ComplaintsforRamada Inn

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July the 4th and 5th we made reservations through Priceline for a hotel room in ******* on the main strip they was just bought out and they're going by the name of Ramada Inn, when Priceline gives you a room they have no idea what you are getting when you arrived we was in room 131 in the Ramada Inn, the door had a busted safety latch which half of the safety latch wasn't even attached to the door so we was concerned about our safety, we had one washcloth for two people, one chair for two people, the internet and the cable did not work so we had no television for the entire weekend, the shower curtain rod was missing the top screws so it slided down in the shower curtain kept sliding to the center of the shower rod so we had to shower with the shower curtains open. When we confronted them about it they said we should have inspected our room before we stayed in it. We did not go to inspect rooms we're not through employee and if we did it inspect it we would have the whole hotel shut down until things was fixed and by the door not having a safety latch we was in danger the entire weekend and they kept telling us they could not refund us since we booked through Priceline and the swim pool would not be open until July the 8th, when I told them I had pictures and I showed them pictures of our room their head swung up and they looked at me and she had the new owner come over and looked at the pictures but nothing was done . This building did not meet city codes and we would put in this room they had several people in line with the exact same complaints that we had we waited 45 minutes to tell them about our complaints because that's how many people was in front of us and server was behind us this trip was a lady's weekend out so if someone would have broken to our room that could have went really bad .we just had one little wobbly lock holding the door . we piled things in front of the door when we went to bed. This is a safety issue.

  Business response

  07/09/2024

  BBB Case #: 21956168
  Hotel Site #: 58686
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***************** at the Ramada by Wyndham property in *******, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation.The general manager will contact the guest on or before July 12th. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  

  *******
  Liaison,Customer ********************** & Resorts. Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July the 4th and 5th we made reservations through Priceline for a hotel room in ******* on the main strip they was just bought out and they're going by the name of Ramada Inn, when Priceline gives you a room they have no idea what you are getting when you arrived we was in room 131 in the Ramada Inn, the door had a busted safety latch which half of the safety latch wasn't even attached to the door so we was concerned about our safety, we had one washcloth for two people, one chair for two people, the internet and the cable did not work so we had no television for the entire weekend, the shower curtain rod was busted and the shower curtain would not stay on the shower rod. When we confronted them about it they said we should have inspected our room before we stayed in it. We did not go to inspect rooms we're not through employee and if we did it inspect it we would have the whole hotel shut down until things was fixed and by the door not having a safety latch we was in danger the entire weekend and they kept telling us they could not refund us since we booked through Priceline and the swim pool would not be open until July the 8th, when I told them I had pictures and I showed them pictures of our room their head swung up and they looked at me and she had the new owner come over and looked at the pictures but nothing would be done. This building did not meet city codes and we would put in this room they had several people in line with the exact same complaints that we had we waited 45 minutes to tell them about our complaints because that's how many people was in front of us and server was behind us this trip was a lady's weekend out so if someone would have broken to our room that could have went really bad because we just had one little wobbly lock holding the door closed we piled over things in front of the door when we would go to bed. We was put into a unsafe environment, Priceline needs to find a way to know what they are selling to customers. w in danger

  Business response

  07/08/2024

  BBB Case 21955539
  Hotel Site #: ??
  Customer Care Case #: ???

  Dear Contact:

  Thank you for notifying our office of the concern filed by ***********************. Please send the following information back to me.  When I receive the requested information from you, I will be in a better position to determine the next steps.

  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:

  If for some reason this concern is not resolved,please contact me directly at ********************* and I will personally help address the guest's needs.

  *****
  Liaison,Customer ********************** & Resorts

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had multiple issues with this place from the start. As we arrived at the airport, we had asked in advance about shuttle service. They had given a number and it was noted that a shuttle would come over immediately. We called and shuttle never showed. We called multiple times and waited over an hour with a very small child. At one point, when I called about this shuttle I was told they would get there when they got there and then hung up. When we finally checked in, one of our rooms had a broken window and we had a 3 year old in our party. We asked to move rooms. That did occur, but the front was rude about it. We had a major issue prior to our cruise. Some of my minors (17 and 16 years old) personal belongings were stolen from a hotel room. When I say personal belongings, this includes all traveling documents (passports, birth certificates, etc). The lady at the front desk first told me they had nothing. I called the cops and she sent one bag out the door and said that is all she had. This bag did not include travel documents and other personal belongings. She also claimed we stole the room, but we had checked in and they had provided the keys to the rooms. This was a terrible experience and for a moment we thought we were going to miss our cruise because of them taking critical documents. The lady at the front that I demanded to help me was rude. She told me she didnt make this mistake and was not required to fix it. I at one point tried to deescalate the situation by saying, we just want our stuff back and we will be on our way. The lady continued to be rude. After a long dispute, we finally found all our items behind the front desk where a cleaning lady had informed me the location of these items. There was also weed smell throughout the building and what also appeared to be prostitution occurring. We checked out early and asked for a refund. We did get rooms waived for the night we didnt stay. I feel we should have got it all cleared after this.

  Business response

  06/20/2024

  BBB Case #: 21874029
  Hotel Site #: 10919
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ********************;at the Ramada by Wyndham property in ******, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation.The general manager will contact the guest on or before June 21st. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

  *******
  Liaison,Customer ********************** & Resorts. Inc.

  Customer response

  06/26/2024

   
  Complaint: 21874029
  
  I am rejecting this response because: I never was contacted. 
  
  Sincerely,
  
  *****************************

  Business response

  07/02/2024

  BBB Case #: 21874029
  Hotel Site #: 10919
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ***************************** at the Ramada by Wyndham property in *******, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.

  Once again, we apologize for any inconvenience this may have caused.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************

  *****
  Liaison,Customer ********************** & Resorts

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked hotel online for an exact amount with taxes and fees included. I was then charged extra on my card, so I went to the front counter to dispute this charge. The lady at the front counter said there must be other fees included that she doesnt know about and told me it is what it is. I then called the hotel for a manager and she would not give me the manager and proceeded to hang up on me. The parking situation there is also very suspicious. They dont monitor the parking lots for vandalism or theft and they have lots of local friends hanging around there being very nosey, as they ask allot of personal questions that dont pertain to them. wheres your car, how long you leaving your car, what exact time are you back these questions are coming from the local business people who are just hanging around there.

  Business response

  05/16/2024

  
  BBB Case #: 21709918
  Hotel Site #: 10919
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************* at the Ramada property in Sea-Tac, ***
  
  To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before May 17, 2024. As a company, were committed to delivering a great experience with every stay with us.
  
  If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  
  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation to stay at the Ramada Inn on for Thursday 7/15/22. I received a confirmation email that clearly states my full name, that the room will cost $235.83 for 1 room, 1 night on 7/15 and that the reservation will be held till 6pm day of arrivalI arrived at 4pm. The front desk person asked for my ID and for my confirmation email. She proceeded to tell me that even though I had a valid reservation, they could not give me a room. Saying there are no rooms under this reservation. When I asked what that meant or who I could talk to to get more information she started ignoring me. I stepped outside to see if any hotels around had free rooms. They were all fully booked for same day reservations. Then stepped back inside to find a different front desk agent. I had him check for my reservation. He confirmed again that my confirmation was valid but that there were no rooms under my reservation. I asked if I could speak to his manager. He gave me a card with a phone number that led to the same front desk I was talking to. I asked him what else I could do and he gave me the phone number for central reservations.Central reservations told me they could book me a room at the Super 8, part of the same hotel group, for $258.74 but I would have to find my own way to the new hotel. I asked to file an official complaint with the hotel group and got the phone number for customer service. While I was on the phone with Central Reservation front desk checked-in at least 10 guests.While I was describing this incidence, they confirmed too that I had a valid reservation. My customer care case number with them is ********. I stayed at the Super 8 which had yogurt (?) stains everywhere on the carpeting.If I had been alerted earlier that there would be an issue in fulfilling my reservation I could have booked with a competitor hotel for a price and type of room of my choosing. I would like reimbursement.

  Business response

  07/20/2022

  BBB Case #: 17589241
  Hotel Site #: 10919
  Customer Care Case #: ********
  Hello:
  Thank you for notifying our office of the concern filed by ********* Un at the Ramada by Wyndham property in ******, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before July 21, 2022. As a company, were committed to delivering a great experience with every stay with us.
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  
  
  ******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Business response

  08/24/2022

  BBB Case #: 17589241
  ***** Site #: 10919
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ********************* at the Ramada by Wyndham property in ******, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. To aid me in resolving this matter, please reply with a copy of your official credit card statement showing the charges you incurred at the property you stayed at.

  Please be advised that we need your actual billing statement.
  
  What we are able to accept as a VALID Statement of charges:
  
  1.    Must have banking ***************************** on the Statement
  2.    Personal/Confidential Information blacked out
  3.    Must be CURRENT most recent statement
  
  What we are not able to accept as a ************************************** ***** Folio
  2.    ******************** Information
  3.    No ******************* Information
  4.    Screenshot of just the charges/no other information included
  5.    A previous month statement
  
  For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************

  *******
  Liaison, Customer Care
  
  
  Wyndham *****s & Resorts, Inc.
  Office: ************

  Customer response

  08/27/2022

  My complaint #******** was closed but saying that I did not respond. That is incorrect. The business messaged saying that they had forwarded my complaint to consumer services but no one ever reached out or responded to me.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked the hotel specifically because they had a hotel shuttle that would pick us up at the airport. When we arrived in ******* at 12:30am we called the number they gave us multiple times and no one answered and the mailbox was full. we used the shuttle phones to call the shuttle directly and still no answer. We called the main reservation line to see if they could contact the property but they couldnt either. I had to load my kids and luggage in a taxi and pay for transportation to the hotel. The reason I booked this hotel was for airport transport. When I got to the hotel the clerk said he couldnt do anything because I booked with Priceline. I asked for them to refund my money I had paid for parking to offset the taxi fare but he states the parking is paid to someone else, even though I paid the hotel directly in cash to keep my car in their parking lot. My car never left their parking lot. I would like my hotel charge refunded as I did or get what I was paying for or my parking I paid the hotel clerk refunded to right this wrong.

  Business response

  04/12/2022

  BBB Case #: 17016727
  Hotel Site #: ??
  Customer Care Case #: ???
  
  
  Hello:
  Thank you for notifying our office of the concern filed by ******* See. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.
  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:
  If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  
  
  ******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  04/12/2022

  Complaint: 17016727
  
  I only had the option to reject or accept but the hotel needed more information. 
  Hotel name: Ramada by Wyndham ****** Airport

  Check in: 04/11/2022

  check out: 04/12/2022

  Confirmation: 80605ED278487

  You have my name. All information put in this is public so please do not disclose my name or contact details in the messages. You will have everything you need from the check in date and confirmation
  
  
  Sincerely,
  
  ******* See

  Business response

  04/14/2022

  Hello,
  Thank you for notifying our office of the concern filed by ******* See.  With regards to the guest's comments on not wanted her name or contact details disclosed we need to open a case in the guest's name and the property will be able to view.  If the guest does not want her information disclosed we will not be able to assist.
  
  
  
  ******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  04/20/2022

   
  Complaint: 17016727
  
  The businesss response does include my name and they have the property information along with my reservation confirmation number. The have everything they need to open a case on their end and to look up my reservation details and come up with a  solution. All i ask is they do not use my name in this BBB complaint. They have responded with my name, which means they have it. Maybe its moot now that they responded with my name. They are allowed to disclose my name to the property. I am okay with that.
  
  Sincerely,
  
  ******* See

  Business response

  04/25/2022

  BBB Case #: 17016727
  Hotel Site #: 10919
  Customer Care Case #: *******

  
  Dear Contact:

  
  Thank you for notifying our office of the concern filed by ******* See at the Ramada by Wyndham property in *******, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before April 29th. As a company, were committed to delivering a great experience with every stay with us.

  
  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

   

  Kind Regards,

  
  *******
  Liaison, *************************************** & Resorts, Inc.
  Office: ************

  Customer response

  04/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, providing the manager does indeed reach out with a positive solution. I have attached proof of the paid parking I paid cash for at your guest services counter. When I asked for that to be returned to me to cover the fee of the cab they stated it was paid to a different company and couldn't get it back. My car never moved out of the Ramada's parking lot and the receipt is under Ramada, so Ramada might need to look at their processes for parking if they are subletting the parking lot out, or charging guests cash so they can pocket it under the table. Either way it sounds odd to me. I have never had an experience like this before. Another suggestion, maybe to disallow front desk clerks to wear earpods while they are working. Seemed like the guy that was helping me couldn't even been bothered to disconnect from his phone to help me with professionalism, and wouldn't doubt that is why he never answered the phone when we were calling for 30 minutes. Thank you for your help.
  
  Sincerely,
  
  ******* See

*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. ↩