I booked a room today, Thursday, (for the upcoming weekend). I booked online on the Wyndham Website, put my credit card in and have a confirmation email. Now I booked a room with 2 beds, which is important to the rest of the story. Several hours later the property called and said they have no rooms with 2 beds available and would be cancelling my reservation. They offered nothing in return for the inconvenience including not offering to help with finding another hotel. They didn't offer a King with a roller bed or pullout couch. They didn't offer to help with finding another property nearby, even after I asked. When I asked if they were willing to help us in any way, the person who called said, ”I did my job. You will have to call Wyndham Customer Service.” I did. And it doesn't get any better. Wyndham Customer Service first had an issue figuring out the date of the reservation even though they pulled it up with the confirmation number. Their response to our reservation being cancelled by the property was to tell me that they would let the property manager or owner know. They already know. They are the ones who cancelled the reservation. Wyndham Customer Service said that I should hear from that property within the next week. Not clear how that helps with anything. They explained that each property is independently owned. They offered no help. Wyndham Customer Service told me I need to call reservations to find a new property. They didn't even offer to transfer me. When I asked why they have a central Customer Service phone number if they cannot help, they explained again that each property is individually owned and that they have a process they must follow. Wyndham's website has a big banner ”BOOK WITH CONFIDENCE” across the home screen. They did not instill any confidence with this experience. Wyndham needs a better process. The property cancelled my reservation without offering any help or compensation at all. Wyndham Customer Service offered no help or compensation at all. Not even 500 points or a drink coupon. Nothing. And to top it off Wyndham Customer Service hung up on me at the end when I said that their process is just that, their process. Their properties being owned independently is also their process. I'm not sure how I'm responsible for either of those things. If you are operating under a unified brand, you need to set and have some standards to keep that brand alive, not hide behind the processes you created to explain to customers why you cannot help them. Why would I ever book with this hotel or with any Wyndham property again?
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