Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/17/2023 my family and I traveled to ********** to stay at this particular hotel Soley on the fact they had a "water park" when we arrived at 3 pm to check in, I was informed that our room was not ready to try back in a hour. 3 hours go by and our room was still not ready. they receptionist tried to get ***** to give me a discount, ***** took one look at the both of us and stated " H*** naw she don't get no discount" we get to our room and it was still dirty, half the water park was not working. I got up the next morning to order breakfast and my card was declined. I was charged a $200 "no show" fee. I contacted the booking company and the front desk, the front desk was unwilling to provide any assistance so my family and I had no choice but to check out early. when I asked for a receipt I was rudely told "no" I have been calling the hotel for a week straight to talk to the ** to get this matter resolved with no luck. I get told a different excuse every time I call in and ask to speak with the **. I just want my money back is all.

  Business Response

  Date: 04/07/2023

   

  Good afternoon *******,

  Thank you so much for reaching out to our customer care team regarding your recent stay with us here at the Ramada. While our goal is to always provide great experiences for our guests, in your case it appears that the experience did not meet your expectations. I wanted to reach out to you regarding your stay at the Ramada and the case opened with ************** After further investigation I do see that you were marked as a no show however, the no show fee only equals the 1 night charge therefore you were charged exactly the same rate as you would have been should the reservation have been properly checked in. ($179 (room Rate) +  $21.48 (Tax) = $200.48 (Total.) 

  I hope this clears up any confusion regarding the billing of your reservation. 

   

  Feedback like yours helps us to better ourselves and continue working to provide great experiences for yourself and other future guests! In appreciation for taking the time to submit feedback I would be happy to offer you a complimentary 1 night future stay!

  If you have any other comments or concerns, please do not hesitate to reach out to me via this email or the phone number listed below.

   

  ***********************

  General Manager 

  Ramada Tropics Resort and Conference Center

  **************************************************

  *********, ****  50322

  ************

  ************************************

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room for the water park months ago. I called ahead about the pools and was never told the water park was closed. I talked to multiple people as they kept changing our check in time. I then began to wonder about the hotel and through reviews learned the water park was not open. When I called to question this, they confirmed but would not give me my money back. I used my credit card points to purchase the room and so the credit card attempted to dispute the charges with Ramada. Once again Ramada refused to refund the money to the credit card. I then attempted to contact Ramada corporate being transferred to person to person with little assistance. Finally after 3 hours and refusal to let them go until I was refunded, I was able to get my money back. This occurred on December 28th, 2022 and was charged ***** rewards point on my credit card that I will be verifying gets returned. Luckily we were able to find the 5 1 star reviews that occurred over the last 3 days due to their dishonesty before we made the 6 hour round trip. Their website and ******** page are advertising the water park. Please have them correct their website and policies so other families do not face the disappointment my children just faced.

  Business Response

  Date: 12/30/2022

  Good afternoon ****************,

  Per our email conversation this afternoon you were not charged directly by the hotel. However your reservation was via a 3rd party site and they have processed your refund as approved by the hotel. Our waterpark is open daily and the only area that is currently still under construction is the large waterslides. Our guests are still able to enjoy 3 pools which include a zero entry children's area with multiple smaller slides as well as a hot tub and sports pools. We apologize for any miscommunication you received regarding the status of the waterpark area.  

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a one night reservation from 10/15/22 to 10/16/22 with Priceline. At check in on 10/15/22, I was asked for a card to keep on file for incidentals, and provided my credit card. At checkout on 10/16/22, I noticed a charge to my credit card for one night stay $130.18. I called the business that day to notify them and they said a manager would approve a refund. On 10/20/22, I noticed the credit on the account, however the business put a 2nd charge of $130.18 to my credit card without authorization. My credit card has two (2) charges and one (1) credit of $130.18. The business has been contacted 10/20, 10/25, 10/27, 10/28 and 10/29 via phone. Every time I call no manager is available or too busy to remediate and I am told I show a zero balance on file. I sent an email to the General Manager on 10/20 with proof of the double charge and proof of my one night reservation purchase with Priceline, and have received no response. Absolute poor, against the customer, business practice as well as lack of empathy. I am requesting a refund of $130.18.

  Business Response

  Date: 10/31/2022

  ****, 

   

  The following email was sent to ******************* on 10/29. Please update the case with this information. 

   

  Thank you! 

   

  ---------- Forwarded message ---------
  From: Ramada ********** General Manager <************************************>
  Date: Sat, Oct 29, 2022 at 5:49 PM
  Subject: Re: Double charge issue-******************************* #********
  To: ****************** <*******************>

   

  Good afternoon ********************,

   

  First let me apologize for the incorrect billing that occurred during your stay with us here at the Ramada. Thank you for reaching out to us so that we could correct this issue for you. Attached please find the documentation that this incorrect charge was reversed and placed back on the original method of payment. Please note that refunds can take **** business days, depending on your financial institution to reflect on your current card statement. 

   

  Again let me apologize for the inconvenience. Please reach out to me at this email address or directly by phone should you have any other questions or concerns. 

   

  Have a wonderful day!

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/15/22 I checked into the Ramada Tropics Resort **** @ ******************************************************************************. Upon arrival we found out the water slides were closed. I explained to the manager that was why we chose that hotel. I had even talked to a girl on the phone in the morning who said the water park will be open at 4. We were only there 1 hour and realized the slides were down so we wanted to switch hotels. I contacted Hotels.com and chatted with them about canceling my reservation without penalty. The manager there, *****, confirmed that I could cancel without penalty and get a full refund. hotels.com verified that I would not be charged, and so did Beary. I talked to ***** multiple times before leaving and he knew I left. Then I noticed on Monday my account was charged $137.26. I called Hotels.com and they told me to call the hotel directly which I did. They kept telling me the general manager wasnt there and then when my husband called he was there. He changed his name from **** to **** so Im not sure what the general managers real name is. I told him my card should never have been charged through them because I booked through hotels.com and he said I was a liar and I stayed there. I have proof in screenshots and conversations with Hotels.com that they were to refund my money and they never had permission to charge my card, that was for incidentals. I also took a video of my room before I left because they were very unprofessional and I didnt trust them. You can also confirm that on Saturday I paid for a hotel and stayed at the country Inn and suites in ********* instead. When I tried to call corporate they told me they were independently owned and called the hotel directly. When I called back directly he told me I was not getting my refund and he would call the police if I called again. I asked him to check the cameras as I was not there. They are just trying to scam me out of my money. I was told that I would get a full refund so that needs to happen please help

  Business Response

  Date: 10/24/2022

  Good afternoon **********************,

   

  Thank you for your recent communication with ******* customer care. I apologize for the fact that I was not in the office when you called to speak with me. Additionally, I apologize for any miscommunication that you have experienced with ***** or the front desk. We do our best to create great guest experiences and it's clear that we failed in your case. 

   

  Attached please find the folio from your stay with the requested refund outlined on the folio. Should you have any further questions please do not hesitate to let me know at your earliest convenience.  

   

  Have a wonderful day and we look forward to being able to serve you in the future!

  ***********************

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im stayed at your Tropics Ramada inn , I called and booked this hotel because of the wAter park .to arrive and find out its closed and only thing you offer is free cancellation..well all the other hotels are twice as much because its short notice . I made this reservation over The phone and asked for a room with two beds and a sofa sleeper and a the host said you have rooms that will fit my needs . Well when I got to my room that was no soda bed ..and a spider in my tub and chips on my floor! Another track member stated they had bugs in their room I did not want to change rooms ! The fitness center closed arcade closed and can only offer me a free nights stay at this hotel ! I was chargers

  Business Response

  Date: 07/11/2022

  When the guest arrived at the property they sent an email to the General Managers email. The General Manager and the ********************** Manager immediately responded to the room and offered the guest a room move. The guest was not in the room however we spoke to an individual and told them to have this guest come and speak to the front desk. The General Manager then sent a reply email to the guest offering the room move and letting them know who the Manager of Duty was for the evening and who they should speak with.

  The guest did not come and have their room moved. After the guest checked out they sent an email to the General Manager about their concerns. The General Manager replied and offered a complimentary stay on their next visit for bringing the experience to our attention. Guest than reached out to the property via phone and used racial and homophobic slurs towards the staff. All communications is documented within the Hotel System and is attached to this reply.