Wyndham Garden York — Hotel in West Manchester Township

I recently stayed at the Wyndham hotel, and unfortunately, it was by far the worst hotel experience I’ve ever had. The root cause of this terrible experience was the unprofessional customer service provided by Ashley, who claimed to be the manager. Let me share the details of our ordeal:

Misleading Reservations: We had made reservations back in February, for a specific area of rooms on the first floor by the pool. Ashley confirmed this over the phone, assuring us that we didn’t need to pay beforehand and we would get those rooms. We even reconfirmed a week before our stay, and Ashley reiterated everything was good to go for those rooms. Also Ashley’s false claim of being the manager was both unprofessional and deceptive. Guests rely on accurate information from hotel staff, and her behavior eroded trust.

Check-In Nightmare: Upon arrival, we were shocked to find that our rooms were not on the first floor as were reassured but given away. Ashley was unhelpful and rude, claiming there was nothing she could do. When I asked for the manager, she insisted she was the only one and handed me the personal cell number of the GM instead of a corporate or business number. Calling a stranger on their personal line wasn’t an acceptable or appropriate solution.

Lack of Compassion: Instead of assisting us, Ashley seemed more interested in canceling our reservations. We weren’t seeking compensation, just the rooms we booked and were guaranteed by Ashley. She didn’t offer any discounts or even an apology. Ashley’s rudeness and unprofessionalism left us feeling frustrated, disappointed, and even stressed. Instead of being greeted with warmth and hospitality, we encountered hostility and indifference.

Room Allocation Chaos: Ashley gave our rooms away to a group that had already checked in. How is that fair? We were left with second-floor rooms far from the pool and not even close to each other. Our kids were devastated. The fact that Ashley confirmed our reservations for first-floor rooms by the pool and then failed to deliver on those promises was deeply unsettling. We had specific expectations based on her assurances, and she shattered them without any remorse

Insect Infestation: To add insult to injury, our rooms had ants, stink bugs, and clogged toilets. Not exactly the relaxing stay we had hoped for. Ashley’s Unprofessional Behavior: Ashley’s behavior was appalling. She lied about being the manager, failed to address our concerns, and even asked where I worked and wanted to know all my information. Her focus was on getting rid of us, not helping guests. Ashley’s inability to find a solution or offer any alternatives demonstrated a lack of problem-solving skills. A good hotel employee should be resourceful and willing to assist guests, especially when faced with challenges. Ashley’s focus on canceling our reservations rather than rectifying the situation highlights her self-centered approach. Instead of prioritizing our needs, she seemed more concerned about her convenience. She even called her mother during this time to talk with her instead of helping us.

Victoria’s Honesty: The only bright spot was Victoria at checkout. She admitted she was just a front desk worker but was appalled by Ashley’s actions. Unfortunately, there was no manager on duty during the holiday weekend.

Wyndham’s lack of care for its guests and Ashley’s unprofessionalism have left us deeply disappointed. Families looking to stay together or reconnect should consider other options, perhaps Hilton or Marriott, where guests...

I stayed in this hotel (Wyndham Garden at York PA) from Aug 7th to Aug 19th 2022. I reserved this hotel through the Expedia and I have paid the room charge in full before I checked in on the Aug 7th. I am really disappointed about this hotel. My colleagues and I would never stay in this hotel again. Period.

Room Condition: When I checked in the room, I have found that there are something ‘unknown’ beside the garbage bin inside the washroom. I tried to clean it with the toilet paper. It turned out to be worse. The ‘dirt’ just spread out on the floor. No matter what it was, was the hotel supposed to clean the room before the guest checked in? The floor was so dirty. I borrowed the mop from the house keeper to map the tile floor (at the room entrance and the washroom). The mop was all black. I did buy some paper towels. It turned out I needed to use the paper towels to wipe the floor so many times until the paper was NOT black. Not sure whether the hotel ever cleaned the refrigerator, the tray inside the refrigerator was sticky.

Customer Service I have tried to use the printer to print out my boarding pass at the business center. The printer had no response. I then asked the receptionist whether the printer was working. The receptionist told me bluntly that the printer was not working. I told her that the hotel should put an ‘Out-Of-Order’ label at the printer. What happens if the printer was good again, the print job would send out the guest’s confidential document to the printer. The receptionist lady said, ‘You don’t have to tell me 5 times’. I asked her name and she told me that she had ‘No Name’. This lady was totally not fit to work in this hospitality industry.

Charge for no reason I have already paid all my room charges through Expedia before checked in. I checked out at 8 am on the Aug 19th. The room was in clean condition and I didn’t damaged anything. I have even cleaned up the room for the hotel before I left. I never consumed anything at the restaurant. On the Aug 20th, I have found that the hotel charged me US 55 (Can 73.43) at my Visa Card on the 19th Aug. I called the hotel to understand the reason of the charge. The receptionist (not the one I mentioned earlier with the bad manner) told me that she didn’t know. There was a reason code 9010 which is ‘unknown’. She would verify for me. On the Aug 21st, I called again and the receptionist told me that the charge was a mistake and it would be corrected. On the Aug 22nd, instead of credit me back the false transaction, the hotel charged me another US 55. I could not believe how the hotel was handling any administration matters. On the Aug 24th, I called the hotel and the reception connected me to the VP of the hotel. The VP promised me that he would rectify the charges. I gave up on the hotel. On the Aug 25th, I called the credit card company to dispute the transactions. The credit card company has performed an adjustment for the 2nd false transaction. (It was because the credit card company has found that the hotel has placed the credit for the 1st false transaction) Finally, the hotel credited me back the 1st false transaction with US 55 (Can 69.51) – I still lost the difference of the currency exchange. The 2nd transaction was ratified by the credit card company. I have spent so much time to dispute these false transactions which it was not my responsibility.

I had so many business trip and stayed in many different hotels. I can say this was my no.1 worse experience...

This is a hotel that features their indoor pool. Many hotel rooms are directly off the pool area surrounding it on multiple floors. We were assigned a room around the perimeter of the pool, on the ground floor, which initially we did not necessarily have a problem with. You do sense this walking into the room because it was mildly humid and smelled faintly of chlorine, but overall the pool seemed to aesthetically be more of a positive than a negative. Our first night, after a long day out, we noticed noise from the pool, but it all seemed to wrap up at a reasonable hour so it was not a problem. Our second night was Saturday night, and the pool was very active when we returned to our room around 10pm, which wasn’t necessarily an issue. But at 11:30pm, it’s still noisy, so I called the front desk and was informed the pool should be closed and they would send someone down to enforce the rule. At 12:15am, it is still extremely loud at the pool- a group of people laughing, talking loudly which ultimately echos in that huge space. I’m questioning, “did they actually ever send someone down?” Again, I call the front desk about the noise, and I’m informed the common area doesn’t close at all- that they have “quiet hours”, which apparently they don’t bother to enforce. Ultimately I end up confronting the people in the pool area for being too loud, that they don’t realize how loud they sound, but their laughing and talking and the extent that this echos in the pool area, are carrying into the hotel rooms and interfering with going to sleep. I did let the desk know that I was upset that their lack of handling the situation more effectively resulted in a situation of one guest’s need to confront another. Other than an apology, they didn’t seem to really appreciate how this can impact their guests. We actually had to drive 6 hours home, exhausted, after a night at this place. To note, we’d travelled with a group, and some of those rooms were also assigned on the pool. They had let me know their experience in the morning that prior to 12:15am, they put their TV’s on or put their AC units on with the plan of falling asleep with them on- that these choices were their strategy to drown out the noise from the pool area. To note, they were unable fall to sleep until, they reported, around 12:20am, the pool noise stopped. My suggestion- if you must stay there- definitely recommend to NOT stay in at a room...