Club Wyndham Austin — Hotel in Austin

Urgent Complaint: Misleading and Unacceptable Club Wyndham Tour Experience in Austin, TX

Dear Wyndham Customer Relations Team,

I am writing to formally express my deep disappointment and frustration with the Club Wyndham tour experience my wife and I had this morning (July 29, 2025 @ 945am) in Austin, TX,

Outstanding Initial Engagement At the car show, we had a fantastic interaction with Chloe, a new Worldmark rep who approached us with professionalism and authenticity. She connected with us on a personal level and made us feel genuinely excited about travel. I paid the $75 refundable fee in good faith, trusting that the experience would meet the standard your company advertises. Complete Breakdown of Service and Trust Now, here is where things became absolutely unacceptable:

We scheduled the tour for Tuesday. We planned our week around it. We picked out our vacation spots, packed our baby bag, woke up early, and drove all the way from Killeen to downtown Austin with our infant. We arrived on time at 9:45 AM, only to be ignored and left waiting as everyone else were picked up for their tours ...we waited until 10:30 AM with no updates or communication.

Once we were finally seen, it was the blonde woman at the 6th-floor check-in desk who casually dropped in just to say said, "Um, no one can accommodate or see you today, so have a good day..." EXCUSE ME????? She was refusing to address my additional questions about what's happening or how this could happen. She'd get a Supervisor named Shelly who really wasn't any help and can't do anything... and then Shelly would call Curtis (The worst of my problems). Then we'd wait longer until he FINALLY SHOWS UP AT about 1050. Later on before leaving this same rude blonde from the 6th floor would give me major push back on my questions about the low amount gift card they forgot to include and began treating me with unwarranted disrespect similar to what would come from Curtis. Her attitude escalated saying they've already given me enough gifts and I need to be satisfied and she grew defensive and dismissive the more I pressed for clarification of if she was the decision maker. (By her tone I was confused). Instead of offering service, she responded with hostility and contempt and would snatch the ipad away from me and not allow me to sign for all my gifts.

Earlier when Curtis acted like my frustrations were an inconvenience and not the direct result of his team's failures. Instead of working with me for an explanation, HE WALKED AWAY!!! TURNED HIS BACK ON ME AND LEFT!!! HE LEFT ME WAITING ON A RESPONSE FROM HIM!!! He walked away mid-conversation and blamed the entire issue on Chloe for being NEW! — who, to be clear, was the only person who did her job with integrity.

As Curtis was dodging accountability, Tyler stepped in and calmed the situation down by actually treating us like people. We were thankful for his professionalism. Unfortunately, the calm didn’t last.

The same blonde rep, who had been rude from the beginning, proceeded to lie to Shelly, claiming I snatched an envelope of gifts — a blatant falsehood. And what's crazy... Shelly said, "From my perspective you didn't have very good manners." What? Shelly wasn't even there. She'd go on to say, "I believe her," and once again, instead of asking for clarity, both of them treated me like a threat or a problem, not a paying guest ettttummmm (OWNERS).

A Family Let Down This entire experience was embarrassing, disrespectful, and deeply disappointing. My wife left upset, my infant was crying, and I was absolutely furious. We have had years of good experiences with Wyndham (15-20). This was the worst interaction we’ve ever had when we were coming with the intent to buy!

You failed at today! My wife and I lost! My family and I lost. We lost money. We lost time. We lost faith.

We trusted Wyndham. We were ready to join again. Instead, we were mistreated, misled, and let down. I hope someone from your leadership team will take this matter seriously and respond with the level of integrity your brand claims to...

My wife and I spent five days at Club Wyndham Austin. The accommodations themselves were excellent—our suite felt new or newly renovated, with high ceilings, modern furnishings, a separate bedroom, floor-to-ceiling windows, a full kitchen, and even a washer and dryer. Parking was hassle-free with the attached garage, and the location was ideal, close to restaurants, attractions, and amenities. Staff interactions were generally pleasant, and the property offered daily hospitality events.

Unfortunately, several issues put a damper on the stay.

Technology problems: The TVs weren’t equipped with built-in smart apps and relied instead on Chromecast, which didn’t work at all. When I tried to connect my phone, nothing happened. After texting the property, maintenance spent about an hour in and out of the room troubleshooting. The first discovery was that neither TV even had a Chromecast device attached. He had to retrieve two devices, install and program them, and even increase the room’s Wi-Fi speed. Despite all that, Chromecast still wouldn’t work with my phone. In the meantime, my wife had to awkwardly maneuver around him in lingerie while trying to get to the bathroom—a situation no guest should have to deal with. Fortunately, I had brought my Roku stick from home, which the technician was able to get working, but the setup should have been functional to begin with.

Vacation ownership sales tactics: After check-in, we were directed to the concierge desk, where Genesis focused less on welcoming us and more on pressuring us into attending a Wyndham sales presentation. The incentive offered was a 3-day/2-night stay and $150 in Terry Black’s BBQ gift cards, split into six $25 cards—one of which wasn’t even activated.

The presentation itself was another low point. We were told it would last 90 minutes, but after 122 minutes of relentless pitching, I finally had to end it myself. What should have been an informational session turned into an exhausting sales push that wasted valuable vacation time.

To make matters worse, the inactive gift card issue was never resolved. I texted the property, spoke with staff at the concierge desk, and even returned to Genesis so she could photograph the card number and PIN. She promised operations would handle it, but I never heard from her again.

Lost and found experience: My wife misplaced her Apple Watch during the stay, and the Find My app showed its last location at the hotel. After thoroughly searching our room and car, I texted the property to ask about a lost and found. I communicated with Deja, Guest Services Supervisor, for several minutes that evening (the last text coming at 9:47 p.m.) and even sent her a photo of the watch. I assumed someone would follow up the next morning, but by 8:17 a.m. I still hadn’t heard back, so I texted guest services again. This time, Derry responded and said they would check with security. However, after hearing nothing further, I sent another text at 9:46 a.m. and never received a reply. I understand shift changes can create gaps in handoffs, but this situation highlighted a clear breakdown in communication. We stopped by the guest services desk before heading home, yet still received no resolution or update.

Basic guest needs: When my wife came down with a cold, I went to the front desk to buy medicine—only to find they don’t stock any. For a property of this caliber, not having basic over-the-counter medicines available for purchase is another example of how guest needs aren’t fully considered.

The accommodations at Club Wyndham Austin deserve high marks, but the frustrating technology issues, aggressive and mismanaged sales tactics, unresolved incentive problem, lack of communication around a lost item, and even the absence of simple guest necessities left a lasting negative impression. What could have been an excellent stay was undermined by Wyndham’s service gaps and poor handling of...

My wife and I spent five days at Club Wyndham Austin. The accommodations themselves were excellent—our suite felt new or newly renovated, with high ceilings, modern furnishings, a separate bedroom, floor-to-ceiling windows, a full kitchen, and even a washer and dryer. Parking was hassle-free with the attached garage, and the location was ideal, close to restaurants, attractions, and amenities. Staff interactions were generally pleasant, and the property offered daily hospitality events.||Unfortunately, several issues put a damper on the stay.||Technology problems: The TVs weren’t equipped with built-in smart apps and relied instead on Chromecast, which didn’t work at all. When I tried to connect my phone, nothing happened. After texting the property, maintenance spent about an hour in and out of the room troubleshooting. The first discovery was that neither TV even had a Chromecast device attached. He had to retrieve two devices, install and program them, and even increase the room’s Wi-Fi speed. Despite all that, Chromecast still wouldn’t work with my phone. In the meantime, my wife had to awkwardly maneuver around him in lingerie while trying to get to the bathroom—a situation no guest should have to deal with. Fortunately, I had brought my Roku stick from home, which the technician was able to get working, but the setup should have been functional to begin with.||Vacation ownership sales tactics: After check-in, we were directed to the concierge desk, where Genesis focused less on welcoming us and more on pressuring us into attending a Wyndham sales presentation. The incentive offered was a 3-day/2-night stay and $150 in Terry Black’s BBQ gift cards, split into six $25 cards—one of which wasn’t even activated.||The presentation itself was another low point. We were told it would last 90 minutes, but after 122 minutes of relentless pitching, I finally had to end it myself. What should have been an informational session turned into an exhausting sales push that wasted valuable vacation time.||To make matters worse, the inactive gift card issue was never resolved. I texted the property, spoke with staff at the concierge desk, and even returned to Genesis so she could photograph the card number and PIN. She promised operations would handle it, but I never heard from her again.||Lost and found experience: My wife misplaced her Apple Watch during the stay, and the Find My app showed its last location at the hotel. After thoroughly searching our room and car, I texted the property to ask about a lost and found. I communicated with Deja, Guest Services Supervisor, for several minutes that evening (the last text coming at 9:47 p.m.) and even sent her a photo of the watch. I assumed someone would follow up the next morning, but by 8:17 a.m. I still hadn’t heard back, so I texted guest services again. This time, Derry responded and said they would check with security. However, after hearing nothing further, I sent another text at 9:46 a.m. and never received a reply. I understand shift changes can create gaps in handoffs, but this situation highlighted a clear breakdown in communication. We stopped by the guest services desk before heading home, yet still received no resolution or update.||Basic guest needs: When my wife came down with a cold, I went to the front desk to buy medicine—only to find they don’t stock any. For a property of this caliber, not having basic over-the-counter medicines available for purchase is another example of how guest needs aren’t fully considered.||The accommodations at Club Wyndham Austin deserve high marks, but the frustrating technology issues, aggressive and mismanaged sales tactics, unresolved incentive problem, lack of communication around a lost item, and even the absence of simple guest necessities left a lasting negative impression. What could have been an excellent stay was undermined by Wyndham’s service gaps and poor handling of...