CB Travel and Vacations Ramada Complaints #102-121

Ramada review: customer service and pool cleanliness

Natmay of GB

Oct 16, 2019 6:31 pm UTC

We arrived at the Ramada Orlando on Tuesday 24th September. On arrival to our room (after travelling for 23 hours with 3 children) our fire alarm was intermittently going off. I called reception about this at approx 7pm they informed me they would send someone up. at 8.30pm my parter went back to reception and was again told someone would be straight up. I had to phone reception again at 10pm. eventually the maintenance man came at 10.10pm (over 3 hours of waiting with a child sensitive to noise and at this point all of us being awake for 26 hours!...you can imagine the fun we were having).
Day 2 - Breakfast - 3 of our party have food allergies and i asked at breakfast if there was any soy milk. I was abruptly told "no" I then asked if there was gluten free bread to again be told no and the converation ended by the woman turning her back on me.
We decided to have a day at the pool and lunch in our hotel room after such a tiring day travelling. I went to Whole Foods and purchased lunch and some gluten and dairy free items (I understand that you do not provide these items and was happy to get them myself) on return to the hotel I asked for the complimentary kitchen pack to be sent to our room as we were about to make some lunch...3 hours later and after 3 asks our kitchen pack arrived. I filled the fridge with all of our purchased items for the next week but the following morning on going to remove the items i found everything was completely frozen solid and i had to throw most of it out.
There are 5 of us in the room but even after requesting more towels and having 5 in the room it seems that we only ever get 3 replaced. I left a not for housekeeping (on top of the 3 towels we were left!) explaining there are 5 of us in the room and guess what? 3 towels were left! i would have phoned reception at the point but im pretty sure by this point you understand that would probably have been a waste of time!

We were initially booked with Thomas Cook and lost our holiday on Monday morning. We rebooked everything on Monday and chose your hotel as it looked great. We booked through booking.com and chose you because of the rooftop pool and the gym. It was not clear on booking.com that this was only availible to certain rooms.
I have travelled extensively both for vacations and work and this is the first time i have ever felt the need to write an email to complain. I am hugely dissapointed in the service here so far and hope to see some improvement in the following week.
This was sent by email on 30th September, there was no response to this email. I sent it to the Facebook page on the 2nd. It was sent again directly to the general managers email address on the 3rd October. Each time I went to the reception desk I was told the manager was in a meeting. At one point On the Friday (4th) I was told she had checked and she had my email and she would respond in half an hour. Still nothing. I further complained about the colour and the smell coming from spa (hot tub) and the scum sitting on the top of a pile of foam. The smell coming from the pool was also terrible and I am aware there were a lot of complaints from other guests on this day. I called Ramada from the hotel and spoke to a lovely lady who logged my complaint (Sat 5th) she told me she had put this directly to the hotel and the GM had 1 week to get back to me. I have still received absolutely no response. In the end I checked out early from my stay and had to book other accommodation. My sons eyes were bloodshot and sore from the chlorine levels in the pool and all three of my children had ear infections by this point. There were 2 members of staff that were extremely helpful, Felicia and a young man with a bow tie. They couldn't apologise enough after my daughters swimming costume was removed from the room (hopefully by accident but was never returned) I didn't even bother reporting my missing watch (no real value but belonged to my recently deceased grandmother) this is by far the worst hotel I have ever stayed in.

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1800 946 476

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+1 (877) 604-0069

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+86 400 821 8831

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privacy.policy@wyn.com

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