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| - Ramada Urbana/Champaign
902 W. Killarney St.
Urbana, IL. 61801
Date: April 8, 2017
The weekend of April 7-9th, I planned to visit my daughter for Moms Weekend at the University of Illinois in Urbana Champaign. I had a reservation scheduled for Friday, April 7 for a one-night stay for $192.09 at the Ramada Hotel. On Saturday April 8, I noticed I received two withdrawals from my bank account totaling $384.18 via the Ramada. I immediately went down to the front desk to inquire about the charges. A woman named Crystal was on duty at the time. I asked why there was an extra charge of $192.09 to my account. She vaguely explained that it was a hold on my account. Therefore, I continued to inquire about the additional charges applied to my bank account. In an aggressive manner, Crystal replied, "Look! I don't get what you don't understand about what I'm saying!" While speaking, she is gesturing her finger to her forehead. I said, "I need to speak to your manager immediately!" Crystal responded, "She aint here!" I let her know her behavior was completely unprofessional and rude. She began to point her pen in my face yelling at me to leave the hotel. She yelled this several times. Keep in mind; this is Moms weekend, during the hotel's breakfast hours, so there were plenty of parents sitting feet away from the front desk. I told her that I am not going anywhere. I am a paying customer and I have every right to be here! She became extremely aggressive and jumped out of her seat and lunged out at me in a threatening manner over the desk. I let her know that I was going to call the police. Then she stated that she would call the police. I told her please do, because you are the aggressor in this situation, she placed the phone down. I was extremely humiliated and embarrassed by the way I was being treated.
Another employee named Shade (Shae), stepped in to diffuse the situation. She calmly stood in front of me and said to please speak directly to her and not to her co-worker. She showed me a plaque with the hotel's policy regarding the debit hold. I thanked her for showing patience in explaining the policy with clarity. All while I was speaking with Shae, Crystal was belligerent! She told me to shut-up several times and continued yelling for me to leave the hotel. Shae turned around towards her and said that it is not professional or appropriate for her to speak with a customer in that manner. Crystal proceeded to yell, "Don't tell me what to do! You need to leave work now!" Shae told her not to speak to her that way and she walked to the breakfast area. Crystal left the front desk and followed Shae to the breakfast area. Shae began to yell get your finger out of my face and leave me alone (reminder: parents are still eating breakfast in this same area).
Not only was Crystal behaving aggressively with a customer but with a co-worker as well. I have NEVER experienced such a display of ignorance, incompetence, and unprofessionalism. As a paying customer, I am appalled and disgusted by the way I was treated! I have been a teacher for the past 17 years. I work in the field of helping others and deal with disgruntled parents quite often. If I EVER behaved in this manner with a parent, I would immediately be terminated! As a professional, I take offense to the disrespect and the lack of humanity that was demonstrated by your employee, towards me as a patron to your establishment.
I spoke with Shae before leaving the hotel. I asked if she could check me out to alleviate any further confrontations with Crystal. Shae apologized profusely for her co-worker's behavior. She explained that the Ramada is a wonderful hotel and hope this incident does not deter me from continuing to visit. She stated that she loves her job and this is not usually, how business is handled at the hotel. If it was not for this young woman working on this particular day, I do not know how things would have turned out. Shae was a constant professional. She conducted herself in a way that would make any supervisor/manager appreciate having her on their team.
Despite all of the drama that took place, I thought the hotel was very nice. The room was clean and cozy. The bed and pillows were comfortable. Overall, it was nice stay. It is just unfortunate that an inept person is a representation of such a reputable establishment. Hope no other customers will be subject to her foolishness ever again.
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