I understand that you recently encountered an issue here at the Wingate by Wyndham. I apologize that your experience was anything less than satisfying. Our goal is to not only meet the needs of each and every guest we serve, but to exceed your expectations to make your stay as pleasant and comfortable as possible. This guest has complained to the following companies: Expedia, AAA, AARP, and Wingate Corporate. All four companies heard both sides of the story and sided with hotel as not responsible and did not give any credit to the guest. The guest came down Sunday evening to the front desk and was very upset about the phone charger being damage while she was away. She insisted that she speaks with the GM immediately. We are a 100 room hotel and unfortunately we do not have a manager on duty during the evening. Yet, as the GM I am on call 24/7. So the agent called me that evening and placed the guest on the phone. After several minutes of being yelled and cursed at, I immediately apologized and said lets first let’s fix the issue. I did not state we are not responsible or offered any resolution as I wanted to calm her down and find a charger. The guest was claiming that she had to leave early the next morning and if she did not charge her phone it would complicate her travel. I understood and apologized again several times and said let me speak to the engineer on the property. I told my engineer to go to my lost and found with her and find a blackberry phone charger so she can charge her phone. Success, we were able to find her a phone charger immediately and she went directly up to her room. I spoke to my engineer and front desk agent afterwards and both said she was content with the new phone charger. I did arrive to the hotel late on Monday morning as I had a breakfast meeting scheduled. It was a holiday Martin Luther King Day, Monday. I spoke to her at the front desk and kept insisting to speaking with the housekeeper. I did tell her she was not working that day and ultimately I am responsible for everyone at the hotel, guest or employee. I looked over her claim and said I will not be able purchase a new phone charger as I already gave her a functioning phone charger. I do not have proof that the housekeeper broke the charger or if the guest broke it. I did mention that on the back of the door it does state the hotel is not responsible for any guest’s items that are stolen, damaged, or lost. When she heard this she became even more irate and started to use profanities. The guest said that she is not paying for the room. I told her that she prepaid her reservation with Expedia and everything had already been charged. I did end the conversation as I cannot help anymore. As she left the front desk she screamed out very loud vulgar language. The owner followed her and asked her to please calm down and he did in fact state his name. He stated his name three times to her and said please show me where and how you think your phone charger was damaged. He even said his name in front of a guest who was asking her to not use profanities in front of her kids. They both went up to the room and she let him in. If she was calm, collected, and reasonable I would run to phone store and buy a new charger. I am truly sorry that it ended up this way.