Complaints

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:07/26/2024

  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 made a reservation for 7/18/24 thru 7/24/24 through ***********. In the agreement, I would be charged for one night only if I cancel the reservation. I cancelled the reservation after looking at the room on July 18. The hotel refuses to acknowledge the cancellation, the employee at the desk refused to check me out saying that needed to hear from ***********. Booking reached out multiple times. I would like all fees refunded except the agreed upon $87.15.

  Business Response

  Date: 07/26/2024

  BBB Case #: 22043643
  Hotel Site #: 48067
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ********* ***** at the Ramada property in Cumberland, MD. As a company, were committed to delivering a great experience with every stay with us. Please reply with an official copy of your billing/credit card statement showing the charges you incurred (we cannot accept screen shots). You may also fax the documents to ************, please ensure your customer care concern number is written on each page. If you have disputed the charges with your financial institute, please be advised we cannot move forward in resolving your concern until that dispute is closed and a copy of the investigation will be required. Also, please confirm the spelling of your full name and provide your mailing address.

  For your security, we ask that you remove any personal credit card numbers. Please remove any and all other transactions as we are only interested in seeing the hotel charges you incurred When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.

  Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

  *******
  Liaison,Customer Care
  **********************************

  Customer Answer

  Date: 07/26/2024

  Update: The pending charge for the second $549.78 disappeared. I only would like a refund of $549.78 that was processed. The $88 charge is my expected cancellation fee and I am happy to pay that per my agreement with ***********. 

  The $549.78 is out of compliance and must be refunded. 

   

  Thank you.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22043643
  
  I am rejecting this response because:

  I have provided documentation. The issue is the hotel refusing to acknowledge my cancellation. 

  I will provide the required statement as requested, however, I cannot close the dispute with my bank until the charge is reversed. That would leave me powerless in getting my money back for this charge that is out of compliance with my original booking agreement. I cancelled the room. I agreed to one night cancellation fee and was charged both the cancellation fee and six nights. 

  I will send the statement as soon as possible and expect the $549.78 overcharge to be refunded upon receipt.

  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 07/26/2024

  BBB Case #: 22043643
  Hotel Site #: 48067
  Customer Care Case #: ********

  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ********* ***** at the Ramada property in Cumberland, MD. As a company, were committed to delivering a great experience with every stay with us. Please reply with an official copy of your billing/credit card statement showing the charges you incurred (we cannot accept screen shots). You may also fax the documents to ************, please ensure your customer care concern number is written on each page. If you have disputed the charges with your financial institute, please be advised we cannot move forward in resolving your concern until that dispute is closed and a copy of the investigation will be required. Also, please confirm the spelling of your full name and provide your mailing address.

  For your security, we ask that you remove any personal credit card numbers. Please remove any and all other transactions as we are only interested in seeing the hotel charges you incurred When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps. 

  Once we receive your statement, we will be right back in touch with you. 

  Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ******************************** and I will personally help address the guest's needs.

  *******
  Liaison, Customer Care
  **********************************

  Customer Answer

  Date: 07/28/2024

  Update: I have a pending refund from *********** as shown in the screen shot. The amount is the difference between the cancellation fee and charges that were made by Ramada Inn.

  If the refund clears, I will no longer need to collect $549.78, but I will still need to have the $87 cancellation fee refunded as that was subtracted from the credit offered by ***********. Please reach out if you have questions.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22043643
  
  I am rejecting this response because:
  

  I received a refund from *********** in the amount of $462.55. Booking refunded the difference between the room fee for the cancelled reservation and the expected cancellation fee. Booking com has been infinitely kinder and more helpful than Ramada Inn. Ramada Inn's manager responded to my complaint about the cancellation and subsequent charges with this gem:

  "we never charge 1000$ as you claim. we never promise that you will get refund. we kept your room for all 6 days so we will keep charges. we have not offered pool on this facility from 10 years. this is not swimming pool facility we charge for room not pool. no refund will allowed. if we told you get refund that we will approved that. if you decide to rent room two hotel it is your decision not our. sorry we will not refund anything.

  Kp"
  

  The charges made by Ramada Inn were $549.78 and $88.07. They charged both the room fee and the cancellation fee, even though the management refused to acknowledge the cancellation.

  I have accessed and downloaded my July statement and will attach it here showing both charges. I now only ask that the $88.07 be refunded as *********** should now pursue reimbursement for the larger charge from Ramada.

  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 07/31/2024

  Attached is my ********* statement with the Ramada Inn charges highlighted and my customer care number noted. 

  I no longer need the $549.78 as *********** has priced excellent customer service and refunded all but the agreed upon cancellation fee. 

  Ramada Inn, though they refused to honor the actual cancellation, still charged the cancellation fee of $88.07. This is the refund amount I am requesting. 

  **** *****

  Business Response

  Date: 07/31/2024

  BBB Case #: 22043643
  Hotel Site #: 48067
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ********* Fitch  at the Ramada by Wyndham property in Cumberland, MD. ********** are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. ********************* has no access to the billing systems at the property for refund.

  Once again, we apologize for any inconvenience this may have caused.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************

  *****
  Liaison,Customer Care
  ************** & Resorts

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22043643
  
  I am rejecting this response because:

  Once again, the ball was passed to someone else within the Ramada Inn company.  I did not receive the requested refund for the unauthorized charges made by Ramada Inn. 

  I will continue to dispute this until it is resolved.

  
  Sincerely,
  
  ********* *****