On Friday 9/6 on a weekend trip, I decided to stay at the Wingate. While on the road to the Chesapeake area from Richmond VA, I called the hotel directly and the front desk agent Jamie advised that she was really busy with another customer and did not want to leave me on hold so she took my name and number to call back. I appreciated that because holding probably would have put me in a bad mood. So while waiting for Jamie to call back I decided to just call the 800 number on the site to make the reservation. While finishing up the reservation Jamie called so I did not answer.. Once I was done, I called Jamie back to let her know that I was already taken care of, she then offered to make sure the reservation was in the system for me. At the time it was not but she reassured me that she would check back within a few minutes and if it didnt show up she would contact me back. So I am thinking this is very nice of Jamie.
Get to the hotel, checked in with Jamie. She advised that I could pay in cash so I did and she also reassured me that there would be no charges or holds on the card and it was only used for the reservation. So that was fine with me.. Let me just say JAMIE was great.
Saturday morning I receive a receipt stating that at 4:05 AM my card was charged for the room. So I call to the front desk and spoke with Tom. He stated that it didnt matter if I paid in cash or not my card would have been charged regardless. So I asked him why would Jamie allow me to pay in cash if that was the case. He ignored the question and says "Its ok I have released it, it will be back in your account within a few minutes".
Well minutes, hours, and now at this point days passed and the funds have not been returned.
I was going to stay at this hotel the second night 9/7-9/8 but because of this area I decided to go up the road to Aloft (Perfect service, perfect hotel, knowledgeable staff).
But back to the issue with the payment. So after I waited a few hours and the funds did not appear in my account, I called back to the hotel spoke with Tom again. He stated to me "Maam any time you book a hotel you should be prepared to have your card charged and if your bank did not release the funds yet the only thing I can say is you really need to change banks".
I really wanted to provide Tom with some nice words however I had already made up in my mind that I would have to contact corporate so I decided to bite my tongue. I work for a very large credit card company, with years of bank and US card knowledge, so to say that it is the banks fault for not releasing the funds and that I should change banks is ridiculous because the fact is if my card was never charged the bank would not have anything to release and secondly it doesnt matter what bank you have the same issue would have been presented if the card was charged. It would take 3-5 at the minimum for the funds to be reversed. So I asked Tom if I could receive any sort of confirmation that he actually refunded my account, he said he did not have a way to do so.
Beyond frustrated at this point, I could not understand how Tom is the face of the business being a front desk agent and this is all he could offer. No empathy, no concern, no consideration, no apology for misinformation provided by Jamie since my card would get charged regardless as he stated. As a representative for this company the only thing he could offer was a recommendation to change banks. Sir you are a front desk agent not a financial consultant.
As far as the hotel itself: Very clean hotel. Rooms are average, nothing great but if you just need a place to sleep and shower it will do. Non smoking hotel however the hall smelled like weed. Not sure if that was from someone in the room smoking or if someone walked down the hall after smoking it and the scent lingered.
So on Monday I am still waiting to have my funds returned to me. At no point did any one offer to just give me my cash back which would have been the fastest and easiest solution but then again I guess I can't expect logical decisions to be made my the front desk staff with this company.
I have notified the corporate customer service, the agent I spoke with was rude told me to wait a week and if no funds are returned then she can start an investigation. I submitted an email complaint on Sunday, today I received confirmation of the receipt and it stated that the general manager will follow up by Friday. Clearly customer satisfaction is not a priority with this company. I will not stay at the Wingate ever again. The issue isnt the money really its the level of service provided. What if that was the only available funds that I had? Being out of my home area that could have been the only way I could have made it back home and no one considered that.
Oh last thing, if you review all of the poorly rated reviews, you will see that the general manager/hotel owner did not respond to any of the reviews. That shows that the hotel manager is not concerned with the way people feel about this location. Other hotel owners will atleast reply to address the issue which shows other people reading the reviews that yes there was an error BUT the manager did attempt to resolve the problem.. Please consider that when reviewing hotel locations with poor reviews.
- Official Description (provided by the hotel):
- Our Wingate by Wyndham Chesapeake hotel is designed to make your trip easier. Conveniently located off Interstate 64, just a short drive from Norfolk, our Chesapeake, VA, hotel near Norfolk International Airport puts the beauty of Chesapeake Bay at your doorstep. ... more less
- Reservation Options:
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- Also Known As:
- Wingate By Wyndham Chesapeake Hotel Chesapeake
- Wingate Hotel Chesapeake