Wingate by Wyndham Chantilly / Dulles Airport — Hotel in Chantilly

When we tried to lock the door, the locks wouldn't work. After noticing this, we went to the front desk to ask for assistance in fixing the locks or if we could receive a room change. They told us they'd send up maintenance. When maintenance came, he spent about 25 mins trying to fix the locks, but was ultimately unable to do so.

The front desk receptionist said all of the hotel's rooms were sold out and that they were unable to switch our rooms for the night. A while after, a large bald man knocked on our door and asked to look at the locks.

He fiddled with the door and managed to strong-arm the switch lock. However, he said that the deadbolt lock will have to wait to be fixed until morning. I told him that we still didn't feel safe because the switch lock looked shoddy at best and that we've had people walk in on us before in other hotel rooms without proper locks. I told him that the lock looked easy to break, and he just shrugged and rolled his eyes at me, saying 'Come on' (obviously not taking my concerns as a small 5' woman seriously). He began raising his voice when I asked for his name. He asked what I wanted him to do for our situation, and I said that I wanted the locks to the door fixed or to get us a new room at the Wingate or another hotel. He said no to all. When I said that was unacceptable to just say 'no', he walked out and left without any further indication of assistance, leaving me shaking from being talked to in such an aggressive and intimidating manner. At that point, I did not trust that he or anyone else with a master key wouldn't be able to access our room, and I didn't feel safe in that room especially after knowing that we had a confrontation like that. (Also, he did not fix the lock, it remained broken after he left.)

We decided to leave and were able to make a reservation with a different hotel nearby. On our way out, we stopped at the front desk and spoke to the two girls working to ask what the man's role was at the hotel and why he felt comfortable enough to speak to customers in that manner. They informed us that he was the hotel's driver. After hearing this, I then proceeded to inform them about the confrontation that took place in our room, and while I was having this discussion with the girls at the front desk, speak of the devil, the driver over heard from the opened second floor balcony that overlooked the lobby and began yelling down at us, claiming that our accusations were untrue.

I, however didn't back down on my claim, and he then seemed to become frustrated and threatened us by saying 'get out before I throw you out', to which we invited him to call the authorities. The man then, similar to the previous incident in the room, walked away after I said that. (Also, mind you, this was around 9:50PM at night in front of other hotel guests and staff, and he was the one raising his voice at us).

Both of the front desk receptionists, witness to the driver's unprofessional outburst, apologized for his behavior (it was very kind, but it was not their responsibility to apologize for the actions of a grown man).

The next day, the hotel's manager, Paul, reached out to us via phone to make things right. He was able to give us a full refund for our entire stay and invited us to come in to sit down one-on-one with him where he then profusely apologized for the entire experience. One of the receptionists from the night before was also there again the next day and asked if we were alright / feeling ok after everything that had happened, which I thought was very sweet and kind of her.

Paul and the front desk workers managed to empathize with our situation, and were able to turn this entire experience around with their customer service and resolution management.

However, the hotel driver had absolutely no excuse for his outburst(s) directed at us. The driver never made an effort to apologize or make amends with us, and I stand by saying that his behavior was completely unprofessional, unsafe, and...

I'm posting the email I sent to the manager who was unavailable for direct communication. My stay was Sat - Tues AM. I flew in to meet Family for my Dads burial @ Arlington National Cemetary. 7/13/24 - 7/16/24 If you are physically disabled y advice don't stay here.

Dear Mr Tran Wingate Dulles Hotel Manager

I want to make you aware of the major issues I encountered with my room this past weekend.

Firstly, the issues were never completely addressed and this room, 413, still has problems that, in my opinion, created problems for me and will continue to be an issue for anyone else that is a physically disabled person.

My daughter booked the room for us to attend my Dad's funeral at Arlington National Cemetary. She flew in with my granddaughter from NC and I flew in from TN. They stayed in a nearby room, 412.

The issues were reported several times over the weekend.

There were workman working in my room when my daughter checked in, after 2pm. My daughter reported this. She was assured the room issues would be addressed by my arrival time of after 5:30. She was offered to move my handicap room to another floor but we wanted to stay close to accommodate our short visit.

When I arrived after 5:30 my daughter checked me in, took me to room 413 and found the following issues: a. Nothing was plugged in. b. Phone didn't work. c. Alarm didn't work d. Blinds were down but don't operate. e. Toilet doest flush properly, lots of wasted water.

Problems were reported immediately, as well as an issue with room 412 refrigerator not cooling. My daughter needed her fridge / freezer to freeze cooler ice packs and keep infant food cool. The front desk clerk did not show concern but said it was reported.

My daughter went through my room, plugging in everything and noted the phone, alarm and shade were not working.

Then, we went to the pool where we noticed the hot tub wasnt working. My daughter specifically booked our rooms at your hotel for the hot tub / handicap accessible pool amenity.

The wet pool deck is a serious slip hazard. We witnessed several children slipping and falling while walking normally.

Again, not very accommodating for my physical issues accommodated by walking with crutches. But, we managed getting me to the pool safely by my daughter pulling in a long hallway rug onto the pool deck.

After spending the evening at the pool we again reported the issues with my room and my daughter's fridge / freezer.

A non-native speaking maintence man arrived to our rooms but didn't fix anything.

We went to breakfast on Sunday and again reported the room issues. Since my daughters fridge / freezer was inoperable she asked if she could use the kitchen fridge for her cooler ice packs which were melted from the prior days travel. We went out for the day, Sunday.

When we returned we checked on the remaining repair issues again and found they hadn't been addressed.

I stayed in my room, my daughter and granddaughter went to the pool. Normally I would have enjoyed playing in the water with my granddaughter, but, I wasn't comfortable with the slippery pool deck issue and didn't want my daughter to be burdened with the trouble of moving the hall rug.

When she returned from the pool maintence came, gave her a new fridge, and replaced my alarm.

The phone issue in room 413 couldn't be repaired and is still inoperable. The shade is broken and the toilet has to be flushed holding the handle which wastes water.

Your hotel obviously has lots of ongoing maintence issues that need addressing. Renting out handicap rooms that are in repair, or not having them checked thoroughly before guests arrive is, in my opinion, a serious...

I used the Airport transportation at this hotel, reserved it online. When I arrived there was no one at the desk. I waited 5 mins, then I noticed cards to call for transportation. I called the number and the front desk phone started to ring, then I noticed in the corner an old man started getting up from the chair he had pulled into the corner where he was stretched out sleep (It was around 4 am). He came and assisted me, gave me the ride info, although I had to repeat myself over and over (he must have been in a deep sleep) I received the info I needed. And before he could finish with me, I was still standing at the counter when he was walking back to the chair in the corner to snuggle up, and he said I'm going back to sleep. Therefore I had to ask the driver who walked in where the bathroom was. Upon my return to the Airport I called for a pickup. 55 minutes later I'm still waiting. I called back and the desk clerk asked did I already call for a pickup, my answer was yes so he said let me see where the van is. He got back on the phone and said it will pull up in 5 mins, it was more like 12. The Lady driver gets out, well first she stopped at the stop ahead of where they said they would pickup. Stayed in the Van looking down at her phone. I waved, trying to get her attention, to no avail so I walked down to the van. She finally saw me and got out to open the back. There was no greeting and she said "if this is heavy feel free to help". Huh what?? Ive never been asked that before ever in my travels. I said its not heavy she lifted it and said "and you say this is not heavy", wow ok so I assist and place it safely down so it wont tumble over. My thought on that is, you choose this job and lifting is part of it. Ok so moving on. She didnt open the side door for me to enter, nor did she close the door, she was already in the driver's seat, there was no convo for the ling ride. We got there, she did take my suitcases out but didnt open the door for me to exit or anythung. Didnt say thank you for riding, nothing. Needless to say after the first experience I quickly put my tip back in my wallet. She may have had an attitude because I called again after waiting for 55 mins, but whst else was I suppose to do? It was hot, my dog was panting like crazy and we had to wait in that spot for whenever they showed up. But never again will I use this service, I also have a review for when I showed up but I will save that for another review, this was...