WorldMark by Wyndham

June 11, 2023 - We booked a very specific type of room (One Bedroom + Junior Suite Loft) through Extra Holidays to suit our family's needs at Seventh Mountain Resort. We have stayed at Seventh Mountain 4 other times previously and chose to stay here again over another place we were looking at due to our previous great experiences at Seventh Mountain Resort.

July 21, 2023 - We arrive to check in and are informed that the resort is overbooked and our requested room type is not available. We are offered no apology and are given two rooms in two different buildings on the property. When we explained that this would not work as we have children and it is not acceptable to have our minors sleep in a different building than us, we were offered an air mattress for one of the rooms. This was not an acceptable solution for us either. No other solutions were offered. We were told that was all the resort had and we could talk to the general manager the next day. Our family ended up having to split between the two rooms with my husband and one child in one and I and one child in the other. Not ideal for our "family vacation".

July 22, 2023 - In the morning I was informed at the front desk that the general manager and/or acting supervisor would not be available to speak with me until the afternoon. I returned in the afternoon and waited about 40 minutes for Ben to come to the lobby to talk with me. He was very cordial but offered no other solutions for the dilemma. Ben explained that it was Extra Holidays fault and that this booking system has been having all sorts of problems nationwide. He said that there was no one to contact with Extra Holidays until Monday morning and that he intended to contact them on our behalf to see what compensation we could be offered. He said there were absolutely no other accommodations for us at the resort and that we would have to keep the rooms we were given - Again, not ideal in the least for our 'family vacation'. Ben did offer for the resort to buy us dinner that evening as a small band aid to the situation.

I returned to the lobby around 4pm to inquire about a room directly next to one of ours that we had noticed was vacant since our arrival (we knew the room was vacant due to a large pile of housekeeping supplies outside the door for approximately 24 hours). We were simply trying to be proactive and help the resort come up with a solution that would work for our family (again not our responsibility to do this as it was not our fault your systems had overbooked the resort). The acting supervisor, Wendy Manning, proceeded to admonish me in front of an entire lobby full of guests. She loudly accused me of 'yelling' at multiple people that day (to be clear, I had not raised my voice to anyone in expressing any of my concerns - Bem can confirm this) and after a few back and forths with her she said loudly, "Lady, you need to leave now or I am calling someone down to deal with you". I did leave, in tears, due to embarrassment.

Ongoing - We have made multiple email attempts to both Extra Holidays (who did respond initially during our stay to tell us it's the Resort's fault and they need to fix things) as well as to Ben at Seventh Mountain Resort and have received no further communication. This is unacceptable.

Our main complaints:

1- We were not given the type of room we specifically booked over a month prior due to things on your end and not notified of the overbooking until we arrived at the resort.

2- We were given two rooms in two seperate buildings - with minors this is unacceptable

3- The rooms we were given were in the two least choice buildings on the property

4- Public humiliation and extremely poor customer service at the front desk of the resort

5- So far no follow up communication or reply from Extra Holidays, Seventh Mountain Resort, or Wyndham