We have a Ramada reservation using an American Express discount. I noticed the posted price had gone down so I called the national number (where we made our original reservation) and asked about an adjustment. The woman put me on hold to check it out, came back and said we needed to contact AmEx, get a form, on and on. I told her I didn't think so and this is where I probably goofed, but I said I'd just call back later and talk to somebody who could help me. She called me a B**ch and hung up. After I calmed down I called the hotel directly and they were more than willing to give us the better price.

I'm still angry.......

Don't get confrotational. Just say "Thanks", and hangup and then call back. Otherwise, they can put a note on your reservation record for being a "trouble customer" and you'll have a hard time getting things done.

I would send an email or a letter to Ramada's corporate office and advise them of the situation. Provide as much detail as possible - if you can recall what time of day and the name of the agent it would be helpful. Many times these calls are recorded. Customer service agents should be prepared for customers that are sometimes angry or upset. Calling the customer names is NOT appropriate under any circumstances. A reputable business will appreciate you bringing this to their attention so they can correct it.

Maybe it is something about Ramada culture (or lack of it).

Twenty years ago I had an unpleasant conversaton with a Ramada desk clerk who insisted I pay a $1.00 a day telephone charge for a room that had no telephone sevice.

I have never booked at a Ramada since.

I agree that most companies want to know about surly customer service people, but I doubt that Ramada is such a firm.

HTTY

HTTY: Your post reminded me of the fact that the Ramada Inn in West Hollywood charges their customers a dollar a day for use of the in room safe---whether you use it or NOT!

My wife seems to find these same people on the other end of the phone line - and they are not just working for hotels. She called our cell phone provider about a wrongful charge, and asked the person's name - got the first name only (which they all do, understandably) but then the person refused to give an ID#. My wife told her that we had been advised by the company to always ask for the ID#,(for obvious reasons.) The person went off on my wife - so she passed the phone to me so I could hear. The language was insulting. When I asked for her ID#, she promptly hung up.

The telephone customer service offered by many companies is downright pitiful and evidently they know that few calls are "monitored."

Get over it. Either you deserved it or the person was having a bad day -- either way, just move on.

"Sticks & stones ..."

My mother in law had Ramada problems both on the reservation and at the property. I had some snotty hotel check in cleark at another Ramada at the same time period. There are plenty of chains and other properties to choose from these days. So it's our choice to avoid Ramada's.

Amen Gekko,

Sorry ccolor, but you seem to have started the attack mode. Like you said, you goofed. As professional as that person was supposed to be, they were fed up and reacted poorly to your attack. Leave them be.

But always realize that how you act makes you equally responsible for the reaction.

S

This blame-the-victim stuff is too much a part of life today, and it is extremely unpleasant.

Ask somebody in a movie to please stop talking and they tell you that you are rude to do so.

Honk your horn when somebody cuts you off, and they flip you the bird.

And, by the way "Sticks and stones..." words really do hurt. We now know that psychological and verbal abuse are just as harmful as physical abuse.

I am sorry that ccolor or anybody else has to do business with rude, poorly trained, or just plain dumb customer service representatives.

There is no excuse for lame customer service. I work in real estate and have many clients that I talk to over the phone and never would I use the "b*tch" word ever. They are the reason I receive a paycheck. The person that swore to you should be reported.

I agree that there is absolutely no excuse for someone who's supposed to be in "customer service" to treat a customer that way. And I find it hard to believe that anyone else thinks it's acceptable. "Sticks and stones"...not when they're coming from someone whose job is to deal with the public. That woman is obviously in the wrong line of work. And Ramada needs to know that.

Write directly to the President of Ramada marked Personal & Confidential (he won;t read it - but one of exec admins will) andinclude all info - hopefully you have the name of the person involved if not give exact date and time and # of reservation.

Ask for specific compensation, including an apology in writing, and some sort of freebie.

Therre is absolutely no reason for such behavior - and that person should seek an alternate career path - hopefully not involving other human beings.

Excuse me, but she deserved it? I'm afraid to find out what types of jobs Gekko and sistahlou have but I pray it is NOT in customer service. She didn't "start" anything. She called to get help from the person who is suppose to do that--duh! She did not use any profanity nor did she deserve to be on the receiving end of any such language. That is totally unacceptable language for someone in customer service and she certainly needs to be reported. There is never an excuse for language like that in a professional environment. It may be true the employee was having a bad day... don't we all? But we can't go around name calling, now can we? Would you want an employee like that working for you???

Thank the lord for the last few posters: as I was reading, I was afraid that I was living in a parallel universe. CColor is, of course, the victim, and I too would be steamed.

In the worst cases of flagrant customer abuse (to use the word lightly), I have looked up the address of corporate headquarters, found the name of the company president, and addressed a letter to him (sadly, it's never been a her).

This usually results in at least an apology.

CColor, I am sorry that this happened to you. Civility and customer service are both in a sad state these days. And I wonder if those who so little prize civility when others are at the receiving end of uncivil behavior, are ever civil to others, themselves?

The "it's okay to treat people badly mentality" is what makes me sick. It's acceptable for someone in customer service to call a customer a b%$#h if said customer service representative is having a bad day?! On what planet?

Perhaps I'm misreading this, but what I got was that ccolor told the rep that she would call back later and talk to someone who could help her. Why on earth is that justifiable provocation to be called a b&^($h?

I did end up sending an e-mail to whoever gets them on the Ramada main website and am going to go with the letter you have suggested if I do not get any response. I, too, am a customer service rep and while I'd like to call somebody a name now and then I surely wouldn't run with the idea! Thanks for all your input.

Ccolor, i just read through this thread, and didn't see anything you did that was inappropriate, or could be perceived as an attack on Ramada's service rep. In fact, leaving a situation like this, telling her you'd call back later, was lots less confrontational than continuing to discuss it.
Good for you for writing to Ramada. Hopefully your letter will save someone else from being insulted for no good reason.

Hi thanks for pionting out i was in the completly wrong continent.. i reposted my note.. it made me laugh when i logged on, it was 'one of those days' thanks again.
pentway.

And you're still going to stay with them?? I'd spend my hard earned money elsewhere. Period.
Annika