AmericInn by Wyndham Wisconsin Dells — Hotel in Wisconsin Dells

If I could give 0 stars I would. The first room I checked in had urine stains on the bed sheets and the toilet seat was broken. I reported this matter, and was moved to another room by Renyce (Ren). In that room, I noticed one sheet boasting a urine stain and one light that was out. I notified Ren, telling her that the room is better, but need to address the stained sheet and the light. She then said, "So what do you want me to do? It sounds like you're not going to be happy and just ready to check out." I told her that I wasn't saying that, but needed to resolve those matters but with the attitude presented, I would need to speak to the manager to move forward for our holiday weekend. Ren then got me with the manager, Travis Wilson, the supposed GM. I was explaining the issue to him all still while on my cell phone, then he just disconnected the cell phone and called the hotel phone out of nowhere like nothing happened...This Manager was very short and abrasive, telling me that I just need to take my bags and check out as I was trying to just politely explain the reason I was not comfortable here. He told me to come to the lobby where he would provide the information of a $0 charge. I entered the lobby and asked for a print out, ensuring no charges. He provided me with one and said it says $0 in the total, so you will not be charged. I proceeded to tell him how I don't understand why I'm being treated this way and he interrupted me with a dismissive and superficial farewell. I asked for his full name and he said he couldn't give his last name, though the business card in front told him presented that he was Travis Wilson the General Manager. I received an email the next day, detailing charges for the stay. Travis then did a 180, stating that they don't provide refunds, though he said it was a $0 charge when I asked him that day as I never stayed in any rooms since they were not up to par. I followed up and spoke with Ren again on the phone who kept questioning who I was and why I wanted to speak to Travis. I advised we had discussed a matter previously and that he was to be addressed since he is the GM and that is who I need to speak with. She paused and said okay. Then she placed me on hold and disconnected on me. I then called back 4 times with no answer. The fifth attempt, Zayne answered and still questioned why I want to talk to Travis. I explained the same way to him as I did Ren where he put me on a few minutes hold and came back to state that he can not get me with him with no reasoning behind it. When I questioned this, he then said he won't provide any information for Travis Wilson at all, which is odd as the GM is to handle matters like this, especially when you spoke with them. I don't know what kind of special friend he may be to him, but I assured him I do not need anything but to get my matter resolved. He continued that he wouldn't so I advised this can be reported, as it is and will continue to be moving forward, and bid him a good day. I then get a private call that my phone screened, and it was Travis Wilson. He proceeds to say he is at home an not at the hotel but heard of my call. Then he asks for a confirmation number, as he can look it up at home. I waited and over 5 minutes had passed. He claimed he was still trying to get into the system. Advised him that I am still waiting where he then said he can't get in, so basically just wasting time, as it looks like he was never going to get in as he is at home and I heard no typing of the sorts. He kept asking information that would be found with the confirmation number but stated he can't do anything today but can call me tomorrow on it. I advised I can call and we can go over this information together and to let me know a good time. He said it won't work like that and he can just disconnect. I advised I am going to move forward with my reports as I can also have someone go up there and get this resolved, I think I'm going to take it a few steps further. If you don't respond how Travis wants he wants you out of the hotel, like a...

FACTS AND TIMELINE I purchased the rooms from Google hotels and a third party provider I was told there was a resort fee when I called to confirm the reservation (by random employee #1) I was told and used my credit card at check-in for the resort fee (by same randome employee #1) At no point during check-in was any details about how to get into the resort provided or wrist bands to that effect On the next night, I wanted to check out the resort and went to the front desk to ask how we will get into the resort. Random employee #2 said we didnt have the charge on our account so we cannot access the resort. I then told her that this was strange as we used our credit card at check-in for the resort fee. She then told me that the resort fee was optional for guest that didnt want to go to the resort. This is contrary to what Ive been told. Here, two random employees are telling me something different and I prefer not to go to the resort. So, she "took" it off our bill and told us to get a final receipt at check out to confirm. The fact here is I was fine to go to the resort since I assumed I PAID FOR IT and was told something contrary in good detail by random employee #2. Any reasonable person would assume that random employee #1 just made a mistake and random employee #2 corrected the error. On check out, I ask for a receipt from random employee #1 at which point he told me it was just the resort fee remaining. I told him that the previous night random employee #2 said it was optional and she took it off our bill Now here is where the gaslighting and whatif-isms go insane and was the rudest most dismissive customer service I have ever seen. Random employee #1 told me he was the general manager as if I knew that somehow from some magical name tag and that he was right and the other employee was wrong. He assumed that I knew he was the general manager RIGHT from check in and assumed that I should have trusted his word. Like, before check out they were both random employees with different policies. I think he really assumed I was suppose to know he was the GM. The fact is we paid for something that we did not use. Originally, we intended to use the resort as it was included then told something entirely different and told it was removed from our bill so we didnt go to the resort and then told it was part of the bill.

Listen, everyone makes mistakes that is fine. I am not complaining about that. I am complaining about the dismissive demeanor and gaslighting from the GM about my complaint. We paid for the resort fee and was not able to use the resort due to an error from employee #2. Absolutely no compensation was given but rather the GM literally ask me why I would assume there was not a resort fee. Well, maybe because I was told there was not the night before. I told him my feedback to avoid this situation more details about how to get into the resort at check-in would be nice as I would have grab the bracelets then. But, he then goes and gaslights me about how the hotel pays $49 for each bracelet for the resort (irrelevant). He then goes on and on about how he is the GM and there were no complaints before about this (gaslight). Then he goes and blames me for buying from Google hotels and not the actual website... Then he goes on about why I didnt trust a GM policy but prior to checkout he was random employee #1. He then gaslights again and saids guest have to ask for resort bands as general policy of hotels (not true as Wildness they were provided at check in). I work in customer service area too and to me the hotel was clearly wrong but the GM keeps insisting that I somehow forgot the resort fee (which I did not) and that the hotel loses money (irrelevant).

FACTS, I paid for the resort, wanted to go, and was told I didnt need to pay for it so I didnt go. Then at check-out was told I actually needed to pay for it. Then gaslit when I made a suggestion to avoid this issue. If the actually owner wants to talk about this please provide me your email and I will get...

I stayed here on the first weekend after Memorial Day so it was pretty slow in the Dells. I stayed for four nights. The good/great. The entry was immaculate. The staff were super friendly. I think they were short-staffed but they held their own. I had called ahead of time and got an upgrade and an extra night at a great price. The woman on the phone was wonderful. I stayed in the hot tub suite. The room was very clean. My only complaints were that the sheets were too small on the bed and kept popping off, but the bed was comfortable, won’t comment on the pillows as I am a pillow snob haha, and the lighting was dim which was only an issue for the girlfriend putting on make-up and reading. The mirror was awesome. There were no funky smells anywhere in the hotel. The pool was nice and heated. The hot tub was actually hot. I didn’t check out the bar area personally but it looked fun. I would 100% stay here again… but 5-Stars without the following. The bad. Don’t count on breakfast. I have stayed in many Americinns and have come to expect a pretty decent breakfast. I was greeted by a black and white sign in large bold capitalized text that said “Strictly observed only two servings.” This really put a damper on all the good. What is a serving of powdered eggs?? I knew before even checking out the breakfast that it was going to be slim pickings. I was right. As advertised were biscuits and super thinned-out gravy. The sausage was good but very limited. Waffles were great. Not a piece of fruit in sight our whole stay. I don’t care but if you advertise it, have it. There were only a couple of yogurts. Short on butter. Bagels sometimes. English muffins once. Cereal but milk was sporadic. The staff tried to be accommodating when asked but there was obviously not a breakfast person. I know people suck and eat too much and waste food but it is a law of averages and some will eat little or nothing and others will eat too much. It is part of doing business. One of the days there was no seating so we were going to sit by the fireplace only to find another printed big bold all caps sign that said absolutely no eating. Again people can suck and be messy but it was uninviting. We were told when we checked in that breakfast was from 6am-10am (also on website). We went down at 9:15am on Tuesday morning and breakfast was closed. Another patron told us that they were told they closed breakfast at 9am now. I am not looking for a 5-Star breakfast but vacationing is expensive and it is a big savings to eat a normally pretty decent breakfast at an Americainn. I don’t leave this review as a deterrent to staying here. I would stay again. But I am sure it is an area that overshadows the good of the hotel and staff. I hope management addresses this.

PS there was a young man, 19-20 years old. Short braids. He was part of housekeeping. This kid was amazing. Over the top polite. And made a bed like he was fresh out of the military. I don’t have a name but he...