Wyndham Visalia — Hotel in Visalia

CANNOT RECOMMEND - ABUSIVE NIGHT MANAGER CHASED MY DISABLED SISTER AND MYSELF AND OUR 5 CHILDREN OUT OF THE FACILITY.

My sister and I were traveling with our children, returning from visiting our parents. The hotel we had stayed at on the way there had added fraudulent charges to my sister's credit card - so while on vacation we had to cancel the card to avoid the fraudulent charges.

Before we left for home, my sister called Wyndham and explained to them that she did NOT have a credit card with enough balance to cover the cost of the 2 rooms we were booking, but she did have another valid credit card that could be used as "security" but we would be paying cash. The person who took the booking assured us it would be no problem - they would not be charging the card if we paid in cash, it was just to secure the booking.

My sister has stage 4 breast cancer and she is legally disabled. She has had a double mastectomy, a complete hysterectomy, a morphine pump installed and uses a cane or a motorized chair typically to get around. We drove for almost 10 hours that day with 5 children in tow. We arrived late in the evening - I am guessing around 8pm. We had picked up KFC and were exhausted and just wanted to get to our rooms and feed the kids and go to bed with plans to swim in the morning before we headed out on the last leg of the trip.

When my sister tried to check in they refused. They said they HAD to charge the ENTIRE amount to one credit card. She could not pay cash. We had over 2k in cash - we could have paid ANY deposit they required - and OFFERED to. We explained we had been told it was no problem, she is disabled, we have children and have been traveling - its late. She didn't care. She wanted my sister to call her husband, have him receive a fax, give his credit card info over fax and sign documents at 8pm. They don't own a fax machine.

I walked in in the middle of the conversation and asked my sister what was going on. She was in tears explaining to me what was happening when the horrible manager BUTTED in and told me they wouldn't let us register and was rude and abrasive. Then my sister said - you know what - forget this and turned to leave. The "lady" started SCREAMING at us to GET OUT or she would call the police. We started ushering the children out of the lobby as she continued to SCREAM and LITERALLY CAME FROM BEHIND THE DESK SCREAMING TO CHASE US out while she YELLED for the other people to CALL THE POLICE. I turned around and said - we are leaving, but i need your name so I can file a complaint. She said GET OUT - CALL THE POLICE GUYS, CALL THE POLICE! And retreated to hide behind the desk. I again said - we are LEAVING (at this point my sister was hobbling out the door already with the children) BUT I need your information so i can talk to your manager. She just continued YELLING for the police! So I took my phone and took a pic of her so I could identify her to whomever was necessary - she then started screaming that I was not ALLOWED to take pics. I said - I don't want to, but you won't give me your name. I then left as she continued to scream at her staff to call the police.

We ended up calling Wyndham, with my terminally ill sister HYSTERICAL, from a gas station in the middle of the night - and the only help they could give was to say they could find us a room at a super 8 another hour drive away. NOT a comparable hotel and NOT close. And they DIDN'T CARE that their staff had mistreated us. Then they put her on hold for 30 mins.

If there was some policy about the card, we should never have been told it wasn't a problem or had the rooms reserved. We would have looked elsewhere. And upon arriving and learning of THEIR mistake, she could have made accommodations - that' what managers with any REAL power (not just imagined) do. And if she COULDN'T she COULD have been apologetic....

The only saving grace was that the room was okay at best. When I had arrived at the hotel, I was apparently a few hours early for check in. I had just gotten done driving all night and was incredible exhausted. The hotel wanted me to pay a full days rate for that couple of hours. Any questions I tried to ask the representative seemed to have triggered something for him to be extremely condescending and look down on me. I refused and had to find a place to hang out for this time. He did take my info and reserved the room for me putting a hold on my card. When I got back to the hotel there was a different set of employees who checked us in and essentially had the same haughty attitude. When we got to the room, I showered and laid down to nap for the afternoon. As soon as I started to fall asleep someone walks right into our room. I left happily the next day as I was not trying to stay any longer. The price of the room is why we went there. I found it on google listed for $89. With a military discount on top of that, the room was in the $100 range which did not make sense to me. The room was charged to my card and the reservation was dropped from my card. After a couple days, being time to leave my destination, there ended up being another charge on my card about $30 more than the room cost itself! This was my gas money home. So I called the hotel to find out what was going on. The CSR told me they only had the room fee collected, and to wait to couple days. Okay fine, I made it home with what little money I had in my pocket from the trip. Sure enough, yes a few days later the fee was dropped from my account and ANOTHER fee was on my account for the cost of the room. The hotel held my money up for almost a week and a half, with no remorse or help to resolve the issues. When I got home I emailed my story to corporate and customer service, with only a reply of we will send an email to the GM of this branch to resolve the financial issue. I went further into detail explaining that it wasn't just the money but the customer service over all, this is the email I received this morning. Hello James, Thank you for contacting Wyndham Customer Care. We value the opinions of our guests and evaluate each message, suggestion and comment to find out how we can better improve our service to you. We strive to provide services that guests find timely and helpful. Your feedback helps us understand the kinds of services our guests appreciate as well as areas in need of improvement. You deserve and should rightfully expect world-class service from Wyndham, including courteous and efficient handling of inquiries and consistent resolutions for them. With our specialists and supervisors being the first point of contact for our members; the service experience they provide is vital to guest satisfaction. Again, your feedback will help us identify the opportunities where we can focus on making improvements. Thank you for taking the time to share your experience with us. We look forward to serving you in the future. Thank you for your interest in Wyndham. This is unacceptable! I will not be staying here again and will post this review on every site I can find. All of my friends and family will know across the country. Worst hotel experience I've...

I only recommend for someone who is 'almost die level and i don't care any, just need space to sleep' situation traveler. Last night I was only "pretty very tired" grade, so I feel, it is very disappointed, one of the worst night in inn. 3 reason i booked this one, the first was easy to access from highway, second, nice reviews, the last one is bigger size room than other competitors near by.(at least on website,expedia, it should be the bigger than other ones around. I compared around 5~6 others. And this is the bigger size than others)

I drove almost 5 straight hours, so I was really tired when I was in there, around 10 pm, the front guy, 'David', was very dry and not nice attitude at all, didn't say even 'hi', or 'welcome'. It was okay though, because I also very dry due to tiredness. He send me to other building, like 'end of the main building and I don't want to let you in main place, so go away'. It was okay, because I was very tired. It was pretty far and out of the place. My wife complained, and she said, even we paid same amount of money, why we have this! Almost have big argument, but we were OK, because both very tired.

The buildting was very old and creepy, and the room was very tiny(expedia has to change the information on their web page!!) And inside appliances are from 80'. Wall heater machines was screaming whole night with noisy sound, control panel on the wall is also doesn't work, but! I was only very very tired, and really don't want to go to ask change room , because was out of the place, very far from main lobby. (If it was planed by staffs working there, their plan was worked) in the middle of night I wake up to find switch for wall heater and plug off due to that nightmare sound. Shower booth sink was almost clogged and their restroom door made sound.

But I was pretty tired. Even though their queen size bed is one of the smallest queen size, but it was okay. Because I was very tired. But I still don't understand how they got so many good reviews. Did they have different level of room? Or services from other staffs?

Now 5 am. I woke up, and situation make me to write this for future travelers. If you are 'almost die' tried one, maybe okay. But if you are just very tired,like me, highly recommend to use more popular chain around. (Even the price was not that good. You might don't want to spend around $200 for this creepy inn.)

I'm still tired, due to room temperature and restroom(door make sound! And the fan in restroom, it is one of the worst one, too) if you want to be relaxed and refreshed from sleep, this place might not the best...