By special request, I booked the jaquzzi suite at this property at full, rack rate and was told no discounts ever were applied to this rooms as they 'could sell it' at full price. Booked for a two night stay on a weekend, we left the hotel on Saturday morning around 945am and were greeted by a housekeeping member in the hallway as we left. The housekeeper had attempted to enter our room a few minutes earlier for service but again, spoke to us as we left in the hallway. Were gone all day until around 630pm. Surprised to find upon our return that NO SERVICE had been done in our FULL PRICE suite. In a room a full 50% higher priced than the rest of the hotel, no bed was made, no clean towels, no cleaning of the bat, shower, sink, wet bar area, emptying of trash cans or ANY VISIBLE Service was done. Reported this to the front desk and requested clean towels. No offer to service the room was made. It was suggested I let the on duty manager know I checked out. Hotel staff was friendly upon check in and one of the two staff members at check in was present at check out. When stating my complaint, I was offered a 20% discount. Since I stay at hotels as many as 300 nights per year, I asked the employee if there could be a better offer made if management was called. She said she would see and let me know. She did call within a couple of hours after we checked out with an additional offer of a chain restaurant gift card. The card did not come after a week. Returning to the area, I called the hotel and offered them the opportunity to offer a discount for the weekend. I also apprised the manager, Angel, that the gift card that was promised was never received. She stated she was aware of the problem we had but she had been on vacation the following week after my original stay. She said that she was aware that the card had not been sent. She also said she would call after she checked about the possibility of a rate reduction for a possible 2nd stay. I also stated that I suspected that I would be in the area often as asked for a preferred rate for the possibility of extended business for her hotel. She called and said the full rate would apply as they could 'always sell the room'. She stated the gift card was en route. Now, over three weeks later, no gift card was ever received. Additional issues with the hotel included a very limited and poorly presented breakfast. Coffee containers were empty both mornings and evenings. Most breakfast options were not replaced after initial servings were gone. As mentioned by others, the hotel is difficult to get to, is in an industrial area with no other dining options for any meal close by. Bottom line, this hotel is apparently anti business, satisfied with one time stays, feels no need to listen to customer's input or concerns. Angel made no additional apologies and her promise to send the gift card that was originally promised was evidently just another failure at rectifying a failure to deliver on what is an expected service (daily housekeeping for the hotel's MOST EXPENSIVE room at FULL price) and exhibits a pattern of not following through on original and subsequent service related issues.
Expect no room cleaning service during your stay. Expect poor breakfast selection. Expect premium pr...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I am terribly sorry for the issues that you experienced while staying with us. I will look into them and make sure that they are taken care of, as they are not typical of a stay at our Wingate by Wyndham hotel. The comments you have made will be addressed, and I do hope you will give us the opportunity to show you that they have been on a future visit.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.