I refer to our recent vacation package June 11-19 in Orlando, for a party of ten, bought through your organization and wish to highlight our unpleasant experience with the package. The list is as follows:
1. The vacation package was not properly handled from the time that payment was made.incomplete package was sent to us in the mail (one instead of two sets) leaving us with lots of anxiety and concerns of an imminent disastrous vacation, which is the last thing we need.
2. Attempts to reach a customer service officer fell on deaf ears and our calls are always put on hold for hours again and again (and at great I must add since we are from Singapore, long distance call charges). The only calls we received promptly were asking us to make payments to secure our reservations.
3. We have contacted your customer service department several times, most likely notation were made on your system. Typical answers when we finally reach someone is that - "its our policy that you will have to wait because we have so many customer to attend to and since you already paid for it, just refer to the package". This is totally unacceptable from an organization like yours and very far from the service level one (Ramada Resorts' standards) would expect from a vacation package organization.
4. The original hotel package was changed at the last minute and the only answer that the customer welcome center could offer was a lame excuse that the change is to a better hotel. From Ramada Barcelo Hotel to Amerihost Hotel, we have a fax to proof.
5. As mentioned, from the onset we were doomed for an unpleasant vacation if the attention (or rather lack of same) from your organization is anything to go by.
6. The hotel staff at Amerihost Hotel was not only discourteous but also very unprofessional in discharging their duties. I can only say that if how the staff at the hotel behaves, and then it's a sure way to lose customers very easily. Concierge service is hopeless and is clueless referring only to brochures on the rack as the best source of information. Front office staff were very unwilling to assist guest citing that they do not have the means nor the manpower to assist on even a small item like locating places or telephone numbers to those places.
7. House keeping did a less than satisfactory job of house keeping and I guess there is not much they can do to spruce up what is tantamount to dilapidated rooms assigned to us.
8. Lobby area had a strong chlorine smell with no proper ventilation to keep the area fresh and pleasant and inviting rather than being obtrusive as was the case.
9. And the list goes on but not to overdo it, I can only say that this would be the first and LAST time we will ever consider and/or recommend any friends to work through your organization for a vacation package unless some tangible compensation and recourse to rectify the situation is taken from your end.
10. Hard sell tactics prior to payment but once payment is done, hard avoidance tactics seems to be the order of the day. For example, the first sales person hard sold us the two AI packages for $398 each. A day later, sales person Mike B who claimed that he was from the corporate office, contacted us to sell us another two UG packages. He misled us by telling us that these UG packages are combinable for an extra room for a total of 8 days 7 nights, as we needed for the period of June 12 to 19.
Payment was made for two packages and then we were told the two UG packages were not combinable. The only person who did what was right was Royston. He explained to us that the first two AI packages only cover 8 days 6 nights, and we have to pay for another night in each of those AI packages.
It was most frustrating as the whole time, the dates were already determined as we have not changed our flight arrangements. I have pleaded with Royston to help fix the disaster. He cancelled one of the UG packages and charged us for 3 extra nights for that room at $75 per night, atop of $58 registration fee, which cost us more.
11. An after sales survey questionnaire was sent to us but with the unpleasant experience to say the least, there is not much we can say and felt that this letter would serve its purpose to get the attention as desired. Will we get a positive and constructive response from you? I will not venture to bet on it but if you do I would appreciate it.
The whole experience has been unnecessary, we are truly sorry we have chosen to believe the Ramada is one of the most reputable and recommendable resorts. We are disappointed and we felt your organization has been dishonest to us from the beginning.
Cc: Your company's CEO
Hazel
stamford, Connecticut
U.S.A.
0 comments