Wyndham Indianapolis Airport — Hotel in Indianapolis

Hotels fall under hospitality. They refer to clients as a guest. In my opinion, the very definition of this is that your stay at ANY hotel property is, well, hospitable. One should be made to feel comfortable and a lil special. We’re not at home. We’re at a hotel! Maybe it’s a lower end or a higher end facility, but the base expectation remains.

I arrived for a two night stay and picked up my key at the front desk the evening of Friday 12/9. The front desk clerk was on a call when I arrived, he handled the call expertly. Then another call came in and I expected that he would ask them to hold as I was: not yet greeted, physically present, and technically first in line. He took the call and helped that person. I got my key and asked him about the best place to park and he said “go in the back,” adding the helpful detail of looking for the wooden door on my left once inside.

Now, finding “the back” of a square or rectangular building is easy, but I was driving around a cluster of attached structures and saw many walkways into entrances. All had cars nearby and could have been “the back,” but I kept looking and saw a very large, clearly identified entrance for the conference area. It would have been so much easier had I been told to drive to the back of the property and enter through the main conference center. Upon entering, I appreciated knowing that I needed the wooden door on the left.

The handrail along the few steps to enter the hotel nearly came off in my hand. If a person was using the handrail on the steps for their intended purpose - assistance, balance, safety, they would have been in for a surprise.

My room was fine-ish. Clean enough, albeit dates and really lacking in detail. No battery cover on remote. No hair dryer. Stained toilet seat. One tiny soap. Guest chairs heavily stained. Two of the three lamps didn’t work. I stepped on a pushpin, but it was on its side. There was a $5 bill tucked into the coffee service, indicating that it might have been a while since it was wiped down or dates checked.

In the morning, I knew I would need more of the in room coffee (I drink a lot and travel with my own k-cups, etc to use where I can). I also needed more towels, so I called down to housekeeping around 8:00 or so. I was told by the gentleman at the front desk that they “probably weren’t in yet.” I asked if I could leave a message with him or should I call back. That was by design, you see. He should have never had me, his guest, call back. Yet he did. He never asked what I needed, either.

I was off property around 11:30 AM when I called from my cell phone to reach back out to housekeeping. The same gentleman as before answered and immediately, and decidedly with a tone, asked me the nature of my call. I explained that I was a guest, had phoned previously, that I didn’t need my room made up, but rather simply needed additional towels and coffee. He said he’d make a note of it. They never arrived.

If you are going to offer a dated, tired hotel property - you absolutely have to kill it with the details and customer service. You have to nail the hospitality.

Another guest asked for someone at check in and got the same snarky “what is the nature of your request” comment. It feels like the staff are trying to stave off guest complaints. Maybe this is by design or maybe it’s defense, but either way it’s extremely offensive.

I was here for an event and another guest’s room was so bad that they opted to drive home and return in the morning. That’s just sad.

Maybe it’s time to stop trying to put lipstick on this...

DO NOT DO ANY TYPE OF EVENT IN THIS HOTEL. This is in regards to a wedding that was conducted at the hotel. These were our complaints:

two unauthorized credit card charges were made from Wyndham- first charged $15,750. Second charge for $7775.52. Both charges were not authorized and flagged to be fraud by my bank. We've had to change credit cards twice due to these charges. -the hotel supplied 2 hotboxes to caterer, but there were no working hotboxes so the caterer had to use their own instruments (with an extra surcharge) to prevent food from spoiling. The caterer and we continued to request an explanation, and was given none. -we agreed that there would be glassware only with catering manager- tea cups were paper cups initially. After many many attempts to ask for glassware, they finally changed it in the middle of the dinner time. -many of the plates were not well washed- guests complained about dirty plates with stains. -for any requests that we or caterer needed to make, we had to go to the management multiple times and at least a 20 minute lag time for requests to be fulfilled by staff -the service staff was very slow- plates started to stack up, and water was not being refilled as agreed upon. Only around the conclusion of the event did the service staff really do any consistent type of servicing. There seemed to be a shortage. -there was times when lines had no plates available, so we had to personally transfer plates from area to area. -the hotel left a "coffee" and "iced tea" sign randomly in the drinks area even though we never agreed to pay or have it. It was empty with nothing there and so guests were confused why there was no coffee and iced tea . tablecloths came with marks on it and some where discolored. The decorator we worked with (Jaspreet from Everlasting Decor) who has done multiple events at this venue said that the linens on the welcome table and round dining tables are usually better and cleaner then she was seeing on that day. -when we connected the laptop with the audio, there was a light buzz throughout the whole time that the music was playing. Apparently it's because the laptop charger was connected to the outlet as well, and an issue with the electrical system. it was agreed that there would be tables provided to the caterers to unload their food. When caterers arrived, there were no tables. Once tables were provided, it was really dirty. They asked for the tables to be changed and covered again. at one point, the staff stacked so many plates on one side of the table, that the whole table collapsed on one of his staff. The hotel staff was notified and asked to wash the plates, but they didn't wash. They just wiped the plates that were on the floor and just put them back on the stack. This is obviously a sheer risk of health.

UPDATE: For the last 2.5 months, we've been continually asking for some compensation for the lack of service. They just kept saying that none of the items I mentioned ever happened, even though our third party caterer, our guests, our credit card company, and we were first hand witnesses. They wouldn't offer and compensation back, and instead offered a measley 30k Wyndham points "for the inconvenience", but never even gave these points. I've been continually emailing them for an update every single week,...

I was there over the weekend for a convention and I truly don't know if I'll return. The rooms were nice, the beds were really comfortable, EXCEPT the fact we got 1 regular sized pillow and 4 small square pillows for 2 people to share. Room stayed cool but not cold, and the bathrooms are small. Hotel itself was sweltering, like it felt like the heat was on. Phone in room did not work. TV's are small, not smart-tv's, and very limited channels. Restaurant in hotel seemed nice, but not a huge variety in my opinion. Bathtub is really high so it's hard to get in and out of. Never got room service, and no new towels were brought to the room during our stay.

But here's what really pushed me to be unsure if I'll come back, the staff. My god the staff was atrocious and rude. Look I get it, a lobby full of people in animal costumes isn't your jam, that's fine, but the attitude, the condescendence, the callousness of the staff was ridiculous. I was just coming out of the elevator and almost ran into a staff member and although I apologized, she just gave me a death glare. At all times the staff at the check-in counter were on their phones watching tv/videos, they gave 0 concern to anyone around them and when I approached one of them she seemed annoyed that I'd even speak to her.

What did I approach her about? The absolutely atrocious staff at the Starbucks. When it was my turn to order I asked the kid (Anthony) "Do you have alternative milk?" he then LAUGHED at me, and while laughing said "No. We don't have alternative milk." Funny thing is, he was holding an Oat milk carton. I asked because I figured they were out of Oat milk and I'm lactose intolerant so I wanted to make sure I could even order a drink. So I pointed to the container and asked "You don't have Oat milk?" and he looks down and says "Oh yeah, I guess we do." My bf went next and asked if they had any turkey sandwiches left to which the kid says "we might have one..." and then just stared at my bf. Bf finally says "Can I have it?" and the kid rolls his eyes and adds it on his tab. Bf got his drink, and then the kid started waiting on the next guest. The kid was doing one guest at a time, that's why I bring that up. He'd finish that guests order, than move onto the next guest. When my Bf asked for his sandwich the kid rolled his eyes AGAIN, walked away from the guest he was speaking to and got the sandwich just handing it to my bf around the espresso machine while talking to the next guest. At no point did he ask what size drinks we wanted, and he had no manners AT ALL. If he thinks he's to good to be there maybe he should find a different job. That goes for all the staff because none of them seemed like they even wanted to be there.

No silverware could be found anywhere. Front desk said the Starbucks would have it, Starbucks said they didn't have it and to ask the front desk. Location wasn't great, it was like 15-30 minutes away from any restaurant that seemed worth going to. Leaving the hotel meant losing our spot though so we...