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Wingate by Wyndham Latrobe
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Reviewed June 18, 2007

Every customer service contact we had with this hotel was rude, patronizing, and left much to be desired. It seemed like the staff on duty had a "I don't care about you -- you're bothering me" attitude. Since i live in NYC, it says a lot when I say these hotel staff members were some of the rudest people I've ever had to deal with.

A friend and I were staying at this hotel for a wedding in the beginning of June -- prime wedding season. There were a few other weddings in the area, based on the other people decked out in wedding attire. That said, the Wingate did a less-than-stellar job at accommodating customers waiting to check in. It staffed one person at a time the entire weekend, even though the hotel was quite busy.

The wedding I was attending started in the early afternoon. The agent at booking said we needed to call the morning of our arrival to see if we could check in early. We called at 9 a.m. and were curtly told that 11 other people were in front of us for this service, so most likely, we would not be checking in early. When we asked if we could at least check out luggage in, the reply was, "Well, don't you have a car?" We did, but preferred makeup bags and other items to not be sitting out in the 90 degree heat. When we said we'd prefer to check them, "Well, we don't have any sort of service like that" in the same curt tone. Later, we called because we were unsure of the directions to get to the hotel. "Well, what direction are you coming from?" "New York--east." "(sigh) Then you take the --- and follow this, and then you can't miss it. This was on our website." (How handy, since we were in the car at this point, and no, it wasn't clear on the website.)

Upon arrival, we had 45 minutes to change and get to the ceremony. We again checked to see if a room was available, but also to pick up a welcome bag the groom said to expect. We asked for it, and without even checking which of the three weddings we belonged to, were told by the same rude woman, "You don't get those until check-in" like we were little children asking for extra dessert.

After the ceremony, it was going to be a tight time frame to check in and make it to the reception, but we wanted to drop our bags off and freshen up. We walked into the reception desk. The lone receptionist (a different rude one than before) on this busy weekend was helping another couple from our wedding group. After she was done with them, she took a phone call though there were three more parties waiting in line, and proceeded to spend 20 minutes with the person on the phone. In my personal customer service experience (and training), you always take the live person in front of you before helping someone on the phone or Web. After 20 minutes, she said that there were still no rooms available. By this time, it was 4:30, more than 90 minutes after the official check-in time began at 3 p.m. We balked. My friend, who had booked to room, said, it was not acceptable, and, "If I might say, this is the worst customer service I've had in a while." The receptionist's reply, "Well, you just did say that, didn't you." I'm surprised the woman didn't stick out her tongue too.

After 10 minutes of phone calls between the front desk and housekeeping, a room was tracked down and we wearily made our way to the room.

The next morning, we left before the checkout time posted, and the maid stopped us in the hall to ask us which room we had vacated -- not very professional.

Overall, I would choose to keep driving rather than experience more "customer service" from this hotel. The reception desk staff were so unnecessarily rude without provocation (thoughout, my friend and I never raised our voices) and lacked basic courtesy.

  • Stayed: June 2007, traveled with friends
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
2  Thank eac349
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
215
Reviewed March 26, 2006

We stayed at the Wingate Inn to attend a funeral, so all we really needed from a hotel was a good night sleep. The room was very clean, the breakfast was great, but the hotel walls are very thin. We tried to go to sleep, after being at the funeral home all day and I could hear the people next to us on the phone at 10:30 at night. Then at about 11pm they were playing with the radio, I thought our radio had gone on that is how clear I could hear it. So finally getting to sleep at about 11:30 pm, we need to wake up at 6am, but were woken up at 4:30 since that is when out neighbor was getting up. Their alarm woke us up before they even got up, then we could hear them up and about. You can also hear alot of traffic on the main route that time of morning. I felt that we overpaid for a terrible nights sleep. I expected the hotel to be more sound proof since it is not that old.

  • Stayed: March 2006
    • Value
    • Rooms
    • Cleanliness
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6  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 17, 2004

My family recently stayed at the Wingate in Latrobe while visiting Idlewild Park in nearby Ligonier. It was only approximately 10-15 minutes away from the park. The room was as you'd expect, very neat, clean and had all the amenities you would expect. I thought the front desk personnel were very friendly both in the evening and the morning. We really enjoyed the "continental" breakfast that was included in the price of the hotel. It had quite a bit more than most continental breakfasts at hotels we've frequented. On a seperate note, Wingate Inns has a guarantee on their website regarding a price guarantee. If you find a lower price anywhere on the web, you can file a claim within 24 hours of booking your room with Wingate and you will get the room for free. If you decide to try to do this, make sure that you print out a copy of the page of the website that has the lower price. I found a website that had a lower price, filed my claim and poof, low and behold, the next morning when I received an email back from Wingate, the price at the other site had increased. I went back and forth with at least 4 different people at Wingate to no avail. I booked with Wingate for $85.00 and another site had it at $65. The next morning, the other site was $85.10 and Wingate was telling me no way. What a coincidence. I was disappointed in that aspect of Wingate Inns, but the hotel itself was a very nice property.

6  Thank ClevelandBeth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 20, 2011
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  • Stayed: June 2011, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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