I am submitting this complaint to publicly document a series of serious violations, unprofessional conduct, and unacceptable treatment experienced by a guest at the Ramada Hotel in Sofia. The incidents described below reflect a complete disregard for hospitality standards, guest safety, and basic professionalism.
1. Early Check‑In Refusal Despite Booking.com Conditions
The guest had booked the room with early check‑in conditions clearly stated through Booking.com. Upon arrival, the hotel refused to honor this agreement unless the guest paid the full cost of the previous night, an unreasonable and unjustified demand that contradicts the booking terms.
2. Improper Handling of Guest Belongings and Unjustified Charges
The guest requested that a small bag be removed from the room.
Despite this simple request, the hotel:
- Refused to release the bag without payment
- Demanded €40 for access to the room
- Delayed the guest for an extended period, even after explanations were provided
- Released the room key only after payment was made
This behavior is unacceptable and raises serious concerns about the hotel’s internal policies and respect for guests’ property.
3. Consequences Caused by the Hotel’s Delay
Due to the unnecessary delay created by the hotel:
- The guest rushed to the airport
- Accidentally left behind his mobile phone charger in the room
- Missed his flight back to Athens
- Was forced to drive back to Greece
- Became trapped on the national road due to farmers’ strikes
- Arrived home after 26 exhausting hours
These consequences were a direct result of the hotel’s unjustified obstruction and lack of cooperation.
4. Mishandling of Stored Luggage
Since early check‑in was denied, the guest left his bag in the hotel’s storage area.
When he later requested it:
- The bellman refused to bring it to the reception
- He was told to go himself into the storage area to retrieve it
- This contradicts basic hotel security protocols and guest service standards
5. Missing Property and Suspicion of Theft
When the guest asked about his missing mobile charger:
- The hotel responded in an aggressive, dismissive, and impolite tone
- Staff claimed they “did not see it”
- The circumstances strongly suggest that the item was stolen or mishandled by hotel personnel
This raises serious concerns about the safety of guest belongings within the hotel.
Conclusion
The behavior of the Ramada Hotel Sofia staff demonstrates:
- Breach of booking conditions
- Unjustified financial demands
- Mishandling of guest property
- Disrespectful and aggressive communication
- Possible theft or negligence
- Operational practices far below international hospitality standards
Such conduct is unacceptable for any hotel, especially one operating under the Ramada/Wyndham brand.
I request that the appropriate authorities, Booking.com, and Wyndham corporate review these violations and take immediate corrective action to ensure that no future guest experiences similar mistreatment.ALL THE ABOVE AS PER OUR FILE
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