Ramada by Wyndham Tulsa — Hotel in Tulsa

My recent experience at the Ramada by Wyndham in Tulsa, Oklahoma was extremely poor. My brother and I were driving into Tulsa from Chicago, and during our trip, we were delayed for hours due to an accident on the interstate. We called the hotel around 5 PM to inform them about the situation, explaining that we would likely be checking in around 3 AM, well past the designated check-in time. The person I spoke with on the phone was extremely sweet and accommodating, assuring us that she would put a note in our reservation. However, upon arriving at the hotel at 3 AM, as previously informed, we were met with an unwelcoming and uncooperative front desk worker named Shamya. She refused to check us in, stating that she does not check in guests past the designated check-in time. If this was indeed hotel policy, we should never have been given false hope by the earlier staff member. Additionally, a phone call informing us of the policy would have allowed us to make other arrangements. To further exacerbate the situation, Shamya admitted to seeing the note from the previous staff member and canceling our reservation without any notification. She explicitly stated that she canceled our reservation solely because she did not want to deal with the paperwork late at night. This is highly unprofessional and contradicts standard hotel procedures, where paperwork does not have a strict time frame and can be managed as guests arrive. Shamya's behavior towards us was appalling. She repeatedly referred to us as "kids," despite her own unprofessional conduct, which included frequent use of profanity. Her disdain for "online people" is particularly ironic given that most hotel bookings are made online. This was the worst customer service experience I have ever encountered at a hotel. We were left without accommodation for the entire night due to Shamya's actions. If the hotel's policy is so strict that guests cannot check in past a certain time, we deserved clear communication from the initial staff member or at least a phone call or email notifying us that our reservation had been canceled.

UPDATED REVIEW: I rarely write reviews, and my original post was the first one I've ever written because I was so disappointed with this situation. However, I wanted to follow up on the owner's response as it seems he did not fully understand my original message. In my original post, I stated, "We called the hotel around 5 PM to inform them about the situation," referring to being stuck on the freeway for hours due to an accident that closed all lanes. This means I did not contact a central reservation website as the owner suggested, but rather, I spoke directly with his hotel's front desk staff member. Instead of informing me that they could not accommodate a late check-in due to a 12:00 AM check-in cutoff, the staff member told me that it was fine. Had I been told "no," I would have respected the policy and made other arrangements. My issue is that I was assured we could check in late, only to arrive after hours of driving and be told otherwise. Additionally, I'm confused by the response claiming there was never a note. This seems odd because your staff member, Shamya, admitted to seeing the note left by her coworker at the front desk. However, you are now saying there was no note. Furthermore, I am disappointed that you did not acknowledge the frequent use of profanity by your staff member. This behavior is highly unprofessional and added to our unpleasant experience. Finally, could you please clarify where on your website it states that check-in is only available until 12:00 AM? Despite your claims that it's posted on all your websites, I and many other customers seem to miss this information. I would greatly appreciate it if you could direct me to this specific detail. When I checked your hotel website and clicked on hotel policies, I only found the pictures I included below. I recommend updating your website to clearly state check-in times as 3:00 PM - 12:00 AM. This would likely help your business receive fewer...

DO NOT STAY HERE! I booked this hotel a month in advance based on its ratings only to be completely disappointed with the worst hotel experience I've ever had. When checking in, my card was charged before telling me what my total was. When I got the bank notification on my phone, I noticed that it was more than my reservation total was on my email. I questioned the total and the two employees checking in at the front desk could not tell me why my total was more expensive and told me that i needed to "take it up with their manager". I went to my room and could not let my daughter in the room because of how badly it smelled of weed. I couldn't even hang my clothes up because of the smell. When I told the front desk about it, Wayne (employee) walked into the room and said he couldn't smell anything because he "has a bad sniffer" and sprayed air freshener one time before walking out again telling me to "take it up with their manager". I was never offered a new room or any type of solution. When I went to grab a towel, I noticed blood stains and clumps of hair in the towels. A total of 7 towels were this way, when I went to show the front desk, I was given 4 new towels and not a word was spoken by the front desk employee (Wayne). The ice bucket had black mold and stains all over it along with mold coming out of the ice machine when ice was gotten, when staff was told it was again dismissed. Yet again when the staff was made aware, no solution was offered, just "take it up with the manager". By the end of the stay, a list of complaints were made to discuss with management including : unprofessional staffing, blood stained/hair on towels, sticky floor, mold in the ice bucket, mold in the ice, blood stained sheets/blanket, toilet not having water in it to flush and having to manually pump water into the bowl to flush, bathroom outlet tripped every 2.5 minutes when used. I finally stopped complaining to the staff each time because I was getting nowhere and was told to call management. After being told there would be a manger on site Saturday 7a-3p, Sunday 7a-3p, then told no manager is ever on site on the weekends and I have to call at 7a on Monday. Which of course when I called at 7a on Monday, was told she wouldn’t be in until closer to 9a. I have called management 6 times and still have yet to get a call back. I called back this last time being told Christina (manager) would be in at the time I called and Justin (employee) told me "She is in a meeting talking to important people. Here's her voicemail" and proceeded to...

Booked 5 rooms 2 hours out from arrival (about 11pm) when booking on the Wyndam Rewards app there was nothing stating that you could not check in after midnight, however upon arrival we were greated by a very ignorant girl named Shamya, who refused to check us in, at first she stated our reservations had been cancelled, however after going back and forth with her for a while she magically "found" the reservations yet continued to refuse to let us check in, stating that her manager told her she's not allowed, she also blamed her co-worker for "canceling" our reservations. This hotel left 10 Canadians stranded without a place to sleep at 2am in Tulsa, Oklahoma. Without even a phone call to warn us that we would not be able to check in after midnight. Oh and the Kicker? They happily accepted our money and have yet to issue any refunds. After reading other reviews similar to ours, I think the common denominator is clear. Shamya is ignorant and rude and needs to stop working in customer service. I stay in hotels 250-300 nights/year and this was by far the worst customer service I have ever experienced, I also regularly check in after midnight, sometimes as late as 4am with no issues. Thank God the Motel 6 a few blocks down was happy to have our business, and they were extremely friendly, accommodating, and clean. I highly recommend anyone considering this hotel to choose elsewhere. Due to horrible customer service alone.

Edit for owners reply:

I am looking at your listing on the Wyndham Rewards app as I type, which is where I booked through and nowhere in the hotel policies does it say you cannot accept check-ins after 12am I have attached a screenshot to this review as proof, I stay at hundreds of hotels every year and any time I've shown up after audit they already have me checked in and keys waiting, or at least had the common courtesy to phone me and ask if I would be arriving so they could do whatever they had to do to make sure I had my room. The fact that you couldn't have the decency to phone and let us know that you were canceling the rooms is just a horrible way to run your business, do you know how hard it is to find 5 rooms for 10 people at 2 or 3 am when you leave them out on the streets? And you mention if I called the front desk they could have moved my reservation to the next day and accepted an early check in? Well how come she couldn't just do that when we got there? Also I've never seen a hotel that does Audit at 12am, it's never...