Inconsistencies and rude desk staff
We were in Charlotte for a swim meet and all the downtown hotels were booked several months in advance for several convention/special events, but the Wingate was recommended so we gave them a try. When making the reservation, I inquired about half-day room use on checkout day (boys swim preliminaries in the morning, then need a power nap in the afternoon before heading to the finals in the evening). I was told with a pleasant voice there would be no problem.
Checking in, the evening staff was very polite, even got us another room when the air conditioning wasn't working up to par (and the hotel was almost completely sold out). We were also told by the night staff that the half day would be simple, just pay for it on the morning of the checkout day.
On checkout, Wesley at the front desk was very rude to us as well as to another swim family insisting that Wingate NEVER allows half days and we would be required to be completely checked out of the hotel by noon. We asked about late checkout as the morning swim meet usually isn't over until noontime and he again rudely informed us that we would be required to be completely out of the room by 12:00 with no exception.
We cut our time at the swim meet short to get back to the hotel to pack, and there was another "gent" at the front desk so I asked why I was assured I could have a half day by some employees, but flatly refused by others. He said I could pay a half day fee to get a one hour late checkout, but the hotel was sold out and this was not available (yet he offered to let me purchase a full day, AND, I went online to see if I could book a room for that day, and the website said more than nine rooms were available).
Every hotel chain we stay at has always been more than accommodating about late checkouts and half-day use, but Wingate has shown to me that customer service is something they know very little about, and do not care about.
This experience alone will prevent me from ever booking a room at a Wingate again.
On a positive note, housekeeping was very pleasant to work with, and was always on top of any request we made.