"Kenny, the General Manager, there is a problem when your staff refuse to provide your name and you don’t have business cards available to give people a chance to contact you. When you choose to “hide,” it isnt good service and you know it.
Last night upon our arrival, I went down to get some non-down pillows since my wife is highly allergic. I asked the lady to switch out. She stated don’t have any but we knew that wasn’t true as there was already one in our room. I explained again why I was requesting non-down. She stated “her manager” stated she cannot go to other rooms to find some. I was very surprised at her unwillingness. She called her manager and then returned stating, “my manager said we don’t advertise non-down, so I cannot help you. Really? This wasn’t about what is advertised. This is about the need of the customer!
I told her that I would like to speak to her manager. She stated he is not here. I told her I knew that but she could call him. She stated she was not going to di that. Again, shocked at the response. I asked her for her Manager’s name and she stated she could not give me that information. She isn’t allowed to give the Manager’s name? Really?
So, Kenny, I hope this doesn’t seem right to you. If it does, what a shame and disservice to the training this young lady is receiving under your watch. My complaint was filed with Wyndham.
I will never again stay at your motel while driving thru. You have lost our business."