Prodigy Hotel, a Days Inn by Wyndham

Been almost 3 months now and this issue has not been resolved no matter who I talk to. So I am leaving this review to warn people to not stay here if you don’t want to waste your time and money. I booked a room here last minute one night early August through the Wyndham app. It was a last resort trust me but I was desperate. Although it was late in the night (~10pm) the app still allowed me to book a reservation so I assumed I would still be able to check in. Most hotels anyway have a night attendant working the front desk. I get charged immediately on my card. It was during summer so the rates were high, I was charged $136/night for the most basic room I could get. I drive to the hotel straight after I book a room. Upon arriving, I see the lobby is dark and vacant through the front glass doors. I approach and lo and behold, the front doors are locked and there is absolutely no staff around. I try calling the phone number listed on the app. The number is not even in service so they didn’t bother to update it. Luckily I know how to use Google so I find a different number for the hotel. No one picks up on the other end, it’s ringing to no avail. After panicking a bit since I’m stranded late at night, I eventually have to resort to booking another pricy room at a different hotel and decide I’ll deal with this in the morning. The other hotel stay went smoothly thankfully, no trouble there. I call finally and think the issue will easily be resolved and I’ll get a refund back. How could a hotel charge me when I never even got to check in because the building was locked? Calling them was so frustrating, I would be left on hold for over an hour. I was taking summer courses at the time so I didn’t have time to wait around and pray that someone would hopefully pick up. And finally when I did get to speak to someone, the reception was so spotty every time. I could barely hear the person on the other line. I explain the situation to them, they put me on hold again and then they end up hanging up on me. I try to call again only to be able to not speak to anyone because I’m again left on hold. I finally am able to make the trip to talk to someone at the hotel in person. I go in, it’s daytime and learn they still don’t have anyone working the front desk to check guests in. It’s all done through a kiosk with no in-person interaction. I flag down a housekeeper in the lobby and ask to speak with a manager. Then I have a phone shoved in my face. Apparently there’s no management on site?? So I’m trying to explain my predicament AGAIN OVER THE PHONE and stress the fact that I was literally locked out and not able to even check in. I am not trying to commit fraud, I tell them to check their system and see that I didn’t even check in! I give the manager the exact date and time and she says she will check the security cameras that my story checks out and get back to me. Weeks pass and no update. By this point I try calling upper management, Wyndham Hotels and Resort customer service line but when they tried calling the hotel in question they also were not able to get through. They essentially then told me it’s between me and that hotel and there’s nothing that they can do. Great. At that point I was so close to just giving up and accepting the loss. It’s September by this point and I try calling again and finally get through to someone. I explain the whole thing and after being put on hold multiple times again while the person on the phone can speak to the “manager”, they tell me they’ll give me the refund but it’ll take a few weeks to process. I breathe a sigh of relief and finally think it’s over. Fast forward, it’s November now and I have never received my refund still. I don’t even know what to say anymore. This hotel clearly doesn’t care about its customers and only about money. Management is stupid and incompetent and can’t answer a single question. They’re not even physically at the property. Don’t waste your time or money at this establishment. Never had such a horrible hotel experience than with them.

The location is near where I needed to be. I prefer to be in the main building but have been told the rooms are being renovated and the building is closed. I have stayed here twice in the last few months and have never seen any work going on and there are do not disturb signs on the doors. It seems the housekeeping staff does all the work at this location. There is no one at the front desk and no security until midnight. Check-in/check-out is done at a kiosk. The kiosk wasn't working correctly so a woman on the housekeeping staff checked me in. I was happy to be able to see a real person. The room is very dark after sunset. The bed was comfortable. Breakfast is good for grab and go items. Due to the lack of front desk staff and security, kiosk check-in, and poorly lit rooms, I'm not sure I'll stay here again. As before the housekeeping staff does all the work and I'm sure not paid adequately.