Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July the 4th and 5th we made reservations through Priceline for a hotel room in ******* on the main strip they was just bought out and they're going by the name of Ramada Inn, when Priceline gives you a room they have no idea what you are getting when you arrived we was in room 131 in the Ramada Inn, the door had a busted safety latch which half of the safety latch wasn't even attached to the door so we was concerned about our safety, we had one washcloth for two people, one chair for two people, the internet and the cable did not work so we had no television for the entire weekend, the shower curtain rod was missing the top screws so it slided down in the shower curtain kept sliding to the center of the shower rod so we had to shower with the shower curtains open. When we confronted them about it they said we should have inspected our room before we stayed in it. We did not go to inspect rooms we're not through employee and if we did it inspect it we would have the whole hotel shut down until things was fixed and by the door not having a safety latch we was in danger the entire weekend and they kept telling us they could not refund us since we booked through Priceline and the swim pool would not be open until July the 8th, when I told them I had pictures and I showed them pictures of our room their head swung up and they looked at me and she had the new owner come over and looked at the pictures but nothing was done . This building did not meet city codes and we would put in this room they had several people in line with the exact same complaints that we had we waited 45 minutes to tell them about our complaints because that's how many people was in front of us and server was behind us this trip was a lady's weekend out so if someone would have broken to our room that could have went really bad .we just had one little wobbly lock holding the door . we piled things in front of the door when we went to bed. This is a safety issue.

  Business Response

  Date: 07/09/2024

  BBB Case #: 21956168
  Hotel Site #: 58686
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***************** at the Ramada by Wyndham property in *******, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation.The general manager will contact the guest on or before July 12th. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  

  *******
  Liaison,Customer ********************** & Resorts. Inc.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July the 4th and 5th we made reservations through Priceline for a hotel room in ******* on the main strip they was just bought out and they're going by the name of Ramada Inn, when Priceline gives you a room they have no idea what you are getting when you arrived we was in room 131 in the Ramada Inn, the door had a busted safety latch which half of the safety latch wasn't even attached to the door so we was concerned about our safety, we had one washcloth for two people, one chair for two people, the internet and the cable did not work so we had no television for the entire weekend, the shower curtain rod was busted and the shower curtain would not stay on the shower rod. When we confronted them about it they said we should have inspected our room before we stayed in it. We did not go to inspect rooms we're not through employee and if we did it inspect it we would have the whole hotel shut down until things was fixed and by the door not having a safety latch we was in danger the entire weekend and they kept telling us they could not refund us since we booked through Priceline and the swim pool would not be open until July the 8th, when I told them I had pictures and I showed them pictures of our room their head swung up and they looked at me and she had the new owner come over and looked at the pictures but nothing would be done. This building did not meet city codes and we would put in this room they had several people in line with the exact same complaints that we had we waited 45 minutes to tell them about our complaints because that's how many people was in front of us and server was behind us this trip was a lady's weekend out so if someone would have broken to our room that could have went really bad because we just had one little wobbly lock holding the door closed we piled over things in front of the door when we would go to bed. We was put into a unsafe environment, Priceline needs to find a way to know what they are selling to customers. w in danger

  Business Response

  Date: 07/08/2024

  BBB Case 21955539
  Hotel Site #: ??
  Customer Care Case #: ???

  Dear Contact:

  Thank you for notifying our office of the concern filed by ***********************. Please send the following information back to me.  When I receive the requested information from you, I will be in a better position to determine the next steps.

  -    Confirmation number
  -    Exact address/name of the hotel:
  -    Under what name was the reservation booked:
  -    Date of arrival (exact date of stay):
  -    Room number:

  If for some reason this concern is not resolved,please contact me directly at ********************* and I will personally help address the guest's needs.

  *****
  Liaison,Customer ********************** & Resorts

• Initial Complaint

  Date:06/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had multiple issues with this place from the start. As we arrived at the airport, we had asked in advance about shuttle service. They had given a number and it was noted that a shuttle would come over immediately. We called and shuttle never showed. We called multiple times and waited over an hour with a very small child. At one point, when I called about this shuttle I was told they would get there when they got there and then hung up. When we finally checked in, one of our rooms had a broken window and we had a 3 year old in our party. We asked to move rooms. That did occur, but the front was rude about it. We had a major issue prior to our cruise. Some of my minors (17 and 16 years old) personal belongings were stolen from a hotel room. When I say personal belongings, this includes all traveling documents (passports, birth certificates, etc). The lady at the front desk first told me they had nothing. I called the cops and she sent one bag out the door and said that is all she had. This bag did not include travel documents and other personal belongings. She also claimed we stole the room, but we had checked in and they had provided the keys to the rooms. This was a terrible experience and for a moment we thought we were going to miss our cruise because of them taking critical documents. The lady at the front that I demanded to help me was rude. She told me she didnt make this mistake and was not required to fix it. I at one point tried to deescalate the situation by saying, we just want our stuff back and we will be on our way. The lady continued to be rude. After a long dispute, we finally found all our items behind the front desk where a cleaning lady had informed me the location of these items. There was also weed smell throughout the building and what also appeared to be prostitution occurring. We checked out early and asked for a refund. We did get rooms waived for the night we didnt stay. I feel we should have got it all cleared after this.

  Business Response

  Date: 06/20/2024

  BBB Case #: 21874029
  Hotel Site #: 10919
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ********************;at the Ramada by Wyndham property in ******, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation.The general manager will contact the guest on or before June 21st. As a company, were committed to delivering a great experience with every stay with us.

  Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

  *******
  Liaison,Customer ********************** & Resorts. Inc.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21874029
  
  I am rejecting this response because: I never was contacted. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/02/2024

  BBB Case #: 21874029
  Hotel Site #: 10919
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ***************************** at the Ramada by Wyndham property in *******, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.

  Once again, we apologize for any inconvenience this may have caused.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************

  *****
  Liaison,Customer ********************** & Resorts

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked hotel online for an exact amount with taxes and fees included. I was then charged extra on my card, so I went to the front counter to dispute this charge. The lady at the front counter said there must be other fees included that she doesnt know about and told me it is what it is. I then called the hotel for a manager and she would not give me the manager and proceeded to hang up on me. The parking situation there is also very suspicious. They dont monitor the parking lots for vandalism or theft and they have lots of local friends hanging around there being very nosey, as they ask allot of personal questions that dont pertain to them. wheres your car, how long you leaving your car, what exact time are you back these questions are coming from the local business people who are just hanging around there.

  Business Response

  Date: 05/16/2024

  
  BBB Case #: 21709918
  Hotel Site #: 10919
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ********************* at the Ramada property in Sea-Tac, ***
  
  To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before May 17, 2024. As a company, were committed to delivering a great experience with every stay with us.
  
  If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
  
  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************