Ramada by Wyndham Temple Terrace/Tampa North — Hotel in Temple Terrace

If I was Wyndam I would be ashamed to have my name associated with this hotel. I have never had so many issues on a vacation or with a hotel. First off we reserved the room a week in advance online. We show up on Friday evening to check in to the hotel for our 4 day 3 night stay. We wait in a long line . There was only one woman checking in guests, and there was a line of at least 6 or 7 groups of guest trying to check in. The lady (April) was staying very calm, nice and courtesy of each guest. It is my turn in line and I state reservation for(my last name). She says could it be under another name. I say no, my husband shows her the reservations/confirmation. You hear a woman behind the wall say we are over booked and some reservations were cancelled. I speak to initial woman at counter and say how could this be, we have a reservation. She says we have no rooms. I am calm but upset. I say we drove this whole way and took 4 days off work and now we have no room on a holiday weekend. The manager behind the wall to the right, is saying it is our fault and we should have made sure we had paid up front and had confirmation. Funny thing is we had confirmation and it stated pay upon arrival. She then still behind wall is blaming us. She was so rude and unprofessional. With the long line she never tried to help her employee. The nice woman April says we can get you a king with a pull out. We say we will take it we pay in full with deposit and head to the room. We walk in and there is no pullout for kids to sleep on and smells of smoke . I nicely call and tell her about mix up and ask for a cot. She says my manager says we have a cancellation and we can get you a double which is what we reserved, because of the two kids. We wait in long line again another 5 guest or so. Get keys and go to room. As soon as we open the door the strong musty odor hits you. It smelled of mold. My daughter is allergic to mold and gets respiratory issues when breathing it in. With all of the issues and no other options we thought we would go buy some moisturizer collectors and odor absorption for room. As well as try to stay out and about as much as possible. This was not the only issue though. There was a hole in the tub which means water was leaking under floor, there was so much moisture in the room everything even sheets felt damp, as well as the TV sound worked only a fraction of the time. So the kids watched cartoons with no sound. We stayed though the 1st evening, night, and next full day/evening. Saturday (2nd day) it rained non stop all day. Which means we were stuck in the mold/moisture filled room. I went to ask for towels and wash rags because they were short staffed. When In the lobby I over hear the same nice lady (April) speaking to another customer. I had seen her at 6 am and it was 8:30 pm at night. I over heard she was working till 10pm. I heard they were short staffed in all areas unfortunately. That’s two full shifts and all on her own, WOW Wyndham. I asked her name because she is the only saving grace for this hotel. She is what kept me calm. She should be the manager no doubt. I told her that when we check out on Monday someone needs to take a look at the room as there were a few issues. She jumped right in to assist. She got me additional towels and wash rags. She also offered to move us rooms as someone cancelled. We agreed and moved everything. So we are all unpacked and go to heat up some food and the microwave starts catching fire. I run downstairs to front counter. It was after 10, so another associate is working. I ask if I can get another microwave. She too was the only employee. I offer to swap microwaves from my old room to new and vice versa. I return and realize there are no sheets for the pull out bed. As well as there was a ton of rotten food under pull out. I just gave up after that. This hotel ruined our vacation experience. I am so disappointed. I will let everyone to steer clear of Ramada...

While trying to determine whether I had an ESA or a service animal, a woman at the front desk directly asked, “What is your disability?” This is a clear violation of federal law. Under the ADA, hotels are not permitted to inquire about the nature or extent of a person's disability when requesting accommodations.

I calmly informed her that my health information is protected under HIPAA, but she insisted it was not. I told her it was none of her business and that I had a doctor’s note. She continued to argue, speaking over me repeatedly in an aggressive tone. As a veteran, I found this not only disrespectful and discriminatory, but personally offensive.

She also had the audacity to question whether I was in the military—after being shown an official government ID. That level of arrogance and ignorance is unacceptable in any business, let alone one serving the public under federal compliance requirements.

I left immediately. This company clearly has not trained its staff on ADA compliance, and until that changes, they are open to legal risk.

⚖️ UPDATE (04/15/2025): I am now in the legal process with Wyndham over this incident. Since they still don’t know the law, I feel obligated to share it publicly to expose their arrogance and complex ignorance.

"Under the Americans with Disabilities Act (ADA), hotels and other public accommodations are not permitted to inquire about the nature or extent of a person's disability when they request accessible accommodations."

"There are limited circumstances under which certain inquiries are allowed. For example, regarding service animals, a hotel may ask: • Is the animal required because of a disability? • What work or task has the animal been trained to perform?"

— Quotes from ADA.gov

This Wyndham employee violated every single guideline:

❌ Asked about my specific disability

❌ Demanded HIPAA-protected information

❌ Argued loudly and publicly

❌ Interrupted and disrespected a paying customer

ADA Guidelines (Title III) – What Staff Can and Cannot Ask: ✅ If the animal is required because of a disability ✅ What work or task the animal has been trained to perform ❌ The guest’s specific disability ❌ Any documentation or proof ❌ That the animal demonstrate its task

“What is your disability?” is not one of the allowed questions. Asking it is not only discriminatory, it coerces a person to reveal private health information in public—another violation.

How do you break federal law and provide terrible customer service at the same time? Running your mouth on google just makes things worse and exposes your companies ignorance. I will forever use this as a reminder to your company how out of tune with reality you are.

🔗 ADA Title III Regulations 🔗 ADA Archive - Public...

Every Friday night for over two years I have stayed at this hotel and not once have I ever had an issue especially not with the front desk but Friday night 3/15/19 Mr Samuel Hendry decided it would be my first time. I came in as usual to check in around the same time and the lady not sure what her name is because she is new told me I didn’t have a reservation I told her that I did and as I went to show her my reservation I had just received an email saying it was cancelled so I said it can’t be because I made sure earlier I had it. Well Samuel went on to say he cancelled it because my card did not go through I told him I never pay with the card it is only on file to guarantee my reservation I even said I mean if you seen the card didn’t go through a courtesy call would have been nice atleast, I stayed quiet as I was waiting on the lady to find a room because apparently the one that was reserved for me was booked Mr Samuel chose to continue saying little smart remarks after I told him I would be calling the manager to inform him of what happened, several times I told him all the extra nonsense wasn’t necessary but He kept on mouthing away while another customer was in the lobby saying your right a courtesy call would have been nice but it wasnt and your card was declined I again repeated that all the extra nonsense isn’t necessary and told him again I’ve never paid with a card and I always book my room and arrive around the same time with no problem and he said yea and a lot of people not only reserve but pay a lot of money for them to have a room as well so go ahead and call and speak to whoever you want I can care less. Again he is not the one checking me in or looking for a room it was the new lady I was not talking to him but he felt the need to have something to say after anything I said, so I asked the lady for his name and he repeated it 3 times spelled it out and gave the lady two cards one with Allan Keller and the other with Blanche Wade and told me to do whatever because he didn’t care. Not only was what he did unnecessary but it was also very unprofessional I ended up in a room with a very small bed because the only king size room they had was upstairs and because of my hip surgery I can not go up stairs. Don’t get me wrong the room was very clean and nice but way to small especially the bed for a couple.I have been coming here way to long and wouldn’t like to stop coming here just because an employee thought it was cute to mouth off a customer regardless what the situation is he didn’t have to say what he said especially not in front of other customers. I don’t want to give them a bad rate because i love staying there and never had an issue besides this issue, I emailed both managers but no one has...