Ramada Portland Airport

Complaint: [redacted]I am rejecting this response because: It contains many factual errors regarding the encounter.  I reserved the room at your hotel for stays on August 5th and 12th nearly a month in advance of my planned visit to Portland.  The decisionwas based on the hotel's convenient location to PDX and I-205 and my past experiences in staying with Ramada. Thank  you for your apology regarding the unsatisfactory way your staff dealt with my concerns regarding the unsecured rear entry door.  Iwas shocked at the remainder of your reply and troubled by your misunderstanding of the situation.  Your reply contains several factual errors. 1) My correct title is Mr.  I am a man as hinted at by my first name of [redacted]. 2) Alan, the manager on duty never informed me that the door had been fixed.  This should have been communicated immediately upon repair,as it addressed my chief concern with the room!  In fact, during our conversation I asked Alan point blank if the door had been fixed.  He reiterated his offer to have the maintenance man "have a look at it", but as I stated before, an inspection did not address my concerns regarding the door security.  Only the repair of the door would have allayed my fears.  Until the rear entry door had a secure locking mechanism, I was unsatisfied with the room at the hotel and did not feelsafe leaving my belongings while at dinner.  3) I never argued with your manager or the other front desk staff, but politely and respectfully relayed my concerns regarding the unsecured rear entry door.  I did not raise my voice, use inappropriate language or act in a disrespectful manner to any of your staff. The onlything approaching a "scene" that I can recall was actually caused by front desk staff incompetence when they attempted to check another guestinto room 301 (my room that evening) as the hotel was attempting to move me to room 318 (further from the unsecured entry door, but still accessed from the same unsecured door).  This caused an awkward situation as the guest had overheard that I was staying in room 301 and had utilized the shower before attempting to head out for dinner.  The other guest was obliviously not pleased with the hotel offering him a dirty room.  I informed the guest that if he did end up staying in that room, that the main entry light bulb was burnt out, causing one to have to pry open the room door to allow enough light in to allow one to locate another light source.  I also informed the guest that the shower was slow to drain causing backwater to the shins.  (I did not bring these matters to Alan's attention as he was struggling to address the rear entry security concern.)  Later in the parking lot, the guest in question approached me as I was removing my articles from the room and confided that he worked in the hotel business and has never witnessed management deal so poorly with a customer.  As he is in the hotel business and was obviously interested in improved customer service, perhaps he will feel obliged to comment on this matter if politely contacted. 4) I hope you are not insinuating that there was not an issue with the door at all, by stating "My manger did have my maintenance man look into this and found the doors to be operating properly."  When I first brought this matter to the attention of the front desk, they informed methat the rear entry door in question has a southern exposure and directsunlight causes the card reader to malfunction.  Thus, they explained, the door is routinely left unsecured. 5) I understand that the facility is not 100% secure nor was I requesting that it be.  The main entry is a be a better choice to have unsecured as it funnels visitors past the front desk where hotel staff are able to observe.  Unsecured rear doors that allow anyone off the street unrestricted access to hotel corridors are often associated with illegal activities such as human trafficking, prostitution, and drugs--not the types of activities with which you want to have your hotel associated.6) I did use the shower and freely offered this information to the front desk when they asked if I had used the room; however I was in the room for no longer than 45 minutes.  The beds had not been used; they remained in the same condition in which they were found.  This entire experience has caused extreme inconvenience as I was forced to find other last minute accommodations in an unfamiliar city.  Currently, I am losing sleep over this unresolved matter and spending valuable time rebutting your misunderstanding of the situation.  Being charged for accommodations I was unable to utilize is an injustice akin to common robbery.  I hope that you will remedy the matter by promptly refunding my money in full.  Respectfully, [redacted]Sincerely,[redacted]

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.