Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all when booking the rooms we were told there was shuttle service. When we arrived at the airport and called for the shuttle we were told that there was no shuttle. When checking into the hotel the rooms were not ready. The hotel staff told us that we could store our luggage in a secure room by the front desk where it would be locked at all times. When we returned after a few hours the door was unlocked and wide open and there was no one behind the front desk. Luckily enough our suitcases were still there. The hotel was located in a very dangerous part of the downtown with a homeless camp directly across the parking lot. The elevator, hallways and rooms were filthy and our room smelled like vomit. We asked to switch rooms but were told that they had no other accomodations for that evening. There was a vending machine with snacks but none with water or sodas. We were told that we would have to walk two blocks this way and another block that way to find beverages. The ice machine was leaking and there was water all over the floor. We slept on top of the beds that evening and in the middle of the night a loud fight/argument took place in the back parking lot right outside of our bedroom window. We had an early flight out at 6:00 a.m. the next morning and we were never so glad to get out of there in one piece! We are not sure how this hotel can keep the Ramada Inn franchise when it is truly a horrible place to stay. We are also filing a complaint with Ramada Wyndham and the Anchorage Chamber of Commerce.

  Business response

  12/20/2024

  Summary:
  Mr. ******** *** arrived at the hotel before the official check-in time of 4:00 PM. As the rooms were not yet ready, we informed him of this and offered to store his luggage in the storage room. While returning later for check-in, Mr. ******* noticed the storage room door was open, as other guests were accessing the room simultaneously.
  

  Details:
  

  1. Check-In Timing:
  A screenshot of the time Mr. ******** *** officially checked into his room has been attached for reference.
  

  2. Homeless Camp:
  Mr. ******* expressed concerns about a nearby homeless camp. Please note that the camp is not located on our hotel property. We have previously filed complaints with the municipality and the  ***************** through their website, requesting action. We are still awaiting assistance on this matter.
  

  3. Ice Machine:
  The ice machine was checked and found to be in working condition. We have not received any complaints regarding it from other guests.
  

  4. Vomit Smell:
  In response to Mr. ******** report of a vomit smell in the room, the housekeeping manager was dispatched to inspect the area. No odor was detected during the inspection.
  

  5. Noise Disturbance:
  No calls regarding noise complaints were received at the front desk during Mr. ******** stay. Had we been informed, the night front desk associate would have promptly addressed the issue to resolve it.
  Action Steps:
  

  We regret any inconvenience experienced by Mr. ******** *** and assure him of better service during his next visit.
  

  Should Mr. ******* choose to stay with us again, we will strive to provide an improved and seamless experience.
  

  Thank you,
  Cyrus ****

  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We were charged for a room that was a bait and switch. We were told they had a smoking room, traveled to get there, to find out they were a non-smoking facility. They said they were sorry that online they offer a smoking room, and would cancel the reservation at no charge. We were charged unfairly.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Monday, September 12th I checked into the Ramada Inn downtown Anchorage, AK. I reserved my stay using the hotels website and was charged a room fee of $661 for two nights. After entering my room, I was greeted with an extremely foul odor that was present even in the hallway. The hotel room was a suite and had baseboards molding, windows that could not be opened (sealed shut) so no ventilation could take place. Within five minutes of the stay I went back to the hotel desk to switch rooms due to the extensive odor. After receiving an additional key card for another much smaller room, I once again was greeted with a repugnant smell that could not be denied. Furthermore, this room had hardwood floors that would make any shoe stick to the surface. Upon further inspection, there was piles of cigarette ash under the bed and a thermostat that was completely broken. When trying to enter the bed to go to sleep, the sheets were stained brown, wrinkled, and with black hair inside the sheets. I returned to the front desk where I asked for a full refund from my stay as I could not stay a night, let alone two, in such a place. The front desk staff informed me that they would refund me but has yet to do so. They also told me to stand outside in the rain in order to wait for a taxi. I have contacted their hotel, their customer care, and their management with no refund after ten days following this stay. I have also disputed the charge with my bank and have yet to get it resolved. Yesterday I attempted for the third time to contact the hotel directly and they had their shuttle driver answering the phone for them instead of hotel staff. I am convinced this hotel does not manage or clean their hotel rooms. Further investigation on recent ****** reviews have all stated the same problem. This needs to be looked into immediately and an inspection by the city should take place.

*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. ↩