If you look at a recent Yelp review of this hotel you will notice that the horrible event that I am about to document has occurred with another guest who stayed at this hotel recently. Unfortunately, we saw the review after our equally terrible experience. Our room was broken into while we were at dinner and the thief stole my bag full of computer equipment and other electronic devices. They also went through the bags of the other two guests staying with me and stole electronics from their luggage. A total of $2000 worth of equipment was stolen. When we returned after dinner our room was ransacked; bags and clothes were strewn throughout the room. This scenario is so similar to what happened to the previous Yelp reviewer that it brings into question the legitimacy of the staff, as the other reviewer is apt to point out.
What made our situation much worse is that we had two young children with us. Both reacted very poorly to the situation and were consumed with fear. We were trying to calm the children while dealing with the hotel staff and police and it made the entire circumstances immeasurably worse. After moving to a different hotel, we were awake into the early morning hours trying to assure the children that nothing else was going to happen.
Like the other reviewer, they offered to put us up at another hotel which we gladly accepted but I was initially told that I was still going to be charged but it would be transferred to the other hotel. Of course, I just wanted to take the children to another hotel and deal with everything else later. Before I left, the staff provided informed me that the hotel manager was going to be available the next morning and that we could meet with him to discuss the event.
We arrived at the hotel the next morning and asked to speak to the manager. The staff member questioned who we were and we told him why we were there. He walked to a door about 10 feet from us and half opened it to talk to someone inside. They were talking for several minutes before we were invited inside. I surmised that the manager was not interested in dealing with the situation.
We got the obligatory, “I sympathize with you” diatribe from the manager but he backed away from any culpability and remuneration associated with the theft. He asked that we file a claim with our homeowner’s policy which we explicitly opposed. We made it clear that we expected compensation from the hotel.
We were also told that nothing like this has ever happened at the hotel and then I pointed out the Yelp review from three months earlier that documented the almost identical event. All credibility with the hotel staff ended at that point.
We contacted the Wyndham Worldwide (owners of Ramada) customer service group by phone and opened a case with them expecting someone to intervene but received an e-mailed form letter back explaining , “that Ramada Worldwide is solely the franchisor of the Ramada Worldwide trademarks and service marks to independently owned and operated Ramada Worldwide guest lodging facilities and is not involved in the day-to-day operations or management of this facility” and that “as the franchisee is in the best position to respond to your complaint, please direct all further communication to the franchisee.” Basically, sorry you are out of luck and why did you even bother contacting us in the first place. We then found an e-mail address of a higher level manager within Wyndham’s corporate hierarchy and sent her an account of our experience. She responded back quickly that she couldn’t help but would forward our e-mail to someone within Wyndham that might be able to assist. That was over a month ago and we still have not received a response. How’s that for corporate accountability?
In the interim, we sent the hotel manager another e-mail asking for a status. We received a response several days later reiterating that the hotel is not liable for our belongings but they were authorized to provide us with 50,000 Wyndham points—the equivalent of a one night stay at a Chicago hotel. Of course, we declined and asked again that we be compensated fully for our stolen belongings.
It has been two months since the incident and all subsequent e-mails that I have sent to the hotel manager have gone unanswered—despite the fact we were told that this would be a priority for him.
I keep thinking that we were lucky in one respect: we could have walked in with our children while the thief was still in the room. I couldn’t imagine what would have happened in that scenario--the children are still experiencing ill-effects from the incident as it occurred.
So, is this the most dangerous Ramada in Canada? You tell me.
- Official Description (provided by the hotel):
- Our quests spoke and we listened. The Ramada Vancouver Downtown, formally the Ramada Inn & Suites, is proud to offer rooms with updated decor, bathrooms and bedding. Our new WiFi network has been greatly expand for more coverage and higher speeds. Enjoy comfort, quality and convenience. Close to shopping, restaurants, attractions and nightlife. Located in the heart of Vancouver's famous Granville Entertainment District and close to city transportation! ... more less
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- Also Known As:
- Ramada Inn And Suites - Downtown Vancouver Hotel Vancouver
- Ramada Inn Vancouver
- Ramada Vancouver