ComplaintsforRamada Limited Redondo Beach
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Complaint Details
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Initial Complaint
05/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I made a reservation for 04/08/2022 for 2 nights and booked a room with 2 queens size beds. I arrived to hotel around 10 pm. It was a hot day. The room was super hot with heater running on. I couldn't turn it off. I called reception and they also had problem to turn it off. The air conditioner was not working. They said they would give me *** but it was so hot ********************** couldn't breathe inside. The guy offered me a room with one bed and half size. Didn't offer any discount. I requested to talk to manager. She told me on the phone to leave the hotel when I described the problem. I told her I just drove 500 miles **************************************** and going for volleyball tournament in the morning. I had no place to stay. She told me I have to leave. I was in shock. I did not damage anything or even behave loud. I just complained about the situation. She called police to remove me from the room 15 min after my arrival. They charged me $*** for 2 nights. I just discovered it checking my credit card. I was told then by receptionist they would reimburse me. They did not. When I called them today: he said I had 24 hrs to cancel reservation.I did not cancel any reservation. I was kicked out from a hotel where I had a reservation ******************************************** I had to spend 2 more hours looking for another hotel then. I still cannot comprehend how this behavior can be legal. I still have not received my money back. Horrible management without any empathy or simply customers skills. Very very rude.Business response
07/26/2022
Business Response /* (1000, 14, 2022/07/13) */ ***Document Attached*** The guest, Ms. *************, checked in on April 8, 2022 for a 2 night stay. The guest called the front desk and informed him that the air conditioner was not working. The agent suggested switching rooms, which the guest declined. Since the guest had booked this reservation through a 3rd party and not directly with us, we suggested she contact the website she booked her reservation to see if they can help her find another hotel. She refused. She wanted to talk to the manager. The manager was contacted and she was given the same options but the guest was not happy with the suggestions. She wanted a discount and wanted to stay in the same room that the air conditioner was not working. The manager informed her since we did not charge her credit card and she had booked it through a 3rd party, she would need to reach out to them. She started being rude and disruptive and it was starting to disturb our other sleeping guests. The manager finally had to ask the guest to leave. She refused. Unfortunately, the police were contacted. Our police had to escort her off the property. We did not charge the guests credit card. The website she booked it on did. I have attached the email from the website she booked it on. She would need to contact them. Thank you.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.