Baymont by Wyndham Phoenix North

We’ve stayed here several times when passing through the Phoenix area, and it’s easy to get on and off I-17. The staff are kind and helpful. Our room is clean, comfortable, quiet, and free of odd smells. The complimentary breakfast is convenient when we’re traveling.

My boyfriend and I stayed for two nights starting 9/15. The stay itself was good: everyone was kind and welcoming, and breakfast wasn’t bad. Things went wrong at checkout. I went to get our vehicle while my boyfriend waited outside with our bags on the luggage cart. The manager came out, asked whose name was on the reservation, then rudely accused us of smoking in the room because it was supposedly full of smoke. She ordered him off the property and told him to remove his belongings from the cart, then followed him down the sidewalk to make sure he left. No one had mentioned any problem with the room to me. If they’d asked, they would have learned we had just tried a fog machine we’d bought to decorate for Halloween. I wouldn’t have used it if I’d known it would turn into such a huge ordeal and my incidental hold would be taken and not returned. The manager never contacted me, gave reservation information to someone who wasn’t on it, and assumed we’d smoked. There was no odor, no cigarette or marijuana smell, and no smoke alarm. Wouldn’t those things have happened if either of us had actually been smoking? I was never told the incidental deposit wouldn’t be returned, or even that there was an issue until my boyfriend told me how he’d been treated. I’ve tried calling to speak with the manager, but the call never gets through. We were kind, quiet, clean guests and deserved better. This felt like profiling and an assumption that we’d smoked. I’m appalled and will take this as far as I can to get my money back. I’ll never recommend this hotel to family or friends.

On October 21, 2025, at about 4:00 PM, I arrived to check in at the Baymont Hotel - Wyndham in North Phoenix, at 10210 N. 26th Drive, Phoenix, AZ. I’ve been a Wyndham Rewards member since 2019 and have stayed at many hotels in the area. This reservation was paid for with both reward points and cash. A woman at the front desk, who seemed to be an employee, was on what I took to be a personal phone call. She made eye contact but didn’t welcome me. When I reached the desk, she said, “ID Please.” I handed it over, and she began checking me in. Her tone and body language felt condescending and disrespectful. After a brief exchange about the reservation, I told her I wasn’t a chump. It seemed to me she was judging me by my appearance. I wear a baseball hat and full sleeves of tattoos, along with shorts and a T-shirt, and wondered if she thought I shouldn’t stay there. I don’t know what she was thinking, perhaps she assumed I was racist or prejudiced. I’d had enough of the attitude and said so. She immediately said something like, “Ok I'm done. Im cancelling your reservation.” I explained I’d been driving and dealing with a situation in my life, and might simply be having a bad day. I asked her not to cancel, but she refused. It was a poor way to deescalate a guest situation. She showed no people skills, compassion, or kindness. It looked like she sat in that chair all day, without exercise, talking on the phone and being rude to guests. I went back to my car and then learned what had happened about 15 minutes before I arrived. My traveling companion had come to the lobby to wait for me. He said the woman told him to leave, that nobody could wait there, and threatened to call security if he didn’t go. He explained he was waiting for me, but she didn’t care. He got upset and they exchanged words. I knew nothing about this at the time. She could have handled both encounters differently. She had no people or communication skills, and stayed in her chair while trying to bark orders at him. She needs training in how to communicate with people, especially in a customer service job. I wouldn’t put her at the front desk of anything with my name on it. She’s driving customers away. Why was the lobby off limits? Why not explain the reason it was closed? A little kindness goes a long way. Snap out of it. If I were her, I’d look into a personal health plan with exercise so I could feel better about myself and pass that on to people I meet. Baymont Hotels, not your best choice. I want the points returned to my account. She cancelled the reservation on her own, unnecessarily. Let’s make that happen.

The room had good space. Getting an extra towel was fine, but trying to reach the front desk about an item we left behind was awful. Every time I pressed the button to speak with them, I got hung up on. I called again and reached someone on another line, waited 30 minutes while they tried the front desk, and then got disconnected again. My sister tried too and had the same experience. When we asked to file a complaint, we were told we’d have to wait a week.