Public Mediation

My Claim vs. Wyndham Garden Hotel Dispute

R. L. vs. Wyndham Garden Hotel
1110 Baltimore Pike, Glen Mills, Pennsylvania, 19342-1060, United States
Amount Involved: $931.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Wyndham Garden Hotel
    • Claimant Seeks: View.
    • Claim #: 1873880
    • Amount Involved: 931.00
    • Filed On: Apr 05, 2014
    • Posted On: Apr 16, 2014
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"I stayed at the Wyndham Garden Hotel in Glen Mills, PA for two nights. I was there attending a conference there on a Friday and Saturday.

While there, the hotel catered to 4 weddings each night. When those guests returned from the receptions (between the hours of 11pm and midnight), they carried on loudly, ran naked through the halls, and harassed their neighboring guests by telephoning them between the hours of 2:30 am and 4:30 am in retribution for making complaints with the front desk. The hotel ignored our pleas to step in and stop the nonsense or call the police but they did neither. They also ignored the obvious smell of marijuana coming from these guest rooms.

When I (and every other person in our entourage) complained to the front desk we were told, "you have to understand that we are hosting guests from 4 different weddings this weekend". No, I don't have to understand that!

To add insult to injury, the walls the hotel are so thin that you can hear the person's conversation in the room next to you when they are speaking in a normal tone, so you can imagine the other personal and intimate things you hear - even though you don't want to. There was not one working ice machine in the hotel and their "made-to-order breakfast" was a toaster, waffle maker, and packaged oatmeal. They did have an omelet station; however, they didn't use real eggs and the cook filled the pan with so much butter that there was a huge layer of grease in the dish along with the omelet.

To say the least, it was near impossible to concentrate or get anything out of a very expensive conference that I paid for on either of the days so I requested a refund of my two-night stay. I was told the general manager was not in and would not be in until Monday. I left my contact information along with a hand-written note to him asking him to telephone me to discuss the stay. That was a week ago and I still haven't heard from him.

I want my money back along with the cost of the seminar that I could not stay awake to attend!"
...
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What Claimant Wants Hide
1. Recovery of Losses: Conference Fee Apr 20, 2014 $298.00
2. Recovery of Losses: Airfare to attend Conference Apr 20, 2014 $403.00
3. Refund: Two night stay @ $109/night + tax Apr 20, 2014 $230.00
4. Other – Pay for claim posting cost Apr 20, 2014 $7.99
Cash total : $938.99
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "A guest relations case was opened with our corporate office, below are the comments regarding this case:
    Case Notes : Case # 3223226

    - 03/31/2014 [ (Site 00155) BERETJOH (BERETJOH) ]
    @6:35:21 AM : Guest called the front desk on Saturday March 29, 2014 and said she needed to speak with a manager, when my agent asked if there was anything she could assist with the guests response was "No Honey it is above your pay grade" I called her immediately after my guest service agent informed me of the issues. To which time she asked me to call her back in 5 minutes; which I did. This guest had a laundry list of complaints, 3 of which were maintenance issues (her in room refrigerator did not work, the ice machine on her floor did not work and her mattress was uncomfortable) I explained that the mattresses are brand new, and I would send an engineer up to the room to take care of the fridge issue as well as look at the mattress. She refused and stated, no you can fix this when I leave. She then complained about breakfast, noise (being we were sold out with social groups) and breakfast. I apologized profusely for the inconvenience and made a 50% adjustment 2 one night of her 2 night stay. On the morning of her departure she responded with a note stating that "It is an exorbitant amount to pay for no sleep for 2 nights and she would be in touch with corporate today because she is a retired Wyndham employee and will be rattling everyone’s cages" I tried my best to apologize for this situation, furthermore i tried to have the maintenance issues dealt with right away however the guest refused. I also had my engineer inspect the ice machines which are in working order, and I am having him conduct a thorough inspection of the guest room to determine if there are any issues with the refrigerator of the mattress. The comments regarding breakfast may have been regards to it being very busy however I was unable to determine this during the conversation we had on Saturday afternoon. Total amount adjusted off the bill was $59.51
    - 04/06/2014 [ Customer Care ]
    @2:40:48 PM : Rose Mary sent an email on 04/05/14: This stay was a two-night in hell! The hotel caters to many weddings per weekend and allowed the drunken guests to roam naked in the hallways at night, yell, scream, and call the rooms of guests that were complaining to annoy them. To add insult to injury the hotel had not one working ice machine, the breakfast was horrible and the manager could care less when I asked to have my two-night stay refunded. I was there for a conference.
    Guest was here for a photography social event at Longwood Gardens. And while the hotel was sold out this weekend we had a number of guests from her group rave about the property, the staff and said they would be back next year if the event was here again. I did speak with this guest directly immediately after she complained and insulted my front desk staff. She stated that her bed was broken and so was her refrigerator, she also complained about the noise, breakfast and the ice machines. I offered to have an engineer come to her room and change out the mattress and refrigerator (She refused) She then stated "she was a retired employee for Wyndham Corporate and stated she was contacting Wyndham Corporate and would be rattling cages there" I had my engineer inspect the ice machines and while the 5th floor machine was out of ice the 4th and 3rd floor machines were working correctly. I had already issued a 25% adjustment off her entire stay as well as a sincere apology. After the threats about contacting corporate I thought it best to open my own case. All incidents were reported on Friday night yet guest still chose to stay Saturday and then berate us on review sites, and guest relations in hopes of getting a free 2 night stay. We feel that the adjustment issued as well as the sincere apology were more than enough compensation. "

This claim will remain posted until resolved.

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