Club Wyndham Midtown 45 — Hotel in New York

Midtown 45 review because that is where I bought my membership. I am a serious reviewer and have the added advantage that I am a serious timeshare owner. I am new enough that my issue was a perfect test of how Wyndham operates and the company (after some missteps) came through with flying colors - which as a hotel company and time share was a reason I bought because they are not just hard core time share sales. I love timeshares for family reunions so I have a group of 11 that I wanted to get together (last trip was Lake Powell houseboat - GO!). I wanted to ski and have a ride on the Polar Express (Durango, Colorado) so i made arrangements for the crowd first at Pagosa Springs then in Durango (1 week total, nearly 200000 points). Worried about availability (my history with other time shares that oversell) I made a reservation in February but told them that my daugher is a medical resident and would not know until May whether she would get off but they told me book now because you can only cancel (within 15 days, this is separate from paying fee to cancel up to the last day, all very fair). Fast forward to yesterday, my daughter said the week we had booked was unavailable but that the week after or before was possible and she wanted to go. I called the VIP line and we pushed all four reservations (4 days at a 2 BR; and, 3 days at a 1 BR times three following the first reservation). I was happy to change (and later means snow conditions might even be better so my preferred of the available weeks). Here is when issues arose that this review is about and where Wyndham way of doing business was tested. The VIP helper, Courtney, was great. She told it would cost less if I did it myself, and she stayed online as I completed four cancellations and three rebookings. The issue that I noted was that there were charges that were new and that was because any free usages or original payments (there are so many a year but fair) were lost. These are things such as booking fees, housekeeping, and guest fee (they told me that when I needed three rooms that with my wife and I on the account we could book two names but needed a guest for the third (even though we would be there at check in and I never had this limitation at Wyndham competitors). When I brought up to Courtney she said Owners Services was closed for the day - it was 8 p.m. - but I should check with them tomorrow. As it was late and I would pay whatever was needed to get things done we finished the work. Today I called Owner Services and talked to Era, and if my review was written at the end of my second interface Wyndham would have had a one star (with a note it should be zero). Era was rude and by the book (hey, you have to pay for these things and gave me the reference in the rules where that was the contract I signed). I told her the competition had more flexibility and asked for a case number, which Era aid no and told me that I was lied to by Courtney. Finally, I called to cancel my contract as I was completely disappointed in Wyndham and figured I would at least write a review waving people off. I reached Kim and she checked everything in my notew. Kim gave me a case number and she told me had I reached her earlier we might have resolved better but she could not credit and at least I figured in the future I would be more careful. BUT THEN, without any demand she said let me credit you some points for the problems and accept out apology. That is the Wyndham I thought I had signed on to and indeed that is the Wyndham that exists (final outcome is key despite any problems which I am an expert of dealing with). I write this to communicate the good and the bad and am hoping this gets C-Suite attention so that the rough steps along the way are avoided by others. Just know that Wyndham is indeed top quality and (as many firms) can only be as good as the difficult staffing they need to maintain, but if you keep in touch with them they will treat you right. I end as a very happy and satisfied owner. KEEP UP...

My humbleness that my Aunt booked me and my eldery and disabled mothera room here, so I was appreciative and rolled with it. But honey... this hotel advertises as a VIP experience and that was laughable to me.

Positives: Friendly Staff. Clean building and rooms. The lounge on the 33rd floor has a wonderful view and is peaceful. Cocktails and champagne at different hours of the day in the lobby or lounge. Baggage hold after you check out. Across the street from a delicious local Diner. 2 blocks-ish to Grand Central Station.

Negatives: Room heat didn't work. After a few hours of the room getting colder, they brought 2 space heaters. The space heaters knocked out the power in the room. Asked multiple time can we move to a different room, and was told no. We struggled the first 4 hours after check in to get the room warm. My mother and Aunt were in pain.

Room itself. While clean and the bedroom area was a good size. Seeing all the pics of showers and kitchens, the room they gave us was a basic Motel 8. The bathroom was so small the door can't even open all the way because it's up against the tub. If you are sitting on the toilet you can't open or close the door. And the tub was very high and deep, great for a regular person wanting to soak. But made it extremely difficult to get my mother in to shower her. Made it difficult for both of us to be in the bathroom at the same time. And you can't leave the door open because the shower is behind the door and next to the toilet. They could have given us a better room.

2 paper cups in the room with the coffee machine. No other cups in the room, no bottled water, no amenities in the room or bathroom other than 3 little bottles of toiletries and a bar soap. They brought me a bottle of red wine as an apology gift, but no cork screw to ever open it. No glass to drink it. Just dropped off a bottle that just sat there.

YES... I could have called down (for the 10th time of the evening) and just asked for all these different things. But don't advertise VIP services, harass us everytime we get off the elevator about timeshare and how amazing the property is... and you can't handle the simple basic thought process to put a bottle of water in the room, or bring a wine opener to a room when you give someone wine. Details man!

Lastly, no food on property. At all. UberEats everything or you have to leave and go find food. Diner across the street closes at 6. So after that you have to go find food elsewhere. Not taking mom out at night, so I had to order for delivery. Also, they won't let the delivery in the lobby, so be prepared to go outside...

I’m not one to leave reviews, but I hope my experience helps to better the experiences of future guests of this resort. My parents are visiting me for the first time since I moved to NYC, and staying at this resort was made uncomfortable when it became so obvious that many employees here care more about the corporation than the actual guests (minus the cleaning staff, who in my opinion would have made better front-desk figures). My apartment in Central Harlem would have been a much better stay than this highly robotic and sterile resort! (A resort that does’t even have microwaves btw). The warmth that was given to us when we checked in was just a facade, because the moment my parents (in their own right) declined to upgrade their Wyndham Resorts Plan, we were met with extremely cold shoulders. Just saying— if your guests arrive to your resort after getting off the plane literally 1 hour before, it is the most negative experience to be annoyed and guilt-shamed into going to a 60 minute meeting with another robotic, sterile salesman (who sucked by the way) who has no one’s interest but their own! So not only was my parent’s first experience in NYC an uncomfortable meeting, but it was an uncomfortable meeting discussing their FINANCES. Reality check, Wyndham— some people are not rich! Another reality check— you really think it takes 60 minutes to sell something to someone??? It’s giving pyramid scheme. Also, wouldn’t you want to sell something to someone who hasn’t just gotten off a plane, has eaten a meal after said plane ride— and in general— someone in a GOOD MOOD? Think LOGICALLY. I would think that the consistent badgering of guests to go to this meeting is the tactic to actually make them buy up. Annoying them until they do it. It’s predatory and unethical. I am aware people employed here are working under the constraints of a bigger corporation and I’m not trying to make anyone lose their jobs. SO. If you want to better your customer service skills and make your guests feel WELCOMED and not ASHAMED, then respect their space! Don’t guilt your guests, and don’t be fake. “Oh, they didn’t upgrade? Don’t talk to them.” “They’re refusing to go to the 60 minute meeting? Doesn’t matter. Make sure they go.” It’s Gross— capital G. This was such a disappointing stay— Midtown is already known to be a very corporate and depressing area of NYC. Your resort fits the vibe to a tee. Do better.

For any future guests reading this— find a place in the Upper West Side. Get away from these sleazy...