Ramada Portland Airport

I apologize about the misrepresentation that you experienced on the [redacted] websiteI had added the balcony to one of our room types and then they posted it on all othersI have contacted them and had this description removed to avoid any further issues from guestThe pictures that we show online are several years old and are not an accurate depiction of our smoking roomsWe are in the process of renovations as I am sure you noticed and will be positing new pictures once completePart of these renovations will include phasing out the smoking rooms so we have not been replacing items in these rooms as we can not get the smoke smell out without doing a full tear down and rebuild of these roomsI apologize that this had a negative impact on your vacationI am also very sorry? that it took so long for your? money to go back onto your card, we released it to the bank right away however it takes them 3-business days to process the release.? I hope you are satisfied with? the action taken to keep this from happening again

06/30/ Dear Revdex.com, ? Hello, my name is Jarvis M [redacted] and I am the General Manager at the Ramada Portland AirportI am writing this response to a recent complaint filed by a guestI have spoken to the guest on this matter already but will fill you in on the details The guest called to make this reservation on 06/13/When the guest called I took the call personallyThe guest informed me that they wanted to reserve a room for 06/23/as they were traveling up here for a basketball tournamentI went to look up the rate and when I asked the guest the number of adults in the room they said 2, when I asked the number of children they said I apologized to the guest and informed them that we could only accommodate a maximum of guest in the roomThe guest informed me that they would only bring children and leave the other with a sitterSo I continued to book the room The guest checked into our hotel on 06/23/That evening they called wanting extra pillows and blanketsMy staff asked them to come to pick them up as is customary at our hotelThe guest also complained about the room at this time and was told I would be in the following morningI came in the following morning but was sick and had to leave earlyThe guest did call before I left but I was not available and they left me a messageI did not check this message until I returned the following Tuesday The guest came down after I left and was helped by my front desk agentThe guest original reservation was for $per nightMy agent lowered the rate to $for the issues with the room and the guest continued to stayThe guest stayed a total of nightsWhen I got the message on Tuesday I seen the huge credit and thought the situation had been resolvedWhen I came in on Wedsnday I seen the guest had filed a case against our hotel so I reached out to the guestThe guest is not wanting to pay for the room that they got full usage out ofI went over the fact that we understand that our hotel is not the best quality which I believe is reflected in our rateThe average rate for a hotel in our area is over $a night right nowOur rates are about half of thatI went over the fact that the rate the guest paid was only about a quarter of the average rate in this areaI also went over the fact that the guest stayed with us despite the issues with the room fully accepting the condition of the roomI offered the guest a discount on a future stayWhen talking to the guest I learned that they did exceed the number of guest that they had said would occupy the roomThey violated fire code which they did know aboutThey signed a registration card stating that they only had adults and children in the roomAt this point there credibility with me is shot but I still offered them a discount on a future stay due to the issues with the reservationThe guest already received over 55% in discounts and I am not willing to offer any future discounts on this stay as the guest did stay the full days This guest will no longer be allowed at our property due to misrepresenting the number of guest in the room and placing us in danger of a fire code violation after being explained the reason we could not accommodate more than guest in a room

Dear Mr [redacted] , My name is Jarvis M [redacted] and I am the General Manager at the Ramada Portland AirportI am very sorry to hear of your frustrationsI thank you for bringing this matter to my attentionI have tried to find you in our system so that I can look into this matter but do not see a reservation under your name anytime in the last yearCan you please tell me the name of the registered guest as well as the date of the reservation so that I can properly respond to this caseI look forward to your response so that I can address these issues

Complaint: [redacted] I am rejecting this response because: My main concern is that this room is violating several OSHA guidelinesAlso that my family was at risk if multiple harms while staying in this roomMy complaint to the front desk wasn't even responded to until the second evening of our stayI received a phone call to our room asking if anything in the room could be fixedI asked if another room was available at this hotel, David said they had no other rooms availableI then asked if the repair man could fix the exposed carpet tacks due to the fact they they had gone through the skin of my children's feet and causing them to bleedDavid said noI asked if room service could clean the multiple mold and mildew areas in the bathroom, this idea was also turned downThe issue with children was this: I asked if an additional team member could stay with us on the first night due to their parents having to workThey said no, because the child would have to sleep on the floor and that would be breaking fire codeSo this child did not come with usI told the hotel worker that we had our two daughters sleeping in one bed and my husband, myself and our infant sleeping in the otherTheir was no further talk about "fire code" So I was under the impression that my baby was fine sleeping with usMy husband is a 100% disabled Veteran of the Army, we have traveled all over staying in dozens of hotelsNot once have I ever been told that this same sleeping situation broke any codesMy husband suffers from severe PTSD and sleeping with our son soothes his mindI never told Garvis that I had children until our final phone call (a week after we had left the hotel) I am a very honest individual and I in know why thought I was "SNEAKING" people into the roomWe traveled as a family everywhere throughout the hotel, including the lobbyNot even knowing our family size was against any rules Beyond all of these frustration 's I am mainly concerned about the OSHA hazards in this hotelAttached are only a few of the photos taken during our stayI took them in case the hotel tried to say something was our fault or brokenAt this point I feel as though I have to contact OSHA as wellTo protect future guests that may be put in this situationThe ONLY reason I stayed all nights was thiswe called around for over hours the first night of our stay trying to find another room in the area, their was nothingWe stayed the first night because the desk clerk said Jarvis would be in in the morning and assured us that he would fix this issue for usThe next morning I was told jarvis was available, alas I got his voicemail and left a message in detail as to these issuesnext evening I still hadn't heard from Jarvis so I called the front desk to find out he had left for the dayDavid who was working the front desk on Friday (second day of stay) Then assured us that he could lower our nightly rate to the going military rate, and that on Monday morning Garvis could handle this situationI was never OK with this hotel roomOr the standard's at which it wasI spent every moment we could out of the hotel room and only came back to sleepWe didn't even sleep under the blanket's because the sheets were stained and my daughter found a spider on her pillowMy comment to Garvis on the phone when he asked if the rate had satisfied me for the issues was "no it didnt, I shouldn't have to pay anything for a room like this one" also that my concern was that my family had been exposed to multiple dangers including floor tacks breaking their skinThat I felt trapped in deciding to abandon the basketball tournament for my daughterOr possibly risk infection by sleeping in this room with my familyAlso back to the fire code issuewhen David came to our room on the second everything to address these issues, he did nothing about the "fire code issue" and said we could continue our stayI have no reason to ever return to this hotel In the futureI wouldn't risk the health and well being of my family a second timeI really hope this issue gets resolvedTheir are a lot of smoke and mirrors going on at this establishmentIt desperately needs to be looked intoI will continue to follow up with OSHA to do my part in resolving this issueI just hope the Revdex.com looks into it as well Thank you again, Sincerely [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am surprised that you think merely removing the mattress and boxsprings will remedy the bed bug problem in that roomOther furniture and carpet are ideal hiding places for themHere is a link, so that you can educate yourself and management about how to effectively remove bed bugs[redacted] If you simply check your hotel's Yelp reviews, you will see that other guests have had the same complaintsIt is ridiculous that you will not refund my moneyI was in the room for about minutes before I checked outI did not embarrass your company or the front desk attendant when I complained about the bed bug problemIn fact, I wrote a note to the receptionist letting him know about the problem, because there were several other customers checking in that were in the lobbyI will be contacting upper management about this problem, because it is not being resolved at your level.? Sincerely, Jarvis M***?

Complaint: [redacted] ? I am rejecting this response because: Although I can see that you have removed the inclusion of a balcony from your descriptionYou have done nothing to correct the extremely misrepresenting photos of the room.? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The terms offered are not acceptable given the inconvenience incurred at your hotel Sincerely, [redacted] ***

Complaint [redacted] Dear Mr*** I am sorry that my response was unsatisfactoryI understandthe way you remember the situation greatly differs from the way my staffremembers it so I will stick with the facts on this responseYou booked a room at our hotelYou checked into the room at our hotelYou utilized the room at our hotel We incurred a cost due to you using the roomYou were unsatisfied because allegedly the exterior doornext to room was not functioning properlyYou came to the front desk and asked for a room moveMy staff tried to accommodate that request but you were notsatisfiedYou feel as thoughyou should not have to pay for the room as you claim that the exterior entrancewas not working properly We do not advertise anywhere that our exterior hotel doorsare securedWe do not guarantee anywhere that our exterior doors locknor do we have a money back guarantee on our roomsYou are trying to hold us to a standard that we do notadvertise much less offer a money back guarantee onThe fact of the matter is that you used the room and now aretrying to not pay for the room which is theftI would like to offer you a 50%discount on the room, I will not offer a full refund as you did utilize theroom and we did incur an expenseI would only be able to apply this offerafter the credit card dispute that you have filed comes back ruling in the merchantsfavor and you have forwarded me a copy of that letter

05/05/ Dear [redacted] ***, Thank you for taking the time to speak to me again todayI am very sorry to hear of the issues you experienced at our hotelI understand that this started with you booking a reservation on line and when you got to the Hotel you found out that you had booked a smoking roomYou came down to the front desk and was offered a room move which you declined because while walking through the hotel you noticed several things that made you feel like this hotel was not adequateSubsequently you left and went and stayed at another property for your two day reservation You also stated that my agent was not providing good service and was not willing to help youI am terribly sorry that you feel this way about our hotel and our staff When we spoke earlier you reiterated these concerns to meI asked you some questions regarding your reservation and about your experienceI asked you if you had received a confirmation for your reservation, you said yesI asked you if your confirmation was for a smoking room and you said you did not knowI asked you if you wound up staying somewhere else, you explained to me that you had gone to another hotel for these two daysI apologized and explained to you that if you could get me a copy of your receipts showing that you stayed elsewhere I would happily refund your stayFor some reason this did not sit well with youI am very sorry that you are offended by my request to show that you did stay at another hotel on the nights in question as you have informed meAs soon as I receive this information I will be able to contact your booking agent and send over authorization to refund your stayIf you are unwilling to provide me with this information then the best I will be able to do for you is offer you a discount on a future stayKeep in mind most hotels will gladly resend you the receipt if you paid them directly or if you booked through priceline again you can simply forward your confirmationThank you for your timely response

08/24/2015? Revdex.com complaint # [redacted] ? Dear Ms***,? I want to take this opportunity to apologize for theunsatisfactory service you received during your stay at the Ramada in Portland.? I understand that you had an issue with the hotel exteriorentrances not lockingMy manger did have my maintenance man look into this andfound the doors to be operating properlyWe also have locks on everyguestroom doorWE also have signs in the room advising guest not to leavevaluables in the room but rather bring them to the front desk and lock them ina safety deposit boxMy manager did communicate to you that we would look intothis matter and sent the maintenance man to investigate before the maintenanceman came to the front desk which is why he never left after he got thereMymanager did also inform you that everything was working and rather than goingand checking you began to argue with my manager and causing a scene at whichpoint he kicked you out of our propertyFurthermore to the best of myknowledge we do not advertise anywhere that our building is 100% secure asthere is always at least one unlocked entranceAs you were in the room over anhour and fully utilize the room by taking a shower and messing up the bed wewill not be giving a refund.? ? Jarvis M***General ManagerRamada Portland Airport [redacted] ***Portland OR 97220Phone: [redacted] ***Fax: [redacted]

01/04/ Dear Mr [redacted] I want to take this opportunity to apologize for the unsatisfactory service you received during your stay at the Ramada in Portland As I tried to explain to you on the phone we came to your room after receiving complaints of the smell of marijuana coming from your roomAs you are well aware we do not allow marijuana in our facilityThis is in large part to the fact that it is an illegal activity and we owe it to our guest to provide a safe place free of any illegal activitySecondly we sell liquor in our facility and we would be in violation of our License with the OLCC if we allowed marijuana to be smoked on our facility and could lose our licenseI take this matter very seriously both for my guest and for my licenseWe do investigate all complaints in this matter and any other criminal offense as the safety and well-being of our guest is a high priority at the Ramada Portland AirportI am truly sorry for any inconvenience that this may have caused youI did apologize to you numerous times while on the phone as well as heard my agent apologize to you for the misunderstandingYou became hostile with me and I asked you to leave the propertyAt this time you are not welcome back at our property as you have an issue with us trying to provide a place free of illegal activity for our guest Jarvis M [redacted] General Manager Ramada Portland Airport NE 82nd Ave Portland OR Phone: 503-255-ext [redacted] Fax: 503-255-

08/24/2015 Revdex.com complaint #*** Dear Ms***, I want to take this opportunity to apologize for theunsatisfactory service you received during your stay at the Ramada in Portland. I understand that you had an issue with the hotel exteriorentrances not
lockingMy manger did have my maintenance man look into this andfound the doors to be operating properlyWe also have locks on everyguestroom doorWE also have signs in the room advising guest not to leavevaluables in the room but rather bring them to the front desk and lock them ina safety deposit boxMy manager did communicate to you that we would look intothis matter and sent the maintenance man to investigate before the maintenanceman came to the front desk which is why he never left after he got thereMymanager did also inform you that everything was working and rather than goingand checking you began to argue with my manager and causing a scene at whichpoint he kicked you out of our propertyFurthermore to the best of myknowledge we do not advertise anywhere that our building is 100% secure asthere is always at least one unlocked entranceAs you were in the room over anhour and fully utilize the room by taking a shower and messing up the bed wewill not be giving a refund. Jarvis M***General ManagerRamada Portland Airport*** ** *** ***Portland OR 97220Phone: *** *** ***Fax: ***

I have contacted the guest and reversed the charges prior to them submitting this complaint.

I apologize about the misrepresentation that you experienced on the *** websiteI had added the balcony to one of our room types and then they posted it on all othersI have contacted them and had this description removed to avoid any further issues from guestThe pictures that we show
online are several years old and are not an accurate depiction of our smoking roomsWe are in the process of renovations as I am sure you noticed and will be positing new pictures once completePart of these renovations will include phasing out the smoking rooms so we have not been replacing items in these rooms as we can not get the smoke smell out without doing a full tear down and rebuild of these roomsI apologize that this had a negative impact on your vacationI am also very sorry that it took so long for your money to go back onto your card, we released it to the bank right away however it takes them 3-business days to process the release. I hope you are satisfied with the action taken to keep this from happening again

Complaint: *** I am rejecting this response because: Although I can see that you have removed the inclusion of a balcony from your descriptionYou have done nothing to correct the extremely misrepresenting photos of the room. Sincerely,*** ***

08/24/Revdex.com complaint #***Dear Mr***,I want to take this opportunity to apologize for the unsatisfactory service you received during your stay.I have looked into your reservation and found that you had booked a smoking room with queen beds through ***.comIt
also shows that there were only supposed to be adults in the room and no children registeredYou also agreed to certain terms and conditions when you booked on this sight; one of which being the cancellation policyThe cancellation policy on this reservation is, "Free cancellation until the day of arrivalIf you change or cancel your booking after 4:PM, day of arrival you will be charged for nightWe will not be able to refund any payment for no-shows or early check-out." This reservation was not modified or canceled before 4:PM.Your reservation was for a smoking room which can be confirmed by looking at your confirmation letterWe were not able to change the room type as we can not change reservations made through hotels.com; furthermore we did not have a nonsmoking room available. We will hold you to the conditions of this contract.For you inconvenience we would like to provide you with 30% off on your next stay with usTo get the discount you will need to book directly with meThank you for choosing the Ramada and I look forward to the oppurtunity to better serve you in the future.

Complaint: ***I am rejecting this response because: The terms offered are not acceptable given the inconvenience incurred at your hotel. Sincerely,*** ***

Hello Mr***,
I understand that you are unhappy with the photos on our websiteI understand that you feel that they are misleading and I am very sorry about thatOur rooms do not look like the photos, that is absolutely correctLike all Hotels we take photos directly after a remodel or major improvement so it has been quite a few years since we last updated our photosAs you are well aware we are in the middle of renovationsWe are changing a lot of things in our rooms including paint, linen, blankets, chairs, drapes, tile, carpet, beds, T.V's etcand need to wait until all rooms are completed as no one picture will show what the rooms look like as all rooms are in different stages of the remodelWe have rooms and a remodel of this extent takes timeChanging the pictures now would still not give a correct representation of our rooms as no room type is completed at this time. Essentialy what you are asking for is an up to date photo on each individual room and a booking guaranteeing that room the booked, sometimes months in advance, be the same room you getThis would also limit us when making reservations for rooms we will be remodeling until after the remodel is done and we have updated the pictures for that roomPlease understand that doing so would be impossible and is not standard practice for any hotelOnce all rooms have been remodeled we will no longer have smoking rooms and we will update our photosUntil that time we do provide feed back from the guest on all online booking channels where guest are free to leave their experience as well as read what others are saying about the hotelThis is standard operating procedure at all Hotels

Tell Revdex.com Complaint ID #***Dear Mrs***,I want to take this opportunity to apologize for the unsatisfactory service you received during your stay at the Ramada in Portland. Your experience with our hotel was not the quality of service we have promised to provide to our guests
Our hotel promise is something that we strive to deliver to every guest every dayWe understand that our hotel is in need of some updates which we believe is reflected in our low ratesWhen you left and called the hotel my agent told you he would check and verify if he found your lost item, as he never found it he never verified that he didI am sorry that you lost your Hydroflask but my agent did not find it when he went to check nor did my housekeeper when she cleaned the roomAs you agreed to with your initials when you signed the registration card we cannot be held responsible for these itemsAll I can do is apologizePlease accept our apologies. For your inconvenience we would like to provide you with 30% off on your next To get the discount you will need to book directly with meThank you for choosing Ramada and I look forward to the opportunity to better serve you in the future.Jarvis M***General ManagerRamada Portland Airport(503)255-ext***

05/05/
Dear *** ***,
Thank you for taking the time to speak to me again todayI am very sorry to hear of the issues you experienced at our hotelI understand that this started with you booking a reservation on line and when you got to the Hotel you found out that you had booked a
smoking roomYou came down to the front desk and was offered a room move which you declined because while walking through the hotel you noticed several things that made you feel like this hotel was not adequateSubsequently you left and went and stayed at another property for your two day reservation You also stated that my agent was not providing good service and was not willing to help youI am terribly sorry that you feel this way about our hotel and our staff
When we spoke earlier you reiterated these concerns to meI asked you some questions regarding your reservation and about your experienceI asked you if you had received a confirmation for your reservation, you said yesI asked you if your confirmation was for a smoking room and you said you did not knowI asked you if you wound up staying somewhere else, you explained to me that you had gone to another hotel for these two daysI apologized and explained to you that if you could get me a copy of your receipts showing that you stayed elsewhere I would happily refund your stayFor some reason this did not sit well with youI am very sorry that you are offended by my request to show that you did stay at another hotel on the nights in question as you have informed meAs soon as I receive this information I will be able to contact your booking agent and send over authorization to refund your stayIf you are unwilling to provide me with this information then the best I will be able to do for you is offer you a discount on a future stayKeep in mind most hotels will gladly resend you the receipt if you paid them directly or if you booked through priceline again you can simply forward your confirmationThank you for your timely response