We drove over 1000 miles to stay in your hotel. 25 years ago we came to Kissimmee to celebrate our honeymoon and we were very happy with our stay. We're from Indiana and don't get to leave our state very often for pleasure trips. We got to your hotel and checked in but it took quite a while to get our room and location of room.
The room was clean except for shower, which had mold/mildew on tiles and exhaust vent. Also looked around room for information on places to eat but couldn't cause no information was in our room not even a telephone book so we went to the hotel restaurant which bragged about being the best barbecue in state. We got right in but the staff was pushing the buffet very hard.
We went up and looked at what was available and found that it looked as if they had catered somewhere and had put leftovers from that out cause it looked extremely old and dry. We ordered simple barbecue sandwiches and fries with a cola. The only other people in the place was a table of 7 and they came in after us and also didn't do buffet but they got their food and several drinks before we got our pop and water and finally our food. The food was the worse attempt at a barbecue sandwich I've ever tried and the fries were very old and cold by the time we got them.
Needless to say we couldn't eat our food and we don't complain hardly ever but I had to. Waitress never came back to ask if we needed anything else or more to drink just dropped off bill when we finally got our food. So I told the man at the cash register who tried to apologize when I told him what had happened, that we were staying here for several days and wouldn't be back and that I couldn't believe the treatment that we got from the staff. So then we had to ask two different days for towels.
We also were given a parking pass at check-in but not told what we were to do with it so when we left the hotel to go get something to eat that was eatable, when coming back to our room the guard at the shack wasn't going to let us in cause we didn't have it on our dashboard. We had left all our paperwork in the room cause we were hungry and didn't know we were supposed to have that pass on dashboard. I know all of this sounds pretty petty in the grand scheme of things but how many times do you get to celebrate a 25th wedding anniversary.
I waited to write this till I cooled off and thought about it for a while but I still believe we were wronged so that's why I'm writing now. We stayed at your hotel Ramada Plaza Hotel & Inn Gateway 7470 Highway 192 West Kissimmee room #** on 3/5/11 till 3/11/11.
GALVESTON, TEXAS -- I recently had the misfortune to stay at the Hotel Galvez along with family and guests who were attending my daughter's wedding.We pre-paid for rooms in January 2012 with a contract calling for 10 ocean front rooms all on the 5th floor. When it came time to check in, rooms were scattered over two floors with only one ocean view room.
We were informed by two of our guests that they were charged $515 for a room that we had already paid for.Those guests were put into a financial situation because the Hotel Galvez completely mismanaged my reservations. Two rooms for our guests had no air conditioning and we were told by maintenance that the hotel had 200 rooms without AC. The Honeymoon Suite, again at over $500 a night, had a tub that didn't drain, and when the issue was called in to the front desk I was hung up on and the problem wasn't solved.
For our daughter's reception we purchased the four hour ‘Gold Package'. Our food came covering both ends of the spectrum, either under cooked and bloody or shoe leather dry. Of the 5 chicken dinners ordered only 2 arrived and that was twenty minutes after everyone else had been served. The children were lucky to share those, I suppose?
We were under the impression that this would ensure that the reception would not run out of basics such as bottled beer. My guests were then served beer from the bar in cans… which they then found out from security, was not allowed on the premises.Some of my guests were rudely told to leave the premises because they held canned beer served by hotel staff. While a guest at the Hotel Galvez, I was tending to so many issues related to rooms and catering I didn't have time to have photos taken with my daughter.
Since I cannot find resolution from the Hotel Galvez directly, I'll take my issue to social media in hopes that someone other than the disinterested hotel manager reaches out to help sort out these issues.Since the Hotel Galvez thinks that Facebook is the wrong place to air this issue I feel is in my best interest to inform as many people as possible in an effort to save others from having their special days ruined.
While I can and do understand that not every event will go flawlessly, I cannot accept that so many things were wrong with our event and that between issues with security, catering, the front desk and post event, hotel management, I will continue to spread the word that the Hotel Galvez of the Wyndham chain leaves guests with empty wallets and hollow promises once the contracts have been signed.
ORLANDO, FLORIDA -- I have to tell you I have never been so disappointed in my life. The only reason I stayed in that room was because I was to exhausted to move to another room. Let me tell you what I saw, the steps leading up to the room not enough light to see where you were going. The front of the steps need to be light up. Also the Bannister was coming off the wall imagine falling down all those steps. The drapes were so dirty the corners didn't even match the drapes anymore. The floor was disgusting and dirty. The handle to the toilet was broken. The bathtub was dirty. Cracks paint pealing off the walls.
The tissue container old old old. The toilet paper holder cracked with dirt ingrained in it. The headboards were from the 50's with heavy dust in the cracks. The furniture was so old the room smelled of mildew. The ceilings were dirty and old the whole room should be knocked down and rebuilt. How can they sell these rooms I have never in my life stay in anything so disgusting. I didn't even shower in the morning. I was afraid I would catch a disease. This was very stressful experience and I will never stay or recommend this Hotel to anyone. How can you give the public such disgusting service.
I also ate dinner in the restaurant because we were to tired to go out of the area. Let me tell you the furniture is so old and disgusting. The tables are so old the top of the tables were peeling off. I want to be reimbursed. First of all I want my money back for the room and the restaurant and I want to be compensated for staying in such a disgusting filthy room.
DENVER, COLORADO -- I was in town on business, ironically enough to deliver presentations regarding Service Recovery. This was my first visit to the Wyndham chain, and I certainly hope it will be my last. The front desk staff were not at all friendly or accommodating. For me though the problem began on the second night of my stay. At 9 p.m., when I was already in my pajamas, I received a call asking that I move rooms because there was an electrical problem that they wanted to be able to work on in the morning. They asked that I move at night rather than the morning because it would be more convenient for them.
Other than suggesting they could send someone to move my bags, they did not offer any type of compensation. I think perhaps if they had better trained their staff in regard to service, empathy and atonement, I may not have been so utterly disappointed. To put their poor service into further perspective, my colleague locked her key in her room. When asking for a new key at the front desk, the assistant manager didn't even look up and simply said, "Do you have ID?". She then proceeded to create a new key with no additional interaction with us and without ever looking up, handed the key back over.
When checking out, I heard additional examples of others commenting on the Wyndham's poor service. The topper though was when they didn't ask how our stay was or invite us to return on our next trip. I wrote a letter of complaint (submitted via email) when I returned home because I thought they might be interested to know that I had a captive audience of over 100 people with whom I had shared my story. I was hoping that they would try to apologize or at the very least acknowledge my complaint. Unfortunately, it's been about a month since my stay and I have yet to hear from them.
As a follow up, I sent email to the corporate site indicating that I would like send a physical letter of complaint because I had not received a response. In response, they simply provided me with an address. Once again, they squandered an opportunity to offer empathy! When traveling to Denver, we normally stay at the Hyatt. Even though we couldn't stay there for this visit, we went there for breakfast one morning. Even though it had been about four months since our last visit, the server said, "Welcome back ladies". Now that's the kind of service for which the Wyndham should strive!!!
ALBEQUERQUE, CALIFORNIA -- I recently connected with a long-lost friend through the internet. After a few months of emails and phone calls, we planned a New Mexico vacation for our reunion. The best option for travel to Albuquerque, was an arrival at 9:30 PM so I decided to book a hotel near the airport for our first night and, used the Southwest travel site to book the hotel. A few days later and more than 10 days before the scheduled arrival, my friend's son was injured in a multi-car accident. His son will be OK, but will need rest and care for several weeks. Our trip must be postponed.
The Hawthorn Suites by Wyndham Hotels in Albequerque has decided that they are entitled to keep the entire payment for the room, a policy that is stated on their reservation system, but one that I overlooked. I can understand that they may be entitled to some amount for overhead (no live persons were involved in this brief booking), but I think that the policy is greedy and that their refusal to refund even a portion of the payment when the cancellation was made 10 days in advance is disappointing.
WYNDHAM COZUMEL -- What a disappointment!!! We scheduled our first family Christmas vacation at the Wyndham Cozumel from 12/21/08 - 12/27/08. My husband, our sons and families - 9 people in all. 7 days & 6 nights all-inclusive. The disaster: Not enough staff. We stood in line sometimes for 30 minutes just to get a soft drink at the bar. One bartender. No TV remote in the room. Requested in for 5 days at the front desk and leaving notes in Spanish & leaving tips for housekeeping.
No coffee service in room for 3 days. No children activities as advertised for whole trip. Ran out of towels for beach for first 5 days at the hotel. Not enough tables at Xmas Eve dinner and was asked to vacate our table so other people could eat. Resort ran out of food at the evening meal several times.
The quality of food was fair at best. I contacted Wyndham Customer Service regarding problem. After spending approx. $13,000 in airfare and hotel rooms they said they would credit our account for $40.00!!! I am still in negotiations with them. Should they make a VALID effort to compensate for this NIGHTMARE, I will notify all. If you hear nothing BEWARE OF WYNDHAM!!
NASHVILLE, TENNESSEE -- We made reservations 2 weeks in advance and arrived at the check in time at the hotel. We were not told there was to be a wedding in the lobby making the lobby off limits to us. We were not told that trains would be running outside of our room until the wee hours of the morning making sleep impossible. We were not told that the only elevator was more of a service elevator than a customer elevator. ( I have MS and need elevator.) When we tried to complain at the desk the next morning we were told by the front office manager that we were not allowed to complain in front of the 2 other guests at the desk and he would call security.
A few minutes later he was just as loud talking about sports but that was OK. I have never been at a hotel that you could not sleep in and I have never been chased out of a lobby. We were told by same manager that we should have asked to be put on the other side of the hotel - like we should have known that trains ran near our room all night. (In fact, he let us know people ask for our room so they can stay up and watch the trains all night - I didn't know you needed to pay for a room for that!)
And we should have known they were having a wedding. And we should have known that you cannot complain at the front desk. I guess we were just too ignorant to stay at this hotel.
HILTON HEAD ISLAND, SOUTH CAROLINA -- Be very careful renting from Wyndham Vacation Rentals. We rented a 2 bedroom villa in "The Moorings" on Hilton Head Island in Palmetto Dunes. The unit was an absolute dump! Very foul odors throughout including the fridge, and the entire place did not look like it had been updated in 20 years.
MYRTLE BEACH, SOUTH CAROLINA -- Bought at Wyndham and am I trying to get out of it. Not asking for any money just to give back my points and stop paying maintenance fees. They said I cannot do that. They will put a judgment against me and when I die they would make my kids pay it forever. No one told us that. How can they do that legality? Can anyone please help us. We are seniors and can no longer afford this.
HARRISBURG, PENNSYLVANIA -- My family and I have stayed at the Wyndham Hotel at 4650 Lindle Road in Harrisburg, PA for several days every summer while visiting nearby Hershey Park. We have been guests since it was a Marriott hotel before Wyndham even acquired it. We have also recommended this hotel over the years to several families that we vacation with.
However, after our visit this summer, we will never stay at a Wyndham Hotel again. My husband made our reservations about a month in advance. When he called, the reservations agent asked if we had any discount cards. My husband explained that we had both the AAA card and Entertainment card. The agent explained that either card had the same rate. We were then given a rate of $112.00 per night. However, when we arrived and started to check in, we were asked to show our Entertainment card.
My husband showed the clerk our AAA card, and explained to her that, first of all, we didn't bring our Entertainment card because we were never asked to do so (and in past years, we were never asked to show the card upon check in); he also explained that we were told that the same rate would apply to either Entertainment or AAA. The clerk told us that it was booked under Entertainment, and that if we didn't show her that card, we would not be getting any discount, and our room would be $149.00 per night.
My husband calmly told the clerk that if Wyndham didn't want our business, he would be happy to go to any of the many surrounding hotels in the area and that they would be happy to accommodate us. The clerk said nothing, and my husband walked out the door. I pleaded with the clerk, telling her that we just spent 4 hours in a car with kids and we were tired and just wanted to settle in, but she just said "it will be $149 a night." I asked to speak to the manager, but she just told me that it was out of the manager's hands.
So, because of a clerk with a bad attitude, Wyndham will be losing at least $1,000 a year of my family's business alone, as well as all of the people I have told this story to. DON'T STAY AT WYNDHAM HOTELS!!!