Wyndham Garden Kansas City Airport

Southwest delayed our flight and we missed our connection, so they put us on a 6 am flight the next day. We booked the Wyndham at the last minute because it was close to the airport and had a free shuttle. The amenities were what you'd expect from a mid-range airport hotel. We confirmed the 4 am airport shuttle twice, but the next morning they said it was full and had us down for 4:30 instead. That threw a wrench in our plans. The front desk clerk wasn't helpful or supportive, so we had to call an Uber to make it to the airport on time. There are plenty of other hotels with free airport shuttles, and after this unnecessary hassle we're unlikely to stay at this Wyndham again.

The shuttle situation was the main problem for us. We arrived around 4 on Friday, and the man at the desk pointed us to a sign saying the shuttle stopped at 10 am and didn't run again until 4 pm. That wasn't how the website described service to and from KCI and parking. We stayed civil, and they said they'd make a special arrangement to pick us up Monday outside normal shuttle hours. We were told, “Don't call back on Monday, there will be a shuttle waiting when you get off the plane.” After landing, collecting our bags, and waiting in the cold, there was no shuttle. It was around 30 degrees. We called, and Faben said she'd need to talk to her manager. After about 40 minutes and several calls, the manager came in her own car and took us back to the Wyndham Gardens. She didn't address the difference between what the website said and the service they actually offered. I see two issues: the website misrepresented the shuttle service, and we weren't told about the six hour gap until check-in. They should update the website. Faben was very personable. If you're leaving your car there and need the hotel to take you to the airport and pick you up at whatever time, I'd stay somewhere other than Wyndham Gardens.

We stayed Sept 24-27. The room was clean and fresh, and the staff were first rate. The evening front desk man was especially good with guests. A new GM started while we were there, and you could tell he wanted people to be well looked after. Awesome! Breakfast was great too. It was nice to get more than the usual carb heavy spread at other hotels. We'll definitely come back.

After a 10.5 hour drive, I was left waiting in a cold lobby during check-in. My teenage daughter and I apparently had two room reservations by mistake, and one didn't even have my correct phone number or address. I was assured the obvious error would be fixed, but my credit card statement showed I'd been charged for both rooms. I tried to follow up with the manager several times the next day. She refused to credit the extra reservation, despite a customer service representative telling me it would be taken care of. Instead of treating it as a chance to help, she was confrontational and made what should have been a nice trip unnecessarily stressful. She cited the hotel's cancellation policy, and I was so frustrated I said I would dispute the charge with the card company. I had to do that. The rooms weren't clean or well maintained either. Several people from our club soccer team had cleanliness problems and had to change rooms. Neither dispenser in the workout room had hand sanitizer, and the water cooler didn't work. The people running this place seem not to understand customer service or care about doing the right thing. It feels like they're just collecting a paycheck. Stay somewhere else.