Ramada Complaint - If you don't mind...
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 stock holder. 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 "Amanda" at the front desk. I filed another on-line complaint with Ramada. I received a call from "Polly", 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 on-line. My final attempt to contact "Polly", 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.