We came to the hotel on December 24th. We had to arrive on December 23rd, but our daughter had a severe stomach virus with a fever, so we needed to postpone the trip. I called the hotel on December 24th to check my options and informed the hotel that we would arrive one day later. |Exhausted the next day, Christmas Eve, we arrived at the hotel around 5PM. First, the receptionist informed us that our rooms (I booked two connecting rooms by calling the hotel and then had a written email confirmation that the rooms were going to be connected) would not be connected. He said they were booked (by the hotel representative) in different categories, and thus can’t be connected. I explained that I had two confirmations that the rooms were connected indeed. He took time to check it. And then…He informed me that actually my both room reservations were canceled because we didn’t arrive on time and didn’t inform the hotel about it. And I actually did. |Then he said he had no other options for us. Imagine us, exhausted after the long trip with two 3 hungry kids, being informed that there are no rooms for us in the hotel. The receptionist Reinaldo just gave us dry facts, without any empathy. I asked the manager to come. And here, another shock happened. I was expecting the manager to come, apologize, and try to resolve the problem in any possible way. No. The manager Eunice Santos came to explain the abovementioned facts without any empathy, without compassion, without any smile, without reassuring us that everything would be fine anyhow. Even after I explained to her again that I did call the hotel, she kept saying: “The reservations were canceled because you didn’t inform us.” And mainly, no apologies at all. Not a single one. Zero understanding. All understanding that she had was: “I understand, but I can’t do anything about it (connecting rooms with the ocean view as we booked it). - all with no smile, no kindness. After I said: “ I can’t imagine it happens in a hotel, where the service should be top-notch, and the approach should be “What can I do for you.” I don’t feel welcomed,” she said - with a grin!-: “I am sorry you don’t feel welcome.” Didn’t offer us water or snacks or something else so we felt at a resort that had a problem, but was trying to resolve it. Nothing, I asked her for water and she did bring it to us. But - just because I asked. A smile? No. |It took us about 1,5 hours of standing in front of the reception to get a garden view connecting rooms. We came to our room around. 6:30PM. She ruined the Christmas Eve atmosphere; she ruined the evening, I was very stressed out and just cried in the room out of that terrible experience. |I had never had such an awful experience in a hotel before this happened, and we travel a lot. I suppose that the Wyndham hotels have training for their employees. Is that what they teach them? The manager is the face of the hotel, and that manager wasn’t nice and welcoming. At that point, we said we won’t ever come to Wyndham again. |The rest of the stay was very nice and pleasant. The waiters in the restaurants and at the pool were kind and nice. We were just happy that not everyone in that hotel was like her. The opposite, it was just her being rude - the manager at the guest reception.