The Ramada made an error on our reservation by providing the incorrect type of room. Typically not a major concern but the assistant front desk manager refused to remediate by providing us with a correct room or compensating us for the difference in rate to move to another type of room. Instead, she immediately became aggitated with this expectation, raising her voice and transferring the blame to us while we were trying to check in, which was incredibly embarrassing. I tried to take a photo of her business card and she thought that the photo was of her, threw our credit card back at us and said that she was calling the police. A way over-the-top response, even the other staff were shocked by her reaction while this is unfolding. She walked away and another gracious employee checked us in. We then received a call saying that we were not allowed to stay there. We checked out and moved to another hotel and immediately contacted customer service located in the mid-west. Customer service discussed our concern with the hotel, called us back and provided the feedback that the assistant manager was aggitated and "sounded like she was lying", saying that were aggressive (which we were not, we are both professionals who travel often and have run into this issue before with no issue). Our ask was to be refunded the difference in room rate due to the hotel's error and unprofessional conduct. We were supposed to receive a response from the Ramada account management team within 48 hours. We received no response. I followed-up a second time to provide the rate difference for the record and received no follow-up response. I escalated the call for a third time and received the feedback that the assistant manager claimed that we were intoxicated, which we were certainly not, considering I drove to the hotel from the airport and I think this would have been noticed by the account management team on our original call. In the end, there was no response from the Ramada despite escalating the issue three times. Instead, it was evident that their staff are unprofessional, lie, and have no accountability - especially the staff at the hotel. I travel often for business but will never stay at a Ramada or Wyndham hotel chain again. I strongly advise others to avoid this hotel and its crooked staff.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I am sorry that you feel the way you do about your attempt to stay with us during your trip to Regina a few weeks back. I know you had some issues with your check-in and I did spend the time reviewing the incident and watching the footage from our camera to ensure we didn’t disrespect you in anyway. I am sorry that you were asked to leave the hotel as we felt that taking a picture of a associate and planning to post it without her approval was not a proper thing to do. Plus raising your voice and being disrespectful to our other associates and guest’s within an ear shot that were trying to check-in was also trying. I am sorry that you felt that was your only option, plus according to you, if you wanted to use your camera to take a picture of her business card as you stated, it would of probably been easier to just take her business card next time. We are sorry but when we ask a guest to leave as a result of his/her actions we will not pay extra money for the guest to stay elsewhere, as we did nothing wrong in our eyes. Plus saying we didn’t not listen or respond to you, I am sorry but I have two pages of notes from our customer care support line that we have had contact with you constantly.
We wish you nothing but our best in the future and hope you understand that we do care about our customers. If you spend the time and read all our Trip Advisor reviews, our service is what makes our guest’s feel that we are the best option to stay in Regina. Many customer say we go above and beyond and I am proud to say that we do, but sometimes we cannot allow our staff to be treated in an un-fair fashion, so we thought we would help you find a hotel that you would enjoy and meet your standards.
All my best sir,
Ramada Plaza Regina
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.