Wingate Inns advertise as offering free high-speed Internet access in their rooms, as well as having a money-back satisfaction guarantee.
I drove out of my way on a business trip to stay at their Houston location, as I required the use of their (free) high-speed in-room Internet access. After checking into the room, we discovered there is no free high-speed internet access, just an expensive pay-for-use service.
The manager (and the only person working there that night) assured me that I could use the hotel business center's computers for free (which did have high-speed access) but would have to figure out on my own if I could hook up my laptop there, and would have to leave if there were other people that wanted to use the computers, as the room was tiny.
When I tried to formally complain, I could not—as the only way they handle a complaint there involves using the Fax machine, which was "not working" (out of ink) at that time. I was unable to access the data on my laptop effectively to complete my business, could not file a formal complaint at the hotel, and was not given my money back, as it states in their money back guarantee.
I phoned their corporate 800 # and filed a verbal complaint, and was sent a form letter that was very general. I spoke with them on the telephone again, and told them specifically my complaint, what I wanted from them, and not to send me a form letter.
They sent me a second form letter, and no refund. So much for the 100% satisfaction guarantee they are supposed to have. I'm not satisfied, and they don't care at all. I have since emailed them and filed additional written complaints against them. All's I get is a "sincere" apology that the property did not meet my expectations, and that they will share my complaint with the property's management.
Ramone, the manager working the night I was there, told me he has nothing to do with Wingate's policies, guarantees, or their customer service. He just forwards the information—and that particular hotel had never offered free in-room Internet access. He could not understand or explain why all the advertisements throughout the hotel said that they did, in fact, offer free in-room high speed Internet access. Nor can anyone tell me why I have not gotten my money back like their money-back guarantee says I should.
Kitania
Los Angeles, California
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