Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  August 6-7, 2024 At the airport the shuttle totally ignored me yelling at him and he just kept on going. I tried calling the motel and they just said that the shuttle would be back around in an hour. After an 11 hour plane ride, I was exhausted.. Then when I finally got to the motel, I again was treated with no respect. At first they wanted me to take a second floor room, they said there was no first floor rooms. When I told them that I was disabled they still said there were no first floor rooms available and there were no elevators. I asked if I could have help with my luggage and they said that they couldn't help me. I have 2 heavy suitcases and 2 heavy backpacks and they wanted me to carry all of it upstairs despite me being disabled and my reservation said I needed a downstairs. Then I told them my dog was a service dog and they at first said they didn't have any rooms to accommodate my dog. I said "then fine cancel my reservation, pay me everything back and I will be getting ahold of the proper authorities and letting them know that you are refusing to allow my service dog and that is discrimination against the disabled ". All of a sudden they changed their attitude and said, "well hold on let me see what I can do". Now they all of a sudden had a downstairs room and it would accommodate my dog. I went to the restaurant that is inside their motel to get something to eat and again my service dog was refused. I explained that he was my service dog and they said "we still can't have him here". What is with these people who are actually breaking the law. A service dog is allowed no matter where you go. The next morning, I went to check out and once again I was ignored. Finally one of the workers asked if I was checking out and I said yes. I gave him the room keys and started to ask him a question and he just walked away from me while I was talking to him. I had to go back after checking out because I forgot my cellphone charger and they refused to go look for it.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a hotel room at this hotel from 12/27 - 12/28/2023. My check-in time was 3pm on 12/27.23. On 12/26/23 at around 7pm, I encountered a medical emergency which prevented me to board my flight from ***-*** to check-in at this hotel. I immediately called booking.com whom I used to book the reservation and Ramada hotel to alert them on my health concerns and that I would be unable to check-in. There have been several interactions between booking, myself and Ramada from that point on regarding reimbursing me for the hotel fee since I was unable to travel due to sickness. I have emailed both Ramada and Booking.com my physicians letter advising me not to travel as proof. The Ramada hotel manager ****** claims I was a no show and per hotel policy, I am not owed a refund. She also stated at the time I called, there were no staff available to triage my concern accordingly, although that night I spoke with a front desk personnel at Ramada who stated he would cancel my reservation due to illness. After endless unsuccessful conversations with Ramada and booking.com, I filed a claim with my bank Chase for further support. Booking.com and Ramada denied the claim, still claiming I was a no show when I made all possible attempts to warn them of my illness, approximately 20hrs before my check-in time. I believe my funds have been wrongly collected and am *********** a full reimbursement. I believe Ramada wrongly reported me as a no show when they were fully aware of my concern. I believe it is their full responsibility to all customers to have available staff present for these types of occurrences. I believe I have been treated unfairly and that my medical condition is not prioritized as stated by my doctor. I believe this is an unacceptable way of running a business, as the customer is not protected nor valued whatsoever.

  Business response

  03/27/2024

  Our records show that the guest ************************************************** booked a pre-paid non-refundable reservation with Booking.com on 12/26/2023 with an arrival date of 12/27/2023. Later, on 12/26/2023, the guest placed a free cancellation request which was declined, and the guest was advised to contact Booking.com directly since the hotel cannot modify/cancel a third-party booking. (See reservation details,policies, and communication with the guest on the attached document). The guest must read and agree to the reservation policies (including non-refundable)before completing the reservation.
   The guest also spoke to a hotel agent and was advised to contact Booking.com directly.
  The reservation was never canceled and since the guest did not arrive at the hotel,the reservation was marked as a no-show, and a non-refundable no-show fee was applied. Even if we have been informed that the guest is not arriving, as stated before, we are unable to modify/cancel a third-party reservation in accordance with the Hotels agreement with said third party.
  When the guest contacted us on 01/02/2024 to explain her health situation, the reservation had already been marked as No-Show, and the Non-refundable No-Show had already been applied and settled with Booking.com, hence our inability to process a refund.
  The Hotel did have staff available, the guest spoke to hotel staff, and the guest request sent via Booking.com message was replied to, and all the procedures were followed by the hotel staff and management team.
  We understand that the guest was unable to travel due to health issues and we apologize for the inconvenience,however, we are unable to waive the fees for this reservation.
  

  Customer response

  04/02/2024

   
  Complaint: 21475330
  
  I am rejecting this response because:

  I did not initially contact the hotel on 1/2/24. I contacted the hotel the very same night on 12/26/23 when the reservation was made. I was told by the hotel manager ******  on the night I called, there was no available staff to deal with this type of request/concern. I did speak with a male front desk person on 12/26/23 from Ramada but he was not able to assist me in that manner. He only took notice of my upcoming absence for 12/27/23. Booking.com whom I booked the reservation from also made an immediate phone call to Ramada hotel explaining my situation. They have given me all dates and times when Ramada was contacted on my behalf. I should not have been marked a no show when all efforts have been made to support my request. 

  
  Sincerely,
  
  *******************************

  Business response

  04/04/2024

  As stated in the original response, even when we know that the guest is not arriving, we, the Hotel,cannot modify/cancel a third-party reservation, which is why the guest was several times asked to contact Booking.com directly. When contacted by Booking.com both by phone and email, we agreed to the cancelation, which should have been done by Booking.com, and we declined to waive the fees according to the cancellation policy in place. The reason why Booking.com did not cancel the reservation is unknown to the hotel. Keep in mind, that even if the reservation had been canceled, this was a non-refundable reservation, and a non-refundable cancellation penalty would have been applied instead of the no-show fee. There is staff available 24 hours and they are all trained to provide the information needed in this instance, they did, both guest and Booking.com calls are correctly documented, and they responded to the requests based on our policies as they are asked to do.
  
  

  Customer response

  04/08/2024

   
  Complaint: 21475330
  
  I am rejecting this response because:

  This is why I alerted Better Business Bureau to begin with because your policies do not favor your clients in anyway whatsoever. How do I make a reservation on the same day, and less than 8hrs I develop a medical condition that could not have been prevented, which prompted me to cancel my trip and I am STILL held liable for the cost? How are there no policies to protect the customer in that regard? Why isnt my doctors note not valid nor taken any seriously to support my health concerns? Why cant considerations be made for urgent cases such as mine, especially when I acted quickly, at least 24hrs before my check-in time? 
  ALL customers who anticipate doing business with your establishment should be warned of this, despite your policy of no reimbursement for cancellations will be applied, no matter their urgency. 
  
  
  *******************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've made a reservation at this location for 12/14/22, my flight was cancelled so i've called the hotel to cancel the reservation and they were very rude and they dont want to refund my money so i've disputed the transaction with my credit card. I won the dispute, the bank closed the case and refunded my money back.Today 3/7/2023 i've discovered another charge for the same hotel for the same amount. This is unacceptable.The hotel didn't like the resolution and charged my card again.

  Business response

  03/09/2023

  Guest ************************* booked a room with us for 12/14/2022 for 1 night at a rate of $81.70 plus taxes for a total of $92.32, this reservation had the following cancelation policy:
  Cancellation policy:
  Cancel 24 hours prior to arrival by 6pm to avoid 1 Night charge plus taxes.
  (Cancelation policy is displayed on the guest confirmation letter, see attached)
  
  Guest ************************* cancelled the reservation in the morning of 12/14/2023, less than 24 hours prior to the arrival date, therefore, a 1 night charge plus taxes cancellation penalty was applied.
  
  On 01/06/2023 we received a charge back from the guest bank regarding this transaction, we responded said charge back and provide proof of our cancellation policy and the creation and cancelation dates of the reservation, after deliberation, the guest bank closed the case in our favor.
  
  When a dispute is presented to the bank, the institution issues a refund to their customer(guest)  for the amount disputed, the institution then opens an investigation that includes contacting the merchant(hotel) and taking the disputed amount out of the merchants account. This process could lead to believe that the customer has won the dispute, however, if the institution, after receiving response from the merchant, believes that the transaction was valid,they will then reinstate the original charges to the customer account and release the amount to the merchant account, which could lead to believe that the merchant has charged the customer again.
  
  I am providing proof that we have only charged the guest once for the cancellation penalty, in the attached Transaction history, it shows that between the dates of 12/13/2022(booking date) and 03/09/2023 there is only 1 payment processed.
  
  The property has not charged this guest twice.
  
  Im also attaching:
  Guest confirmation letter with the cancellation policy.
  Guest hotel folio.
  Transaction History
  Guest cancellation letter.
  

  Customer response

  03/09/2023

   
  Complaint: 19553049
  
  I am rejecting this response because:

  my dispute was resolved on my favor, my bank has not communicated that I need to present more information or the charge was reversed. So the only one who can present a charge back to my account is the hotel. As *** stated before this is a felony and scam. You should have accepted the banks resolution. But instead you charged my credit card again.

  this Is unacceptable.

  
  Sincerely,
  
  *************************

  Business response

  03/10/2023

  The Hotel has not charged the guest credit card for a second time and we have provided proof that between the dates of 12/13/2022 and 03/09/2023, there is only the original charge for cancellation penalty.
  
  The hotel cannot open a dispute or put a charge back to the guest account, we can only respond to the original dispute opened by the guest and provide all necessary proof to explain why the charge is valid. Note that in the letter received from the guest ban, dated Jan 5, 2023, it explains that while the bank considers the matter settled, the merchant can determine if the guest is entitled to the credit or not, we have provided proof to the bank as to why the credit is not due. We have followed our own policies, which the guest agreed to when booking, since there were fully disclosed at the time of booking. We do not have the details about how the guest bank communicates to the guest the hotel response to the dispute or if they disclose the details of the process, but Im sure the guest can verify this information with his bank.
  
  We are not acting unlawfully,we charged the guest a cancellation penalty in accordance with the policy disclosed to guest at the time of booking, and in consideration of the cancellation date and time. We responded the dispute and proved that the charges are valid, and we have not charged the guest again. 

  Customer response

  03/13/2023

   
  Complaint: 19553049
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

*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. ↩