Complaints

• Initial Complaint

  25/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of stay Sept 12/24 - 14/24 - check in staff discourteous, upset I did not hand them my credit card but insisted on keying in my PIN myself - room dirty, run down, and nothing like that pictured on the web site - toilet skewed on bas, no flush handle - lack of proper house keeping. I always had to go get fresh towels as none were left. Was given the 'eye roll' when I asked for a full set of towels - only tepid water available Saturday evening when showering - only cold water Sunday morning - on return to motel around 4:30 pm an note stated that hot water would be off between 10:30 am & 4:30 pm. It had been out since Saturday evening. There was no no running water.- when I went to check out Sunday late afternoon I was told I would have to pay for Sunday, as it past check-out time. The desk clerk did not seem to understand that I was leaving because there was no water, and I was not going to stay in hopes that they remedied the situation.- I tried to reason with the staff and they finally relented, but the room charge was for more than had been shown when I made the booking.- the desk clerk seemed to by goading my, trying to get me to lose my temper and perhaps yell at her. I am sure she was deliberately attempting to provoke me so she could later claim I had verbally assaulted her - she kept saying "I can't help you" I said that it wasn't that she couldn't help me but that she didn't want to help me. She nodded and said "You're right. I don't want to help you." Her tone was one of smug condescension, knowing that there was nothing I could do.- when I asked to talk to the manager she spun some lies about his whereabouts.- I asked that he call me, which he never did.- called him on Sept 20 and spoke with him briefly. He said he had to go and would call back. He never did, and my subsequent messages & requests for a call have not been answered.- without doubt, this was the worst experience I have ever experienced.- I think I am owed something.

  Business response

  23/10/2024

  Already refund the guest 10 days back. Please confirm with guest.
  

  Regards
  

  Ash

• Initial Complaint

  30/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 26th I checked into the Ramada in Abbotsford. This stay was booked through a 3rd party booking service, Agota. Upon entering our room we were overwhelmed with the smell of cigarette smoke. We put our bags down and as we always do, checked the room for cleanliness. There was dirt and crumbs all over the carpets. The bed were made with soiled linens, and had what appeared to be urine stains scattered all over them. The bathroom was scungy, the tub had black rings around it and every surface was sticky and unclean. There was no phone in the room so we attended the front desk. We told the lady working that the room was very dirty and she gave us keys to another room. I would like to note that she did not seem surprised that we complained. We went to the new room to check its cleanliness. This room also smelled of smoke. The beds were stained and the bathroom had mold growing in the corners of the tub stall. My spouse is severely allergic to mold so we made the choice to leave the hotel. We took pictures in the first room, and collected our belongings. We went back to the front desk and explained that we were not staying. We gave the room keys back and went to a different hotel instead. The hotel is refusing to refund our stay costs of ******. They stated the room was not able to be rented out because we left the bed cover pulled back. (I did that so the cleaning crew could see the stains and fifth and clean accordingly) We are not asking for compensation, simply a refund for the nights we refused to stay in the sordid rooms they supplied. *****, at this time has not been able to secure a refund, and in all honestly this hotel needs to be seen by the health and safety team. I have stayed in lower end hotels before, but have never been faced with conditions so deplorable that I chose to leave. I want to make a point of nothing that the girl working knew the rooms were disgusting and wasn't surprised we left. ****** reviews all state similar experiences.

  Business response

  31/01/2024

  Dear ***,

  We have already issued a refund to the third party Agoda credit card, Please advised the guest to contact the third party for the refund. Sorry for the inconveniences.

  Regards

  ASH

  Manager
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family including my little sister who is *** years old stayed at Ramada. The moment we opened the door the smell of cigarettes were unbearable. We have a *** year old who has issues with breathing. **** ***** *** ******* ****** **** **** ****** **** *********** There are huge bugs on the walls. We have pictures and videos. We reported to the manager and they would not refund. We were booked for a week but only stayed there for one night. Which we couldn’t even sleep because how unsanitary everything is. We insisted on getting full refund from our stay and they refused and told us they would charge for 3 nights. We left after the one night. I am complaining about this business solely because of how many violations *** ****** ***** **** *****. Especially considering the situation of our * year old and the way their management handled the situation.

  Business response

  22/08/2022

  Dear Sir,

  We would like to apologize to the guest for not having a pleasant stay. Guest booked one queen bed and asked for a second floor room. Upon checking, the guest did not complain about the room. In the morning the guest was complaining about flies and room not vacuum and would like to check out. We offered the guest the best room at our facility and upgraded to the honey moon king suite, but she told us she already booked at some other place. 

  Because  her booking was non refundable and cancellable we requested the guest to stay or else she would lose the booking money as she made non refundable booking. At the time of checkout she was well aware of the charges for cancelling the room. 

  Regarding the pictures posted by the guest, our housekeeping supervisor checks all the rooms and makes sure everything is  perfect in the room, in hot summer, being outside , there is always a possibility of fly getting in the room, we would like to apologize for it. 

  Thank you for understanding.

  Kind Regards

  Ash

  Customer response

  23/08/2022

   
  Complaint: ********
  
  I am rejecting this response because: 

  this simply doesn’t resolve any issues regarding the business failing their responsibility to serve right to their customers. 
  There were damages in the room, mould, strong cigarette smell, and not just a tiny fly that somehow got in the room like how the company responded… but a huge bug on the wall that looked like it’s been there for ages. It doesn’t not seem as though they checked it over, it seems like they have let that bug simply stay there. Not to mention, they have made a very misleading representation to the public for promoting their business. We would reasonably like to demand a full refund because they did not rent to us a room that met the conditions they advertised and was promised through their website by booking this stay. 
  
  Sincerely,
  
  ***** ********

  Business response

  29/08/2022

  Dear Guest,

  We would like to apologize for not having a pleasant stay, as mention to you earlier our house keeping thoroughly check all the rooms after the  clean up, you had booking for four nights advance purchase ( non Refundable) by wyndham and I already cancelled  two night free of charge when you were checking out. And I was more than willing to accommodate you in one of my best suite non smoking TWO queen bed, you mention, you already booked at a different place, and it was explained to you about one night extra charge, and you agreed upon it.

  Still, as a good gesture I can offer you one free night at our location. I have attached the invoice for your reference. Sorry for all the inconveniences.
  

  Kind Regards

  Ash

   

*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. ↩