Ramada Complaint - This has to be the worst place in the entire chain
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 new 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 XXX and XXX 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 there 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. Enclosed is a copy of all of the ones I received back. 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 Vahid Amini “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”.
This is from the Canadian office
I would first like to tell you that this stay was for business and that my complaints to follow are not just my experiences. I have many to report, there was a large bunch of us and this location was a half way point for the customers. I have been appointed spokes person for the Canadian division and you will be hearing from the USA division via Carl Jenny. Please allow me to say that your name and reputation is being jeopardized by this hotel location, the reason that we booked where we did is because no one involved with planning this meeting was from the area so we booked with your chain simply because of your good name, we will never book anything in an Ramada again and we will make sure that everyone we know will pass this information along to everyone they know and so on. I would however before I list the problems at the hotel let you know that the front line staff (the young kids) were wonderful they were left on there own with no power and all the complaints and they handled themselves in a very professional and courtesy way. There were a young girl who had only been there 2 weeks and an young boy 18 the day we checked in I forget their names but they did everything they could to handle the pressure and should be commended for this please convey this for us, the one young lady who was very good at what she did and how she handled herself was "Jasspreet" lovely girl however here hands were tied in what she was allowed to do.
Now on to our complaints, foremost it was hot and humid and 5 of the 6 rooms that head office Canada were paying for (2 nights) had NO air-conditioning working the windows didn't open and there were no floor fans the comforter in one room was dirty and was taking down to the front desk and the guy asked for a clean one first they told him that he didn't need it as it was too hot anyways!!!!! Then said they would fix the problem they put it back on the bed, this was totally unacceptable procedure he slept in his chair the two nights because he didn't know if the sheets had even been changed, as a matter of fact he went out and bought towels as so not to have to use what was in the room. Three out of the 6 rooms we had the phones didn't work and neither did the TV's and/or the remotes and the sheets curtains and carpeting were deplorable. I am only speaking strictly from the 6 rooms that I was in charge of having booked for this head office the partner from the USA "Carl" has had all our customers write down everything that was wrong with the rooms and he is compiling a list for you, I know that we negotiated a good rate @ $119.00 per room or $139.00 per suite but that is what you do when organizing meetings, though all of this there were no apologies give for any inconvenience the only thing that my boss was offered was one night free for only one room. I believe that we are owed something for the embarrasssment of booking this hotel. We brought our customers from across North American with the expectation of letting them see what a professional organization they are dealing with instead we looked like fools for not knowing better and not being able to accommodate there needs. I would like some kind of explanation and some kind of courtesy call from a spokesperson from you hotel chain. I can be reached @ 705-741-1385 ext 225 Monday to Friday 9-5.
If there is not some kind of contact from this hotel within the next 7 days I will be sending an editorial to all the major papers in and around the Toronto area and I will also be contacting the consumer report from the TV stations in Toronto and asking them to do some kind of report to protect all the people who think that they will have a pleasant stay at what we believe is to be a quality hotel chain.