Ramada Plaza Hotel

Initial Business Response / [redacted] (1000, 11, 2015/12/21) */ Contact Name and Title: [redacted] Assistant GM Contact Phone: XXX-XXX-XXXX ext [redacted] Contact Email: [redacted] @hmahotels.com Our guest's concerns were addressed to their full extentStill, the room condition was not ideal, for which we apologized for, and offered reimbursement in the amount of $252.76, more than two nights freeIn addition, since our guest still hadn't been satisfied, our corporate Guest Relations team provided a point award toward a free night, of 15,points, about $valueIn addition to this financial compensation, the guest was given vouchers to our restaurant, waived all parking costs, in an effort to please our guest, and match the value of what was received Unfortunately some details of the complaint are not accurateMedical treatment was offered when the incident was recorded, and the guest refused, and would not show the injury to our staffIn good faith we awarded compensation, but after looking into the situation, and repairing that room, our engineering team concluded personal injury would not have been possible Our only goal is guest satisfaction, but the amount of compensation that is being asked is unfair, and would not reflect good business practices Incidentally, the guest has been repeatedly slandering our hotel online, and through every available means of complaintHe, of course, is very justified in sharing his experience, but there are personal complaints and/or attacks against staff and managers, including first and last names, which violate privacy rights of our staff members involved Currently the guest has also opened an insurance claim with our insurance company seeking a settlement for his personal injuryThat investigation is reviewing our incident report, guest comments, and all other documentation Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have sent this organization pictures of the injury incurred, I have also emailed a copy of the audio conversations I had with hotel staff that included the staff admitting there was exposed nails and you can hear them hammering the nailsI was told by guest relations the points were equivalent to $to be used to hotel stay which proved to be a lie, I have her email to support what I was toldAdditionally the hotel staff have "banned" me from staying because of my complaintThere was not parking cost associated with my room because I had no rental vehicle in the room in which I stepped on a nail, so that is falseMy description of the conditions was not slander in fact a week later other guest from a motorcycle convention complained of the unsatisfactory stay on the companys Facebook pageThe insurance claim was filed by the hotel according to a [redacted] and [redacted] The GM [redacted] contacted the insurance company to advise them of a potential claim being filed, I have yet to file a claimThe staff was very unprofessional handling my issues, concerns, and injuriesHad empathy been given this would not be an issueYou can not treat paying customer like they are less than humanThere was literally human feces on the celing in the bathroomI should have be put in another room immediately$is not just for a HOLE in my foot, that is physical bodily harm that could have poisoned my blood, so [redacted] is dishonest in his response and the dishonesty really annoys me and will call for me to take further actions against this hotelI made no personal attacks against anyone or know the names other than ***, [redacted] and [redacted] I am in constant contact members of the staff

Initial Business Response /* (1000, 11, 2015/12/21) */
Contact Name and Title: [redacted] Assistant GM
Contact Phone: XXX-XXX-XXXX ext [redacted]
Contact Email: [redacted]@hmahotels.com
Our guest's concerns were addressed to their full extent. Still, the room condition was not ideal, for which we...

apologized for, and offered reimbursement in the amount of $252.76, more than two nights free. In addition, since our guest still hadn't been satisfied, our corporate Guest Relations team provided a point award toward a free night, of 15,000 points, about $80 value. In addition to this financial compensation, the guest was given vouchers to our restaurant, waived all parking costs, in an effort to please our guest, and match the value of what was received.
Unfortunately some details of the complaint are not accurate. Medical treatment was offered when the incident was recorded, and the guest refused, and would not show the injury to our staff. In good faith we awarded compensation, but after looking into the situation, and repairing that room, our engineering team concluded personal injury would not have been possible.
Our only goal is guest satisfaction, but the amount of compensation that is being asked is unfair, and would not reflect good business practices.
Incidentally, the guest has been repeatedly slandering our hotel online, and through every available means of complaint. He, of course, is very justified in sharing his experience, but there are personal complaints and/or attacks against staff and managers, including first and last names, which violate privacy rights of our staff members involved.
Currently the guest has also opened an insurance claim with our insurance company seeking a settlement for his personal injury. That investigation is reviewing our incident report, guest comments, and all other documentation.
Initial Consumer Rebuttal /* (3000, 13, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent this organization pictures of the injury incurred, I have also emailed a copy of the audio conversations I had with hotel staff that included the staff admitting there was 9 exposed nails and you can hear them hammering the nails. I was told by guest relations the 15000 points were equivalent to $1500 to be used to hotel stay which proved to be a lie, I have her email to support what I was told. Additionally the hotel staff have "banned" me from staying because of my complaint. There was not parking cost associated with my room because I had no rental vehicle in the room in which I stepped on a nail, so that is false. My description of the conditions was not slander in fact a week later other guest from a motorcycle convention complained of the unsatisfactory stay on the companys Facebook page. The insurance claim was filed by the hotel according to a [redacted] and [redacted] The GM [redacted] contacted the insurance company to advise them of a potential claim being filed, I have yet to file a claim. The staff was very unprofessional handling my issues, concerns, and injuries. Had empathy been given this would not be an issue. You can not treat paying customer like they are less than human. There was literally human feces on the celing in the bathroom. I should have be put in another room immediately. $252.76 is not just for a HOLE in my foot, that is physical bodily harm that could have poisoned my blood, so [redacted] is dishonest in his response and the dishonesty really annoys me and will call for me to take further actions against this hotel. I made no personal attacks against anyone or know the names other than [redacted], [redacted] and [redacted]. I am in constant contact members of the staff.

Review: I purchased an $800 pool membership from [redacted] Plaza Hotel. All the material advertising the pool membership clearly stated that the pool is open until 9PM. This is important to me because I work late and am trying to exercise in the evening.When I arrived to use the pool the evening of Monday May 19th at approximately 8:40 PM, I was planning to swim for 20 minutes. When I entered the pool I was immediately told by the lifeguard that the pool was closing at 8:45 PM instead of 9:00 PM.When I inquired with the manager of the hotel, I was informed that despite the fact that the pool is advertised as being open until 9:00 PM on all the written material I received, that the pool was scheduled to close at 8:40 or 8:45 PM every evening for the entire summer. This is clearly a case of false advertising.Desired Settlement: Honestly, I would just like the pool to be open until 9:00 PM so that I can use the pool the way I intended to. Furthermore, it would be nice if the staff at the hotel would not be so mean to me. The staff was very rude and short with me, and was unwilling to acknowledge this clear case of false advertising. When I tried to document what was happening to me, the manager had security guards escort me out of the building, which was inappropriate, rude, and totally unnecessary.

Review: See attached a letter to [redacted], General Manager of BP Properties, Inc. December 2012 my daurgter made reversation, on line, for the following dates: JanuarY 19,20,21.22 to attend President INARGUATION.WE ARRIVED ONE DAY EARLY AND WAS ABLE TO RESERVE A ROOM BUT DISCOVER THAT THE ROOMS THA HAD BEEN RESERVED FOR 19-22 HAD BEEN CANCELED.AND THE HOTEL HAD DEBIT MY ACCOUNT $600,00. THE HOTEL HAD RESERVE THE WRONG DATES FORDECEMBER 18-22 AND NOT FOR jANUARY 18-22. I REQUESTED TAT THE $600.00BE APPLIED TO JANUARY BILL AND THE HOTEL DENIED MY REQUEST.THIS IS POOR CUSTOMER SERVICES AND I CAN ONLY CONCLUDE THAT IT IS A SCAMBETWEEN [redacted] AND THE HOTEL, BECAUSE NOT ONLY WAS I CHARGE $832.43FOR JANRUARY BUT $600.00 FOR DECEMBER SERVICES I DID NOT USE.I DID NOT USE THE SERVICES FOR THE $600.00 FOR DECEMBER. THE HOTEL RESERVED THE WRONG DATES. THE $600.00 NEED TO BE REFUNDED TO ME.Desired Settlement: TE HOTEL NEED TO REFUND MY $600.00.