Ramada of New Hope

Thank you for providing us with the opportunity to respond to the complaint filed on 4/19/by [redacted] From the customer's Complaint, I have noted the three major complaints that he voicedFirst, upor; his first stay he hand an issue with the plumbing from within the room: something that we accommodated to fix almost instantly, and that the guest had no issue with in terms of relocationIf there was cause for delay in helping this guest, or if there were further problems we would have discounted his stay.Secondly, during his time at our cabaret show and bar, he had already been at our location for several hours at our bar seating having drinksPrior to the show starting, he was already about to be denied service due to intoxication when I received report from staff that they witness him drinking wine within his vehicle in our parking lot, His server within the cabaret room did not take 'at least an hour to receive his orderThe average wait time for a table that night was marked at minutes for first round of drinks, and minutes for food service, [redacted] was visibly upset that he was being denied service, and the hotel offered to waive any fee for the night if he would prefer to find a different location to spend the nightHe declined.Thirdly, for reports of his door being stuck upon departure; we can confirm that we did have maintenance go to the room to unstick the doorWe have not had this issue before, and after inspected the room repeatedly on further dates have not been able to duplicate the issueWhen asking if he had slammed the door when he returned, or may have caused any reason that the door might have become Stuck he refused to answer[redacted] has already contacted the hotel repeatedly and levied personal insults against several members of managementMy last personal contact with him, he informed me after being on the phone for five minutes that he was recording the phone call without my permissionHe had also pointedly threatened to write horrible reviews on all social media sites unless we refund his money; but stated that if we refunded the money he would notI informed him he has the right to post and share his opinions of us.Thank you for taking the time to read our response.General Manager [redacted] **

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I am rejecting this response because:There are many inaccuracies in ***s rebuttleThey are just another example of how as a representative of the *** they DO NOT care about their guests.I had drink at his bar, prior to the show, hours prior in fact5pmCredit card reciepts can prove thisI left and and got dinner, another reason why I was not intoxicatedHe DID NOT decline me service due to intoxication, I asked him this directlyHe refused me due to (the story kept changing: guest, staff, "someone") the fact id been seen drinking in my carOf course I was, but it was NOT alcoholThe wait time WAS much closer to an hour than his ESTIMATE, and though I was seated first, in the VIP section I paid extra for, still I noticed people seated after me getting attentionMaybe because I was alone, and that equals less money for the server which equals less priorityI was NOT offered an alternative (i.eto vacate for a refund)*** then a 2nd man, came to assist opening my door the next morningSo, call it maintenance, call it what you willThere was no damage to the door, it was inspected in my presence, and since *** was the only positive thing about the experience I was friendly with himWe had a lengthy conversation on the walk back together to the front of the building, appxyds awayI did not refuse to answer anything, I did not slam the door, the door just stuck, apparentlyOf course I will leave a bad review online, I have that rightI never recorded his call, I ASKED him if I could, and he hung up on me
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Thank you for providing us with the opportunity to respond to the complaint filed on 4/19/17 by [redacted]From the customer's Complaint, I have noted the three major complaints that he voiced. First, upor; his first stay he hand an issue with the plumbing from within the room: something that we...

accommodated to fix almost instantly, and that the guest had no issue with in terms of relocation. If there was cause for delay in helping this guest, or if there were further problems we would have discounted his stay.Secondly, during his time at our cabaret show and bar, he had already been at our location for several hours at our bar seating having drinks. Prior to the show starting, he was already about to be denied service due to intoxication when I received report from staff that they witness him drinking wine within his vehicle in our parking lot, His server within the cabaret room did not take 'at least an hour to receive his order. The average wait time for a table that night was marked at 10 minutes for first round of drinks, and 25 minutes for food service,[redacted] was visibly upset that he was being denied service, and the hotel offered to waive any fee for the night if he would prefer to find a different location to spend the night. He declined.Thirdly, for reports of his door being stuck upon departure; we can confirm that we did have maintenance go to the room to unstick the door. We have not had this issue before, and after inspected the room repeatedly on further dates have not been able to duplicate the issue. When asking if he had slammed the door when he returned, or may have caused any reason that the door might have become Stuck he refused to answer.[redacted] has already contacted the hotel repeatedly and levied personal insults against several members of management. My last personal contact with him, he informed me after being on the phone for five minutes that he was recording the phone call without my permission. He had also pointedly threatened to write horrible reviews on all social media sites unless we refund his money; but stated that if we refunded the money he would not. I informed him he has the right to post and share his opinions of us.Thank you for taking the time to read our response.General Manager [redacted] [redacted]

Review: On Saturday April 6th at approximately 3:15pm myself and my boyfriend checked into the hotel with no issues. We opened the door to the room we were given (#[redacted] a non-smoking room). Immediately when we opened the door I was confused because it absolutely reeked of cigarettes. My boyfriend said not to complain so we just left the door open for a bit to air the room out. My friend who was staying in a different room in the hotel also noticed the cigarette smell upon entering our room. On Thursday April 10th I noticed I had a charge of $250 on my credit card from the Ramada that was made on Sunday April 7th (the day I had checked out). I immediately called the hotel and spoke with a [redacted] she said she would look up the charge and give me a call right back. An hour late I still had not received a call so I called back and she said it was a charge for smoking in the room. I told her niether my boyfriend or myself smoke and I would like to get a refund. I was told that she would let her manager know and her manager [redacted] would get back to me the next day. The next day I waitied until 2:35pm and still had not received a call so I call again. It seemed that the manager was trying to blow me off and [redacted] again said the manager would call me very soon. Two hours after that I still had not received the long awaited call. I called her myself and all she could say was that she would have her boss call me the following day. I feel like they are just trying to push me in circles till they hope I give up. I should not be penalized $250 for their dirty rooms.Desired Settlement: I would like it for the New Hope Ramada to credit my credit card the $250.

Consumer

Response:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Tue, Apr 16, 2013 at 10:44 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]

To: [redacted]

---------- Forwarded message ----------

From: [redacted]

Date: Tue, Apr 16, 2013 at 8:57 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington

DC & Eastern Pennsylvania in regards to your complaint [redacted]

To: [email protected]

My issue with this complaint has been resolved. The New Hope Ramada

has refunded what they charged me for the smoking fee.

Review: My complaint involves getting to the ramada hotel in new hope and being unable to go up the back stairs because it is unstable and was falling apart very dangerous, when I went to customer service the manager was rude and not helpful. While sleeping in my room the room service attendant walks in to the room while I had the do not disturb signs up. This place needs to learn courtesy professionalism and respect. My dog was in a the room and almost ran out I then went to tell the front desk why do they keep going in my room she shrugged her shoulders and did not even apologize this place is unreal NEEDS TO BE SHUT DOWN AND BUILDING VIOLATIONS FIXEDDesired Settlement: Want a full refund as manager could not help me