Complaints

This profile includes complaints for Ramada Gateway Kissimmee's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ramada Gateway Kissimmee

  Kissimmee, FL 34747

• 

  Ramada Gateway Kissimmee

  124 Camelot Dr Aberdeen, SD 57401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at this hotel 2/21/25 check in and checked out 2/22/25. I was aware of the $20.43 for the resort fee. I then was also charged $21.50, I called the hotel to ask what his was for, and was told a damaged linen fee?? I have stayed ay many hotels way more expensive then this and have never had any issues. I have never damaged ANY linens. I use the towels dry off with after a shower, and the sheets to sleep in. When I called the front desk (4 times for someone to answer), they transfered me to the housekeeping department who says she will have to call me back. This whole experience was horrible, after the 1st room they gave me the ac did not work, and the extra door lock was haldway off. And then at 3am some random guy was knocking on my door which scared the c*** out of me and I did not sleep well. I would just like to be refunded for my $21.50 fee for the "damaged linens" which is a total lie.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are guests at the Ramada by Wyndham ***** Gateway. We have had no hot water in our room for most of our stay. Cold showers everyday. Other guests are experiencing the same. There is a strong smell of gas intermittently about the property. We have made several complaints to reception but nobody will help us. We keep being told the hot water will be back on at the end of the day but it never is. We spoke to the hotel Manager, ****** this morning with the complaint. He accused us of lying. He said there has been no long standing problem with the water. He refused us a refund and refused to move us to another room. Yet he did suggest that another water heater would be installed today. Something we have heard a number of times. He said he will not help us and intends to keep us in a room with no hot water until the end of our stay. This hotel has ruined our vacation from the **. It is very rundown and nothing like its website states. As already mentioned many guests are experiencing the same and ****** did admit that he has moved other guests to other rooms with hot water. We feel intimidated by ******. We would like the return of the resort fees of $298.00. We are basically being held against our will in a room with no hot water and we know other guests are experiencing the same. ****** has already said he will not move us to another room. We dont have any more money to change hotels.

• Initial Complaint

  Date:07/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Details:Company Name: Ramada by Wyndham Kissimmee Gateway ********************* Address: ************************************************* Date of Problem: April 20 - April 23, 2024 Purchase Date: April 20, 2024 Order Number: ************ (Decolar number), ************* (Lodging Code)Problem: Incorrect Billing and ********************* Complaint:My name is *******************************, and I made a reservation at the Ramada Hotel in ******* through the Decolar platform for April 20 to May 11. I requested a room without carpet due to my severe allergy.Upon arrival, I was informed that no rooms without carpet were available. On the first night, I slept in a room with carpet, resulting in a severe allergic reaction. The next day, still unwell, I was transferred to another room in the late afternoon. The experience was unsatisfactory.Due to these issues, I checked out early on April 23, despite my reservation being until May 11. I discussed this with two receptionists and was assured I could check out early without penalty. I paid for the three nights I stayed and have proof of my stay, medical consultations, and medications.Upon checking my credit card statement, I noticed I was charged for the full 21 days, which is incorrect. I have disputed this charge through my credit card company, but it was denied by Ramada.Desired Resolution:I request that Ramada review the charge and adjust it so that I am only billed for the three nights I stayed. Additionally, I seek a refund for the 18 days I was incorrectly charged for. Below are the details of my reservation and proofs:Name: ************************************************************************************** Number: ************ (Decolar number)Lodging Code: ************* Check-in Date: April 20 Check-out Date: April 23 Number of Nights Stayed: 3 Incorrectly Charged Amount: $1,221.48 (05-11-24) + $42.90 (04-20-24)I kindly ask the BBB to assist in mediating this dispute to ensure a fair resolution. Thank you for your attention and cooperation.Sincerely,

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at this hotel from August 23 to the 28th of 2023 through Priceline. They mislead you into believing that they charge you 50 dollars extra to be refunded at the end of your stay. At checkout in and again they repeat the same words indicating that your refund will be returned to your card in a couple of days. I contacted them but they ignored me. I also noticed a pattern by doing some research. They ripped off hundreds of people mostly from out of town. This practice is misleading and dishonest and I’m hoping the great BBB would help me get my money back and put an end to this scam.

• Initial Complaint

  Date:07/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed on this property from 7/7/23 until 7/9/23. I was charged a $50 refundable deposit. I never got my deposit back. I called several times and was finally told two restaurant orders were charged to my room. I never stepped foot inside this restaurant. I tried to speak to accounting several times and never got a live person. Multiple voicemails were never returned either. This hotel has stolen $50 from me.

  Business Response

  Date: 09/20/2023

   

  In response to Mr. ****** claims that he was charged a deposit of $50.00. The $50.00 deposit is an authorization not a charge, which is why at check out and on final settlement invoice you will not see the hold.

  I have attached a copy of his final invoice that was given to him at check out. Additional if Mr. ****** will check with his bank he should be able to see that the $50.00 deposit was not charged.

  In response to the 2 attachments he provided :

  1. The $80.92 is the first night room and tax prior to arrival taken out of his entire stay by the third party he booked with. Not by the Ramada.

  2. We do hold an authorization of $50.00 for incidentals and it is released at check out.

  Please see the attachment of Mr. ******'s final bill that shows he was charged by the hotel resort fee of $12+.90+.72 = $13.62 per night for a total of $27.24 additionally he was charged $26.84 restaurant charges for 2 days for a total of 53.68 which was credited back to his account leaving his final bill of only $27.24 charged to his card ending in *****

  We sincerely hope that this message clarifies any confusion.

   

  Sincerely,

   

  Katherine S*******

  Assistant GM

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the date I would check in (11/9/2022 to 11/12/2022) there was Hurricane Nicole and the airport was closed. I called the hotel more than 10 times to advise that my flight was changed to 3 days later (12/11/2022 to 17/11/2022) and no one was willing to help me.
  
  I took the plane to Orlando not sure if I could stay at the hotel. Upon arrival they charged me an extra $80 for being late without warning even though I had called over 10 times to request the change and it wasn't the delay's fault but the hurricane. To make matters worse, they only allowed me to stay at the hotel until 11/15, which was the initial check-out date, and I would stay in the city until 11/17. In addition to having already paid for 6 nights and asking for 5, but they only wanted to release me 3 nights.
  
  I went to the reception every day and wasted more than 2 hours a day trying to solve this problem. I went through embarrassment and had to cry asking them to solve it. In the end I was told that it was resolved, I just had to pay $15.00 of service fees and check out again on 11/15 and no further charges would be made. The last time I swiped my card at this hotel was on 11/15 to pay these fees.
  
  On 11/17 I checked in at 11:00am and to my surprise, 3 hours after leaving the hotel, $125 was charged on my credit card WITHOUT MY AUTHORIZATION, without asking my permission, without even me have passed the card that day. I called to try to resolve it and learned that they were charging me again for 2 more nights that were already paid and that there was NOTHING to be done.
  
  In addition, they charged $50 for the security deposit on 11/12 and said they would return it at checkout, but they only returned $26.15, leaving the charge of R$23.85.
  
  The treatment given to guests is unacceptable, it is INADMISSIBLE for them to debit my card without my prior authorization. In the end, I lost $228 and I want this amount to be returned to my account.
  

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked in on. October 30th around 5pm. Upon check in. The tub was disgusting so I cleaned it myself. I left room around 6pm to go to event . I returned back to my room to shower . I noticed around the toilet a ring of dirt and mold, I took pictures. Then I checked my bed upon pulling sheets back sheets were wrinkled and looked like they weren't changed. The other bed the same issue. So I went downstairs to lobby and told a Mr D***** who is the Manager . I complained to him at first he sounded concerned, after I got really upset he decided to come up to my room with another gentleman but Mr D***** being nasty didn't give me his name. When they got to my room there already was a moldy smell. I ask them to look under toilet which was nasty and not clean but he wouldn't. I told him about the shower he said what you expect it's not a 5 star hotel. I showed him wrinkle sheets he said he been to hotels with wrinkle sheets. He found any excuse to make me feel like I was wrong In wanting to be in a clean room. So we had a few words and he left without a solution. I forgot to mention he offered 20 dollars off 180 bill for 2 nights. Also he took broken iron board but never brought another one back. So now I have to stay 2 nights in a dirty room because Mr D***** is not a nice person..
  

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two nights at Ramada by Wyndam Kissimmee for 10/15/2022 through 10/17/2022. Upon arrival on 10/15/2022, the hotel parking lot was littered with trash, which I can understand that maybe they are short staffed, but that isnt safe or healthy. Upon entry into the lobby, the mold and damp smell was horrific. I have severe pulmonary issues and it triggered an asthma attack, so I went back to my vehicle to tend to take my inhalers. I tried contacting the hotel via the phone number provided in the Hotels.com email, but never could get anyone to answer. Due to the mold problem, I could not risk going back into the lobby. My goal was to try to work with them to at least see a room and try to obtain a mask to wear in the lobby itself. I was never able to actually get anyone on the phone. I contacted Hotels.com and the rep that handled my situation also attempted to contact the hotel. Due to nobody answering the phones, I was left to make a decision surrounding my health and went down the road to another hotel to book. Hotels.com continued to attempt contact and advised they did not have luck and would keep my case open until they could achieve contact as the hotel itself would make the ultimate decision on what to do and Hotels could only facilitate. I asked them to work to obtain a refund for me due to the safety and health issues the mold would create. The following day, I received an email from Hotels.com advising that the hotel refused to refund anything or acknowledge the issue. I completed a review where the hotel itself responded that they would take the complaint serious and work to make things better. I attempted to call the hotel several more times and still never got to speak to an actual human to discuss this issue. I was provided a $32 credit by Hotels.com as an apology and nothing from the hotel itself. After looking more into the hotel, the reviews support mold and safety issues from numerous other patrons as well.