Ramada by Wyndham Tucson — Hotel in Tucson

I unfortunately can't recommend this hotel at all. I was supposed to stay here for 3 nights for work. I always look at the reviews before booking a hotel, and it seemed like most of the negative ones were just about the rooms being outdated. I figured, I can deal with that. There were one or two semi-recent ones that mentioned finding bugs/roaches, but I figured any hotel will have that rare occurrence. I don't think it's rare at all here.

I felt a little weirded out by the fact that there was only one other car in the parking lot besides mine. There were two employees in the lobby when I arrived. I never saw evidence of a single other guest besides me while I was there. Both of those employees were very kind and helpful. I checked in, but with my first room, the physical latch that should only be able to be closed from the inside was blocking me from opening the door. I went back to the lobby, and the employees apologized and said that door does that sometimes, and they put me in a different room.

That room was probably 85 degrees when I walked in, pretty humid, and the AC/fan wasn't on. I'm not necessarily expecting hotels to keep unoccupied rooms cold, but for the hour or two I was there, I had the AC turned down to 69 degrees, and I don't think it ever got below 80. The room looked a little grimy when I walked in-- some small stains and smudges on the furniture, sheets, bedskirt, etc. There were three cigarette burn holes on the arm of the sofa (see photo). I was prepared to deal with that, but when I turned on the light in the bathroom, a roach about 3 inches long started running up the wall. I took a video but was only able to attach a screenshot of it.

I brought my things back to the lobby and quietly explained the situation to one of the employees. The reaction I'd usually expect is, "Oh my goodness, I'm so sorry, let me move you to another room." The one I got was, "Oh, yeah, that happens sometimes. I'll come with you to kill it?" Again, she was very nice, but I was concerned that this seemed like an everyday thing. She killed the roach (it had run into the hall by the time she was able to squish it), and left it on the carpet. It was still there when I ended up choosing to cancel my stay and leave about an hour later. With roaches, if there's any, there's many, and there were a few places in the room where a pipe or something went into the wall, and it wasn't properly sealed, so there was a pretty big hole where things could come in through the wall.

The front desk employee was very understanding when I came back to cancel the reservation, and she didn't seem surprised that I was choosing to do so. I asked for a receipt of the cancellation because it was for work, and she said she didn't know what the receipt would be for since I wouldn't be charged anything. I was confused because I was under the impression that I'd still be charged for one night, but I assumed that meant it was being waived. I asked for an email confirmation, which was sent after I left and showed that my company card was still charged for one...

We have been staying at this hotel each year for the past 10 years for El Tour de Tucson, the annual cycling event around the city of Tucson. We love the open space and relaxed charm of this hotel. It is close to lively downtown Tucson and it is easy to get out into the surrounding countryside as well. Gates Pass and the Saguaro National Park and the Arizona Desert Museum are all quite near the hotel. We love the staff at the front desk and at the little restaurant/cocktail bar, Oliver even remembers us each and every year! This past stay at the hotel housekeeping and Joseph Moreno helped prevent a vacation disaster with their rapid response when I left my pocket book in the hotel room after checking out. Joseph ran out into the parking lot to flag us down as we headed for the airport, above and beyond helpful if you ask me!!! Another example, when we thought Bob had lost his ring in the room, Joseph showed true concern and graciously,let us back in the room (also after checkout and he already knew us even though we were only there for 3 days) another example of the personal touch. Additionally they fully support the cycling event El Tour de Tucson which raises money for over 40 different charities, millions of dollars for charity each year. We ship our large, cumbersome bike boxes each year directly to the hotel, there is no charge for storing it till we arrive, staff is always very helpful! Oh yes, the full size swimming pool which is heated to a delightful temperature in the fall when are there, and the hot tub are another delight! This hotel is a great value in our estimation, it is not the most glamorous I suppose, but the atmosphere is comfortable and welcoming, it is a small gem which we would highly recommend. Ramada recently acquired the hotel, it used to be the River Park Inn, and we were a bit apprehensive that the friendly, quiet charm would be replaced by cooperate efficiency, however we were ecstatic to be met with the same style of friendly, helpful, concerned hospitality that we had come to expect over the years. Keep up the good work everyone, we'll be back! ...

Arrived 2/10 at 9:00 p.m. after a 13 hour drive. Was given keys that did not work. As our room was 231 it is a bit of a walk so I drove back to the front desk. Keys are redone. Go back a second time and again the keys don’t work. Go to the front desk now for a third time and the clerk wants to reprogram the same keys that don’t work. I insist she program a different set of keys which she did. Finally got into the room 1/2 hour after going back and forth.

The clerk failed to tell us there were issues with the hot water. So wake up 2/11 and of course there is no hot water. Now I’m a little peeved. Take a spit bath, get dressed and pack up. Go to the front desk to be told the maintenance people were on site last night for no hot water!

So I tell the clerk I’m none too pleased that I payed $153 and didn’t even get to take a shower. The clerk made no effort to refund me half of my fee let alone any offer at all.

Went to the breakfast area and can back 20 minutes later in which the manager was now helping me and offered a full refund.

I would not recommend this hotel nor will I be staying here ever again but have upgraded my review to two stars solely because the manager seemed to understand after the clerk who had the key issue called him the night before and explained she “messed up” and displayed a little more empathy than the staff themselves. As a civil servant myself I get the customer isn’t always right but when it takes multiple trips to get into a room and there is no hot water - I think it should have been mentioned when I arrived there was no hot water and it really should have been my idea to try...