Heather G.

Update below initial entry…

As I sit here and write this review, I have been on hold an hour and a half and been transferred to 5 different people. First person I spoke to when this issue started in 8/14 was the only helpful one. Booked 2 months ago for a one bedroom deluxe oceanfront room specifically for jacuzzi and extra square footage. When checked in given a downgraded standard one bedroom. Hotel stated was sent the incorrect information and I needed to contact getaroom. Spoke to a very nice gentleman in the 14th who also spoke to hotel and offered to send email confirmation of purchased room but apparently was told due to incorrect information initially being sent over could not accommodate for the room I actually paid for. Was offered a 15% credit which wouldn't even bring down the amount paid to what the downgraded room would have cost me. So basically paid $250 more for a room that was downgraded. Told them I would call back after I was able to get a quote what the room I was actually placed in would have cost. That leads me to today.

Called and initially got someone named Daisy who refused to even read the notes on this case and stated that I needed to get the refund from the hotel, even though I paid directly through them. As I was on the phone with her, trying to talk, her kids were screaming so loud in the background I couldn't even hear her or talk to her. I asked to talk to a supervisor and was put on hold and transferred to Jen in reservations who was trying to book me another room! Lmao. After explaining to her that is the last thing I wanted to do with a company who can't even look up notes, she then transferred me back to customer service (not a supervisor).

This time I was speaking to Julian who stated he need to place me on hold to check with the hotel what I paid, even though I paid through getaroom and even though there was extensive documentation that Julian even confined with me showing I was placed in a downgraded room. Was placed on hold for another ten minutes only to be told nobody was working at the hotel who could confirm my booking. He then stated he need to transfer me to another department who had a way of looking up the booking and could get that refund. (Mind you I am just asking for a credit for what I should have paid for a downgraded room).

Next I get put on the phone with Mary (reloacatiin department) who I swear was the initial person I spoke with, Paige because again screaming kids and barking dog and refuses to read through notes. She then states I refused the 15% discount after trying to explain multiple times that I refused because the discount credit would still not compensate me enough to even be comparable to what I would have paid for downgraded room. She then argued with me stating taxes and fees are all the same regardless of cost of room (lies)! She then stated that she need to put me on hold again to call the hotel (something previous rep already did). I asked again to speak with a supervisor as I had already been on the phone for almost an hour with nothing accomplished. Mary talked over me and refused supervisor then placed me on hold for 30 minutes and stated supervisor was in another call. She then had the nerve to offer me 20% discount but again wouldn't even credit enough to be comparable to what I would have paid for downgraded room. She then stated she would send this to a higher up so again, nothing accomplished.

This is the first and last time I will ever use getaroom. Basically paid for top of the line room only to get a crappy room and they reaped the benefits from it. Must be nice to take money from your customers stating they will get a top of the line room only to place them in a cheap room and make it impossible for the customer to get their money back. Such a shame because this ruined a lot of our plans for vacation. I have spent far too much time on dealing with this when this was no fault of our own. This is how this company works. Give the customer what they don't want and make it impossible for the customer to fix it.

So disappointed.

EDIT: I did upgrade my star rating to a 3 from a 1. I was finally able to get the money refunded for the overpayment on the downgraded room plus an additional % for inconvenience, which I appreciate. With that said, I should not have had to jump through hoops to get a resolution. The only reason I was finally able to get this resolved is due to me leaving a review. My advice to getaroom… hire people that will actually take time to help the customer. People wouldn't leave negative reviews if they can just get the help needed from the beginning. I do appreciate you fixing this issue.

Honestly, after reading many reviews, I was terrified of flying with frontier. This was only the second time I have ever flown and had an amazing experience. The only complaints I have is the seats and leg room, but sounds like they plan on upgraded that soon on their planes. Thanks for a great experience.

Paid for one bedroom oceanfront deluxe specifically for jacuzzi tub and extra square footage and placed in standard one bedroom oceanfront. Showed reservation I paid for and Wyndham refused to accommodate and actually treated us quite rudely. Advised me that I needed to contact the third party I booked through and take the issue up with them. I contacted third party who also called and spoke to manager Alex, who offered to also send them email confirmation of what room I booked and paid for months prior. Alex refused to accept email and stated that because it stated on Wyndhams end that I purchased a standard room, that is what I was going to get. Third party I booked through stated they have never had a manager refuse to help like Wyndhams manager refused and was quite shocked that they weren't willing to accept confirmation of what I actually bought and paid for.

Upon checking out spoke to supervisor on duty requesting a corporate number and was advised there is no corporate number to speak to. Unfortunately you are at the hands of the front desk with no where else to turn.

Lastly, you can't even keep your balcony open without being bombarded by the smell of marijuana. Had balcony open for 30 seconds and whole room smelt like skunk.

It's extremely unfortunate because we have vacationed at Wyndham Oceanfront multiple times, but after the treatment we received this past vacation I will no longer vacation at this hotel.