ComplaintsforDays Inn By Windham

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation online to stay in Brockville at the Days Inn by Wyndham I made it through *******, I looked at the pictures they were lovely a nice place to stay I thought, I chose a queen suite with jacuzzi tub. This being our 2nd wedding anniversary I was excited to get away. Upon arriving the entrance was nothing like in the pictures I’ve attached online and what we got ,at the front desk was a large man in jogging pants and tshirt scruffy looking who told us they could not find our reservation so gave us a king bed with jacuzzi tub I thought okay that good, he also informed us that he would be watching the jays game so to please not bother the front desk tonight. We went around the side of building the get to our room as soon as we opened the door the smell of sewer and must hit us immediately, the stairs going up to the second floor we’re wobbling as we went up I was scared. Once we got to our room same smell inside I was horrified the bed had a mattress pad on it with many yellow stains on the top blanket even a blood stain! The bathroom had no toilet paper or holder and the smell of urine was strong .There was no dresser for our cloths no table as was pictured in the online photos the microwave was on a shelf so high I could not reach it there was no wifi as stated either . I called the front desk to have new bedding brought she came with a queen blanket because she informed us no king was available. We left to go to dinner when I decided to check my visa good thing I was charged 163.93 which was the cost of my room and another charge of 263.93? Upon returning to the hotel I again went to the front desk to complain he said oh not sure what happened and gave me a refund. We barely slept at all seeing as the bed sank in the middle so badly and blankets were still dirty I slept on a towel ,we had no choice seeing as we were from out of town. I contacted ******* who were very helpful but said hotel refused to compensate . Pls help us get a refund.

  Business response

  26/10/2022

  Please note that it is always out intentions to ensure all guests have a pleasant stay at our hotel. I was disappointed to know that your stay was not pleasant one.

  I certainly address the situation with our staff both front desk and housekeeping. Our attire for our front desk staff is very specific and jogging pants and t-shirt are not acceptable. Our employee albeit is a heavier set gentleman he is a very experienced and gentle employee. During this reservation he had just arrived at the hotel to start his shift and hadn't had time to change into uniform. Staff is now aware to arrive dress to work or to arrive before their shift to allow time to change. Thank you for letting me know this was a good notice to all staff. I assure you his comments of not disturb him that he was watching the jays game was his attempt at humor. ***** does tend to joke with customers and some appreciated it and others not so much. i do assure you it was not his attention to upset anyone. Our housekeeping all have been made aware of this situation and that if any room is not suitable to be rented for whatever reason i am to be notified. Our rooms and hotel are going through a make over. Some rooms need repair and upgrades and I am working on that right now. Guests who are not satisfied with their room/bed our staff will without question offer another room. It is our hope that we are given a chance to make things right. We would rather move rooms and make the evening pleasant than have guest stay in a room they are not satisfied with and address the next day. I would like to offer ******* a complimentary night at Days Inn Brockville in the hopes they will see the hard work my team does to make guests stay a good one.

   

   

   

   

   

  Customer response

  26/10/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********. I simply cannot see myself sleep there again , and as far as him being in jogging pants and t shirt when we returned from supper he was still in the same clothing and again same attire in the morning when we left , I did not sleep all night and this was my anniversary weekend which was ruined , I ask for a full refund , perhaps in the future when your renovation are complete I might consider another try but until then I simply cannot return the experience was that bad, I think it is a fair request I am making.

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