Wingate by Wyndham Hotels in Urumqi

“Staff who pass the buck + managers who run around trying to fix things 👍” – That’s this hotel’s management style! I was traveling with my parents and younger brother, and we weren't trying to save money by cramming into one room. We booked three rooms. Upon arriving at the front desk, I had all our IDs ready. One of the staff, a supervisor-level woman in a black suit with heavy makeup, was on the phone and didn't even glance up. Another staff member was focused on her computer. I politely waited. When the younger woman at the computer finally looked up, I smiled and said, “Hello, I’d like to check in.” I handed her all the documents and explained that of the three king rooms I booked, I needed one converted to a twin room because we had a child and one bed might not be enough. She checked the room availability and said she couldn't authorize it; she had to ask the supervisor who was still on the phone and hadn't looked up once. More waiting. After the ice-cold supervisor finished her call, I explained the situation again. She coldly replied that all rooms were full, there were no twin rooms left, only deluxe king rooms, but I'd have to pay the price difference. I said I could pay the difference, but asked if an extra bed could be added. She said the hotel didn't offer extra beds. I asked, “So what’s your solution?” She said she had to contact their housekeeping manager to handle it, claiming she didn't have the authority and would get a pay cut for upgrading me. Another round of helpless waiting for her manager to arrive. We waited at the front desk for about half an hour in total. At this point, our whole family, including my elderly parents, had driven over 7 hours from Yili and arrived late at night without dinner. There we stood, a group of people foolishly waiting at the front desk for a manager. The manager was experienced and professional. After hearing my situation and noting that we had foreign guests, she immediately offered a free upgrade to a deluxe king room on the same floor as my parents and brother. She also told me to rebook a family room for the next day. I was grateful, thinking we could make do with the king room for one night, and then rebook two king rooms with windows for the next two nights, as I didn't want the hassle of changing hotels. The manager even called me back to remind me to book the family room for the next day. That evening, after dinner, I called the front desk for an extra blanket. The front desk staff impatiently said, “No blankets. We’re full.” I asked if they had any throws. She also said no. I then said, “Please call your General Manager Zhao and ask him to call me back.” She became even more impatient, saying, “GM Zhao is off work.” I understand the difficulties of working the front desk late at night, but the overall check-in attitude made me feel like I wasn't checking into a hotel, but begging for charity! (Please also refer to other guest reviews about the front desk's attitude.) Finally, I asked her why her attitude was so aggressive. She retorted, “What’s wrong? This is my attitude!” I asked her name, and she said, “Xiao Bu!” After hanging up, I felt I couldn't tolerate it anymore. I called the front desk again and Xiao Bu answered. I told her she either called GM Zhao immediately or I would call his mobile myself (it was 1:30 AM at this point). She said there were no blankets or throws. Only duvet covers. I said a duvet cover would be fine. It took a third phone call to finally resolve the blanket issue! But it wasted so much time and energy. The service experience was truly terrible. Later, I really didn't want to go through the drama of staff passing the buck, waiting for managers, and begging for help again. I decisively did not extend my stay and changed hotels! By the way, the heavily made-up big eyes of the beautiful supervisor are for smiling, not for complaining to guests about not having authority, getting a pay cut, rolling her eyes, passing the buck, and displaying arrogance. The hotel's location, room cleanliness, and maintenance are excellent 👍. If you don't mind your stay being affected by the front desk staff's attitude, I recommend choosing this hotel!