NEWARK, NEW JERSEY -- My wife and I checked into the Ramada Plaza Newark Liberty International Airport Hotel: 01-05/2018 - Fly on 01/06/2018 and using their park and fly to return on 01/17/2018. Reservation ID ** under my wife's name Patricia **. Hotels Phone # 973-589-1000. When returning on Jan. 17, 2018 in the evening to load up our luggage, I was to find my car vandalized, to put it mildly. All 4 tires and rims gone off my 2016 Honda Accord Sport and sitting on 2 blocks. I went to the front desk. Spoke to the manager Jada.
She said they tried to call us 4 times - not true. Only message left on our home phone and of course we were not there Stated: "Hello my name is Bill ** - Director of security Ramada Plaza Airport Hotel - Phone # **. Please call. I would like to speak to you”. When checking into the hotel, first question I asked the woman desk clerk was. “Is this area I parked in a safe area?” She assured me, “Yes it is.” I parked my car in back of the main building between 2 white lines, in a gated lot. I was told this lot had cameras, Only to find out when the Newark Police came to fill out the report the cameras did not hit this exact spot I was parked in. Does that sound like maybe someone knew this?
We are not talking about a negligent act of leaving a cell phone or leather jacket on the seat to be stolen. On top of the loss it was too late for us to get a rental, so my wife and I, could be back in PA. to work the next morning. Of course the car had to stay there until I could get everything arranged to have it towed to a shop for repair, which ended up taking almost 2 weeks.
The only thing the hotel would do is offer us a complimentary room for 1 night. Damage to car $3,148.55 + car rental. (Again I say, a gated lot with security people, and no one say my car being vandalized). After writing 4 times to Wyndham Hotel Group Ramada Worldwide. EMAIL - firstname.lastname@example.org. Only result was an apology saying they would contact owners and offered me free points. That failed, so I was given a name Path ** who is not the owner, and no email address or direct phone #. Basically saying good luck find the owner on your own. This is a lesson to park at the airport even if it more costly. In the long run it would be cheaper.
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.
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.
MILWAUKEE, WISCONSIN -- Stayed in this hotel since Wednesday night, for a total of four nights. Hotel overall MUCH better than one we stayed at two weeks ago in Laramie Wyoming (however that wouldn't take much). However, tonight the hotel has rented out a large room that sits in the center of the hotel. All of the walls of this room are glass and all of the inside hotel rooms are built around this so that the room windows look into this room. There is a party going on with live music that is so loud we cannot hear our TV without it being turned up to extremely high volume. We feel like we are at a concert sitting front row stage center (except it's not even good music) with the band yelling into the mic.
We were told by the front desk this party will be going on until midnight. Really? You would book a party like this at a hotel that does not have a proper Banquet room away from other hotel guest?! We should have been warned. We are here on business and have had to get up early to work every morning including tomorrow. This will be the last time we ever stay in a Ramada and for obvious reasons ever recommend one. Very surprised Wyndham owns hotels of this quality.
FT. LAUDERDALE, FLORIDA -- Started my vacation with 3 days 2 nights in Ft. Lauderdale then to West Palm for a cruise. When we called the hotel to say our plane was delayed, they did not have us registered. Had to call the reservation specialist to find out what happened and they finally found us. First night awoke during the night to my hand and back and leg itching. Got up in the morning to find I had horrible bed bug bites. My hand was swollen from my wrist to the knuckles, my thigh was swollen twice its size, my shoulder, back and neck were huge and it hurt so bad I had to go to the ER.
When we returned to the hotel to show them, they moved our room but kept saying it was not bed bugs. The next night my husband had the same thing happen to him. We checked out immediately. The rest of our vacation was ruined as we were in pain and itching for the entire time. We notified the company and got the biggest runaround ever, saying they checked the room, nothing.
Finally they admitted they found bed bugs in our second room however this was weeks later and I wanted compensation for my medical bills and for the pain and ruined vacation. Well they really don't care about their guest, they paid the bill reluctantly and I only got $350 for pain and my ruined vacation.
TAMARAK, FLORIDA -- Spent a couple of nights at the Ramada on business trip. I was told by some lady at the door to watch my car at night time and to stay in at night time. So thinking that it could have been some personal experience, I still walked to the front desk. As they provided me with breakfast vouchers, I explained to her that I was traveling alone but she insisted to take two just in case I found a special night companion.
So I went to my room and as I exited the elevator I knew the experience was not going to be the best. Patched holes on the walls, carpet was old, discolored, door locks discolored and old. And inside the room, old second hand furniture, the TV came from my grandma's living room and the lamps were from 1970s. At approximately 11:00 pm I heard detonations outside. Did not dare to look.
Next morning I intended to take a shower but I took a bath at the same time since the drain was plug. So get to breakfast and between the host and the line I lost my appetite. What happened to the name of Ramada. It looks like an expensive Super 8.