ComplaintsforWingate by Wyndham Hotel BWI

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I checked my mother in on 4/2/24 at 9:04 pm at 9:15pm my mother called the front desk because the room was filthy. It had not been cleaned and she was informed that housekeeping would be there at 8am in the morning and they would clean the room. The next morning she mentioned at 7 am to the front desk of her previous call. They informed her they would have the room cleaned immediately. The room had bed bugs and after 2pm and 2 additional calls later she could not continue to stay in a room with this condition with my three younger siblings. My mom has breathing issues and the condition of the nastiness in this room was unacceptable. The hotel did nothing to assist but tell us to contact ********* in which we did. The hotel would not answer the phone on several attempts to rectify this. I have requested a full refunds because we asked the gentleman at the front desk to check us out. He printed a receipt of charges for the first day, but then he lied to ********* stating my stay was a full 3 days. I want my money back in full and something done about this situation. My money was pretty much stolen and I do not appreciate it.

  Customer response

  04/11/2024

  The employee at the time printed this off for us as you can see at the bottom of the picture and he proceeded to tell us that in order for us to cancel our reservation and get a refund was to contact ********* which we did. ********* then proceeded to call the hotel continuously and the hotel did not pick up. We escalated the issue with ********* and once they got in touch with the hotel, the hotel lied stating we stayed the entirety of our stay from 4/3-4/6/ when we were only there overnight. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 05Aug2023 at 6:37PM I made reservation for a 1 nt stay at Wingate near BWI. At 6:51PM on same day I called the hotel as I could not make it to hotel. Thinking I had made reservation directly with them. I was told i made reservation with 3rd party and was nonrefundable however since it was very quick they would cancel on their end from the system. When i received my bill i contacted the hotel to ask about the cancelation. The manager would not come on phone. When he finally did I was told i never called the hotel. I said I have cell phone record showing the number and the time spent on the phone. Then he proceeded to inform me that the person I spoke to on that day doesn't exist. Took my number to investigate and call me back. Never called back. Reading multiple reviews now regarding that hotel and seems many complaints are regarding the staff being very rude and many complaints about bookings and not being able to get money back. I paid $180.97. I never stayed at the hotel even if I showed up that day my reservation would have been not there as the employee at the hotel had already canceled my room. The credit card disputed however no resolution as the 3rd party requested an email from the hotel which the manager refuses to send. The email needs to go to [email protected] stating they canceled my room. Even if I cannot get my money back I would like this business to be investigated. None of the employees knew the managers name (or so they claimed) the manager would not give me the district managers name. Thank you in advance for your help ******* *****

  Customer response

  09/20/2023

  Providing the receipt of payment

  Business response

  09/29/2023

  She booked via 3rd party with non cancelable reservation means guest already paid which were cheaper one as compared to cancelable reservations. Policy clearly says the guest cannot do the cancel, modification even they are not shows up still we have to charge and The front desk who answered the phone is no longer here. 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I booked a double queen bed for my family and was given 1 king bed only which could not accommodate our family size and I showed my confirmation as proof.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Date of incident April 27, 2022 - I parked my car at the hotel on April 24 and paid $30 for extended parking. When I returned on April 27, I found my car had been vandalized and broken into. I was told by another guest that their car along with 2 others (total of 4) cars had been broken into as well. The hotel guest said that she saw my car on Tuesday morning like that. No one from the hotel contacted me about this when they had my contact information and were aware of the incident. The hotel assured me before I parked that the lot was monitored and that it was safe to park. The hotel offered nothing for the inconvenience and when I asked for a manager I was old that he was busy driving the shuttle bus. I would like my one night hotel stay of $93 and $30 parking reimbursed and reimbursed for the total cost of damages to my vehicle of $500.

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