Ramada

April 26, 2019

Ramada Worldwide Customer Service
Wyndham Hotel Group, LLC
22 Sylvan Way
Parsippany, Texas 07054

Wyndham Rewards

Barclays
General Correspondence
Card Services
P.O. Box 8801
Wilmington, Delaware 19899

VIA ELECTRONIC MAIL

I called Ramada customer care to express my displeasure with a recent stay and was told I would receive a returned call. After over a week, I did not receive a returned call. Therefore, I am writing this letter of an unacceptable experience at the Ramada Inn and Suites Costa Mesa/Newport Beach.

My wife and I are Wyndham rewards members and Worldmark by Wyndham Owners. We chose to redeem Wyndham rewards points and stay at the Ramada April 5-7, 2019 for convenience to planned destinations. We invited friends to join us and booked two rooms. (Reservation confirmation #80899EC065680)

My wife and friends are occasional smokers. During our initial stay they smoked outside in the parking area. We noticed other guests smoking outside of their rooms and in the parking area. An employee advised us that we could not smoke in the parking area and directed us to an area near the lobby, on an adjacent property. During the rest of our stay we used this area for smoking. Although an ash tray was not provided and cigarette butts were littered on the adjacent property, we threw our extinguished butts in a trash can.

We did not hear from a Ramada employee until the second night of our stay when we received a phone call from Ross Stibor, identifying himself as the general manager, indicating that we have been charged a fine of $250 for smoking. I asked why. Ross indicated that we were told not to smoke on the property. I indicated that my wife and friends have been smoking in the area previously designated by an employee on the adjacent property. I asked Ross why other guests are smoking on the property and whether they were also receiving a fine. (Photos identifying people smoking and littered butts on the Ramada property are available upon request) I did not get an answer to what appeared to be select enforcement. I asked for an initial warning and to waive the fine. He refused. My wife, friends and I were upset. Afterward, we went to smoke in the designated area on the adjacent property. Another person was smoking in the area. After we told this person about our recent experience, the person said he was Ross who called us. Before we were able to speak with him, he shrugged us off and threw his lit cigarette butt on the adjacent property. His arrogance and lack of communication infuriated us further. The remainder of our stay was tainted from our experience with Ross.

The next morning during our check out, I asked to speak with Ross. Although I could hear his voice in the back office area, the front desk employee said that he was not at the hotel. I asked for a written receipt for any charges from our stay and was told that it would be emailed. After insisting, I received a written receipt indicating the $250 fine was still on the invoice.

I was generally surprised and angry to subject my wife and friends to this negative experience. As a valued Worldmark by Wyndham Owner, it is my expectation when staying at a Wyndham-affiliated hotel, guests will be treated with respect and not be harassed and extorted. General Manager, Ross Stibor, did not meet the objectives identified in the Ramada guest room book:

"Whether your visit is for business or pleasure, we are happy that you chose to stay with us. It is our primary goal to provide you with warm hospitality, superior service and a safe and restful night's sleep."

"We would like to make your visit as enjoyable, relaxing and productive as possible. Please feel free to contact the Front Desk for anything you may need. We welcome any comments or suggestions you may have throughout your stay."

I assumed since I was using my Wyndham reward points, the accommodations, including staff, would meet, or exceed, my expectations. After our stay, I noticed various reviews on Yelp concerning other guest's experience with Ramada and Ross. It was sad that my experience was not unique. Ross Stibor is rude, unhelpful, lacks professionalism and is arrogant. He does not belong in a hospitality, let alone, customer service business. After so many negative reviews, I can't believe he is still employed by Ramada. I also can't believe Wyndham and the rewards program is associated with the property.

For our stay, I redeemed Wyndham reward points and used my Wyndham Visa card. I will dispute Ramada's $250 charge on my card. I anticipate Wyndham would expedite resolution of this problem and extend a credit for my reward points.

Please contact me to provide an update to my requested credit. My contact information is with Wyndham and Worldmark. Thank you.

Sincerely,

Andrew Kusch
Worldmark by Wyndham Owner