Ramada Suites by Wyndham Queenstown Remarkables Park — Hotel in South Island

I travel for work - stayed in a hotel 150 days last year. I was on an engagement where I stayed at a Wyndham consistently for 8 months (Mon-Thurs) 80 nites total, so I had points earned from being loyal to the Wyndham brand and I am currently a Diamond Member. So when making my hotel accommodation, I was pleasantly surprised to see that the Ramada Wyndham was an available hotel in Queenstown where I could use my loyalty points to make a reservation for 4 nights.

When I went to check in for the hotel, I requested a room with 2 beds as I was vacationing with my brother, both of us are 6’4”. Going from 1 bed to 2 beds has never been an issue at any other hotel. The hotel manager said no rooms were available except an upgraded 2 room suite. I asked him if we could have the upgraded suite, and this is a direct quote “suite upgrades are given, but only to customers paying for their stay, and because my stay was “Free” he did not want to have to explain that he gave a suite to a customer not paying to his manager in the morning”.

I politely asked him to reconsider as a sign of goodwill and based on the fact that I earned these points by being loyal to Wyndham and from staying 80 nights in a Wyndham hotel. At this point he called the hotel manager to find out if they could accommodate the move. While on the phone, he reiterated multiple times and influenced the manager by stating my stay was free, after getting off the phone - the front desk manager said answer was still no, and only options were to pay $100 - $60 to upgrade to larger room where we could then pay $40 to rent a roll away or pay $400 to upgrade to the 2 Room Suite. Mind you - $100 was nearly the rate to rent a whole second room and going rate for a 2 bedroom suite was $240.

After declining to pay for an “upgrade” to a room larger enough to fit a roll away I accepted the key for the double bed. While I was parking the car - my brother went back to the front desk to ask for a second key so he could start taking our luggage up to the room. At this point he overheard the front desk clerk making fun of me and telling other customers checking in that I had demanded an upgrade and refused to pay for a room with 2 beds.

Based on the competitive nature of hotel business and for admittedly treating loyal customers using award points for their reservation differently, my opinion on Wyndham hotels has changed. I will take my business else where and will not stay in a...

I am writing to express my extreme disappointment and profound distress regarding a severe security incident that occurred during our stay at your hotel on August 23, 2025. This matter remains unresolved despite my attempts to communicate with your staff, and the lack of follow-up from your end is both unacceptable and unprofessional.||On the evening of August 23, 2025, at approximately 9:00 PM, my husband and I were in our room when we suddenly heard the door being accessed. To our shock, a tall, man successfully used a key card to enter our room without any prior notice or consent. At the time, I was fully clothed, but my husband was only in his underwear, preparing to shower. The intruder—who claimed to be a guest himself—explained that the front desk had provided him with a key card to our room, which he even showed us as proof. He then left to confront the front desk, but unfortunately, no staff were available at that hour.||This incident left us feeling extremely vulnerable and unsafe for the entire night. We were unable to sleep, plagued by anxiety that someone else might enter our room at any moment. The thought of what could have happened had I been in a state of undress is deeply unsettling.||The following morning, I reported the incident to the front desk and emphasized that, as frequent travelers who have stayed at your chain’s hotels worldwide, we had never encountered such a reckless breach of security. I expressed my anger and frustration clearly, yet the staff merely apologized and proceeded to process my payment as if nothing had happened. I requested a formal explanation and provided my contact information and email address for follow-up. However, it has been nearly a month since the incident, and I have received no communication whatsoever from your team.||This is not only a gross failure of your duty to ensure guest safety but also a blatant disregard for customer dignity and peace of mind. As a global hotel chain, your brand promises certain standards of service and security, yet you have failed spectacularly on both fronts. The fact that such a incident could occur—and that it has been ignored thereafter—is appalling and reflects poorly on your organization’s values and...

I am writing to express my extreme disappointment and profound distress regarding a severe security incident that occurred during our stay at your hotel on August 23, 2025. This matter remains unresolved despite my attempts to communicate with your staff, and the lack of follow-up from your end is both unacceptable and unprofessional.

On the evening of August 23, 2025, at approximately 9:00 PM, my husband and I were in our room when we suddenly heard the door being accessed. To our shock, a tallman successfully used a key card to enter our room without any prior notice or consent. At the time, I was fully clothed, but my husband was only in his underwear, preparing to shower. The intruder—who claimed to be a guest himself—explained that the front desk had provided him with a key card to our room, which he even showed us as proof. He then left to confront the front desk, but unfortunately, no staff were available at that hour.

This incident left us feeling extremely vulnerable and unsafe for the entire night. We were unable to sleep, plagued by anxiety that someone else might enter our room at any moment. The thought of what could have happened had I been in a state of undress is deeply unsettling.

The following morning, I reported the incident to the front desk and emphasized that, as frequent travelers who have stayed at your chain’s hotels worldwide, we had never encountered such a reckless breach of security. I expressed my anger and frustration clearly, yet the staff merely apologized and proceeded to process my payment as if nothing had happened. I requested a formal explanation and provided my contact information and email address for follow-up. However, it has been nearly a month since the incident, and I have received no communication whatsoever from your team.

This is not only a gross failure of your duty to ensure guest safety but also a blatant disregard for customer dignity and peace of mind. As a global hotel chain, your brand promises certain standards of service and security, yet you have failed spectacularly on both fronts. The fact that such an incident could occur—and that it has been ignored thereafter—is appalling and reflects poorly on your organization’s values and...