Wingate by Wyndham Universal Studios & Convention Center — Hotel in Orlando

The WORST experience ever! Old rooms! Attitude from a staff member who turned out to be the biggest liar!! My mother & I had flight changes had to check in early once arriving, I explained this to the front desk attendant..I ASKED the lowdown lying front desk attendant if there would be an early check in fee she said yes, then I said I wasn’t really interested in paying a $50 early check in fee , she says right after that “oh don’t worry about the early check in fee, but you will be charged the $50 room deposit” the room fees are normal fees that wasn’t the issue…SHE FLAT OUT LIED & charged me anyway for an early check in fee. Didn’t give me a receipt either! Normally I do pay at property in full from a third party site & once I’ve paid in full they print me a receipt out…NOT HERE at this hotel! ..after realizing she charged me still (she said one thing & did another) I called the hotel to let them know she was the one who told me this! I have you all to know the general manager, her & another employee all gaslit me into believing SHE NEVER told me she would waive the early check in fee..it was like she lied to me just for the heck of it! It wasn’t about the $50 it was about her saying one thing & doing another..she tried to make it seem as if she NEVER TOLD ME THIS & told her manger she never told me this ! My mother was out side unpacking when I told her we could check in without the early check in fee! She wasn’t at the front desk with me, but I told her the conversation I had with that front desk attendant! Her manager calls me back & sides with her saying his employee told him something different! I HATE LIARS!! ppl who gaslight others into believing the truth never happened! Why the heck would I make up something like this all over $50 bucks? SHE ACTUALLY told me this & when I saw I was still charged the fee (I noticed it after I checked out) she says it wasn’t true, but SAYS SHE remembers the entire conversation EXCEPT the part when she told me “don’t worry about the early check in fee” she also never gave me a receipt when I paid in full upon check in which is why I didn’t notice I was charged the fee she said I wouldn’t be charged. I noticed after I left the last day of my hotel stay when I saw my account was missing money! Her manager believes her! She kept saying when I called her “we always charge an early check in fee, I never told you this” I never said I’d waive the early check in fee” I called to speak with her and it turned into an argument WHAT A LIAR! I left my Ray-Ban meta glasses in the car, but I’m wondering what lie would she have told if I had recorded her saying this with my glasses?????? I had no motive to make this up! It’s nothing worse than some crazy person playing with your mind & gaslighting you! She even had her manager believe her & the other person I spoke with on staff! Her story was “I never told her that because we never allowed anyone to check in early without a fee!” WTH! Ppl are crazy and just lie for no reason! She also had a nasty attitude from check in like she didn’t want to be bothered the person I was with noticed her attitude on a separate occasion…a lot of latinas in Florida don’t like ppl of color maybe that’s why she lied she thought it would be funny ….she lied on purpose knowing the fee wouldn’t be waived & turned around and said she never said it ppl who lie like that are dangerous!!! One of the reasons why I purchased those meta glasses…take no one’s word! They will say they never said it. Her manager was a loser for calling me and siding with her, it was annoying he believed her!! They were basically trying to say I imagined it all when my mother was right outside and told her everything that was said during check in! I will never stay at this place...

Staff was incredibly helpful and friendly once I alerted them to the problems I came across, except for one, which I'll get to in a minute. When I got to my room, I noticed a few things: the air conditioner was visibly broken and there was food, someone's leftovers, in the minifridge. I called the front desk to have the food removed and got to work on fixing the AC. The front panel was cracked and the dials were not properly on. I put the front panel on correctly and placed the dials. All was good.

Wrong. The AC would immediately turn off when I put it on either low or high cool. I told the front desk about the AC not working on "cool" and was told someone would fix it immediately. I also reported that someone tried to break into my room when I was sleeping. The "do not disturb" sign was up, the deadbolt was in place, and the bar latch was closed. Around 2pm (granted, the clock in the room was fast by about 8 or 9 minutes based on my cell phone), someone knocked repeatedly on my door and then attempted to enter, but was stopped by the bar latch. When I got up, my door was no longer closed and the deadbolt was unlocked. The front desk staff told me they would watch the security footage and find out what happened.

I returned an hour and a half later and was told that the person who went to fix the AC found out the problem: I had it on high fan instead of cool. Um, yeah, because it turns off and never turns back on when it's on "cool". That's the thing that needs to be fixed.

I was also told that they watched the security footage from 1-3pm and that no one was in the hallway around 2pm. They suggested I must have dreamt the whole thing (including my door being partly open????). I said I'd like to see the footage. First off, there were two people walking past my door at exactly 2pm. So lie #1 was that no one was near my room during the 2-hour span they claimed to have watched. Secondly, from 1:50-1:52, the housekeeper was at my door. The super told me she was definitely several doors away from my room, she was on the wrong side of the hallway, she was in front of the cart the whole time, housekeepers didn't have the key that unlocks deadbolts, they walk right past rooms with the 'do not disturb' signs, etc. Everything he said I showed him, on camera, was false. No, she's on my side of the hallway, that's not her head, she's no longer visible because she's standing at the door to my room for a solid 90 seconds even though my DND sign is up, it's entirely possible to clone key cards ("they know they aren't allowed to do that!").

After all this, I was still being dismissed. I went up to my room and the super came up shortly after to actually fix my AC. He gave me the manager's business card so I could call him with my concerns about the housekeeper.

All-in-all, not the worst place to stay. Just put your meds/valuables in the safe and be sure to take the key with you...

I am very disturbed by this company. I am not one to usually complain about an issue but I will not let this go. I stayed at this hotel last Feb when I was in town for a funeral. (I have actually probably stayed around 30 nights at this hotel in total). When I showed up for my previously booked reservation I was told the room was not ready due to someone smoking in it. They said they would need to run a machine for an hour to remove the smell. It was already late but I was okay with that because I had three children. It ended up being several hours before they got us in the room. Please know I didn't just show up and try to get a room, this room had been reserved, they knew someone smoked in the room at the time of check out and should have handled it accordingly. The room still smelled like smoke but by this time it was very late and my kids were tired, we have a very early flight the next morning and I couldn't go searching for another room at that point, plus the hotel was not willing to refund my money. I talked to a gentleman the next morning and was told they do not issue refunds but they do comp free stays. I was very irritated so he offered me 2 free nights when I came back that summer. So June rolls around, I show up for my stay and.....guess what? I was told they only keep records of that in the computer system and the system crashed a few months back. Obviously I was very mad! I still stayed at the hotel because the hotel is a nice hotel. This guy told me there was nothing he can do but he gave me a card with a customer service number. I called them and left my complaint. I never heard back. I am planning my vacation for this summer and thought about it, so I called to see what was going on. They said the General manager (Rogatien) made notes in the system that he tried to contact me. I never received a call so I contacted him myself. He was very rude and unprofessional. He basically said I was lying and there is nothing he can do about it. He said there is no proof.. so I asked what proof i needed, but he couldn't answer that. There are obviously more details to this but I would be typing all day. At the end of the day, I have stayed at this place numerous times and I am very upset about the way I was treated by the general manager. By the end of it I no longer wanted my free stay I wanted him to just look it up and acknowledge there was an issue. Now I just want people to know about the bad customer service. He actually threatened to sue me if I left...