Empire Hotel

Review: I stayed at the Empire Hotel on night of Aug-** and was charged $60 for valet parking - my bluetooth headset (worth $80) was missing when the Valet returned the car on Aug-** morning, a complaint was filed with security on Aug-**. I haven't received a satisfactory explanation or settlement of the open issueDesired Settlement: Replacement of the bluetooth headset or issue check of value (samsung Hm7000 - $80 value)

Consumer

Response:

At this time, I have not been contacted by Empire Hotel regarding complaint ID [redacted].

Sincerely,

Review: Hello,

I am writing this email in regards to my recent stay at the Empire Hotel in Manhattan New York. During my check in on the [redacted], I confirmed with the front line desk staff if I would be able to get in with my guest and some friends to the rooftop lounge during the evening time. The staff directed and said because you are staying at the hotel it would be absolutely no problem, there is no limit to the amount of guests you would like to bring, you would not have to wait in line and there would be no charge. The main reason I booked my stay at the Empire Hotel is because I had an evening night out planned at your rooftop lounge. Upon my arrival at the rooftop my friends and I were denied entry. In order for my friends and I to get in we would have to buy a bottle service. This was absolutely ridiculous and out of line. I presented my hotel key to the staff and the gentleman told me there is a limit of three ladies and that's it. I went back to the front desk to inquire on this, as I confirmed earlier during check-in it would be no problem. It was a different staff working at this time in the evening and they told me they have nothing to do with the lounge and it separate from the hotel. I don't understand what the discrepancy was in the daytime and evening time staff. Also as a dissatisfied customer the rooftop was also closed off that evening. Being a guest at the hotel and being denied entry to the hotels own rooftop lounge is absolutely unacceptable. The service upon inquiring on my concern was absolutely on unacceptable not to mention the staff was very rude to me. I am highly dissatisfied with how I was treated and no guest that is staying at the Empire Hotel should be denied entry. I will never recommend anyone to stay at the Empire Hotel after the service I received. The hotel needs to work on their staff and value their customers. This hotel also needs protocols and policies that they relay to their customers when asking a Specific question. New York was a trip ( given I live out of state) for a celebration, prior to booking the room, I inquired on my entry and based off of the information I received , I booked the hotel.Desired Settlement: My desired outcome would be complimentary service, partial refund or some form of apologetic gesture.

Business

Response:

Good Afternoon [redacted],

We are in receipt of your Revdex.com complaint.

Please accept our sincere apology for the manner in which you were treated by the security team working on the night of 04.**.14. We do have a very close partnership with China Grill Management, who is the organization that manages both The Rooftop Bar as well as Ed’s Chowder House, located on the 2nd floor of The Empire Hotel. I will be sharing your experience with their [redacted]. We ultimately do not manage The Rooftop Bar, but do understand an experience in The Rooftop can be a direct reflection of an overall hotel experience.

The front desk staff were 100% accurate when they informed you that hotel guests are given priority if and when they have a desire to visit The Rooftop bar. Our policy is hotel guests are invited to a maximum of 4 adults, as this is the maximum number of guests permitted to stay in our rooms. My question to you is, how many guests did you arrive to The Rooftop bar with? We endeavor to take great care of all guests and the only criteria that would not permit you access would be due to the excessive number of friends, you were with. When large groups arrive to The Rooftop Bar without a reservation, bottle service is commonly solicited to ensure there is a minimum purchase for all patrons in the party. Provided the maximum number of adults is not exceeded, this should not be something they mandate.

In light of an experience that fell far below you expectations, please let me know when you plan on returning to Manhattan. I will arrange a discounted room for you and work with The Rooftop Bar, [redacted], to take great care of you. I am confident that your next stay with us will erase the “sour” memories you have of The Empire Hotel.

Thank you for your feedback and I wish you all the best.