I feel that an $86 refund is fair as the matter was quickly resolved and she did choose to stay. I have contacted Wyndham as well and Mrs. ***** about the issue and made both parties aware of my decision. She is now asking for a full refund. As Mrs. ***** put it to me in her email that is laughable. If she had chosen to leave because of the stain within the first 15 minutes of checking in I would have issued a full refund, however she chose to stay. I will not be issuing further refunds to this guest. The rates were high at every hotel in the area due to graduation. One final thing of note yes we are under renovation this hotel was built in 2003 and the previous owners never did any updates to the carpet or the furnishings as far as I am aware. So yes the halls are stained and the furniture is old. I recently had the health dept here and other than minor things I needed to fix or purchase like test strips and move paper towel and soap dispensers and get a blood and vomit kit, all rooms passed. I get complaints daily about this isn’t what a Wyndham should look like which I agree and which is also why we are undergoing a renovation. We hope to be complete with the largest portion by August of this year. Much to my dismay we aren’t done sooner as that would have made me happy but shipment issues and delays have been our biggest battle. I try to make sure everyone’s stay is a good one, however if they have an issue and I or my staff can quickly resolve it we do. If it is something only the renovation will fix unfortunately that is beyond my control. Fixing her bedding situation was fixable and therefore it was quickly resolved. The smoke smell in the room wasn’t therefore we move the guest. ****** *****General ManagerWingate By Wyndham************************************** Business

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