Ramada Complaint - Ramada's Personal Best?
FREDERICKSBURG, VIRGINIA -- May 25th began a series of mishaps that I never experienced before in a Ramada hotel. The James Weldon Johnson Community School of the Arts decided to have its planning retreat at the Ramada Inn on 2802 Plank Road in Fredericksburg, Virginia. I reserved six rooms for two days, one of which was to serve as a meeting room for our organization. Due to a very bad storm, I realized that I was going to arrive late. I called the inn to guarantee late arrival. One of the staff members told me that two of my members have already arrived and registered at the hotel. I told him that I wanted to guarantee late arrival for the remaining rooms. Apparently, this request was a difficult request for him because it took nearly twenty-five minutes to guarantee the four rooms.
After arriving at the hotel and checking into my room, I called the front desk to contact one of the members whom I was told earlier have already arrived and registered at the hotel. The woman replied that the member canceled her reservation and left the hotel. To no avail, I told her that this must be a mistake because I was previously told that the member was at the hotel. When I called the member's home phone number, her husband told me that she was at the hotel and gave me her room number. After talking to the member, I called the front desk again and told the front desk about the situation and requested a refund or some type of credit for the long distance call. He refused to honor this request. I then asked for a person in charge. This led to another long wait. Meantime, I was already more than thirty minutes late for our first scheduled meeting. The person who apparently was in charge at the hotel replied that because I made the call, they had to charge the expense and that there is nothing they can do to honor my request. At this point, I was very upset and I was very late for my scheduled meeting. I decided to try to resolve this matter at a later time.
On May 26 at approximately, 1:30 p.m., I left my room to prepare the meeting room for an upcoming meeting. I saw a couple of maintenance workers cleaning the meeting room and replacing a light bulb. I decided to come back to the room thirty minutes later. When I came back to the meeting room, I found the room with the door left open. I added this incident to my ever growing list of complaints. When I finished preparing the meeting room for the upcoming meeting, I closed the door and returned to my room. When I put my access card in the slot, the access card would not work. I tried five more times believing that it would eventually work. My members and I had experienced problems with our access cards on many occasions even though we were very careful in regards to where we placed our cards. Being unable to access my room, I returned to the meeting room in order to call the front desk. My access card for the meeting room would not work either. The access cards for nearly all of my fellow board members failed to work at the same time. Except for one board member, we were all locked out of our rooms. I walked to the front desk and told the woman at the desk our problem. She told me that this might happen because their guests normally stay for one day and the cards may have been set to expire after one day. With this type of service, that answer was completely understandable. She reactivated our cards but we lost nearly another hour of meeting time. This incident also turned out to be the last straw for some of our board members. Two of our board members decided to leave the hotel even though they paid for the second day. One of the board members, the one that I was told earlier had canceled her reservation and left the hotel, told me that she had other problems with this hotel and could not take it anymore. To this day she refuses to give me details about her experience at the hotel. With their imminent and eventual departure, the retreat was nearly a total ruin.
The next day, one of my board members and I went to the front desk and asked for the manager of the hotel. The front desk staff appeared confused and told us that the general manager was away on vacation and that there was no one who was really in charge at the hotel. They told us that the best person to talk to was the head of maintenance who is also the assistant manager of the hotel. We agreed to talk to this person. We told him about the problems that we encountered at the hotel. He told us that he would inform the general manager and that we should expect to be contacted shortly. To this date, I have not been contacted by anyone from the hotel.
After what has eventually turned out to be an unproductive meeting with the head of maintenance, I proceeded to checkout. The front desk seemed to not know how to check out three rooms. It took more than twenty minutes to accomplish this task.
In closing, this experience has left me the impression that the staff at this hotel did their personal best to make my stay a near complete disaster. Our planning retreat ended a day earlier than planned due to the mishaps at this hotel. I was able to warn another group who was considering to stay at this hotel to avoid this Ramada Inn. They decided to stay at Holiday Inn. I also stayed at a Holiday Inn two months after this horrendous experience. I used to associate Ramada with reasonable accommodations and service. With this experience, Ramada will be my last preference for hotels. I will continue to warn others about my experience at Ramada.
To help keep me as a potential future customer, I would like the following:
A refund and better service during a future stay in Ramada Inn would help to improve my confidence in Ramada.
At the very least I would like a response from your company regarding this incident.