Baymont by Wyndham Columbia Fort Jackson — Hotel in Columbia

My reservation was made on 10/14/2023 (on Wyndham's website), revised on 11/20/2023, and when I called to confirm how late I could check in on 12/12/2023 at 7:23 pm Carlos advised that he needed another card for the pre-authorization charge. I provided my card info and phone number and got on the road from Atlanta, GA. Once I arrived, the front desk person advised that he could not locate my reservation by my name nor reservation confirmation#. He called Wyndham Rewards and was advised that my reservation was cancelled around 4 pm by the general manager. I asked why and was never provided an answer, but I advised that I had no knowledge nor did I authorize my reservation to be cancelled. I truly believe that my reservation was cancelled so that it can be given to someone else and that is very unethical and unprofessional. The front desk person advised that they didn't have any other rooms available except for two that are out of order, with a king bed and no tv. I advised that I had a 2 queen bed room reserved with a tv and would like what I reserved. The front desk person got loud and very rude with me and I advised him that I've heard him speaking to people over the phone and in person very loud and rudely and that he will not speak to me that way since I wasn't speaking to him in that manner. He continued to be rude on and off, but after an hour and about 15 minutes he put us in a room for the night and asked that I speak to the person coming in at 7 am to change our room and explain the situation. The room that we were put in toilet leaked every time it was flushed, the sink handle seemed as if it wanted to come off every time we turned the water on and off, the curtain was dirty and torn up, and I had to kill a roach in the room the next morning. I spoke to Valerie the next morning and she advised that she will change the room that day, which she did. The new room's bathroom mirror was broken and the towel rack was broken.

I have never been treated the way that I was treated Tuesday night when I checked in at any Baymont Inn or Wyndham hotels. The front desk person even said to me that he was going to call the police because I told another guest that I hope that they didn't cancel their reservation like they did mine. Instead of him focusing on my reservation, he was too busy worrying about my conversation with the other customers. He was very rude and loud several times until I cursed him out. He needs customer service training, how to handle irate customers, and how to be respectful and professional to everybody. He was very rude to the Wyndham employees that he spoke to over the phone and they were assisting him smh.

Now, I'm waiting for Valerie to call me tomorrow to correct the charges for my room. I was charged for one night on my cashapp card and for both nights on my bank card smh.

Truly unhappy and...

The hotel is listed as a nice 3-star hotel. The hotel wasn't only far from 3-star quality, but it was far from being inhabitable entirely.

The first room I was placed in looked like it had been flooded or received some sort of major water damage. The leather from the headboards and desk was discolored, stained, and peeling. The lamp shades were damaged, torn, discolored, and stained. The lamps that had 2 bulbs only had 1 working bulb. The paint on the walls was peeled in some areas and looked soggy and damaged. The wood finish on the dresser and desk had major dings, scratches, and there was no desk chair at all. The only seat/chair in the room was dingy with major discolored and stained fabric. The smoke detector that should've been on the wall was not there, but I Iater found it in the nightstand drawer. The beds were minimally made as if the room was not prepared to have an occupant. The white bedsheets had major stains and discoloration. Everything in the room looked like items you would image finding in a dumpster.

I requested a different room with the person working at the front desk. I left and came back a few hours later. When I came back, the new room was just as bad as the previous room except for some minor changes. The 2nd room did have the smoke detector in the correct place. There was a desk chair. But, everything else was very much the same as the previous room with the added aroma of mildew and mold. Within minutes of being in the room, I was unable to breath effectively or deeply.

I quickly got online and realized that none of the past recent reviews of this hotel were good. Realizing this hotel was a problem, I reserved a new room with the hotel next-door, which was very good quality in comparison.

When I checked out, I explained everything to Nicole (if I remember her name correctly). She was very kind and understood. I was fully prepared to pay for that night, but she explained there would be no charge since I was not satisfied. She admitted the hotel was old. However I don't believe that to be a good excuse. I've stayed in places much older than that, in some cases hundreds of years older, in many places in the world that were much nicer quality.

Overall, the quality of the hotel rooms was very bad. However, the quality of the service to try and find me another room, and then to do the right thing since I did not stay over night, is the silver lining. I always appreciate good customer service. People taking care of people is always the best...

The service at this hotel was really bad. We had gone to bed for the night, at about nine thirty pm. At about ten pm someone opened the door to our room, which woke us up. The door had not opened completely because we had the bar lock mechanism on and it prevented the door from opening fully. I went to the door, opened it and found a couple who said they had been assigned that room. I told them no, it was mine. They left and I went back to bed. At eleven pm, our door was opened again, again only prevented from full opening by the bar lock. When I went to investigate, the hotel clerk was at the door and told me I was not supposed to be in the room. I asked him why when I had paid for the room and had the key to the door. He said he didn't know but that I was not allowed to be there. I told him I was, at which point he said he would go try to figure out what was happening on the computer. He said he might come back and get me out of the room or if he found everything was right I could stay. I told him I'd be down to verify what he found. When I met him at the front desk, he informed me that he had found proof of my payment for the room, and that I had not been checked in, but that he had checked me in and I could stay. My family and I did not sleep well after that. My eleven year old kept hearing people trying to open our door, and my 14 year old was concerned that we would be evicted. When I got up from tossing and turning the remainder of the night, I thought I could make coffee. I found the coffee machine had no filter tray, and walked down to the desk for a filter tray. To make it worse, my eleven year old refused to use the elevator which felt like an amusement ride and made knocks and thunks as it left the first floor and arrived at the third floor. It made the same sounds rising and falling. When I told the day manager about the horrible night sleep she said she could discount us 15%. The manager also explained that my nighttime sleep interruptions are a common problem in the hotel industry. When I told her I have never experienced such issues in all the hotels I've used throughout the country, she told me I have been lucky. Having talked to other family members who have traveled frequently I was told that none of them ever experienced such frustrations. The hotel manager made my concerns seem...