Wingate by Wyndham Frisco — Hotel in Frisco

IF YOU ARE A DIAMOND CUSTOMER NOT THE PLACE FOR YOU. I’m a very busy man and I travel from Coast to coast so I know all Perks that Wyndham provides to their Diamond Customer. I booked my room as I have done thousands of times, I arrive at the front desk and and I ask this young guy if he has any available suites... he answers: “Yes” so I said I would like to take advantage of my Diamond Status and I wanted to get upgraded... which is FREE Upgrade for Diamond customer. But to my benefit like 90% of front desk personnel, they do not know how to process a free upgrade, they kid asked if I minded waiting for the next shift guy to arrive... that most likely he would know how to.... so I waited another 10 minutes until the over night guy arrived. Guess what? Things went from bad to hell broke loose. This guy comes, the original guy explains what I was trying to do... so he tells me that the SUITE ROOM isn’t available. So I asked how come? Or did the other guy lied to me? Or are you laying to me? So then he said, well... this room can’t be given as upgrade for free because the difference is a lot, and I already got a discount. I said I didn’t get a discount I used my points... it isn’t discounted when I accumulate points to use, it’s called BENEFIT NOT DISCOUNT... He continued to tell he can’t give such room for the amount I’m booked for... so I said: well, so it’s not that the room isn’t available, it’s just that YOU don’t want to allow me to have it under my benefit as DIAMOND 💎 customer. I asked if he pays the light bill or the water bill of the building, so he said no, but I’m the GM. So I asked if he was part owner? He said again he is the GM. So then I said why don’t you just give Customer service and follow Wyndham guidelines and we all move along? And he smiled at me and said: “I’m not giving you the room” and hands me my ID back. Prior of arriving at this property I had already called Wyndham Diamond Concierge to ask for help with the original front desk guy who was very niece and apologetic, Wyndahm had already told me and the guy that the hotels support would be able to accommodate me into the FREE upgrade, it’s just matter of the person who is doing it isn’t some stuck up MgR that isn’t acting like the hotel belongs to him. EVERYONE, well not everyone but to my fellow DIAMOND CUSTOMERS, so you know your benefits? You can book a single bed for $50 bucks, but upon arrival if a suite room is available at the time of check in... and if that room goes for $200 dollars a night... guess what.!? That room is yours! As long as these “Schmucks” follow Wyndham guide lines and did you also know hawthorn, wingate, baymont and a few others are to greet you with a Gift bag!? I got 1 bag since I became a Diamond 💎 customer. Not that I care for the gift bag... but it’s the principle of the BENEFITS. I have been very loyal to Wyndham, I could easily go to Choice Hotel franchise, or Marriot, but I have so many points or rewards with these guys, and to my unfortunate traveling needs Wyndham are where I need a hotel to be. The ASIAN GM at the over night shift, doesn’t deserve his position. “I DONT HAVE AN AVAILABLE SUITE” it’s a lie, the prior agent told me yes but he didn’t know how to upgrade me “I CANT GIVE YOU THAT ROOM FOR THE PRICE YOU BOOK YOUR ROOM” I’m not asking for the cost of the room, it’s my benefit “IM NOT GIVING YOU THE SUITE” (handed me my ID back) I asked for his business card with his name on it. You would figure a GM would have a Business card with his name... he wrote his name in the back on the hotels business card. I told him I would get Wyndham involved in the morning he SMILED AT ME AND SAID YOU CAN DO WHAT YOU WANT. I TOLD HIM I WORK IN MY ROOM UNTIL 4am and TONIGHT I WOULD TAKE MY TIME TO POST THIS BAD REVIEW INTO GOOGLE, YELP AND EVERY OTHER SEARCH ENGINE I CAN FIND. So here it is buddy. I hope you at least loose your position for a few months as a form of punishment. I don’t wish you loose your job over this because every man has a table to bring food to his family. Hope this serves...

I stayed here a month ago for just one night. The stay was fine. 30 minutes I checked out, I realized I accidentally left my Kindle tablet in the hotel room. I would normally go back and grab it but I was half way to Fortworth (our family was just in Frisco for the night visiting from out of town). I immediately called the front desk, in which the front desk manager, Nathan C picked up. He was very nice and said that he would call me back when house keeping cleans the room. An hour later, he calls me and said that they found it and he has it. He said he was going to go mail it the next day and provide me a tracking number. I was pretty relieved to say the least and went about the rest of my week. When I realized the week has gone by and I haven't heard from Nathan, I called to check the status. Nathan said that he hasn't shipped it yet, but he will ship it the next day. A few days go by and I still haven't received a tracking number. So I called... Again. Nathan tells me he yet again hasn't shipped it, but will when he is off work. The next day I called back, and Nathan tells me he shipped it... But he couldn't produce a tracking number. So he said he'd give me it later. Another week goes by and I decided to call but asked for the GM, Sam instead. I complained to Sam about the entire situation and how I still have t received a tracking number. He said he would find out what was going on. Later that day I got a call from Nathan. He admitted that he actually lied about shipping my tablet and that he actually left it in his car. He said that his car broke down and was now in the shop... I thought to myself... Why didn't he take the tablet out of his car when this happened? Why did he lie? Something wasn't adding up. Another few days later, I called and left an angry voicemail for Sam, asking what exactly is happening? I didn't hear back, not until after I filed a complaint with Customer Care. Now I get a call from Nathan. He now tells me that he has officially "lost" my device.. that he either misplaced it or it was stolen from his car. I didn't hear back from either Nathan or Sam, until I updated Customer Care. Sam responded by email saying he was sorry. Then vouched for Nathan. He then told me I can get my stay that night comped. I emailed him back and complained about the whole mishandling of the device again, and how unprofessional this all has been. From having the customer be the one to constantly follow up on this to the employee losing said item. I demanded for a reimbursement or replacement. Sam responded back saying he isn't authorized to and that my free stay was out of the courtesy of the hotel.. as if the hotel did this as a favor to me. His only other solution was that they were going to keep looking for my stolen tablet. There was no resolution to this. Customer Care also has not done anything for me via email or by phone, as they are relying on the GM, Sam to handle it...

The customers are not first priority with this company. But they seem to really care for their employees at least? Vouching for them and not holding them accountable for mishandling...

I had the displeasure of staying here on Jan 16. 23 and it was by far the worst hotel I have ever been in. I didn’t stick around to see any amenities since our room spoke for itself. In the many things wrong with this place I was shocked to see that the comforter on the bed was literally RIPPED with the inside stuffing just falling out. But I digress and that’s not the real issue of this place. The real issue is the people that work there. The sheer lack of brain cells in the employees is utterly shocking and will leave you speechless like it did me. Theft is all these people know. I just so happened to leave my Apple Watch in our room shortly before checkout at 8. At 10 am the same day I realized it and called the hotel. After calling SEVEN TIMES I finally had someone pick up to tell me that my room HAD NOT been cleaned and I was able to go up there and get it. I arrived and the front lady said the exact thing and that the room should still be unlocked since again it HADNT been cleaned, that if it was locked to get housekeeping. I return to the room to find it locked and the cleaner telling me they already cleaned it. I make the trip downstairs to inform the front desk lady. She proceeds to take me to the room to show me a clean room and my watch gone. Her FIRST words out of her mouth to me were “just file a police report we don’t care” now here is where I was left speechless at the complete disregard for customer service or empathy. I asked the woman if she was serious and that it didn’t need to go that far because I simply wanted MY watch. Upon arriving downstairs I asked her to check lost and found, that request was refused and I was told “I will not check because there’s no point. The room was cleaned and if there was anything found I would know already” at this point I’m speechless because I can’t believe this is happening. Her next words were “my employees would never lose their job over a watch” something that doesn’t just come straight to the tongue without prior incidents like this. In the end I ended up having to call the police and file a report. The front desk lady lied to the police and said she never refused to look and actually did, additionally she said she checked with housekeeping. Had she actually did I would have my watch back and it wouldn’t be stolen. This place is by far the worst place to stay between the insolent staff and the literal stealing by them, do not waste your money or energy. I know it was stolen because your watch pings at locations. Tell me how they are going to say it wasn’t stolen when it’s literally pinging in an employee’s residence. Like come on.. DO NOT STAY HERE. The people are literally the dumbest bunch of people in society and genuinely need...