We came into town under heartbreaking circumstances—to be with family during the final moments of a loved one’s life. This hotel only made that experience worse.
The ratings must be fake. The building is dated, dirty, and the customer service is non-existent. My wife and I booked 3 nights in advance, not knowing exactly when our loved one would pass. She passed at 2am on our first night. The next morning, staff refused to move our remaining nights to a future date. No compassion, no flexibility—just cold policy.
Our sister arrived from Austin at 3am, directly from the hospital. Instead of compassion, she was scolded for not calling by 2am to “check in by phone.” Her reservation had been canceled. The front desk clerk’s response: “Yeah, next time try to call by 2am.” Rather than help, they forced her into a new booking at a higher rate. Later we found she was charged for both the canceled and new reservation.
The manager, Vanessa Fiammetta, was equally unhelpful—dodging responsibility and hiding behind policy instead of offering any humanity.
I understand charging for no-shows, but when guests are physically present and rooms are available, decent service calls for rebooking at the original rate—not double charging and deflecting.
This was a disgraceful experience and a poor reflection of the Wyndham brand. Do yourself a favor: stay anywhere else.