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Executive Inn at Woodbury

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Executive Inn at Woodbury Reviews (1)

Review: The hotel is listed in [redacted] as a pet-friendly hotel; therefore, I booked the room for two nights. I arrived late in the evening, signed in, and then went to my room with my pet. The next day, I received a call from the front desk stating that I had violated their no-pet policy and would be charged an outrageous fee of $300, which is three times the rate for the room! I explained that I booked the room through [redacted], which lists the hotel as a pet-friendly hotel. I explained this was not my fault and that I should not be charged the fee because [redacted] lists them as pet-friendly. The clerk said it didn't matter. I signed the registration form that says it has a no-pet policy and charges a pet fee. I explained that I had checked in at 10pm after a 8-hour drive from Pennsylvania and did not see this fine print statement. I reminded them that they are listed as pet-friendly in [redacted] and that is why I booked the room. She didn't care. All she kept saying was that I signed the registration form and would be charged $300. I wanted to talk to the [redacted], but the [redacted] refused to talk to me and told the clerk to tell me that I would be charged the fee. I again explained that this is not my fault, that I booked through [redacted] which lists them as pet-friendly. All the clerk would say was that I signed the registration form and will be charged the outrageous pet fee.

I tried to explain that this is false advertising and that the customer is unfairly victimized, that this is a form of extortion. Travelers book a room a week or more in advance through [redacted], expecting to receive the service as advertised on [redacted]. Then, they arrive at the hotel and find that the hotel does not provide the service as advertised. Then, the customer is trapped: by this time, the other pet-friendly hotel (there is only one other in the area) is all booked up. So, the customer is forced to pay the $300 fee because there are no other accommodations in the area. This is false advertising and extortion. Again, the clerk just stared at me and said, "You signed the registration form."

The hotel has charged me this outrageous fee of $300, and I would like to get my money back.Desired Settlement: I want my money refunded.

Business

Response:

Your reservation was made through [redacted] on August *, 2014 for arrival on August *, 2014. On [redacted] website it does state that we do not accept pets but only service dog allowed. [redacted] is a third party website in which we have a partnership with, please feel free to contact [redacted] to also verify. We also have taken additional measure by including this policy on our registration card and post a sign at the front desk as the agent had informed you. The hotel stays true to the policy as we have to maintain our guest rooms as hypo-allergenic as possible. We are sorry to hear that you had not read the fine print, however had we known upon check-in that you had a pet we would have assist you and finding accommodations nearby that could accommodate you and your pet or perhaps offer other options.

Once again I will speak with my superiors and if any refund will be issued I will contact you.

Consumer

Response:

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:

The response from the business is not correct nor is it accurate. When I booked the room on August *, [redacted] listed the hotel as pet friendly. Even today, Aug **, 2014, the hotel still comes up as pet friendly. My search string:

1. In [redacted], I searched for "pet friendly hotels Long Island NY."

2. A link for pet-friendly hotels in [redacted] comes up.

3. I clicked the link and a list of hotels in [redacted]'s pet-friendly list of hotels comes up.

4. [redacted] at [redacted] is listed.

5. I clicked the link for [redacted] at [redacted] and the hotel information and room offerings comes up.

6. The page does not state the hotel is not pet friendly, and it does not mention an outrageous fee of over $300.

These are the steps I followed Aug *, and these are the steps I just followed today, Aug **. The same result comes up. The hotel is included in [redacted]'s list of pet-friendly hotels and there is no statement about its no-pet policy nor any information about its fee. Please see attached files documenting my search results.

As such, I reject the business's response and I want the fee reimbursed in full.

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

Sincerely,

Business

Response:

Firstly, we apologize for your frustration. When you checked in you did sign a registration form (attached) that clearly states our pet policy and applicable fee when the policy is violated. We, as a gesture of good faith, did refund half of the fee in the amount of $190.09 and feel that that is more than fair considering the extensive cleaning we have to do to the carpeting and room in order to protect the health of the next occupant.

In regards to [redacted], we are not trying to use them as an excuse. Rather to address your advertising concerns and the fact is that [redacted] clearly states that we only except service dogs.

Again, we apologize if you feel "victimized" or "unfairly targeted" , but we as a bushiness have to make ensure that clean standard are meet to the industry and guest expectations.

Consumer

Response:

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:

The business is not understanding the core issue here: there is a distinction between (1) booking directly through [redacted] and (2) first conducting a [redacted] search for pet-friendly hotels. I conducted a [redacted] search for pet friendly hotels on Long Island, which still, to this day, results in the [redacted] listing of the hotel as pet-friendly. The hotel is responsible for all avenues of its marketing and advertising. To this day, it is still possible, as it happened to me, to book a room online being fully assured that the hotel is pet friendly. The hotel must take responsibility for that fact. If a customer goes directly through [redacted], the hotel is not listed as pet friendly. But, if a customer first does a [redacted] search for pet-friendly hotels on Long Island, as I did, the hotel is in fact included in a list of pet-friendly hotels in [redacted]. It is the hotel's responsibility to correct that marketing issue, and the customer should never be unreasonably penalized for following a legitimate online search and booking process. Moreover, the fee is unreasonable. It does not take $300 to clean a room after a pet has visited. The hotel did not spend $300 to clean the room after we left. This fee is inordinately punitive and unjust. I am still requesting a full refund of this unreasonable fee.

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

Sincerely,

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Description: MOTELS

Address: 8030 Jericho Turnpike, Woodbury, New York, United States, 11797

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