Please see below email correspondence between myself and Wyndham...they care nothing about customer service....Start at the bottom to begin the correspondence...
Discussion Thread
Response (Palm Springs) 08/20/2007 03:25 PM
Ms. Vise,
Your comments have been reviewed by the Executive Office and first please accept our apologies for the inconveniences you experienced. The hotel is under new ownership who are in the process of planning major renovations to the hotel starting withing the next 6 months. Regarding staff at the pool, this has also been discussed and action has been taken at the highest level. Regarding the event at the pool, this was arranged by the organizers of the event and the hotel had nothing to do with it. Once again please accept our apologies for these errors and when you are next in the Palm Springs area please call the executive office so that we can personally handle your reservations and try to make amends.
Sincerely,
Rochelle Chandrasena
Exec Asst to GM
Response (Pam Scouten) 08/17/2007 03:11 PM
Good Afternoon,
Thank-you for contacting Wyndham Hotel and Resorts. Responses such as yours are critical to the success of our program. We apologize that the property did not meet your expectation.
This hotel is independently owned and operated. The property's management is responsible for meeting the Wyndham Hotel and Resorts standards and for day to day operations.
We will therefore be sending your concern to the property for its review and handling. Because your concerns are important to us as the brand, we will continue to follow up with the hotel's response to you.
Thank-you for your patronage. We sincerely appreciate your choice of Wyndham Hotel and Resorts for your lodging needs. We hope to welcome you again at a Wyndham Hotel and Resorts in the future.
Best Regards,
Pam Scouten, Coordinator
Wyndham Customer Care
800-347-7559 Toll Free
605-229-8990 Ext. 7693 Direct
605-229-8909 Fax
wyndham@custhelp.com
Customer (Entered by Pam Scouten) 08/17/2007 03:11 PM
Received letter 8-17-07
My family stayed at the Wyndham Palm Springs in July for the USAG Nationals Competition and would like to share our experience with your company. I have been in the hospitality industry for over 15 years in New Orleans, and I realize that all too often, people share only the bad experiences. I would like to share my entire experience with you as there were highlights and disappointments.
We checked in on July 17th, 2007, and the entire bell staff is to be commended. They are all wonderful, and I know how important that first impression is. At check-in, we were assisted by a white male, originally from New Iberia, Louisiana. This is a wonderful example of who I would love to have at my front desk. Check-in was so pleasant, and he kept the conversation flowing so nicely, I didn't even realize that I initially had to wait in line to get checked in. I learned that he's an avid runner, he's from Louisiana and all of the amenities offered by the hotel. Please thank him for being such a pleasant and welcoming guest service agent.
The housekeeping department does an excellent job as well. I cannot remember my room number, but I know you can pull it up if you all reward your employees for positive comments sent in by guests. The room was cleaned well every day, but she only left 3 towels in the room when there 4 of us. On several days, I caught her in the hallway to ask her to leave 4 towels, which she never did. I had to go get a 4th set of towels each day. She was Spanish, and I understand all too well about the language barrier issue after returning to New Orleans after Hurricane Katrina.
This hotel obviously has some capital issues. The bedding and the drapery were both stained. The pillows should be replaced, as they were extremely lumpy. The A/C in the living room leaked, therefore causing most of the carpet to be wet in that area. The worst thing is that I am not even sure the A/C was working at full capacity since we were not allowed to lower the thermostat any lower than 69 degrees. The hotel is old, and it is in need of some capital monies to update case and soft goods in the guest rooms/suites.
Your real problem is your entire Food and Beverage Department. Not only is your wait staff in the restaurant unpleasant, but every single person my entire group came in contact with at the bar was horrible as well. The restaurant staff lacks supervision, and you should be ashamed to charge $10.95 for the breakfast buffet. Everything that was supposed to be hot was cold, and it was pitiful to say the least. There is no consistency between any of the food outlets; they all tell you different things in regards to where you can place to go orders, etc. I think your main concern should the cocktail lounge or bar area. I guarantee your hotel lost thousands of dollars in revenue because the cocktail waitress did not want to be at work. She was a miserable excuse for a cocktail waitress and it was obvious to everyone around that she hated her job. After dealing with her nonsense for 4 or 5 days, I finally went to find the MOD to lodge a formal complaint. The MOD grabbed the Director of Food and Beverage, so that I could speak to him about the service, or lack thereof, from the bar area. He apologized and said he would speak to the bartender and the cocktail waitress, but he did nothing to appease me about my complaint. The desire to give excellent customer service and please the customer comes from the top and dwindles down to the line level staff. It is obvious from the Director of Food and Beverage where the line level staff gets their non-desire to satisfy guests. The welcome party that took place Sunday, July 22 out by the pool area was pitiful. I understand that the "association" arranged for the food and beverage offered, but the lack of staff to service that amount of people was unacceptable. Surely, there could have been temps brought in to service this party. The group of parents I traveled with could only get 1 round of drinks that night, which was over $100, and that's only because I went and found a waitress, tipped her $20 before she ever thought of coming to see if we needed anything. After that one visit, we never saw her again all night.
I have worked in full service and limited service hotels, and frankly, I find it appalling that I spent over $1,300 in this hotel. I would have felt better about spending that if I was in a limited service hotel that has the guest's true satisfaction on the top of the list. You are definitely doing your hotel a severe injustice by not addressing the employees, from the top down to the bottom, in the F&B Department.
Tricia Vise
New Orleans, LA