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“Didn't even stay the night”

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Wyndham Garden Amarillo
Ranked #60 of 72 Hotels in Amarillo
Reviewed 1 July 2013

My best friend and I booked a special room and paid for an additional package on a private-access floor of the hotel. We also booked massage appointments that afternoon and were told to ask for an early check-in so that we could make it to the appointment on time. We did as instructed and arrived at 1:00pm before our 1:30 appointments.

The Room was standard, a king size bed, a sofa, a mini refrigerator, etc, The windows were dirty, and it looked like every airport hotel I'd ever stayed at. Coming off the elevator, the floor was HOT- no air conditioners. The massages were rushed and the therapist told us that she hadn't called the other therapist to have him come in yet because she was told that we hadn't checked in yet (apparently that was our fault) and she hadn't set up the room yet. She then charged us an extra $15 per person, played the free version of pandora during the massage (so we had to listen to advertisements) and gave us no instructions before or after the massage. When she finished she just said "okay, time's up."

After our massages our floor was too hot, so we decided to leave and see the city. We returned for the cocktail hour on our floor from 5-7 to find no one around. We called concierge who said that it had been cancelled but that we could go to the adjoining TGIFriday's and tell them what had happened and they would take care of us. We did so, and they proceeded to tell us that they didn't know anything about the hotel's private-access floor cocktail hour but that we should have been given a coupon if that was the case. We then proceeded to have the worst meal ever served at a TGIF. The waiter had to take back my friend's salad twice because he took the order wrong and then rolled his eyes because asked for what she ordered.

After our failed meal, the fire department was on site trying to get people out of elevators that were stuck with no air conditioning. With our room being on the 10th floor and no air conditioning up there we decided that was it, we wanted out.

The entire staff made us feel like an inconvenience. When we asked to check out early that night the staff didn't ask why we had changed our minds, saw that we had paid extra for champagne and a private floor and didn't even apologize for the horrible experience we'd had and certainly didn't ask us to change our minds. They charged half price, which still ended up being about the price of a regular hotel room. It speaks volumes that a customer would pay that much money NOT to stay at their hotel. Shame on you, Ambassador. You took a bad situation and made it terrible.

  • Stayed: June 2013, travelled with friends
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2  Thank 21Stephanie21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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427 - 433 of 648 reviews

Reviewed 25 June 2013

We had a one night stay here at this large hotel. Checking in was painless with the staff polite and friendly. As you walk to the elevator for your room, you walk into this atrium area with lots of seating and a nice sized indoor heated pool, complete with hot tub and towels.

Our room itself had two large beds, large bathroom and free wi fi. The room in general was nice and clean the downside being the loud air conditioning.

On site is a TGIF but we chose to eat at the Big Texan and take advantage of the free limo service that the hotel kindly booked for us.

This hotel is great for a stop gap for those wanting somewhere to sleep for the night and grab a decent breakfast which was served in the atrium. The staff here are friendly too.

  • Stayed: June 2013, travelled as a couple
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1  Thank Iliketurkey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManager1300, General Manager at Wyndham Garden Amarillo, responded to this reviewResponded 26 June 2013

Hi Iliketurkey,

Thank you for choosing us for your stop on your recent travels. We appreciate you taking the time to share your experience. It’s great to hear that you were so pleased with your accommodations, including your room and our atrium lobby area. We do strive to provide top-notch customer service to ensure that every guest is comfortable and feels welcome, no matter the reason for their stay and it sounds as though you experienced that hospitality in your encounters with our staff. We look forward to welcoming you back the next time your travels bring you to our area!

Sincerely,
General Manager

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Reviewed 18 June 2013

So after our horrible stay in Alburqueque,my husband thought he would get us a better hotel when we hit Texas.We thought oh wow this is lovely,they have a fitness center,indoor pool,two restaurant and they accept pets! We get there and it looks pretty snazzy,friendly people if i ever in my life have met,next to the japanese hotel attendants. As you walk into the hallways toward your room it has this musty and humid smell. Our room was large and beds where comfy. The room temp could not be lowered and if you open the windows for the sun to shine in, you could see the carpet had pee stains all over the floor. They ask for a pet deposit, use the darn money to clean and sanitize the floor ,just saying.
The hotel decor is of that of the 70's 80's,fitness center was on target,indoor pool was cold ,jacuzzi was broken,They do not have complimentary breakfast,there is a surcharge that they forget to mention at check in,they offer military discount,pet potty area in the back ,near some great places to eat ,gas station just around the corner(great for getting back on the road) and the reason we got this place was Pet friendly!

Room Tip: Clarify the phone price before checking in. They offer military discount.
  • Stayed: June 2013, travelled with family
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Thank Rshell73
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManager1300, General Manager at Wyndham Garden Amarillo, responded to this reviewResponded 19 June 2013

Hi Rshell73,

We appreciate your stay with us and for taking the time to provide us with valuable feedback. We are happy to hear that our pet friendly policy and the hospitality of our staff made your trip an enjoyable one. We are also pleased that your bed was to your liking and hope you were able to enjoy a restful night’s sleep. We apologize, however, for the aspects of you stay that were less than pleasing. Be assured that we will share your concerns with our team. We look forward to welcoming you and your pet back to our hotel in the future.

Sincerely,
General Manager

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Reviewed 14 June 2013

We found this hotel on the internet, and it's pictures look appealing enough, but looks are deceiving. We called and booked over the phone, we were told we would get the $99.00 internet special, which we did, but upon check-in I also told her we had a AAA card, and they do offer the discount, which we didn't get. First, let me tell you the staff was very friendly, the girl we had was only on her second night, so I can understand if her knowledge is a little limited since she was still learning. We located the elevators to the 3rd floor, located our room, let ourselves in and I was shocked to feel I had just been placed into someone else's room! I immediately went back to the front desk, told her I believed we were mistakenly in someone else's room, the beds were a mess, the pillows were in the floor, and towels were strewn about and used. She said " Oh, is that room dirty? Let me get you another and I apologize, it's in our computer as cleaned." We continued to our second room (elevator, to 3rd floor, right next to the last room) entered, and dismayed! The thermostat was off the wall, ceiling tiles were out, dirty towels in the sink and on the back of the toilet, the beds were a mess, pillows strewn about, she called the room to check if it was ok, and my husband asked her if this was a joke? We were not laughing, we had just driven from Las Vegas about 14 hours, and were tired! So back to the lobby for a 3rd room we went, she apologized, and our third room (on the 3rd floor, a few down from the other two rooms we were given) at least looked as if nobody had slept there, except for the pretzels on the floor. We slept for about an hour before being abruptly awoken to the very loud air conditioning unit kicking on, and this happened all night. Upon check-out I asked to see a manager, was told no one was available, so I explained my disbelief to the staff working that morning, she apologized, said no I didn't get the AAA rate, and refunded my room $50.00. I accepted this since there was not another option, I do feel like I should have been given a comped room for all the problems this hotel has and that we had. I was not pleased with the room, noise and uncleanliness of this hotel. There were numerous leaks and trash cans sitting around the hotel for the leaky roof, and a tarp covered the Grand Piano in the atrium. The positives? The atrium was pretty, the parking was ample, the staff was friendly, there's a TGIF inside the hotel and the location right off I-40 is good.

  • Stayed: June 2013, travelled on business
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Thank Becky S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManager1300, General Manager at Wyndham Garden Amarillo, responded to this reviewResponded 17 June 2013

Hi Becky S,

Thank you for selecting our hotel for your travel accommodations and for taking the time to share your experience with us and future travelers. Your feedback is always appreciated and helpful in creating an optimal travel experience for our guests. We are pleased that you found our proximity to the highway and the TGI Fridays to be convenient, and that our staff’s hospitality was accommodating. We would like to sincerely apologize however for the difficulty you encountered with your room. Be assured that we have shared your feedback with our team in order to alleviate this situation in the future. We would love to have another opportunity to host you in the future and regain your loyalty, should your travels bring back to our area.

Sincerely,
General Manager

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Reviewed 13 June 2013

This hotel will take you back to 1970. It's old and not in a good way. The rooms smell and are not updated at all. The fire alarm went off 5 times around 2am and management could not figure out how to turn it off. Find something else if you have to stay in this area.

  • Stayed: February 2013, travelled on business
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Thank David J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManager1300, General Manager at Wyndham Garden Amarillo, responded to this reviewResponded 14 June 2013

Hi David J,

Thank you for taking the time to post your review and share your travel experience with us. We sincerely apologize for the situation you encountered with the fire alarm. Your input is very important to us and be assured that we have shared the details of your experience concerning this issue and the room quality with our team. We would love to have another opportunity to host you in the future and provide you with a much more favorable guest experience.

Sincerely,
General Manager

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Reviewed 12 June 2013

I remember this hotel from its glory days in the 80's when it was new. Still a nice place to stay in Amarillo and great rate on the internet, but the hotel needs attention. The staff was friendly and room clean but main areas of the hotel need upgrade.

  • Stayed: June 2013, travelled on business
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1  Thank skgcdl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManager1300, General Manager at Wyndham Garden Amarillo, responded to this reviewResponded 14 June 2013

Hi skgcdl,

We appreciate your stay with us and for taking the time to provide feedback. It is our goal to provide superior service and hospitality to every guest, so we are delighted that you found our staff to be friendly and that you consider us a nice place to stay. We have taken note of your comments regarding upgrades and be assured they will be shared with our team. Should your travels bring you again to our area, we do hope to get a chance to welcome you back.

Sincerely,
General Manager

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Reviewed 11 June 2013

Tried Priceline in Amarillo and we got this hotel. Very friendly staff. Nice amenities on site. Room comfortable. Had plumbing problems but staff quickly addressed them. Only real complaint was free breakfast. Continental breakfast offered but it was really dismal. Cold kids cereal was main choice. They really wanted you to upgrade to a hot breakfast so I guess that is why they made the free breakfast so unappealing.

  • Stayed: May 2013, travelled as a couple
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Thank txhawki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GeneralManager1300, General Manager at Wyndham Garden Amarillo, responded to this reviewResponded 13 June 2013

Hi txhawki,

Thank you for staying with us! We appreciate you sharing your experience, and it's great to hear that you were pleased with your accommodations and our hospitality. We strive to provide top-notch customer service to ensure that every guest is comfortable and feels welcome. We do apologize for not meeting your expectations with our breakfast options. Thank you for bringing it to our attention. Your comments will be shared with the team to ensure better future stays. Please keep us in mind for your future trips to the area, as we would love to have the opportunity to welcome you back.

Sincerely,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Wyndham Garden Amarillo

Address: 3100 W Interstate 40, Amarillo, TX 79102-2201 (Formerly Magnuson Grand Hotel Amarillo)
Phone Number:
Region: United States > Texas > Amarillo
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #60 of 72 Hotels in Amarillo
Price Range: £67 - £84 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Wyndham Garden Amarillo 3*
Number of rooms: 263
Reservation Options:
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Also Known As:
Amarillo Ambassador Hotel
Ambassador Amarillo

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