Wyndham Grand Orlando Resort Bonnet Creek — Hotel in Kissimmee

Disappointing Experience at Wingham Hotel

My friend Deissy and I stayed at the Wingham Hotel in Orlando during a recent trip. February 7-10. Unfortunately, what was supposed to be a relaxing vacation turned into a stressful experience due to the poor service we received.

On the second day of our stay, after returning to the hotel, we found that our room key was not working. I called the front desk, and the staff member, Mr. Keith, was unhelpful and dismissive. He insisted that I bring my ID to the front desk, even though my ID was locked inside the room. When I explained this, he showed no willingness to assist.

When I went down to the reception, I felt that I was treated poorly and in a disrespectful manner. Mr. Keith’s tone and attitude seemed rude, and he said he would call security. When security arrived, they attempted to open the door but were unsuccessful. Despite multiple calls and waiting for over an hour, the issue remained unresolved.

Eventually, a security guard with a laptop came to try to open the door but couldn’t. By the time they moved us to another room, it was already past 2 AM—closer to 2:10 AM—and we were exhausted. Even then, the new room’s key didn’t work either. After several attempts, we were finally given a room on the 14th floor, but by that point, we were too tired to even enjoy it.

To make matters worse, my phone and essential medications were locked in the original room, causing significant stress. This situation disrupted our schedule, as we had plans to leave the hotel at 7 AM to visit Universal. However, due to the lack of rest and the stress from the previous night, we left much later than planned, affecting our entire day.

Additionally, I also felt discriminated against due to the staff’s behavior. While the security guard laughed at us, Mr. Keith continued to be dismissive and unfriendly throughout the night.

The next morning, Alexa from the front desk, along with managers Ben and Chris, were extremely helpful and resolved the issue. They were kind, understanding, and made up for the previous night’s ordeal by fixing the key issue, offering us food, and waiving some hotel fees. I truly appreciate their efforts.

However, the initial experience was unacceptable. As a guest, I expect courtesy, professionalism, and assistance, especially during a vacation. This experience was far from relaxing and left a negative impression.

I hope the hotel addresses these issues and ensures their staff are trained to treat all guests with respect and professionalism, regardless of their language or background.

On our last night staying at this hotel, I made a request at the front desk for two blankets and some towels. Housekeeping brought them to me around 10 PM, but the way they delivered them was very unprofessional. The blankets were folded, and some towels were folded as well, but one of the towels was handed to me in a careless manner. It looked as if it had already been used. Additionally, the attitude of the housekeeping staff was not the best; she seemed upset and unwilling to assist, possibly because of the time.

Overall, this incident was very disappointing and unfortunate, adding to the already upsetting experience we had...

As always I will start with the positives:

The cleaning staff are the MVPs at this hotel. They worked their butts off! Also, the employees at the Barista Cafe, the Treasure pool bar and the Bay back bar and grill. The baristas made the coffee extremely quick and it was good every single day!! I have never experienced that kind of service before at a coffee shop. Jorden at the Treasure bar was amazing!! Super friendly and made the drinks so good. Edgar at back bay bar and grill was amazing. The valet employees also worked very hard. The location is very convenient. 10 minutes from Magic Kingdom and about 20 to Universal.

The negatives starting with the biggest:

The noise. We were on the highest floor possible for a reason. And yet the people in the room straight across and their kids staying in a separate room next to us were LOUD. Running down the halls, knocking on random people's doors, talking super loud and they both cracked their door with the deadbolt so the kids would go in and out every 2 mins and the door would slam against the deadbolt. This happened until 12am. They were loud 3 nights in a row...I assume that's when they arrived. I called multiple times the first night to the lobby and no one answered. Tried to tell them in the morning but there was always one person working and they were usually helping someone else. The last night I called, they said security would check it out.....they did not talk to the people in those rooms. So I called 4 more times. The lady said another guest complained as well so she would send security back up. Even after security told them to stop, they didn't. I told an employee at checkout that said policy was usually to give them a warning, then a fine, then ask them to leave. If you do not enforce consequences, people test the boundaries. A hotel has one job....letting people sleep. That's the priority. Maybe if you spent more money on enforcing the rules and less on your vacation club salespeople, visitors might actually want to come back.

Other negatives: Cold showers in the morning! For some reason the water was ice cold only in the mornings. Bathroom had a strong smell of old smoke, bathroom door was extremely hard to close, and watch out for the employees on the way to the elevators....they are the salespeople. The shuttles will not get you there by rope drop because one takes you to Hollywood studios and magic kingdom. The other takes you to epcot and animal kingdom.

**Please do not reply to my review with some response about taking my concerns seriously and passing them on to the appropriate parties. If you really cared, you would have a zero tolerance policy for obnoxious guests and you would've made a real attempt at trying to make up for it in some way. I don't write this review to get money back but since you can't give me my sleep back, yes, you should offer a real refund and fix the issues at hand....

This was the worst hotel experience that I have ever had. You have so many extra expenses. Breakfast for two people was over $70 for a normal breakfast buffet that I could have gotten at any other hotel and gotten included with my stay. We left the hotel the rest of our stay to eat. This was my first time staying with this hotel as they were the host hotel for an event that I was attending. When talking to multiple staff at the hotel no one we talked to knew the event was even happening the day before and even the day of. This was the first time going to this event and that made us extremely nervous and I panicked and had to double check we were at the right hotel through the event's page. We were. When checking out we went down stairs to ask for a cart to help us with our bags. We asked when no other guest was there and told the bell service we were already packed and ready to go and was told that he would be right up. We went straight to the hotel room and waited but no one ever showed. After waiting 20 minutes I went back down stairs and I could not get anyone because they were now helping other guest that showed up after we had asked for help. We decided it would be easier to just do it ourselves taking multiple trips to get everything down when all we needed was a cart to get it down in one. Then we get home and see all the extra fees that are added on that were absolutely rediculous. We spent over $30 for the amenities which we did not use. Didn't use the pool, didn't use the gym, didn't use house keeping. And the one we did try to use which was the bell service forgot about us and left using waiting for 20 minutes. Then we find out through the events page that guest attending the event who were not even staying at the hotel only paid $5 for parking while we paid $35 a day to stay at the hotel. When we called to ask about why we had to pay so much more when the hotel should want to give benefits to people to get them to stay at there hotel we were told that because we booked straight through Wyndham's website they charged us more and they could not do anything. We explained to a male manager that we did not have a good time at this hotel and all we were trying to get was the parking price that non hotel guest paid to park at the hotel and he said again he could not do anything and then said it was weird that we called to complain and didn't complain directly to the people at the hotel. I'm sorry I wanted to call back when I was calm and could think things through instead of getting angry and going off on staff. I will never recommend staying at this hotel unless you like to burn cash and get accused of lying about our experience because we decided to call in instead of freaking out in the lobby. I guess more expensive isn't always better. I will stay at another hotel if I ever attend this event again and get way...