So, after spending a couple of hours last night trying to file a complaint with Wyndham corporate, it just kept telling us that their forum would not accept our comments and asked us to call a a number. This as far as I am concerned is an action that prevents others that may either be researching their hotel, or others that have had problems in the past to see the written words of those that have legitimate complaints. The following is what I have been trying to send them to no avail...... The confirmation number provided is the itinerary number provided when I booked and paid for a room through Expedia. I understand that hotels swipe a second card for incidentals, but to my surprise I awoke to find this card had been charged a 2nd time for my pre-paid room. The hotel staff feigned an insufficient knowledge of English when my fiancé asked for ice machine directions at 1:00 AM; yet she took the erroneous bill to that same staff member. She was told, in broken English, that an error had been made and the charge would be reversed. We were given this paperwork and a business card of the English speaking manager who would verify it to USAA. This error caused my debit card to reach its daily limit; I had no further funds for food or gas to get my family home to San Antonio. USAA said that because the charge had actually been run, they would need the hotel to call them and process a refund over the phone. When I went to the desk for this, I clearly experienced racism. The staff and the general manager insulted us in Spanish assuming I did not understand them. The insults aimed at my children and fiancé were unacceptable; as soon as they realized that I was fluent in Spanish they became fluent in English. Their unwillingness to work with USAA, their comments that because as a white man I can afford to lose the money and their refusal to assist me even if I did call the police are all criminal offenses. I did call the police and have filed grand larceny charges; racism charges will follow. A GM of another Wyndham property did inform me that this property is a franchise and not a corporate hotel. Up until today I have loved Wyndham. Your corporation should be ashamed to allow such franchise owners to represent your brand. It seems to me that the Wyndham would be working overtime to correct errors which leave families with young children without funds for gas or food and forced to spend so much time with the authorities that they almost miss their flight. We are honest, hardworking people who are at the mercy of your big corporation when your staff refuses to work with my bank to refund my money and say that it is my problem to correct their admitted mistake. I can provide you with the police report and the officer’s information; he did assure me that this manager would be taken away in cuffs. I very much want to hear how you are handling this situation and I am very serious about pursuing this matter in a court of law if satisfactory actions are not taken.
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