We had a reservation made on our behalf and came to your the Ramada City Center in UB on August 3. What we did not know is that the hotel was not functioning yet. (There was no coffee available in the lobby bar, there was no restaurant in the hotel that was open, floors were still being painted and renovated, there was no place to eat breakfast in the morning, etc.) Nevertheless the next morning when we wanted to check out and pay for our two connecting hotel rooms, the bill had an extra charge for four breakfasts even though breakfast was clearly included in the room rate for the four persons staying in two rooms.
(Additionally, the dining room was not open, we had to walk through a construction site from the kitchen to a small enclosed room off the as yet unopened mall, and our breakfasts were carried through this construction zone to the small room where guests were asked to have breakfast. We would never have eaten breakfast at all if it were not included in the room rate, and indeed did not eat what was put on our plates. The breakfast under these conditions was extremely unpleasant and loud given the buzz saws and hammering and dust all around us.)
So, we were asked to pay for a breakfast we didn't really want to eat and while discussing this became dangerously late for our flight. The desk manager guaranteed that if we came back the next week as planned, the hotel would be finished, all the glitches would be resolved, and that we would be extremely happy customers with the services provided. We made a reservation again for the same two connecting rooms one week hence.
When we arrived one week later, we were told that there was no reservation for us. When we insisted there was, the reservation was found but we were told that there were no two connecting rooms available. Since we were traveling with children, this was an impossibility for us. Connecting rooms were then found on a floor that was still under construction (although we were not told that). The noise was incessant. The smell of paint overwhelming. And the air conditioning not functioning. Upon arriving in the room we called the desk to say there was no ventilation in either room. We asked for two other rooms.
Now we waited for the ventilation in the rooms we were stuck with to be fixed. This took several hours and we were forced to wait without being able to take showers after one week on the road, in the airless rooms, until the technicians could figure out why there was no ventilation available in the middle of summer in Ulaanbaatar. This lost us several hours and forced us to take dinner in the hotel (which was another disaster).
The next morning we needed to use the business center partially for urgent emails related to my medical practice as a doctor. We were not able to use the business center since it had been rented out completely. So it took us a whole morning until finally we were lent a computer, that crashed several times, for use in the lobby. Then when we wanted to print the documents, that was another long story. Then when we asked for two envelopes, the hotel bizarrely did not have any envelopes that were not pre-addressed TO the hotel. So there was not one envelope for use in this supposedly four star hotel.
In summary, I think everyone understands how substandard it was compared to any 3 star experience in Europe or North America, and certainly any hotel with the Ramada name on it. When we finally came to settle the bill and leave for the airport, our second + final time, the desk manager felt uncomfortable and didn't know how to settle the bill. So finally he offered us a free stay for the first night, and a lousy reduction on the second night.
So it is now unbelievable that after offering us the free stay, and after three weeks, the Ramada Hotel wants to charge us! (And even worse not even contacting us directly, but harassing the poor people who made the reservation to pay a bill they have nothing to do with!!). The hotel is unfinished, and the top management quite amateurish and under par.
ESSINGTON, PENNSYLVANIA -- We stayed for 2 days at the Ramada Inn on Industrial Highway by the Phila. airport. On our 2nd night there was a convention of biker cops - no joke. These people were partying on every floor of the hotel until 4:00am!!!!! There were prostitutes all over the place, people blasting music, slamming doors, running around in the halls, screaming, etc. We complained to the manager at least half a dozen times. These people were asked repeatedly to get out of the hallways, and absolutely refused.
When I went down to the desk in person in my pajamas at 3:00am there were several prostitutes mixing with these "police officers" and one of them tried to attack me because I said that they were slamming doors and she said that they were not slamming doors. One of the men in the group had to grab her and pull her away from me before she attacked me. The manager was pathetic, completely unable to handle the situation.
The next morning one of the prostitutes came running out of her room screaming that I was a ** because me and my husband and our 7 and 10 year old child were making too much noise as we were leaving the hotel to catch our airplane. The woman in the van with us to the hotel told us that she was pushing furniture up against the door, as she was so afraid of these people.
When I called Hotwire to tell them what happened, they apologized and contacted the hotel. At first they told us that there was no report of any trouble in the hotel that night, then finally someone called me, apologized and told us that we would be refunded the full amount of our stay. Turns out that then, one of the managers decided that we should only be refunded for the night that we were threatened by the prostitutes, not the other night, as we were not physically threatened the other night!!!!!!!!!
When I called the main number for Ramada to complain about this, the woman, **, made all kinds of excuses for the hotel. She asked why I didn't leave the hotel if I was threatened? That is their customer care - threatened in our hotels? Just pack up your family in the middle of the night and sleep at the airport. This should be their new advertising campaign.
Gee, I never thought of getting my kids out of bed at 3 in the morning, getting them dressed, packed and out of the hotel - we had no car - so I guess we could have taken the shuttle to the airport and slept on the floor of the airport, or I guess that is what the people at Ramada think is a great alternative to staying in their hotels, being kept up all night and being cursed at and threatened. I guess it never occurred to her to apologize for what had gone on at their property - maybe because this is par for the course?
I'm wondering if they have an official policy stating that you can only get refunds on the days that other "guests" at the hotel threaten you. If you spend other days at their hotel and aren't physically threatened or kept awake all night, then that's a good day for the Ramada and they will not refund your money!!!!!!!
BRIDGETON, MISSOURI -- My family arrived at Ramada Inn St. Louis Airport on August 10, 2010. It was 101 degrees in St. Louis when we arrived. We checked into a hotel room at the front desk. When we pulled around to the side of the building to bring our luggage in, the rear door was not secured and anyone could walk in off the street. The halls smelled of mildew and stench. After arriving to the room, we found the A/C not working.
Attempting to let the A/C blow hoping it would cool off eventually, I called the front desk and made the gentleman who answered aware of the problem. I told him that we were going to go out to dinner and would return later. His suggestion was to let the broken A/C blow while we were gone and he would have maintenance look at it, then if it wasn't repaired by the time we got back, he would change our room.
We returned to the hotel to find the room still hot and my son's brand new sneakers missing. I called the front desk to make the gentleman aware of the hot room and the missing shoes but he was off shift and I spoke to his relief, a woman who assured me that the missing shoes would be looked into and that we would be moved to a new room. So we moved to a new room and as my family got settled in, I went to the front desk to lodge the complain about the missing sneakers.
The woman at the front desk asked me several questions, as if suggesting that I had forgotten to lock the door or had not brought the sneakers in the first place. I insisted that the door was locked and I was fully aware of the sneakers in the room prior to leaving for dinner. She said that she could check the room log and that she could tell me if anyone had been in the room while we were out. She asked me to have a seat while she went through a door and "checked the logs".
I decided, instead, to walk down the hallway to see if the hotel complimentary computer station was working. It wasn't of course, so I returned down the hall, only to find the woman at the front desk, who was supposed to be checking the room log, goofing off in the hall with another employee. She didn't see me as she slipped back into the office from the side door and proceeded to the front desk to tell me that the room log showed no sign of entry.
It's obvious to me that she didn't really check the room log. It's also obvious to me that the gentleman who knew me and my family would be out to dinner and the maintenance department were the only people to have access to the room and our schedule. The theft of my son's gym shoes was an inside job.
I returned to our new room to tell my wife that we were being taken advantage of and found her and my sons loading the luggage tow because the center nightstand in the new room was literally crawling with ants. We immediately checked out and as I asked for the lady at the front desk's name I was told just to give the date of the incident and the shift if I had any further complaint.
This was the worst experience I've ever had in ANY hotel. I complained to Hotwire.com through whom I booked the room and they had no solution to offer. They claimed the hotel rating changed after we arrived and they apologized for not making us aware of the change before we arrived. They said they couldn't refund the money from our stay because although the experience was bad and customer service was poor, we had at least stayed one day.
Ramada Inn has done nothing to date to resolve this unfortunate incident and have made no effort to compensate us for our valuables being stolen. The hotel was not secure as advertised and the staff was in no way professional or courteous. Hotwire misrepresented their rating system and when the hotel they endorsed was not up to standard, they stood idly by. I will never again use Ramada Inn or Hotwire.com for anything.
We were on vacation and it was nearly ruined by this experience. My son's $100.00 sneakers were stolen from what was supposed to be a secure room in what was supposed to be a secure hotel, neither of which were the case. We had to spend an extra $400.00 to book another hotel at the last minute because of this experience. It cost us $500.00 and a significant portion of our vacation lost.
BLOOMINGTON, MINNESOTA -- I was NOT pleased at all with our stay at this Ramada Inn location. I booked our room online and was pleased when I found it to be GRAND OPENING weekend of a newly remodeled hotel. This hotel was also supposed to have Sharky the Shark AND the Backyardigans ALL DAY Saturday. We have a 3 year old son that was ecstatic to see them and thus, the reason I booked THIS particular hotel. To my disbelief... my son DID NOT see either of them on Saturday. I was told when we checked in on Friday night that they would be there Saturday from 2:00 - 6:00pm from 2 different individuals.
Then again while at the Mall of America I decided to call the Ramada just to verify again that they would be there for my son to see and yet again was told, "yes ma'am until 6:00pm." I called around 4:00pm and rushed through the mall to be sure to make it back in time to the hotel so my son could see these costumed people. I would NOT have made it such a big deal, but to a 3 year old, of course these things ARE a big deal and unhappily enough... no sign of them in the lobby, where I specifically was told they would be.
I asked at the front desk lobby and was told: "oh they left around 4:45pm", we got there around 5:00pm. I can't believe how unprofessional this was taken, like "big deal they aren't here, oh well for you", kind of attitude I was given at the front desk.
If I would have to rate this location on a scale from 1 (worst) - 10 (superb), I would give it a 3, just for the fact that the pool was clean and the renovation on the new outdoor area pool/fire pits/bar area was added. We never got to use it however, it rained Sat and Sunday, and on Friday night we were told we couldn't sit down because they were taking pictures to place on the website. Which I understood, but after the comedy club we went back outdoors only to find the bar area was closed down and there were 3 women sitting, talking outside with blankets around them and 1 of the fire pits going, they may have worked there, I don't really know.
They did a really great job on this outside part, but the rest of the hotel looks like a shack, nasty, dirty floors throughout hotel, looks like back in the 70's. When we got to our room, my mom thought it was just fine, but I looked around waiting for the cockroaches to appear. I was NOT impressed one bit. My husband just gave me this look like: "this is your deal, your vacation, let's make the best of it, but I wasn't expecting to pay for this." Yes, I got the grand opening sneak peek deal of $69.00 + tax a night, but I've stayed at way better than this for about the same price.
The room just looked dirty, not the beds, but the room in general. The bathtub looked like dirty feet had been there and left on the bottom of the tub for eternity, the bottom floor was caked with a black ring around the whole floor of the tub, the ceiling tile wasn't in place in some spots, the wall tiles were dirty and dust surrounded many of the tiles. When I went to open the window shades, the windows looked like they've never been cleaned with windex in ages and were streaked inside and out, they were so bad we couldn't even look through them.
The walls when we first walked in looked like they were pegged with paint balls at one time and just replaced with wallpaper to cover the holes, but you could still see every single spot. The walls were paper thin, my husband and I heard a woman in the next room crying, I felt awful. This is possibly the WORST hotel I personally have stayed in.
We were only supposed to stay Friday night and leave Saturday, but we didn't get in everything that we wanted to do so we stayed an additional night and left on Sunday. I personally wanted to change hotels, but my husband suggested asking for a different room, possibly a larger room or a connecting room. No discount was even discussed and it felt like they were trying to raise the price if anything with us.
Just overall... this is the worst place I have stayed at. No great customer service here, it felt like they didn't even care that we chose their vicinity, when the economy isn't at its best and there are many, many places to stay... I should have gone with my gut feeling and changed hotels after Friday night, but I thought maybe they would help us out and try to please us and make us want to stay there. No, they could have cared less. The breakfast in the morning was miserable as well and what's with the water and pop in MN, tastes like your drinking from a swimming pool, so not many great things to say about THIS HOTEL unfortunately.
SAN DIEGO, CALIFORNIA -- Two weeks ago I spent a Monday and Tuesday night at the Ramada on Hotel Circle. That Thursday, I realized I could not find my phone charger and called the hotel. Sure enough, they had found it in the room. The person at the desk asked for my address and credit card number, which I gave him.
I checked the mail for it every day after that. I waited one full week before calling again (in the mean time I had to go out and buy a new cell phone charger) to ask if it had been mailed. This time the person at the desk referred me to someone else, a manager of some type, who was conveniently "not at her desk", even though it was during normal business hours. I left a message on this manager's voice mail, with explicit details on my situation. At this point, I was still unfussed.
I was not contacted by this manager the following day so I called again on Saturday. The person at the desk told me that she was out for the day but that she would for sure call me the next day, Sunday. Well, unfortunately, that never happened.
So I called again today (Monday) and finally this manager actually seemed to be in her office. I talked to her, explained my situation once more and told her I had left several messages for her, expecting to be called back. She was nothing but rude with me, and snippily replied that she had left me a message. That was entirely untrue because I had received multiple messages from other people after I bought a new charger, but not one was from the manager of the Ramada. Regardless, if she had actually left me a message, how was I supposed to reply, she's never "at her desk".
Anyway, she said that she needed clarification on my credit card details, which I gave her. She said it would be mailed first thing in the morning. Ten minutes later, she calls again and leaves a message, as I am otherwise occupied. She said that my credit card still wasn't working, and that "we would have to go over this again tomorrow". As if I were in some way inconveniencing her.
Fair enough, I planned on calling her again tomorrow. Then, I checked my account online and guess what? Apparently my card information was valid because she has charged me three times for shipping. So now, I still have to call her tomorrow morning, but not to verify card info, but instead to try to get her to refund me for the other two charges.
By now I am incredibly angry and have no intention of staying at this hotel ever again. Even if it had been the most amazing hotel I had ever seen (which it wasn't), I would still avoid this place like the plague because of the terrible customer service of this one woman in particular. How she ever got to be a manager when she treats customers so rudely is beyond me.
Oh, and one other interesting little tidbit. This week I had the beginnings of a strange rash. I went to my doctor and he told me that it looked like scabies. Lovely. Yet again, another disappointment. There is no other place I could have gotten that delightful specimen other than that hotel. My mother always warned me about using the comforter on the bed in a hotel. I used to think she was crazy, now I think she was right. I would never recommend this place to anyone. Don't stay here if you can avoid it.
NIAGARA FALLS CN -- I just has the worst experience of my life at one of your franchises namely: Ramada, 7389 Lundy's Lane, Niagara Falls, ON L2H 2W9 905-356-6119. I planned a company meeting to be held at this property. I had 30 of my guest check in. I rented the Banquet hall for a day. The following day I rented a meeting room for the morning. When booking this event, I felt that if it was a Ramada that the accommodations would be acceptable. Out of 30 rooms rented we had a serious problem with 21 of them. That's over 2/3 customer complaints rate or 66% however you count it.
One of my attendees was told that he complained too much and they were taking him out of the room and he should find another hotel. MIND YOU THIS IS AUGUST!! Many of the attendees had no air conditioning and after complaining to the main desk they were informed that the property owners knew about it, but there was nothing they could do.
Another guest that requested to be moved from a room that had the carpet covered in blood so bad that they could not stay in that room. They were moved to another room that had no air conditioning. In attempt to complain, the phone did not work. After going to the desk, the clerk said she knew that but there was nothing she could do. I moved them into one of the rooms I had reserved. Then when checking out they were charged for all three rooms for two nights.
I had a guest who had two babies, 2 and 4 years old, in a room with no air conditioning. When request at least a fan they were told that there were no fans on the property, as you know THE WINDOWS DO NOT OPEN. This property has such a bad reputation that the shuttle bus driver upon hearing us talking, asked if they were in rooms ** and **, upon telling him yes, he asked if they ever fixed the air conditioning and if they ever cleaned up the blood at the front door. Many guest had bloodstains on their sheets and floors or had holes and rips in the sheets.
One guest had only one towel. Upon calling to the desk they were told they had no one to bring anything up, but if they came to the front desk they think they could find another towel. This situation was so bad, that during dinner I gave everyone a piece of paper and instructed them to put their room number on it and if there room was OK they should say so. If they had a problem they should indicate that also. I know that some on these problems are just normal complaints and should be taken with a grain of salt, but please take the time to read them and I think you will see that this property does not deserve your branding.
I have asked ** Operations Manager (and the highest person on the property) for an explanation. He shook his head and said everything was fine. I asked that everyone be given a $50.00 credit per night. He almost laughed and told me he would go out of business if he did that, then he offered me $20.00 off my room for two nights (apparently it is cheaper to give refunds of $10.00 each night than to fix everything). The sad part is that all of the desk people know and keep apologizing and say there is nothing they can do and that they hear it everyday.
I organize sales meetings all of the time, and around the country, to help keep everyone pumped up and motivated. It doesn't work when my salespeople spend half the day (all morning) complaining about how bad the rooms were and how nobody cared! What a waste of money on my part! I would like to see that everyone be given a $50.00 credit on their card for each night they paid for. I feel this would be the fairest solution for the property and my salespeople.
Even after I told them not to charge my card till everything got worked out, they did. Hopefully you care about the Ramada Branding.
ROANOKE, VIRGINIA -- We booked this room after 5 days without power in the sweltering summer. Although the air conditioning was so very welcome, and the hotel lobby was set up beautifully, it was not at all representative of the hotel itself. The halls and balconies were poorly lit, dirty, with broken tiles and decay very evident. You could see the street below where the balcony walls did not meet the floors and the insulation had decayed and browned.
The "laundry facilities" consisted of a washer and dryer crammed into a small space next to an ice machine - with no lights and sketchy power sources. The "recreational facilities" consisted of 2 tandem bikes - seemingly from the prior century - and a treadmill that was unusable due to the belt being dry-rotted. (Yes, it was that old.) There was a strange odor in the lobby hallways and the parking lot was full of holes, chunks of asphalt, and cracks.
The room itself was no better - outside of the conveniences of air and power. The room was billed as a queen size room. The headboard was queen size, the bed itself was a full. The blanket had holes in it and barely fit the bed. There were dark stains on the carpet and the box spring. There was no smoke alarm, and no knob for the "heater" in the bathroom. The toilet was filthy and looked as if the underside of the rim had not been cleaned in ages. The ceiling tiles in the bathroom were cut and did not fit in the drop-down grid properly, leaving dark gaps in the ceiling area. Although there were a microwave and mini-fridge in the room, both were old, scarred, and dirty.
There were spill stains/runs on the wall, as if someone had thrown something liquid against it and it had never been cleaned. The lampshades were dirty and torn and the ironing board cover was stained and dirty as well. It seems as if more attention has been paid to the lobby - to give appearance of beauty and style - than to the rooms, which are much more important to the guests who must reside in them. Again, although it provided a respite from our situation, I would not recommend this hotel in the state that it is currently in.
IRLO BRONSON HIGHWAY, FLORIDA -- We were looking forward to a nice Valentine's Weekend (as a Group) at the Ramada Orlando Celebration in Kissimmee, FL. It was extremely cold during this time of year. Our room's heating system (the one that sits on the floor and does not have a thermostat on the wall) was turned on to 74 degrees. After about 20 minutes, the room was still cold. We turned the heat up a little higher, still no heat. After one hour we called the front desk and they sent a maintenance person to repair it. After 10 minutes he determined that it was not repairable and called the front desk and only spoke in his foreign language.
Then he called my husband to the phone to speak with the representative. They offered us another room (by this time it is 1:00 am). When we asked them if the heat worked in that room, he stated "he could not guarantee heat worked". It was 36 degrees! In the bathroom, the ceiling had mold from a roof leak that streaked down the wall. The tile on the floor of the walk-in shower was black in several spots and needed Tilex/Bleach. We didn't take off our shoes. No comforter was on the bed, only sheets and a thin blanket draped at the foot.
We had to leave the hotel at 1:30 A.M. to find another one. They gave us a refund but continued to place a $50 hold on our credit card for 10 days. No apologies. Nothing. Do not believe what is on the internet - their website does not offer a Feedback page either. Our friends (in the same group that came that weekend) did not have heat either. Worst experience ever. They also charged them $50 to upgrade to a king sized bed!
LEVITTOWN, PENNSYLVANIA -- First there was no Internet access in the room though there was a computer in the lobby. The rooms were clean enough but musty from use.
STAY AWAY FROM THE RESTAURANT. I am a mulatto (African-American and Irish-American), my son is African-American and my wife is Caucasian. My eight year old son, I and my wife went downstairs to get a bite to eat. The waitress asked me if I wanted a drink and then disappeared, not asking anyone else. When she returned to the table, I told the waitress what my son and wife would like to drink. A middle aged lady stood at the jukebox (it looked like she came from the kitchen) and started playing country music (not entirely bad but she kept increasing the volume to where you couldn't hear the person next to you).
The waitress returned with our drinks but looked frazzled. I told her that we wanted to see some menus and she disappeared again. At this time there was a balding guy two tables behind me that was mumbling for a while. He raised his voice and said "whites only on the left". My son became very scared so I walked up to the bar and paid for my drinks and quickly went back to my room.
You may ask why I didn't report this to the hotel until the next morning. I had a frightened boy and an upset wife that was afraid to leave their hotel rooms. It is also not a good idea during an anti-racial moment to tell people who may or may not be involved, what room you are in and what car you are driving. Thank god Domino's delivers, at least my son didn't have to go to bed hungry.
The next morning when we went to complain about the incident, the person at the front desk replied "did you pay for your drinks?" After my wife assured her that we had, the desk agent said that "there was no reason that people have to act like animals." I think she was going to let her manager know but I got the feeling from the other deer-in-the-headlight looking minority customers that this was not an unusual situation.
BRATTLEBORO, VERMONT -- My experiences are too many and too long to post in their entirety. But they have been almost too humorous, if not unbelievable. I recommended the Ramada in Brattleboro, Vermont to guests coming in for one of the biggest events of the year, the Olympic ski jump re-opening there, the weekend of February 13th, 2009. The front desk "hospitality professionals" must have been recruited from a fast food burger operation, or dollar store, where I suspect they do a better job.
The night we arrived, Friday the 13th, the front desk person, a disheveled women in her 60's, was wearing a baseball cap turned sideways, ala "gangsta" style. The reservation was totally screwed up. She tried to insist that my guests, who were standing there with me at 12:30 a.m., were not due until the next night. I told her that was not correct and she replied, "I didn't say they can't stay here, I only told you they're not due in until tomorrow night." It only went down hill from there, over the next three days, every encounter was bizarre. The attitude was, "if you don't like it, just leave."
Later in the weekend, I also tried to reach my guests and there was never any answer at the front desk. No answer at a hotel's front desk? I had to call my guests on their cell phone.
I filed a well intentioned complaint with the Ramada 800 "customer care" department on Feb. 14th, as things continued to go awry. I thought I would want to know if I was a business owner, or stockholder. Now I know the source of the problems. After being cut off mid sentence, I was told I would hear from the manager of the Brattleboro Ramada within 23 hours. About two weeks later I got a call back, a message was left asking me to return the call. I did. The manager was not available and his voice mail was not working, according to "**" at the front desk.
I filed another online complaint with Ramada. I received a call from "**", a supervisor with Ramada "customer care" who left a message and asked I return the call. She did not leave a contact phone number. I called the 800 number I found online. My final attempt to contact "**", the supervisor for Ramada, at the Ramada "customer care" professionals was yesterday, March 1st. I was told there was no supervisor available.
They appear to have no concept of what "hospitality" is or "customer" appreciation. Nor do they seem to know how to handle bad public relations. This is less than mediocrity, for sale, at a decent price. I am not a difficult or demanding person, but I do expect the "hospitality" industry to reflect the very concept of hospitality, and graciousness in public relations. Ramada seems to only want your money. This one experience was enough. I can get this for a whole lot less cost, anywhere.