Wyndham Hotels and Resorts

I had a terrible terrible experience at the Wingate By Wyndham in LAKE GEORGE NY. The customer service here is absolutely 3^rd grade, the manager Annemarie is extremely rude and the Owner Claudia could care less about their customers. I had booked a reservation for Memorial Day weekend (falling on May 30) at this location. On May 12, I picked the room that was cancellable because I had a tentative family graduation party happening that weekend. I paid for the hotel, the email confirmation came in, I filed it away. The next day, may 13, I did hear back from the family with the confirmation of the graduation party. I instantly called the hotel to cancel my reservation. Spoke to a CSR names Amberlin who after looking up my reservation told me it was non cancellable and she can’t do anything with it. I told her it wasn’t and that I specifically picked the higher priced cancellable reservation due to an impending family function, but then I pulled up my email and saw it indeed was. I asked her to help me out she flat out said she couldn’t but I am free to call the manager the next day and before I could say anything else she hung up the phone on me.
Next morning I called the manager as advised, after speaking with the front desk of my reservation, i was transferred to Annemarie, she did not even say hello, she answered my call saying «annemarie». she told me she can’t do anything as I should have been more careful and reviewed the email thoroughly, I told her I had specifically picked the higher rate over the non cancellable room so that I AM able to cancel if need be due to a tentative graduation party plans in my family. She said because it was an oversight that she will hold my reservation and try to sell my room and if sold she will refund me the money. I agreed and wanted to know if they would let me know as soon as the room sold and she said she wouldn’t know until, the day of my arrival if my rooms were sold. Really? So I am going to be kept dangling for 3 weeks until the day I am to travel to lake George to finally get a response from Wingate? My room was booked for Memorial Day weekend and as per their site that was the last room available which i had booked, and she told me she won’t sell the rooms in the next few days and that I have to wait until the day of my reservation to know if they can issue me a refund of $ 662. I asked to speak to the owner and Claudia the owner instantly spoke on the speaker phone that she had been listening into the conversation the entire time. She came on the phone and yelled at me «STOP and I am speaking now». When I threatened to put a review on Unilocal about their terrible behavior and rudeness they exhibited throughout my dealings with them, they hung up on me. This is the kind of customer service skills this facility possesses. The CSR hangs up the phone on a customer because they cannot be bothered with assisting them further, the manager doesn’t greet customers when they call and speak to them In a rude tone and the owner yells at the customer.
I travel a few times a year and I have dealt with orbitz, Hyatt and Hilton on a regular basis. I am a gold star member at Hyatt and stay with Hilton a few times a year as well and never have I experienced such low grade customer service.
After Claudia, the owner rudely hung up on me yelling and pretty much saying «you should have read and been more careful» she hangs up on me. 2 minutes later Annemarie the manager calls me back and tells me very rudely that she will cancel my room and issue a full refund and that I have been blacklisted from the hotel and hangs up on me. 10 min later I see there is no cancellation email sent to me so I call back and get Anne Marie on the phone I told her I donot see a cancellation email from you, she said «You are not getting a cancellation email from us, I have refunded your money» I told her I need that in writing she to that said «tough shit you are not getting that and hung up on me» hopefully my bad experience with this facility will help others.