The Ramada Kent

The guest had stated the concerns to me over the phone with displeasure on the  assumption that what her child had found was to be drugs and that she was 100% sure. The letter that she wrote to you is with dishonesty and errors. She agreed that she could not identify beyond a reasonable doubt...

that it was actually anything to do with drugs. She made an assumption and that is in poor judgement. I don’t find that burnt foil to be drug related unless you take it and have it tested. She completely agreed.  I am a very calm person and I conduct myself in a very professional way. I had reminded her that I had people around me who could hear her nearly at the top of her lungs that I was in no way scolding her. I let the guest know that I was going to refund her NOT because of her complaint, but because she didn’t stay at the hotel. Additionally, the guest made no mention of watching over her daughter for two days nor was asking for further compensation as it states in the letter. The reservation was made through a third party service, which I encouraged her to reach out to them as they collected the deposit fee. She agreed to that and she thanked me for the return on the room and tax that she was given. I did not tell her good bye as I was done with being berated by her. I do find that after reaching a point of compensation with the guest that this comes to the hotel with the intent of malice. Had the hotel did nothing for this guest, I could understand, but that didn’t happen. After being at the property for 6.5 years, I run an honest business with honesty and integrity. If the guest is asking for further compensation then I will forward this matter over to our insurance legal team for review. In the meantime, I consider the complaint has been resolved with compensation.
 
Thank you,
 
Bryan P[redacted]
General Manager
Ramada Hotel
22318 84th Ave S
Kent, WA 98032
 
p. (253) 395-4300
f.  (253) 395-0116