Ramada Suites By Wyndham Victoria Street West — Hotel in Waitematā

I booked 3 nights at Ramada accidentally, it was meant to be 2 nights - I thought I was arriving back in NZ on the 26th of June, but I was wrong - due to coming from another country (time zone difference). My aunty passed away and it was all last minute and was a stressful time. I contacted Ramada about this and begged to be refunded for the 1st night which of course I did not use. They advised me to sort this out with Booking.com - who I used to make the booking. I thanked them, and contacted Booking.com.

Over a week has passed, and there has been multiple efforts on my behalf as well as Booking.com to facilitate this refund. Just today, I have received an email from Ramada telling me they will not refund me due to their cancellation policy.

It's really disappointing - due to the fact that I was led to believe they understood my situation and were happy to refund the first night - and instructed me to contact Booking.com for this. But looks like they were just fobbing me off, and never actually had ANY intention of refunding me, hoping I'd just find it too hard and give up.

I stay in Auckland all the time - and I was planning on making Ramada my regular place to stay, but not anymore. Really poor customer service on their part - and lacking integrity. It was only a matter of less than $100, for a massive hotel like this - given the death in my family and the mistake on my part - a little bit of human understanding would have...

I booked 3 nights at Ramada accidentally, it was meant to be 2 nights - I thought I was arriving back in NZ on the 26th of June, but I was wrong - due to coming from another country (time zone difference). My aunty passed away and it was all last minute and was a stressful time. I contacted Ramada about this and begged to be refunded for the 1st night which of course I did not use. They advised me to sort this out with Booking.com - who I used to make the booking. I thanked them, and contacted Booking.com.||Over a week has passed, and there has been multiple efforts on my behalf as well as Booking.com to facilitate this refund. Just today, I have received an email from Ramada telling me they will not refund me due to their cancellation policy.||It's really disappointing - due to the fact that I was led to believe they understood my situation and were happy to refund the first night - and instructed me to contact Booking.com for this. But looks like they were just fobbing me off, and never actually had ANY intention of refunding me, hoping I'd just find it too hard and give up.||I stay in Auckland all the time - and I was planning on making Ramada my regular place to stay, but not anymore. Really poor customer service on their part - and lacking integrity. It was only a matter of less than $100, for a massive hotel like this - given the death in my family and the mistake on my part - a little bit of human understanding would have...

My review is based off the interaction I had with the reception today. As someone who is experienced with customer service and reception. You are the face of the company, and the motto of Ramada I believe is “A very good place to be”. But today it was not a good place to be. I am a full time carer for my daughter with a medical condition meaning I don’t get out much and this has impacted my anxiety. When I go out I walk with my daughter who has a tube in her nose and I’m always nervous about having people so when I do talk or ask for help it takes me a while to gain the courage to do so. Today I walked with my daughter in her pram and was looking for My Gold. And I was relived to see Ramada was open so maybe I could ask the reception for some advice or help. I asked kindly “hi sorry are you able to tell me how I can get to MyGold please” He responded with “you call them, we shouldn’t be directing you” with a look on his face. I didn’t feel welcome and was embarrassed in front of other people behind us. I turned around and went home. I understand it’s not your job to help with directions but you did more than just send us away. My confidence was shattered that day and i had a panic attack on my way home. Is it so hard to be kind and to just let me know that calling them might help instead of making me feel like a burden. This is now another reason why I may not ever go out often. This had...