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:07/03/2023

  Type:Service or Repair 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.

  My name is *************************.  My family and I flew in from Arizona to Maryland on 5/31/23 for a graduation. We had reservations to stay 1 week at the Rockville Hotel Ramada by Wyndham from 5/31/23 to 6/7/23 in Room #***. My family and I checked into the hotel shortly after 3 pm. I was told that "there would be no room service until the 3rd day of being at the hotel and that towels, wash cloths and toilet paper would be available daily at the front desk". After checking in, we went to our room and my sister, **** ******, noticed that there were only 2 sets of towels in the room. We needed another 2 sets because it was 4 of us, so my sister went to the desk to ask for additional towels. The same lady that checked us in and said that "towels would be available upon request at the front desk", got very upset. She made a sigh like she was being burdened to have to get up from her seat to get the towels. The next day, I called the front desk to ask how to adjust the air in the room. The same lady answered the phone and she started chewing me out about my sister asking for towels. She told me that" since the reservation was in my name, I had to be the one to come to the front desk and ask for towels"., Also, she threatened to put us out if my sister came to the front desk again asking for towels. That said, from that point on, I was the one that went to the front desk daily to get towels, etc... My sister never went back to the front desk, however, each time I went to the front desk and this particular employee was there, she talked negatively about my sister. It made me very uncomfortable. Since our reservation had been paid for in full, we just decided to stick it out rather than look for another hotel. I will say that this hotel employee having a major meltdown over towels is totally unacceptable! Last week, my sister contacted the hotel manager about this matter. He told her" he would compensate in some way." However, we never heard back from him. . 

  Business Response

  Date: 07/19/2023

  Dear ******,
    
  Allow me to apologize on behalf of our hotel for failing to meet your expectations regarding your recent visit. I have shared your feedback with our team to better handle these types of situations differently in the future. Feedback from our guests on their experiences is what we use to further our constant improvement.

  I see that the reservation was prepaid reservation booked through 3rd party. I have refunded the last night of your stay back to the 3rd party virtual card. Please reach out to the 3rd party to refund the last night stay back to you personal credit card.

  Again, thank you for your time and valuable feedback. We hope for another opportunity to properly host you in the future.   

  *****************************

  VP of Operations