BridgeStreet Accomodations

Review: I prepaid for a non-refundable apt for 4 nights at the [redacted] (in Washington DC) through [redacted]. Upon arrival at 4:20 Sunday Oct 25th, 2014 the check in desk didn't have my arrival information. The woman at the front desk didn't know what to do - she had to guess if it was BridgeStreet that had taken the reservation through [redacted] (my reservation was with [redacted] and my fees were paid to [redacted] - there was NO mention in the reservation that this was to a 3rd party called BridgStreet). The after hours person at BridgeStreet had to call the front desk back. Meanwhile, I waited with no place to go. After about 30 mins at [redacted], the BridgeStreet after hours person called back to say that my reservation had been switched to another location, which was 7 blocks away. There was no information provided to me about this change, no way for me to get to the new location (after I had already taken a cab to the original location) and no information on why this happened. I expressed that this was not acceptable on many counts, not the least of which is that I booked at [redacted], not a location 7 blocks away. The location was specifically chosen because of where I need to be for the 5 days around my 4 nights. The after hours person had not information to provide me as to why this happened and/or what I was supposed to do about this.

I called [redacted] to address the problem. Was on the phone with them for more than 35 minutes and was disconnected by them (after not resolving the issue and had NO follow-up from them after the phone discussion and being disconnected).

When I arrived at the next location, which I was sent to: 825 10th street, the front desk person said I wasn't at that building, but the next one down the street (so not the same place I was sent by the after hours person at BridgeStreet. So, I went to the NEXT location with bags in tow. I finally got into my apt - after 90 mins of arriving at the initial location.

It is unconscionable to have a prepaid NON REFUNDABLE reservation that is not honored. A complete bait and switch with no explanation. I have been working with BridgeStreet to understand what happened and have filed 2 complaints to [redacted]. Bridgestreet indicated that they had sent me an email Wednesday before my arrival with the information on my reservation. However, I deleted that email thinking it was junk mail because I did not have any reservation through Bridgestreet - I had one through [redacted]. I found the email in my trash. They also indicated they tried to call me the day before to confirm the location, but they did not reach me (they noted that my phone number on file didn't accept messages). I don't know what number they called. I have gone back to my [redacted] reservation, which still states that I have a confirmed reservation at [redacted] building and when I called [redacted] they indicated that they still didn't know why there wasn't a room at the [redacted] building for me.

[redacted]'s response is that they had a confirmed reservation at [redacted] building and that it was BridgeSTreet that didn't honor it. However, my business was with [redacted] and it is them that they should be the ones that are addressing the issues that I have encountered -- however, it appears that Bridgestreet is the one who did the bait and switch through [redacted]. In reading through Trip Advisor comments (since I had this experience) - it appears that this is not a one-time experience. I am not sure this is even legal, given I purchased 4 nights at a given building through a non-refundable reservation, which was not honored at the same location.Desired Settlement: I would like action on the Revdex.com to make Bridgestreet stop doing this to individuals. They need to be transparent that this can happen if this is in fact legal. People should not be showing up to find their pre-paid reservation not honored!