Ramada City Centre

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept this resolution. However, I would like to note that John's response of a nearby storm was humorous. I appreciate his "generous" offer of a suite upgrade, but will decline on that. I will never stay at a Ramada in any town. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Good morning,  I've reviewed the response from [redacted] (Director of Operation) of the Ramada. He mentioned that  "When I now read his complaint to the Revdex.com, it is twice as bad and contains issues wrong with the second room which he originally claimed to be only in the first room." When I sent him an email I mentioned " I received the room next to my old room, still on the 6th floor. Entering the room the carpet had stains everywhere, mold in the bathroom, wallpaper coming off the walls, the back of the remote control was missing and I found old beer bottle caps from the previous occupant. The bed was at least somewhat clean which was the only reason I stayed. " I've also left the exact same review that I left on Revdex.com on Yelp. I'm not sure why he claims that the review is "twice as bad". I've noticed in other reviews on Yelp that John Pena doesn't like to respond back to emails from former customers or issue refunds. I am not the first customer with this type of experience. However, I don't believe that I received the hotel experience for which I paid for. For $160, I was expecting a lot more from this hotel. In the future, I don't want other customers who consider staying at this hotel experience what I had to, which was why I contacted Revdex.com. Even a partial refund should be taken into consideration. Regards, [redacted]Criminal Researcher[redacted]

On July 13, 2016, Ms. [redacted] sent our Corporate Customer Care Office the same complaint that she has here sent to the Revdex.com.  Please understand that after I received Ms. [redacted] complaint from our corporate office, I sent Ms. [redacted] the following...

letter:                [redacted]               �...⇄ Ms. [redacted],Thank you for your comments about your recent visit to our Ramada.   I sincerely apologize and regret that our hotel did not meet your expectations or handle your concerns.   Please know that we also are dumbfounded about the lack of Air Conditioning last Friday night.  When our maintenance technician came in early Saturday morning, the AC was working fine.  He checked the entire system but found nothing out of the ordinary.  He suspects that a nearby storm passing through might have sent a power surge that halted our AC.  Then later the system re-cycled and gradually came back on.  Some of the individual room units had to be re-set.I certainly apologize profusely but unfortunately outside circumstances such as these are entirely unavoidable.  Although we cannot do much to alleviate your bad experience, please accept a partial refund of $100.00 plus tax.  I am crediting your Visa credit card.Please let me know of your next visit and I will make sure your stay is perfect.  I will also upgrade you to one of our suites.  Once again, I’m sorry for any inconvenience.  If I can be of any further service, please contact me.Sincerely,      [redacted]
Ramada Milwaukee Downtown           Please understand the two areas that remained beyond our control:   1). an extremely hot July weekend with a stifling humidity throughout our area, and 2). the passing storm that temporarily knocked out our AC system.  Despite these challenges, we did everything possible to satisfy Mrs. Pixler, even refunding half of her payment, as well as offering her a future suite upgrade.All in all, we feel that our actions have been both fair and accommodating, and we cannot in good faith give in to Ms. Pixler’s request for a total refund.  But as a gesture of goodwill, we will also offer her a complimentarysuite for a future one night stay.Respectfully submitted, [redacted]
Director of OperationsRamada Inn City Centre

Review: I am a team member of the Bay Area Derby Girls, ([redacted]/) a 501.3c non-profit organization located out of San Francisco, California. The team had been invited to the world championship tournament in Milwaukee in November, and we had contacted Ramada City Center and made reservations for the entire team of 20 adult women along with our Coach, Assistant Coach and her family including an infant soon along with the other staff totaling seven rooms for our stay in preparation for the tournament.

On November 7, 2013 we arrived at the Ramada at approximately 11 pm to discover that many of the rooms had mechanical issues resulting in calls to the front desk requesting toilet repair toilets, sink repairs, television issues, etc. After the majority of the team completed their unpacking; four separate rooms reported having bugs in either their beds and/or the bathrooms. The matter was then immediately reported to the management. At that time the management stated that they were unable to address the situation as it was nearly midnight and they would need to contact a company and would not provide a refund for the night. During the discussion with the management, several team members started noticing bug bites on their skin and bugs on their luggage. At that time, the team requested that the reservation be immediately canceled as this made for an uninhabitable living condition. The entire team left Ramada and and relocated at approximately 1am in search of another hotel that could accommodate the entire team upon arrival.

Ramada stated that they were unwilling to refund our charge for that evening and are still unwilling to refund the charges of $612. They have provided a pest control report as their reference for refusing to refund our money, however upon review feel as though their service is inadequate through the following (please see attached report):

Inspection completed within one hour to include 14 rooms on 2 different floors: [redacted] Treating: bathroom, bedroom, building entrance, building exterior, bar, dining room, dish washing area, food storage area, janitor closet, kitchen, window/door frames, hallway

Using 1/4 gallon Phantom

Service Notes state that inspection was conducted of the night stand, dresser, bathroom, table, chairs, tv stand and that "no crawling or flying activity found"

"Also did monthly service"

The inspection and service was completed in an hour of all 14 rooms which did not include checking of the mattress, linens or frame - which is where bed bugs will be found.

The reasoning behind Ramada's continued failure to support their customer is disappointing and is causing an extensive amount of additional work for us. As previously stated, we are a non-profit organization and this charge is an unnecessary burden to this team. Unfortunately, this hotel does not have a favorable reputation for responding and handling matters of this nature ([redacted] ) and feel as though continued attempts is fruitless.

I have since contacted Wyndham hotel who put me back in touch with the direct management of the hotel. After multiple voice-mail's were left, a response from a John Pena was received. Mr. Pena was extremely rude, making false allegations of the group, and stated he would follow up with the inspector. When asked to provide a time he would contact back, he stated "I don't know". I also provided photographic and video evidence that was captured (with the meta data to identify the exact location of the photo) which [redacted] did not want to be provided.Desired Settlement: As of this time, we have not received any response from the hotel, management, Wyndham or [redacted]. This charge is still currently on our credit card and as a non-profit organization can not continue to carry a charge for a service that was not received. I am asking for a refund as the hotel was not inhabitable, and caused several members of the team to break out from allergic reaction from the bites sustained.

Business

Response:

Revdex.com of Wisconsin

10019 W. Greenfield Avenue

Milwaukee, WI 53214

Review: Upon entry the lobby looked relatively clean the front desk receptionists were welcoming and kind. That's where everything else takes a complete 180. Upon entering the elevator (which can hold about 3-4 people) I noticed that the elevator safety certificate was not there, instead it was replaced with a hand written sign that read "if you would like to see the elevator safety certificate please come to the front desk". I've never seen something like that before as the certificates need to be placed in the elevator per code.The first room I received was on the 6th floor. Upon entering I was greeted with a welcoming stain about 2' x 2' on the floor. Noticing the wallpaper coming off the walls I was in shock. Next after checking the bed and noticing yellow, red, black and brown spots all over the sheets and pillows I decided that it would be a good idea to get a different room. Again, the front desk receptionists were very polite and not shocked to find out about the problems I had in my room. They explained "We hear this all the time". (If you hear this all the time you'd think they would do something about it...)I received the room next to my old room, still on the 6th floor. Entering the room the carpet had stains everywhere, mold in the bathroom, wallpaper coming off the walls, the back of the remote control was missing and I found old beer bottle caps from the previous occupant. The bedding was at least somewhat clean which was the only reason I stayed. What to take from this:-Dirty rooms-Over priced hotel-Unacceptable living quarters...Desired Settlement: I was charged $165 for staying at this hotel. I don't believe that it provided the services that it needed to for the price that I paid.

Business

Response:

On June 15, 2015, Mr. [redacted] sent our Corporate Office a similar letter of complaint but also indicated that after he was given another room the only thing wrong was a damp pillow case. Please understand that after his complaint, I personally went to both rooms (his original and his second one) and I did not see any of his reported issues – no stains, no peeling or missing wallpaper. I then sent Mr. [redacted] the following letter:[redacted]

[redacted] Dear [redacted], I just received your comments on your recent visit. I’m truly sorry you were checked into a room with all these issues. As a rule one of our supervisors will inspect every room that has been cleaned and if, in her inspection, she finds that the room isn’t 100% perfect, she will have the housekeeper come back and redo the room. But I’m glad that you were immediately relocated to another room. I only wish you could have reported the damp pillow case so that could have been corrected as well. We have our own laundry and apparently the pillow case was not totally dry.I’m truly sorry for the inconvenience but thank you for bringing this to our attention, and if I can be of further service, please contact me personally.Sincerely,[redacted]Ramada Milwaukee Downtown[redacted] Under these circumstances, I did not see any reason to refund his money. We immediately changed his room, and even though he complained to our corporate office, he implied that the second room was fine except for the damp pillow case. When I now read his complaint to the Revdex.com, it is twice as bad and contains issues wrong with the second room which he originally claimed to be only in the first room. I am sorry but we cannot refund any part of his payment for staying in our hotel. Respectfully submitted, [redacted]Director of OperationsRamada City Center633 West Michigan StreetMilwaukee, WI 53203

Consumer

Response:

My family and I decided to stay at the Ramada on Michigan Ave because we were going to Summerfest. We got in very late Tuesday night and upon arriving to our room we attempted to turn the airconditioning on which would not do so. We called the front desk and they called maintenance and while waiting for maintenance the lady on the phone from the front desk said "well since it's not hot outside just open your window". That was the first of our issues. Then one of us took a shower and while using a new washcloth there was a wad of hair interwoven into the fabric of the washcloth. The carpet in the room was disgusting and we couldn't even walk on it without shoes. My mom called the front desk to ask for a new room and a possible upgrade to a room with a fridge and the lady said there wouldn't be one available until the next morning. The next morning (Wednesday) we got up and talked to the front desk about a discount for our room from the night before since there was no airconditioning plus because of where our room was located we could hear the people below us at the bar being loud most of the night. Also there was a crack in the window sealing so we could smell smoke from the bar as well. The lady at the front desk said they would move us to a suite for no upgraded charge. We moved rooms, went to summerfest and around 430pm arrived back at our room found that the fridge was no longer working and the airconditioning had stopped working as well. When the assistant manager came to see if our suite was better after we moved into it we mentioned about getting a discount for the room from the night before and he replied "we gave you a suite at no extra cost". We will NOT be coming back here ever again and we will go to all the lengths to make sure we get a reimbursement for at least the first night of our stay.