Ramada Portland Airport

01/04/2016
 
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 room. As you are well aware we do not allow marijuana in our facility. This 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 activity. Secondly 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 license. I take this matter very seriously both for my guest and for my license. We 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 Airport. I am truly sorry for any inconvenience that this may have caused you. I did apologize to you numerous times while on the phone as well as heard my agent apologize to you for the misunderstanding. You became hostile with me and I asked you to leave the property. At 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
6221 NE 82nd Ave
Portland OR 97220
Phone: 503-255-6511 ext [redacted]
Fax: 503-255-8417

05/05/2016
Dear [redacted],
 
Thank you for taking the time to speak to me again today. I am very sorry to hear of the issues you experienced at our hotel. I 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 room. You 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 adequate. Subsequently 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 you. I am terribly sorry that you feel this way about our hotel and our staff.
When we spoke earlier you reiterated these concerns to me. I asked you some questions regarding your reservation and about your experience. I asked you if you had received a confirmation for your reservation, you said yes. I asked you if your confirmation was for a smoking room and you said you did not know. I asked you if you wound up staying somewhere else, you explained to me that you had gone to another hotel for these two days. I 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 stay. For some reason this did not sit well with you. I 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 me. As soon as I receive this information I will be able to contact your booking agent and send over authorization to refund your stay. If 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 stay. Keep 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 confirmation. Thank you for your timely response.

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

08/24/2015 Revdex.com complaint #[redacted]Dear Mr. [redacted],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 2 queen beds through [redacted].com. It...

also shows that there were only supposed to be 2 adults in the room and no children registered. You also agreed to certain terms and conditions when you booked on this sight; one of which being the cancellation policy. The cancellation policy on this reservation is, "Free cancellation until the day of arrival. If you change or cancel your booking after 4:00 PM, day of arrival you will be charged for 1 night. We will not be able to refund any payment for no-shows or early check-out."  This reservation was not modified or canceled before 4:00 PM.Your reservation was for a smoking room which can be confirmed by looking at your confirmation letter. We 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 us. To get the discount you will need to book directly with me. Thank you for choosing the Ramada and I look forward to the oppurtunity to better serve you in the future.

07/20/2016
Dear [redacted],
 Good morning my name is [redacted] and I am the General Manager at the Ramada Portland Airport. I am sorry that I did not respond to your initial complaint with Wyndham in a timely manner but I just learned about it this morning. I am even sorrier that...

you were confused or mislead by the website saying free parking. I notice that you booked on Hotels.com. While our description on the site states that there is free parking that is only during your stay with us. If you scroll down to the bottom of the screen under Ramada Portland Airport’s fine print it goes on to tell you about extended parking. I have copied the page and I am including it below.
 We do not put the free parking on there to be misleading. Our parking for overnight guest is free and in some hotels it is not. When we do not put it on there we get non stop calls from guest asking about the fees. They do not allow us to add the verbage on the same line or in the same area about extended parking. I apologize that it is in such a space that it is not easy to see however I have tried to have it moved to a more noticeable area but they will not allow me.
I suggest when needing special accommodations like this you always call the hotel and speak to someone who will give you the best information and the best rates to book the room. This will cut down on all of the confusion and most hotels do offer best rate guarantees. If you call the travel agent they will usually feed you bad information as they are only in the business to sale rooms and do not particularly care if you are satisfied as the guest does not hold them responsible for bad information. These online booking sites are great if you just need the most basic of accommodation however when you have special circumstances like this you really need to read the entire description to find out what is included and what is not.
Sincerely,
 
[redacted]
General Manager
Ramada Portland Airport.

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