Complaints

• Initial Complaint

  09/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our family has stayed at Ramada locations before and felt confident booking with a well-known name. Upon arrival, we found several issues with our room, indicating that it had not been cleaned and had an apparent insect infestation. We were able to get a few photos, but these are some of the issues that we encountered: A broken and dirty drain plug in the sink, that we had to pry out to allow the sink to drain A soaked tissue clogging the bathtub drain Used toiletries bottles left at the sink Ants in the shower Small bugs throughout the room Several roaches (both crawling on the furniture and 1 previously squished on the wall and left there)Our children had already gotten their pajamas on for bed and we had to pack them up and drive around, looking for another hotel to stay at for the night. Not only did this experience damage the previously reliable Ramada name for us, but it ruined our weekend in ******* and cost us a significant amount to make a last-minute reservation somewhere else. We have contacted the hotel General manager, Ramada and Priceline and have not been issued a refund. Both Ramada and Priceline say that the hotel itself must issue the refund, but the general manager has not returned phone calls or emails.

  Business response

  09/19/2023

  
  Hello *******,
  
  BBB Case #: 20600697
  Hotel Site #: 08911
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *********************** at the Ramada by ******* property in *******, **.
  
  Thank you for contacting ************** & ******** ************** We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with us, and being a partner in our success.
  
  We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.
  As a thank you for your support, we would like to apply ****** points to your Wyndham Rewards account. The ****** points equals a free night at any of our Tier 2 properties found in all locations across the World.
  
  Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.
  
  Gain access to your member account 24/7 - to check point balances, redeem rewards and make reservations - simply by visiting www.wyndhamhotels.com/wyndham-rewards
  
  Please respond to this email advising you would like to be a member of our free Wyndham Rewards loyalty program and we will be happy to establish your account and apply ****** points as our way of saying Thank You for being a loyal supporter of our Wyndham properties.
  
  Thank you for choosing ************** & Resorts
  
  
  *******
  Liaison, Customer Care

  ************** & ******** Inc.

  Business response

  09/19/2023

  Hello *******,
  
  BBB Case #: 20600697
  Hotel Site #: 08911
  Customer Care Case #: ********

  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *********************** at the Ramada by Wyndham property in *******, **.

  Thank you for contacting ************** & ******** ************** We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with us and being a partner in our success.
  We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.

  As a thank you for your support, we would like to apply ****** points to your Wyndham Rewards account. The ****** points equals a free night at any of our Tier 2 properties found in all locations across the World.
  Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.
  
  Gain access to your member account 24/7 - to check point balances, redeem rewards and make reservations - simply by visiting www.wyndhamhotels.com/wyndham-rewards.
  
  Please respond to this email advising you would like to be a member of our free Wyndham Rewards loyalty program and we will be happy to establish your account and apply ****** points as our way of saying Thank You for being a loyal supporter of our Wyndham properties.
  
  Thank you for choosing ************** & Resorts
  
  
  *******
  
  Liaison, Customer Care
  ************** & ******** Inc.

  Customer response

  09/20/2023

   
  Complaint: 20600697
  
  I am rejecting this response because: receiving points does not adequately make up for our loss of $200CND or the fact that we had to spend another$300 on an alternate hotel room. At the very least, our room needs to be refunded. 
  
  Sincerely,
  
  ***********************

  Business response

  09/25/2023

  
  
  BBB Case #: 20600697
  Hotel Site #: 08911
  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, third party and the guest if you are looking for a refund.
  
  Once again, we apologize for any inconvenience this may have caused.
  Kind regards,
  
  
  
  *******
  
  Liaison, ******************************* & ******** ****

  Customer response

  09/29/2023

   
  Complaint: 20600697
  
  I am rejecting this response because:

  We have tried to reach the manager of this location on several occasions, with no response. We have tried calling and emailing and are told by front desk staff that he is working from home. This is not being dealt with in any form by this location and we don't even know whether he has actually even received our complaint. I understand that each hotel is independently owned, but this is damaging to the Ramada name and is unacceptable to have this much runaround for a refund of one night. 
  
  Sincerely,
  
  ***********************

  Business response

  10/02/2023

   

  ****This should NOT be coded as unresolved. We did offer the guest as below ****** Wyndham Reward points which is a free night at any of our Tier 2 Hotels****.  

  
  Hello *******,
  
  BBB Case #: 20600697
  Hotel Site #: 08911
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by *********************** at the Ramada by Wyndham property in *******, **.
  
  Thank you for contacting ************** & ******** ************** We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with us and being a partner in our success.
  
  We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.
  As a thank you for your support, we would like to apply ****** points to your Wyndham Rewards account. The ****** points equals a free night at any of our Tier 2 properties found in all locations across the World.
  
  Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.
  
  Gain access to your member account 24/7 - to check point balances, redeem rewards and make reservations - simply by visiting www.wyndhamhotels.com/wyndham-rewards
  
  Please respond to this email advising you would like to be a member of our free Wyndham Rewards loyalty program and we will be happy to establish your account and apply ****** points as our way of saying Thank You for being a loyal supporter of our Wyndham properties.
  
  Thank you for choosing ************** & Resorts
  
  
  *******
  Liaison, Customer Care
  ************** & ******** Inc.

• Initial Complaint

  01/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of occurrence: 12-31-2022 Amount in dispute: $165.05 I checked in for a GUARANTEED (by Priceline, Booking.com and the hotel itself) reservation and was told about a $150 "incidental deposit" that they wanted to place on my credit card. First of all, no major hotel in the world charges a deposit on a credit card. That's why I HAVE a credit card. I get charging deposits for a debit card, and I have found that to be pretty standard practice, but according to their own policy, my PREPAID reservation and my credit card are all that were needed.I found their "policy" buried deep in their "additional terms" (see below) in the middle of a paragraph about breakfast. Also, it said "USD 150" rather than $150. People scanning for fees are looking for a dollar sign. I was, because I have a processing disorder due to severe PTSD and 'COVID-19' and 'USD 150' looked the same to me. I should not have to have my caregiver book a hotel reservation for me because someone wants to hide fees in hopes that nobody will see them (it obviously worked). I counted at least three (3) spaces on the hotel's booking page where things like fees, deposits, and information needed to make an informed travel decision are supposed to go.Also, they sent me a personal confirmation a couple of days prior, again with NO MENTION of a deposit.Because they had already charged my card, we were unable to stay anywhere else. The desk agent would not issue an immediate refund, and was unclear as to whether I would even GET a refund, referring me to a "manager" who was apparently out of town for "at least 3 days", so my holiday with my brand-new wife was ruined. This is a memory I will never get another chance to make.

  Business response

  01/02/2023

  BBB Case #: 18669145
  Hotel Site #: 08911
  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 January 4, 2023. 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.
  
  

  Customer response

  01/02/2023

   
  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, provided they follow through. I will wait for contact from the business.
  
  Sincerely,
  
  *************************

  Customer response

  01/11/2023

  Hello,
  
  This business did not follow through as promised by ******* ************** It has been five days, and at least 2 emails have gone unanswered by both the business and *******. I would like this case reopened.
  
  Thank you,
  
  ****************************
  *******, **
  

  
  

  Business response

  01/23/2023

  Hello *******,
  
  BBB Case #: 18669145
  Hotel Site #: 08911
  ************* Case #: ********
  
  Dear *******,
  
  Thank you for notifying our office of the concern filed by ************************* at the Ramada by ******* 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 guest and her Bank.  We did send this to our Reseach Team, and they have confirmed the property issued a refund on January 12, 2023.
  
  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 response

  01/27/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We stayed at Ramada Inn at ***************************************** ******* December 15th through December 18th. The worst part of our stay was that there were roaches in the room! We were supposed to have free breakfast included and when we got there, there was no breakfast. The front desk staff said they don't do breakfast anymore but it is still listed on their website and it was on my reservation that they do. The front desk was also very rude upon check-in. I ask to speak to a manager and there was no manager available.

  Business response

  12/21/2022

  BBB Case #: 18611241
  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 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

  12/21/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 9/24/2022 Amount: ****** They committed to providing a clean, comfortable room.The room was not comfortable. The room had the appearance of cleanliness. The air was reeking of PineSol which was so strong, my roommate, who has asthma, was having difficulties breathing. The toilet seat clearly had hair on it and was broken.Since my roommate would not be able to stay in a room in which she could not breathe, we checked out immediately so we could find another hotel.Receipt showing the refunded deposit and non-refunded room rate.

  Business response

  10/26/2022

  BBB Case #: 18221094
  Hotel Site #: 08911
  ************* 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.  ************* does not have the ability to authorize or provide monetary compensation or refunds.  This form of resolution would require direct contact between the guest and the property management team.

  As a one-time gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night at any one of our tier 2 ********************* or redeem ***** points for a highly discounted night at any ********************* worldwide.  If you have yet to enroll in Wyndham Rewards, you can do so here: https://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=

  Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

  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, *************
  
  
  Wyndham Hotels & Resorts, Inc.
  Office: ************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This hotel canceled my reservation without notice when I showed up for check in at 10:30pm. At that time I had to scramble to find another hotel in the area. They did not give me an explanation for what had happened and simply told me to contact my booking company for a refund and basically said good luck. There were three other people that this happened to before I arrived. The person at the front desk was very rude and was zero help, they wouldnt even give a number for their supervisor. It is my belief (not confirmed) that they were canceling some of the reservations that had been made weeks in advance in order to give those rooms to people showing up that night to get a higher price for the room. Very sketchy operation they have going on. Please continue to monitor this property.

  Business response

  07/11/2022

  BBB Case #: 17548015
  Hotel Site #: 08911
  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, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before July 14th. 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: ************

*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. ↩