Complaints

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently called and made a reservation directly with the rep at the hotel it was not a third party when I booked it. I was to attend my uncle's memorial so I made the reservation for May 16 to May 18th, I then called them back within 2 days to cancel the reservation, because I found a family member to stay with, I was told by the clerk that it was within the time frame that I would not be charged. Today I received my credit card bill with a charge of $875.55. I called Ramada this morning and they told me they did not have a cancelation number for the transaction. I provided the number **************, The clerk refused to admit their error. I need to be refunded. Please help Thank you.

  Business response

  05/25/2024

  We have spoken to ******************* (guest) regarding this concern. Upon investigation, guest did make a reservation with third party agency. We have advised guest to email **************************** for any concerns regarding the booking. We have also provided ********************'s customer service phone number to the guest. Please note, hotel is not at fault because booking was not made at the hotel property level therefore our property management system doesn't allow us to make any changes to prepaid bookings. Please let us know if you have any questions. 

  Thank you,

  Management 

  Customer response

  06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Good day, I am following up regarding my dispute with Ramada , I have spoken with their reservation customer service department manager ******* * ****** ******** who stated that I made 2 reservations which is not true I only made one reservation on May 9th, at approximately 11:18pm.  I canceled the reservation a few days later, they did not email me the cancelation at that time.  I had to call them the following day. She also directed me back to the hotel manager, ***, for his assistance.  I have been getting the run around, he has apologize for the misinformation he himself provided to me.  He gave me a second confirmation # ************* besides from the first # *************.  Abigail said she found an agent that the hotel uses call Derbysoft channel, she does not have a contact number. Please help me to get my money back, I feel like I was scammed.  Sincerely ******* ******. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/23/2024

  Dear Better Business Bureau,
  

  We would like to clarify, the guest, *** ******* ******, had booked her booking on her own via a 3rd party travel agency channel. The hotel doesn’t have any direct affiliation with any 3rd party travel agency, as they are owned and operated by various entities.  Normally in the hospitality industry, 3rd party travel agencies are considered travel agents, whereby they charge the guest upfront and send hotel the booking after collecting its commissions. Guests must read the fine print before processing the booking. This complaint has nothing to do with our hotel, the hotel is only involved in this case because the guest selected this location for her stay.
  

  If the guest had made the booking at our hotel directly, either by phone or in person, we could help and assist *** ****** in detail to further research the booking. We have explained all this information to *** ****** over the phone. We have asked for her original confirmation and cancellation proof that she had called an agent to cancel her booking. As she has indicated she doesn’t have this information. We have advised her to contact Wyndham hotel’s customer service to further research this case, however when we called Wyndham customer care department, they were not aware of such case created to research the booking. Now, Wyndham customer care department is researching this case. I request the guest to follow up with customer care department by calling on ###-###-#### and providing customer case number: ********. Unfortunately, the hotel cannot assist *** ****** furthermore, as she has booked her booking via an online 3rd party travel agency.  We apologize for any inconvenience.
  

  Thank you,
  Management

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation, at the Ramada in the Bronx, but could not make it due to sickness. I made the reservation through ************ and tried to cancel. I have contacted them, and *********** has also tried. The hotel charged my card the full price of the room. which was $394.00. I with the help of *********** have been requesting for the charge to be refunded. The hotel will not contact me or *********** back.

  Business response

  12/07/2023

  Hello ******** BBB,
  Thank you for your email. We apologize; however, we did not receive your first electronic notice. In regards to the complaint from **********************, the guest had a confirmed reservation for 9/16/23. The guest never came to the hotel to check in and was charged a no-show fee per reservation guidelines. ********************** has indicated in the email, the hotel has not contacted *********** regarding cancellation request. This statement by the guest is not true, please see attached copy of communication to ***********. For your easy reference, we have attached a copy of the reservation booking made by **********************. In the highlighted sections on page 2, 3 and 4 it indicates the cancellation and no show policies. All charges from the hotel are valid and per reservation guidelines. Please note, when any guest books a hotel room and doesnt check into the hotel or tries to cancel the booking outside of free cancellation period, hotel has a right to charge per reservation guidelines. Please acknowledge receipt of this email. Thank you.    

*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. ↩