2/10 Κακό
2 Σεπ 2025
Very bad customer service and run down
We booked this hotel the same day because we thought it would be fun to take our kids to a hotel to swim and have a little overnight getaway. We drove 3 hours away. When we arrived the place looked so run down. Nothing like any of the pictures shown. AFTER the lady at the front checked us in, she said “unfortunately, for safety reasons, we had to close down our pool yesterday.” We were so disappointed since that was our only reason we booked the hotel. We asked for a refund and they said that since we booked through Hotels.com, we would have to go through hotels.com to get us a refund. We quickly called hotels.com. We were told from hotels.com that they would get ahold of the hotel and ask for their approval so they could issue us a refund. We found another hotel that was 40 more minutes away (hotels in cedar city were all booked) and we drove there. We called to make sure the pool was working and they assured us that it was, so we booked it. Meanwhile, hotels.com messaged me a couple of times saying that they are still working on getting ahold of the Wingate hotel about getting us our refund. I heard back 24 hours later via email saying that they were unable to get approval from Wingate’s manager and would not be issuing us a refund. We had to pay for 2 hotels in 2 different cities and drive all around. So expensive. This was the worst display of customer service and false advertising on both Wingate by Wyndham Cedar City and Hotels.com. Very disappointed in both companies.
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