Airway Inn

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I don't even know where to go with this as this whole process has been absolutely useless. This business response neither makes any sense NOR is any of it true. NO ONE SAID A SINGLE WORD TO ME ABOUT THISNO ONE. As a matter of fact, the gentleman at the desk had my paperwork at hand and immediately handed me off to a kid to take me a room. There was NO CONVERSATION between the desk clerk and myself other than "Thank you"Period. Someone needs to seriously review the business, mechanical and hygiene practices of this establishmentI guess that's how they do people...including doubling their rates to take advantage of stranded travelers so they have an excuse to avoid remuneration. Give customers the run around until they give up and go away. ZERO customer satisfaction
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Sincerely,
*** ***

Check out time is noonCheck out time is clearly displayed at the front desk and it is distinctly visible upon check inAlso, check out time is written on the room key card which is used to
open the room door, along with other information's about our establishmentFurthermore, check out time is repeated constantly, and displayed on the welcome channel on our in room televisionsWelcome channel is the first channel that comes on once TV is turned onRegardless of check in time, it can be 6pm, 10pm, 1am, 4am, etc., check out time is always noonThere are exceptions which are frequently granted if requested for late check out which is normally at 2pmHotel rooms are not rented hours which counts from the time of check inOur guest in question checked in at 1am on September ***, check out time was at noon on September ***, not at 1am or am on September ***, as our guest claimsAs per our policy, if guest does not inform us of extending the stay and provides the payment for extension, belongings are removed from the room hours after check out time, in this case 2pm on September the ***, and stored in the secured storage area until they are claimedIn this case hotel employee extended the courtesy of an excellent customer service and provided a transportation back to the airport, at the hotel expense, by calling a taxi and paying for itIf the guest was dissatisfied with the taxi service, which was paid for by the hotel, than we sincerely apologize for that, even though taxi driver is not our employee

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I was NOT in any way shape or form told that ANY rooms were sold out. Their statement is 100% UNTRUE.  I was NOT given any information as such.  The gentleman picked up my booking sheet and did NOT say a word.  I PAID FOR A DELUXE KING NON-SMOKING ROOM and instead was given a ratty FULL BED with filthy, cigarette burned linens, no quilt, no heat AT THE FULL PRICE.  NOT ACCEPTABLE.  Tell me how it is justified for them to ADVERTISE and take my money as they do for the first picture while substituting a filthy clandestine affair room that rents for $16 per hour? Even for the five hours I stayed sitting in the freezing room, in the chair with my coat and gloves on, would be less than being taken advantage of by this unfortunate establishment.  The health department should be notified of the filth in this place.  I demand a refund.

 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

She was informed that non- smoking rooms were sold out due to overfilled guestsfrom LaGuardia Airport cancellations. Her [redacted] reservation came through after our sold outnotice to [redacted]. We could ask [redacted] to take care of her room at other hotels if she wanted.Water pipe leak...

made no damage to her room.Many smoker guests were looking for the rooms but we sold it to her.RegardsAndrew S[redacted]Airway Inn

Review: September *, 2015 Saturday, I arrived at Laguardia Airport at 11.45 pm. I spent another hour trying to look for a hotel and found one on cheap tickets. I made the reservation it garnished and is still holding the amount of $229, according to my bank account. When I arrived at 1:00 am at Airway Inn they took my card and proceeded to try to charge me again even though I told the staff on duty, Tony A[redacted] asking him why he was charging my card as it had already been charged through cheap tickets.com. he still tried and said I said he should not because it would shut down my card. I showed him confirmation of the charge as I paid online. he finally gave me a room and my card back. I slept and was out by 8:30 am headed to sight see in Times Square. I arrived back at 2:00 am to find my key not working. I went to talk to same staff, Tony A[redacted] and he informed me my room was for only one day. I said my day wasn't even up yet. He then said it was up and that I was staying two nights. I asked him how can that be when I arrived after early this morning after midnight? Mr A[redacted] stated they took all my clothes and bags and put them in a trash bag. He stated several times my reservation was not the right time. I disagreed. I showed him when I checked in. It clearly stated my check out was the filling morning at 10am. Then he stated my card was declined. I showed him my bank account with the amount holding so I knew it wasn't declined. I asked why didnt he call as he had me fill out the form with address and with my phone number. He said he did not have anymore rooms and could not give me a room. He said they would refund my money. I asked what am I suppose to do? Mr A[redacted] said he would pay for the charge for me to go to the airport at 2 am in the morning. Not only was that horrible service and definitely unwarranted. I am traveling alone and they left me stranded in New York without a room in the middle of the night. Very scary and unsafe for your tourist coming to New York. I also was driven to the airport the gentleman didn't even open or close the door for me either when he picked me up or when he left me at airport. He sped off as I said thank you and closed the door. Very scary and unprofessional behavior in all the staff involved.Desired Settlement: Would like to male sure this does not happen again to anyone.

Business

Response:

Check out time is 12 noon. Check out time is clearly displayed at the front desk and it is distinctly visible upon check in. Also, check out time is written on the room key card which is used to open the room door, along with other information's about our establishment. Furthermore, check out time is repeated constantly, and displayed on the welcome channel on our in room televisions. Welcome channel is the first channel that comes on once TV is turned on. Regardless of check in time, it can be 6pm, 10pm, 1am, 4am, etc., check out time is always 12 noon. There are exceptions which are frequently granted if requested for late check out which is normally at 2pm. Hotel rooms are not rented 24 hours which counts from the time of check in. Our guest in question checked in at 1am on September [redacted], check out time was at 12 noon on September [redacted], not at 1am or 2 am on September [redacted], as our guest claims. As per our policy, if guest does not inform us of extending the stay and provides the payment for extension, belongings are removed from the room 2 hours after check out time, in this case 2pm on September the [redacted], and stored in the secured storage area until they are claimed. In this case hotel employee extended the courtesy of an excellent customer service and provided a transportation back to the airport, at the hotel expense, by calling a taxi and paying for it. If the guest was dissatisfied with the taxi service, which was paid for by the hotel, than we sincerely apologize for that, even though taxi driver is not our employee.