Ramada Inn & Suites Downtown

9/16/15 spoke to Mr. [redacted] (702) [redacted] and apologized for his inconvenience.    I told him I would investigate the situation and get back to him later in the day.  Called him back at 4:00 pm and let him know that we had credited his visa card for $168.85.   He thanked...

me for taking care of the situation.

Review: I stayed at this establishment from May 2, 2013 through May 5, 2013. On the first evening there we decided to go out for dinner, we tried to put our things into the room safe, but it did not work, we made the front desk aware of this and nothing was done. I left my large handbag on the bed opting to take my smaller one since we were walking around downtown. We got back to the room late that night and went straight to bed. I woke the next morning and went to find my large handbag to get some things out of it, and it was gone. I called the front desk and told them that my things were stolen from my room, and they said they would tell the manager. I waited for an hour and never heard anything, so I went down to the front desk where the manager told me he hadn't looked into my things yet because he was too busy walking the grounds. He then went on to give me 2 different pages of key logs and then when I asked if someone at the front desk could copy one of our keys he laughed and said that I didn't know how the things work and that if a copy was made that one of our original keys wouldn't work, he had me call upstairs to the room and have my friend go outside the room and try both keys, since they both worked he said they couldn't have copied a key. That night after the manager left I went to the front desk and had another key made, and what do you know, all 3 keys worked. We also brought it to the managers attention that our door didn't shut right, and was hard to close and lock, the manager did nothing. We finally got maintenance up to our room when the toilet and bathtub started to back up, and I asked them if they would fix the door then, I took video of them trying to fix the door. The door still didn't work right after maintenance left, the police officer filing the report noticed the door not working right and put it in the report. I let the manager know all of this and he wouldn't do anything, I let him know we didn't feel safe and he wouldn't move us rooms either.Desired Settlement: I had roughly $4000 worth of personal belongings stolen, and I want the things paid for. I would also like a refund on the room as we never felt safe there and the service was horrible. We are very lucky in my eyes that we weren't harmed or even raped considering the management knew all about the troubles with the room and did nothing to help.

Business

Response:

Attention: [redacted]

4747 Viewridge Ave

Suite 200

San Diego, CA 92123

Case # [redacted]

Dear Ms. [redacted]:

On May 31st, 2013, I received

your email inquiring on a complaint from Ms. [redacted]

[redacted].

Attached, please

find the letter of response and results of the full investigation of this

incident.

Ms. [redacted]

[redacted]r.

Vestavia Hills, AL

35216

Dear Ms. [redacted]:

On May 2nd, 2013 at

3:14pm, your party checked into the Hotel. On May 3rd, 2013 you

came down to the

front desk to report that your Luis Vuitton handbag was missing. The

Front Office

Manager sent the Chief Engineer and his Assistant Chief to your guest room

to read the guest

room locks and inspect the guest room hardware. The locks were read

and other than your

guest issued key's, the only person to enter the room was a

housekeeper, who

cleaned the room in your presence on the Friday morning. The locks

and door closures

for the two guest room doors for your room were completely

functional, closing

and locking the doors. The guestroom safe, that you claimed did not

work, was tested

and in completely functional, closing and locking as it's designed. The

hotel provides the

complimentary guestroom safe and complimentary safe deposit boxes,

at the front desk,

for the guest use, if they choose to secure any of their personal items.

In your statement

you claimed that you had apparently made the front desk aware that

your guest room

safe was not working on your night of arrival. The front desk notates

any guest request

in a guest request log and fills out a maintenance report, as a guest is on

the line. The hotel

has maintenance coverage until 11:00pm, and they take care of any

guest requests or

maintenance requests for occupied rooms immediately. I have

reviewed the

request logs, all the maintenance requests, the

maintenance engineers log from May the 2nd and

interviewed the front desk staff that were working and there were

no calls or

requests made for your room.

In conclusion, after a

thorough investigation, with all the hotel equipment in complete

functioning order,

i.e. guest room door closures and locks, and guest room safe, the hotel

is not liable for a

claim of the apparent missing valuables left unsecured in a guest room.

If l can provide any assistance, don't

hesitate to contact me directly at ###-###-####.

Sincerely,

[redacted], CHA

General Manager

Ramada Gaslamp/Convention Center

Review: I wanted to book a room for party of 6 in San Diego and found Ramada online. The description mentioned 2 rooms but I wanted to be sure that the room also had 2 bathrooms so I called in my reservation. I had confirmed two bathrooms and two rooms. I specially wanted to make sure they had 2 bathrooms since there were 4 ladies in our group. As someone who goes out of town quite often, not to mention, we knew what activities we’d be doing during the day, so the bathroom was an important factor in our group travel. The person on the phone ([redacted]) said there were 2 bathrooms and I do not need to worry and booked for 8/30/14.

I arrived at 3 AM on 8/31/14. Upon checking in, they told me that there was only ONE bathroom in the 2 bedroom suite and the only way to have 2 bathrooms was to book adjoining rooms! We all needed a shower and it was already very late so we went home instead and did not even step IN the hotel since they could not accommodate our needs AND they did not deliver what they promised. The employee even seemed skittish about give us our room key stating that we’d “make a mess”. (What? Are we five years old?)

When I spoke with the management, he said "it's your word against my employee and you don't have any records to prove we said 2 bathrooms". If they are so proud of what they can deliver, why don’t they have number of bathrooms on the reservation confirmation? Is it so that he can make such asinine statements?

We are all professionals. We do not have a problem paying a little extra for convenience. So how would it benefit us to overlook something as important as bathrooms with four females? He stated that he ONLY charged us the first night’s fee although we only had ONE night reservation. He also stated that he held our reservation in “good faith” but we also make reservations in good faith that the hotel would deliver according to what is promised and what we need.Desired Settlement: I would like a full refund since 1) what we asked for was not delivered. 2) We were forced to drive back to Los Angeles and that was quite dangerous as it was late and everyone was tired. 3) The management was very unprofessional and unwilling to work with us in the first place. 4) They could not do ANYTHING to accommodate our situation in place of their failures.

Business

Response:

On 6/17/2014 Ms. [redacted] made a guaranteed reservation for room with 2 queen sized beds. The original reservation was made to arrive on 9/6/2014 for 1 night. A confirmation letter was emailed stipulating the date of arrival, rate, and room type reserved. The reservation arrival date was changed on 7/22/2014 and finally set on 8/7/2014, for arrival on 8/30/2014.

Review: I spent four nights at this establishment and had stayed in 3 different rooms due to inadequate conditions. Sinks were literally coming off the walls in the first two. There was a baby cockroach, an unknown substance came up from the drain in the bath tub & a sharp rusty screw on the carpet by my bed. It was also not a very safe environment for handicapped individuals such as myself.Desired Settlement: Although a partial refund was promised, it has still not been received one month later. I am seeking a full refund due to the inconvenience I endured.

Business

Response:

The reservation was made through an online travel agency. At checkout, [redacted] apologized to Ms. [redacted] and told them that two of their four nights would be refunded for their inconvenience. Ms. [redacted] was pleased with the adjustments for their inconvenience. At that time [redacted] explained that we would contact Expedia to refund Ms. [redacted], but be aware that this might take a few weeks, as we have no control with how quickly Expedia process their refunds.

On August 3, 2014, Expedia processed the credit. [redacted] called Ms. [redacted] and left a message to please call him. On August 12, 2014 Dennis spoke to Ms. [redacted] who had received the credit and is satisfied.

Review: Hotel is trying to charge a smoking fee when we never smoked. They went off word from a maid who said she watched us smoke in room. When we asked for the maid to confirm that it was us, she wasn't available. When we asked to speak with the General Manager, the GM wasn't available. The manager on duty [redacted] then said that they confirmed it with a second maid, who again wasn't on site, to confirm it was us.Desired Settlement: We are seeking that payment in charge of $150 is returned to card holder [redacted] Dates stayed were 9/12 to 9/14.

Business

Response:

9/16/15 spoke to Mr. [redacted] (702) [redacted] and apologized for his inconvenience. I told him I would investigate the situation and get back to him later in the day. Called him back at 4:00 pm and let him know that we had credited his visa card for $168.85. He thanked me for taking care of the situation.