I have stayed at numerous hotels and am a seasoned traveler. I have stayed at Wyndham hotels and have always been satisfied. That was up until I stayed at the Ramada in West Hollywood.
I often travel to Los Angeles for work. On this trip I unfortunately lost my debit card. My assistant went on travelocity to book me a hotel for my stay.We saw the Ramada in west hollywood. there were numerous comments about the customer service being very poor but i had had good luck with the ramada brand in the past so i decided to give it a try.
i have to say that every negative comment was very true. i have honestly never experienced such poor customer service from a hotel before.
When I checked in I explained to the front desk clerk that I had lost my debit card but that I had a prepaid reservation. His response was a very rude "what does that mean to me". I said that i realize that they have polices in place, but since this was a short stay and prepaid reservation i was hoping they could simply turn off the incidentals. he then said that i would have to speak to his manager. i said fine.
I explained the situation to the manager, Steve Lorincz, and was again met with a very rude response. He told me that there was nothing he could do. finally after i argued the point that the hotel had already received payment for the room and that they could turn off the incidentals he said that i could leave a cash deposit. i said that i would attempt to get to my bank to work that out. due to work i was unable to make it to the bank. when i returned from work the following evening the front desk clerk informed me i had been locked out of my room. i said that i was checking out the next day and that all the incidentals were off so i did not understand why they were being so rude in this extenuating situation. he then said i would need to speak with the same manager again. He went in the back to get the manager and then returned to say that he was on dinner and i would have to wait for 15 mins. I was then made to sit and wait for a person who was there but just did not feel it was a priority to come out and speak to me. And when he did come out he helped other customers who had just arrived before dealing with me. what happened to putting the customer first. The manager then proceeded to argue with me telling me that he felt that he had done me a favor by letting me check into a room that was in fact already paid for. He then continued to argue with me for 20 minutes about how he felt that he had done a good thing by letting me in the room. I tried to make him understand that as the customer, if my perception was that the transaction did not go smoothly then that is all that matters. How he sees it is irrelevant. After I was finally given a new key and was walking away he commented, I hope you do not charge anything to the room. Again, rude to the end.
i have to say that I will honestly never stay at a ramada hotel again. The manner in which i was treated was simply unacceptable. As a customer i understand that there are policies and procedures in place, but sometimes a business must go above and beyond to service the customer. This seems to not be the case with this Ramada. The hotel already had the room and tax. i was not asking to stay for free but simply for understanding in a situation that was less than ideal for all parties involved.I really hope that something is done to try and improve the customer service at this hotel, because that aside it is actually not a bad place to stay.
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- Also Known As:
- Ramada Plaza Hotel-West Hollywood Hotel West Hollywood
- Ramada Plaza Suites West Hollywood
- Ramada West Hollywood
- West Hollywood Ramada