Wyndham Southbury — Hotel in Southbury

PREVIOUS REVIEW - Very disappointed with this hotel. Firstly, they give you a form to place on your door used to order what you'd like for breakfast the following morning. I filled out the form and when no one came to retrieve it I left it at the front desk. The next morning - no breakfast came and the form I filled out was no-where to be found when I asked the front desk. Starting around 7AM in the morning, we were woken up by the sound of workers doing construction in a neighboring room. The worst part.. we were charged a $250 fee ontop of the fee for the stay. When calling to inquire what the $250 fee was for, we were accused of smoking cigarettes inside of the room. No one smoked inside of our room during our stay. 6 phone calls back and forth with the front desk we were finally told the general manager would call us back so we could dispute this fee. It's been a week and not only did the hotel not return our calls after leaving our info. with the front desk.. but the general manager never called either. So for one night.. the grand total came to $400.00 + for the most basic room. RIDICULOUS and very unprofessional considering we have stayed at this hotel on other occasions.

3/15/2018 FOLLOW UP - I was finally able to reach the general manager for this hotel and am extremely disappointed in the lack of professionalism. I had to call, once again.. the front desk for this hotel and be put through to the GM with an attitude from whomever I spoke with at the front desk. As soon as my call was forwarded it was clear that the GM for this hotel already knew who I was and why I was calling. (If this was the case.. why had HE not reached out to me after relentless calls trying to reconcile the $250 wrongful charge? During our phone call.. it became very apparent that we were being stereotyped and targeted. First the general manager (GM) claimed there was no evidence to prove that anyone had smoked in the room (NO ONE DID).. but then he claimed that there were cigarette butts in the room? Shortly after he back pedaled and took back the statement he had made less than 60 seconds ago and returned to the original claim that the room "smelled" like smoke.. but there was no proof. I am absolutely disgusted at the lack of professionalism and the attitude I was given trying to dispute this charge. I was basically told "although we have no evidence to prov you were smoking in the room.. and despite the customer's reassurance that no one did.. we're going to charge you $250 anyways. This is an absolute outrage and quite insulting since this is not my fired, 2nd or 3rd stay at this hotel. The general manager of this business not only blatantly LIED about there being cigarette butts in the room (he later retracted that statement during the same conversation) but he admitted that there was nothing to prove their case and happily admitted that no matter what I say to try to dispute the charge.. he was going to charge us $250 anyways. His solution was for us to call the bank and dispute the charge for the room.. which is no different than someone in a position of authority passing off a issue to someone else, simply so he wouldn't have to deal with it. I have had nothing but great experiences from this hotel prior to the last visit, which makes this whole thing more disheartening.

IMPORTANT: After encouraging the hotel MULTIPLE TIMES (which I highly doubt they did) to review the footage, I personally feel that we were targeted for being minorities. NO ONE smoked in that room that night. I can't seem to find any other logical explanation for the actions and lack of care this hotel has given us.

IF YOU'RE NOT WHITE.. DON'T STAY HERE UNLESS YOU CAN ANTICIPATE FALSE CHARGES ON YOUR BILLING STATEMENT.. of course* after you've already...

Horrific experience! Sadly enough this is a shorter version of my nightmare at this hotel. Skipping to the room... I literally almost fell over from the smell in room 130! I think one swipe of this place into a Petrie dish new strains of bacteria would be discovered!

I went back to the desk to request a room change. 2nd room...same thing. At this point I am going to be late for my event. The women I spoke to the most told me to keep my things there and when I returned I would have a new room. Ok...great.

Well they finally put me in a room that only had a slight smell that I could handle without choking. PROBLEM...where is my luggage?! I tried to call the desk and ask, but the phone is completely dead. I walk down to the desk and they insisted that they did not have it and I must have put it in my car. I promised them I did not. I am now getting nervous bc I need a device in my bag for a medical condition. The women who originally checked me in actually threw her hands up in the air and asked another staff member to help me, (lovely housekeeper) bc she could no longer “deal with me”...was this really happening!

I continue to go up and down from the 3rd floor bc of my non working phone which the new girl in training said “you just don’t know how to use it” what! Lol. This went on until 2am. The new girl actually said “listen you can call the cops and have them search bc we don’t have it”.

As I am walking back to my room a young angel named Nigel (employee walking the halls) asked if I was ok and if he could be of service. I told him the situation and this young kid found my bag in less than 5 mins! Thank you Nigel and housekeeping for your kindness. No apologies from the desk staff for their multiple insults.

Oh and they asked me to pay when leaving, but I already paid online! Lol. Thank God a young man named Joe stepped in and corrected the situation in a second. I wish he was working during my stay. Note: It was confirmed when I was checking out that sure enough my phone WAS actually broken...lol. Yes..I know.

PLEASE Wyndham...have Nigel, Joe, or housekeeping run a customer service training for your desk employees, because it was a really...

Either the staff steal or they have a horrible security system. Either way, you probably don’t want to stay here.

We parked right by the door in a well lit area and our catalytic converter was stolen.

I believe it was stolen by hotel staff. Here’s why I think so: We checked out of the hotel after our stay and turned on our car. It made a terrible, loud motorcycle-like sound (typical for a car with a missing catalytic converter) and when I looked under the car I could see that a wire had been cut. This was very odd considering how close we were to the entrance (in plain view of security cameras).

RED FLAG #1 I told the staff and the desk worker said that she was surprised and “nothing like this ever happens”. Then the police officer arrived. He walked right up to the desk and told them that they needed a better security system because he has to come by this hotel too often.

RED FLAG #2 The staff insisted that the catalytic converter must have been stolen BEFORE I arrived to the hotel…which is impossible because the car makes a very telling sound when missing the catalytic converter.

RED FLAG #3 The security system supposedly did not catch any footage of my car’s catalytic converter being stolen. I was able to watch the recording after insisting, but there was footage missing around 1am and 2am. The manager explained that this is because the camera is motion sensored. However, I don’t understand how the camera’s sensor managed to be alerted when I arrived and checked out of the hotel but not while somebody jacked up my car (The mechanic and police officer both confirmed that my Prius’s catalytic converter could not have been stolen without a jack- making it a relatively elaborate operation). HOW DID THEIR CAMERA MISS THIS?

Needless to say, I will not be...