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Marrakech Hotel New York

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Reviews Marrakech Hotel New York

Marrakech Hotel New York Reviews (11)

Dear [redacted] , Thank you for contacting us regarding your concerns about your in-laws stay at the Marrakech HotelI apologize you feel the hotel did not meet their standardsThe Marrakech Hotel is a historic building dating back to We have a steam heating system that centrally circulates heat throughout the buildingThat be the case, some rooms are warmer then others and we feel we have a mix of rooms to meet everyone's needsI do see on 3/**, the guest was offered a room move to a warmer room which was declined by the guest I would like to help you out, and I just reviewed the reservation and the reservation was made through a 3rd party website online that buys and resells the roomsIt appears this reservation was made through [redacted] .com [redacted] is the company that reviews the hotel and gives us a rating (stars), posts pictures, sets the rate you pay and ultimately is the company that charges the guestUnfortunately, they are the people who charged the credit card for the stay and the hotel does not have any credit card information nor does the hotel know how much you paidAll we receive is the name and dates of the guest stay from [redacted] Unfortunately the hotel can not refund a card that we did not chargeI suggest for any refunds, you contact [redacted] directly or your credit card company as they will be best to help refund any amount they charged you If I can be of any further assistance in your dispute with [redacted] .com, please do not hesitate to contact me at [redacted] Sincerely, [redacted]

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: My health, safety, and peace of mind hangs in the ability to substantiate the hotels claims independently, and each time I have asked a question about who the inspection company was, or when the inspection(s) happened, I couldn't get an answerI have called the office times to speak to management and have been ignoredBecause of this lack of responsibility, communication and third-party proof, I cannot simply accept the managements word of mouth as a means of resolving this situation If my car broke down and I got into an accident, and my car was at a shop days earlier, don't you think the insurance company or I would be asking for more specifics about the work that was done on it? I paid over $CAD to stay at this hotel and I couldn't even get a manager on the phone when I needed him the most! It is absolutely astounding how the can Marrakech gets away with this In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] This is [redacted] I am the one that spent time in that room along with my soon to be year old father one my mother for one day awaiting to be admitted for open heart surgeryYou have seen the pictures (if not I can resend)We were told it would be on the first floor because my mother after the surgery would not be able to use stairsThe room was filthy, cold and with one portable heater which never got past or soI asked for a second oneThey said they were out of them (tells me a lot right there)The room was VERY small and had not been thoroughly cleaned from the previous tenantsThey charged us for a rollaway bed the first day there when they had not even placed it in the room (and my sister wanted to make sure everything was set up)They were aware that my father and I were gone 12-hour days and the last day there (before we complained to them) they had turned the heater off (although previous days they had not and it was in the center of the room)At times the temperature got below and it was degrees outsideThis should not have been rated a 1/or star hotel at minimum it should not have had any ratings-maybe a ONEWhen complaining, they acted as if they didn't careAlso the hairdryer that I would turn on to use the bathroom (yes b/c it was THAT cold) would last secondsThe third time I tried to use it all power in the room went out and was told that I could not have the plug in heater (which is a fire hazard in itself) and the hairdryer at the same timeThere also was no duvet on the bed as they really touched up the photos on websiteWe had a thin (almost transparent) downy and couple of sheetsNothing elseWe had to continuinly ask for blankets We had NO CHOICE but to leaveThey were very uncooperative when we politely complainedThank you for your time

The Marrakech Hotel has investigate this complaintWe had the room inspected by our exterminating company numerous times as a result of the guests persistenceIn each inspection, no bed bug
activity was foundIn addition, the room was rented out to additional guests as soon as this guest checked out and no one else has reported any other incidentsAs the guest stated, they stayed in the hotel for nights with no incidentIt was not until days AFTER they left the hotel that they are saying they seen bitesAs our investigation has found, the bites could not have been from their stay at the hotelNo evidence of any bed bug activity in the room including no live or dead bugs, no eggs, blood stains or other evidenceA visual inspection was negative and no other guests have experienced any other incidents in the 3+ weeks since the guest last stayedOur recommendation is for the guest to look where else they were in the days in between their stay at the hotel and when they noticed the bitesRecent news reports have discovered bed bugs on charter busses, planes, movie/Broadway theaters and retail storesIf they traveled back to Canada by bus or plane, it is possible they received bites while in transitAt this time, the hotel does not find any reason to justify a refund as the hotel has found no cause to justify this being a result of the guests stay at the hotel

The hotel has provided the complainant with multiple items of proof showing the hotel is not the cause of his alleged bed bug bites. We have sent him letters from the extermination company, service logs stating the inspections, proactive human inspections/treatment and canine inspection all from the exterminating company. In addition to for mentioned proof, it has been almost 2 months since that guest stayed, we had numerous inspections and many other guests that stayed in that room and no other complaints or findings. At this point, the guest is not believing the hotel and only wanting a refund in excess of $1000 which is unwarranted. We have done all we can to assist this guest but he continues to slander the hotel's name without merit. At this point, there is no more we can do for this guest. All the proof has been provided.

Dear [redacted],
Thank you for contacting us regarding your concerns about your in-laws stay at the Marrakech Hotel. I apologize you feel the hotel did not meet their standards. The...

Marrakech Hotel is a historic building dating back to 1908. We have a steam heating system that centrally circulates heat throughout the building. That be the case, some rooms are warmer then others and we feel we have a mix of rooms to meet everyone's needs. I do see on 3/**, the guest was offered a room move to a warmer room which was declined by the guest.
I would like to help you out, and I just reviewed the reservation and the reservation was made through a 3rd party website online that buys and resells the rooms. It appears this reservation was made through [redacted].com. [redacted] is the company that reviews the hotel and gives us a rating (2.5 stars), posts pictures, sets the rate you pay and ultimately is the company that charges the guest. Unfortunately, they are the people who charged the credit card for the stay and the hotel does not have any credit card information nor does the hotel know how much you paid. All we receive is the name and dates of the guest stay from [redacted].
Unfortunately the hotel can not refund a card that we did not charge. I suggest for any refunds, you contact [redacted] directly or your credit card company as they will be best to help refund any amount they charged you.
If I can be of any further assistance in your dispute with [redacted].com, please do not hesitate to contact me at [redacted]
Sincerely,
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
This is [redacted]. I am the one that spent time in that room along with my soon to be 81 year old father one my mother for one day awaiting to be admitted for open heart surgery. You have seen the pictures (if not I can resend). We were told it would be on the first floor because my mother after the surgery would not be able to use stairs. The room was filthy, cold and with one portable heater which never got past 65 or so. I asked for a second one. They said they were out of them (tells me a lot right there). The room was VERY small and had not been thoroughly cleaned from the previous tenants. They charged us for a rollaway bed the first day there when they had not even placed it in the room (and my sister wanted to make sure everything was set up). They were aware that my father and I were gone 12-13 hour days and the last day there (before we complained to them) they had turned the heater off (although previous days they had not and it was in the center of the room). At times the temperature got below 50 and it was 5 degrees outside. This should not have been rated a 2 1/2 or 3 star hotel at minimum it should not have had any ratings-maybe a ONE. When complaining, they acted as if they didn't care. Also the hairdryer that I would turn on to use the bathroom (yes b/c it was THAT cold) would last 10 seconds. The third time I tried to use it all power in the room went out and was told that I could not have the plug in heater (which is a fire hazard in itself) and the hairdryer at the same time. There also was no duvet on the bed as they really touched up the photos on website. We had a thin (almost transparent) false downy and couple of sheets. Nothing else. We had to continuinly  ask for blankets.  We had NO CHOICE but to leave. They were very uncooperative when we politely complained. Thank you for your time

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:

My health, safety, and peace of mind hangs in the ability to substantiate the hotels claims independently, and each time I have asked a question about who the inspection company was, or when the inspection(s) happened, I couldn't get an answer. I have called the office 4 times to speak to management and have been ignored. Because of this lack of responsibility, communication and third-party proof, I cannot simply accept the managements word of mouth as a means of resolving this situation. 
If my car broke down and I got into an accident, and my car was at a shop 2 days earlier, don't you think the insurance company or I would be asking for more specifics about the work that was done on it?
I paid over $1000 CAD to stay at this hotel and I couldn't even get a manager on the phone when I needed him the most! It is absolutely astounding how the can Marrakech gets away with this. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: 0My father and mother in law are 79 and 80 years old respectively and when they checked in they were told they had to use a portable heater to warm their room. As u know 20 days ago the temperature was extremely rigid in NY...they could not sleep the few nights they were in that hotel since the temperature was always below 60 degrees. Keep in mind my mother in law came to new York to get an open heart surgery at Mt. Sinai...so when I heard they refused to provide a 2nd heater and additional blankets I was furious and I drove all the way to NY from Virginia because I wanted to help them to check out and find a better hotel. When I expressed my concerns to the hotel manager he replied there is nothing I can do for you ...sorry. So I instructed him to provide a receipt and a refund since they stayed only few days at the hotel but I had paid in advance for 16 days...well he laughed in my face and replied u will not get your money back since u made the reservation. I feel like somebody robbed me at gunpoint ... So my question to you Sir is ...who gave this hotel the 3 stars ratings and how can they be in business with no central heating, elevator and dirty rooms ? Please send somebody to the hotel to verify my statements my in laws stayed in room 14 specifically. One more thing... the electrical system is not up to code u cannot even plug in an hair drier and portable heater at the same time without causing sparks to come out from the outlet. Just a matter of time before a short circuit will cause a fire and burn down the entire building. I did contact already the fire department the mayor office and various government agencies because I believe this hotel should be investigated for their unethical way they run their business and for not complying with the fire/electrical codes I am a disgusted and disappointed customer I will NEVER come back to NY

Please provide contact information of various agencies/entities/associations if you cannot help regarding this issue

I got a partial refund only for the 10 days we didn't stay but we believe that hotel is not worth 140 per night since there is not heat (room temperature during our stay was never above 59 degrees) and the carpet was filthy

We have pictures to document our statementsDesired Settlement: We paid 140 dollars per day (stayed only 5 of the 15 days we made the reservation) so we want a refund for $ 450 dollars

We paid 700 dollars but we believe that room is not worth more than 50 dollars per day so 700 minues 250 is 450 (our refund)

Business

Response:

Dear [redacted],

Thank you for contacting us regarding your concerns about your in-laws stay at the Marrakech Hotel. I apologize you feel the hotel did not meet their standards. The Marrakech Hotel is a historic building dating back to 1908. We have a steam heating system that centrally circulates heat throughout the building. That be the case, some rooms are warmer then others and we feel we have a mix of rooms to meet everyone's needs. I do see on 3/**, the guest was offered a room move to a warmer room which was declined by the guest.

I would like to help you out, and I just reviewed the reservation and the reservation was made through a 3rd party website online that buys and resells the rooms. It appears this reservation was made through [redacted].com. [redacted] is the company that reviews the hotel and gives us a rating (2.5 stars), posts pictures, sets the rate you pay and ultimately is the company that charges the guest. Unfortunately, they are the people who charged the credit card for the stay and the hotel does not have any credit card information nor does the hotel know how much you paid. All we receive is the name and dates of the guest stay from [redacted].

Unfortunately the hotel can not refund a card that we did not charge. I suggest for any refunds, you contact [redacted] directly or your credit card company as they will be best to help refund any amount they charged you.

If I can be of any further assistance in your dispute with [redacted].com, please do not hesitate to contact me at [redacted]

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

This is [redacted]. I am the one that spent time in that room along with my soon to be 81 year old father one my mother for one day awaiting to be admitted for open heart surgery. You have seen the pictures (if not I can resend). We were told it would be on the first floor because my mother after the surgery would not be able to use stairs. The room was filthy, cold and with one portable heater which never got past 65 or so. I asked for a second one. They said they were out of them (tells me a lot right there). The room was VERY small and had not been thoroughly cleaned from the previous tenants. They charged us for a rollaway bed the first day there when they had not even placed it in the room (and my sister wanted to make sure everything was set up). They were aware that my father and I were gone 12-13 hour days and the last day there (before we complained to them) they had turned the heater off (although previous days they had not and it was in the center of the room). At times the temperature got below 50 and it was 5 degrees outside. This should not have been rated a 2 1/2 or 3 star hotel at minimum it should not have had any ratings-maybe a ONE. When complaining, they acted as if they didn't care. Also the hairdryer that I would turn on to use the bathroom (yes b/c it was THAT cold) would last 10 seconds. The third time I tried to use it all power in the room went out and was told that I could not have the plug in heater (which is a fire hazard in itself) and the hairdryer at the same time. There also was no duvet on the bed as they really touched up the photos on website. We had a thin (almost transparent) false downy and couple of sheets. Nothing else. We had to continuinly ask for blankets. We had NO CHOICE but to leave. They were very uncooperative when we politely complained. Thank you for your time

Review: I stayed in the hotel on November [redacted] 2013 for 2 nights

I received a room #** that was not fit for humans

I complained and they refused to switch my room till the next day

this room # ** was over 80 degrees and dry in the room with a steam knocking

I developed an infection in my throat and nose because of thisDesired Settlement: I want a credit for my stay for this mishandling of business

Business

Response:

Thank you for contacting the hotel regarding your concern. The hotel heat is on the city steam system and the heat circulates throughout the building based on the outside temperature which was as low as 38 degrees on the overnight of the [redacted] into the [redacted] of November. The rooms are equipped with an individually controlled air conditioning unit, ceiling fan and 2 windows that do open if the guests do like it cooler in the rooms. In addition, I am showing the guest did move rooms to room 44 as requested.

The hotel has a responsibility to our guests to provide heat to all our guests in the colder season. Unfortunately not all our guests (over 250 per night) are comfortable at the same temperature and for that we work to provide additional resources (Air Conditioners and fans if too hot and additional blankets and supplemental heat if too cold). In addition, unfortunately, the collation between the hotel providing heat to our guests and the guests throat infection can not be linked.

At this point, I do not see the necessary requirements to warrant a refund for this guest stay. The guest was provided a room that countless number of guest stay in annually with no similar issues, was provided heat on a night where temperatures fell into the 30's and was given a room move upon his request.

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:

dear sir,

the tempature in the room was over 90 degrees with a steam that was knocking like have construction being done in the room

we had the air conditioner and fan on and still the heat and temperature was unbearable

I had requested to the counter to change rooms and their response was oh you are in room ** everyone complains about this room and they said they had no availability to change rooms till the next day

so therefore I did not stay the night at this hotel because it was unbearable even with the air conditioner and ceiling fans maybe I should have also bought air plugs for the constant steam banging noise

it is not normal to be in a room with banging as well as air conditioner and high heat at the same time I was sick after just a short time in the room before leaving it

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

Sincerely,

Business

Response:

I spoke with the guest today and the credit card company who confirmed the dispute from the guest was cancelled. The hotel will be refunding 1 night at the total amount of $250.33 to the guest credit card.

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:

I was promised a credit from the hotel

please check back with me next week

so far I have not received the credit

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

Sincerely,

Review: My spouse and I were guests at the Marrakech between the dates of Oct. [redacted] - [redacted] in room 508. Approximately 2 days after my stay (wed. oct. [redacted]) I noticed a breakout of approx. 50 bites all over mine (40 or so) and my spouses body (10). I had gone into the doctors and I was immediately told it was beg bug bites, and asked if I had travelled anywhere recently. I told them yes.

We have never had issues with bed bugs in our current apartment, and we haven't stayed anywhere else since arriving back home or while in New York. This came from their hotel, and the doctors opinion confirmed that. I called the hotel to file a complaint with the Manager and after waiting a week I follow up and find out an inspection took place at some undisclosed time. He has to date not been able to provide a copy of the report, the name of the inspection company, or the date it took place.

Because of the discomfort, we had to take time off work. I've had to take medication due to the size of them. I'm going to have to hire a bed bug professional to inspect my apartment to make sure it hasn't been infested because of this. I'm having to throw away any luggage that the bugs may have travelled on. Some of my bites have been the size of quarters, there's one my spouses cheek, and all along the side of our bodies that we were sleeping on.Desired Settlement: Full refund in the amount of $1,086.36 CAD.

Business

Response:

The Marrakech Hotel has investigate this complaint. We had the room inspected by our exterminating company numerous times as a result of the guests persistence. In each inspection, no bed bug activity was found. In addition, the room was rented out to additional guests as soon as this guest checked out and no one else has reported any other incidents. As the guest stated, they stayed in the hotel for 3 nights with no incident. It was not until 2 days AFTER they left the hotel that they are saying they seen bites. As our investigation has found, the bites could not have been from their stay at the hotel. No evidence of any bed bug activity in the room including no live or dead bugs, no eggs, blood stains or other evidence. A visual inspection was negative and no other guests have experienced any other incidents in the 3+ weeks since the guest last stayed. Our recommendation is for the guest to look where else they were in the 2 days in between their stay at the hotel and when they noticed the bites. Recent news reports have discovered bed bugs on charter busses, planes, movie/Broadway theaters and retail stores. If they traveled back to Canada by bus or plane, it is possible they received bites while in transit. At this time, the hotel does not find any reason to justify a refund as the hotel has found no cause to justify this being a result of the guests stay at the hotel.

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:

My health, safety, and peace of mind hangs in the ability to substantiate the hotels claims independently, and each time I have asked a question about who the inspection company was, or when the inspection(s) happened, I couldn't get an answer. I have called the office 4 times to speak to management and have been ignored. Because of this lack of responsibility, communication and third-party proof, I cannot simply accept the managements word of mouth as a means of resolving this situation. If my car broke down and I got into an accident, and my car was at a shop 2 days earlier, don't you think the insurance company or I would be asking for more specifics about the work that was done on it?I paid over $1000 CAD to stay at this hotel and I couldn't even get a manager on the phone when I needed him the most! It is absolutely astounding how the can Marrakech gets away with this.

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

Sincerely,

Business

Response:

The hotel has provided the complainant with multiple items of proof showing the hotel is not the cause of his alleged bed bug bites. We have sent him letters from the extermination company, service logs stating the inspections, proactive human inspections/treatment and canine inspection all from the exterminating company. In addition to for mentioned proof, it has been almost 2 months since that guest stayed, we had numerous inspections and many other guests that stayed in that room and no other complaints or findings. At this point, the guest is not believing the hotel and only wanting a refund in excess of $1000 which is unwarranted. We have done all we can to assist this guest but he continues to slander the hotel's name without merit. At this point, there is no more we can do for this guest. All the proof has been provided.

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 two documents that I’ve received from the hotel and attached here does not work for me as positive proof that there’s no bed bugs. I have a right to inquire about the accuracy of these findings without these accusations of slander. I’m just trying to talk to somebody who can tell me more about the inspections that were conducted, but clearly I’m dealing with a business whose more interested in protecting themselves legally then satisfying their customers health concerns. When the log sheet was sent to me, I called the hotel again to discuss these documents, but once again management won't answer my calls to talk, instead hiding behind emails.Do I believe that “proactive” and “preventative” treatments were conducted as a result of there being no bed bugs found in our room? No, I don’t. Did they provide any information about the mattress we slept on, where I believe we were bitten? No, I have no information from the hotel or Abalon regarding that. Can I get anyone from Abalon to confirm the accuracy of the log sheet or the inspections performed? No, they won’t talk to me, even though the letters are addressed to "whom it may concern". So contrary to the hotels claim that “there’s no more they can do”, there’s a lot more they can do, and little transparency or accountability has been provided. It took the hotel over a month to provide me proof of inspection. During that time I spent money on prescription medication to treat our bites, I threw out our luggage, I spent a considerable amount of time emailing and calling the hotel trying to get a copy of the reports. I spent hours researching and worrying about where these bites were coming from. I don’t believe that these “preventative” treatments were as a result of my persistence. Treatments can only ever be reactive. The bites we had were all along the sides of our bodies - congruent with being in the sleeping position, and there was even one on my wife’s cheek. Do you know how hard it is for a bed bug to bite someone on their cheek when they're on a plane, or at a broadway show, or on the subway? (as the hotel has postulated) The Marrakech’s process for informing its customers about their health matters is so broken it’s unbelievable. Don’t want complaints? Then do the right thing and pick up the phone and talk your customers, or give us permission to contact Abalon. Telling me that no other guests have been bitten since our stay could mean any number of things – it could mean that the “preventative” treatments worked, or that the hotel really wants us to believe them. Great. It didn’t stop us from being bitten and going through what we went through. Provide more than just letterhead and scribbled down log sheets as indisputable proof. What about a bed bug free certificate? Provide something that won’t result in more questions, because when customers are treated like pests by only reacting when a there’s a problem, we won’t go away easily.My wife and I have suffered enough through the simple act of trying to obtain clear and timely information about our health and well-being as a result of staying at the Marrakech. A full refund of $1086 is absolutely warranted. It’s the cost of our stay for 3 nights, not including medications, damaged luggage and the emotional toll of 2 people having to sustain this personal injury.

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

Sincerely,

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Description: HOTELS

Address: 2688 Broadway, New York, New York, United States, 10025

Web:

www.marakechhotelnyc.com

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