Metro Apartments

I do not work for Metro Apartments, and they are no longer in businessMetro Apartments closed down in April I understand the complainants concern however, my company [redacted] is a new owner of the building in question which is located at [redacted] The building does not operate as a hotel we are a residential ONLY buildingWe have NO affiliation with Metro Apartments or MrGlenn M [redacted] , and as such are not responsible for the monies owed to the complainantIt would be greatly appreciated if my name were taken off of this complaint as I have stated previously I do not work for Metro Apartments

The business reply is inconsistent with my correspondence with them, where they promised they would contact MrM***, confirm the credit and ask him to forward the original booking with the charge The implication of this correspondence was that they would honor the credit owed to me I would note also, that while there appear to have been ownership changes, the name of the properties is essentially the same, and while standard booking is for longer duration, the property operates in essentially the same manner (in fact there even appears to be some question about the minimum length of stay, as when you look at the comments on tripadvisor and hoteling.com, people quite recently appear to have stayed for fairly short durations)

The file is being reviewed

Revdex.com:
At this time, I have not been contacted by Metro Apartments regarding complaint ID ***
Sincerely,
*** ***

I do not work for Metro Apartments, and they are no longer in business. Metro Apartments closed down in April 2015. I understand the complainants concern however, my company [redacted] is a new owner of the building in question which is located at [redacted]. The building does...

not operate as a hotel we are a residential ONLY building. We have NO affiliation with Metro Apartments or Mr. Glenn M[redacted] , and as such are not responsible for the monies owed to the complainant. It would be greatly appreciated if my name were taken off of this complaint as I have stated previously I do not work for Metro Apartments.

The business reply is inconsistent with my correspondence with them, where they promised they would contact Mr. M[redacted], confirm the credit and ask him to forward the original booking with the charge.  The implication of this correspondence was that they would honor the credit owed to me.  I would note also, that while there appear to have been ownership changes, the name of the properties is essentially the same, and while standard booking is for longer duration, the property operates in essentially the same manner (in fact there even appears to be some question about the minimum length of stay, as when you look at the comments on tripadvisor and hoteling.com, people quite recently appear to have stayed for fairly short durations).

To Whom It May Concern:
 
Guest [redacted] booked a room through [redacted].com and then cancelled through [redacted],com (Not us, but a third party selected by the guest).  The guest then...

cancelled the [redacted] through the company in which they booked through, and then tried to re-book when we had sold out and there was no longer availability.  The guest made a choice to communicate with a third party, and then unfortunately took his frustrations out on the property that had nothing do do with the situation and was simply following instructions from his communication with [redacted] (See his correspondence with [redacted].com below).  Also, the guest was not charged a no show fee based on our records.  If he was please let him submit proof so we can investigate and correct.  Our records indicate no charges were made.
 
Sincerely,
 
 [redacted]
 
Dear [redacted],Thank you for working with [redacted].We are contacting you regarding reservation [redacted], [redacted], 2014-**-02 - 2014-**-09.Due to cannot change dates, the guest cancelled her reservation by mistake.The guest is aware that there is a charge associated with this change, but we request that you allow a free cancellation in this case.Please note that [redacted].com will not charge commission if you decide to waive the cancellation fees.Please inform us of your decision at your earliest convenience. Thank you in advance for your understanding and cooperation.Kind regards,
 
[redacted]

I do not work for Metro Apartments, and they are no longer in business. Metro Apartments closed down in April 2015. I understand the complainants concern however, my company [redacted]...

is a new owner of the building in question which is located at [redacted]. The building does not operate as a hotel we are a residential ONLY building. We have NO affiliation with Metro Apartments or Mr. Glenn M[redacted] , and as such are not responsible for the monies owed to the complainant. It would be greatly appreciated if my name were taken off of this complaint as I have stated previously I do not work for Metro Apartments.

Review: The above mentioned business has an inconsistent (hence non professional) pattern of responding to emails. Contact information is not listed on their website rather it is acquired through correspondence through the online [redacted] agency, the hotel takes initiatives on behalf of the customer (reinstated a cancelled reservation without my request: hence making me liable to make a payment for no show) and has me going to and fro between itself and the [redacted] agency (which I will report as well to the concerned authority)When this issue started, and having discovered that I have been misguided by a thumbs up by the [redacted] agency, I searched for information and to my dismay found that the concerned business has been complained against previously.[redacted]Desired Settlement: This business requires professional standards and customer rights training. Also a professional email address and supervision that it is consistently responding to emails. Its stars must not only depend on quality of facility, but on sales process and after sales (in case of cancellation) relations.

Business

Response:

To Whom It May Concern:

Guest [redacted] booked a room through [redacted].com and then cancelled through [redacted],com (Not us, but a third party selected by the guest). The guest then cancelled the [redacted] through the company in which they booked through, and then tried to re-book when we had sold out and there was no longer availability. The guest made a choice to communicate with a third party, and then unfortunately took his frustrations out on the property that had nothing do do with the situation and was simply following instructions from his communication with [redacted] (See his correspondence with [redacted].com below). Also, the guest was not charged a no show fee based on our records. If he was please let him submit proof so we can investigate and correct. Our records indicate no charges were made.

Sincerely,

[redacted]

Dear [redacted],

Thank you for working with [redacted].

We are contacting you regarding reservation [redacted], 2014-**-02 - 2014-**-09.

Due to cannot change dates, the guest cancelled her reservation by mistake.

The guest is aware that there is a charge associated with this change, but we request that you allow a free cancellation in this case.

Please note that [redacted].com will not charge commission if you decide to waive the cancellation fees.

Please inform us of your decision at your earliest convenience. Thank you in advance for your understanding and cooperation.

Kind regards,

Review: I booked at hotel through [redacted]'s "Unpublished Rate" website for a stay at Metro Apartments (July [redacted]). The hotel was listed as 3-star. However, for a three-star hotel, the rooms were dirty and very worn. The linens and towels looked very worn, indicating that they rarely use brand new towels in the hotel. The toilet itself was broken and cracked. The sink also was dated. I was told by the front desk that the other hotel rooms were the exact same in quality. In addition, there was little comfort and personalized service. Each time I left the hotel (even if it was to go across the street to the grocery store), the check-in person treated me as though I was “sneaking into the hotel” and that my visit was not legitimate. Clearly, some of this could be due to the fact that it is in a busy area and New York is known for crime. However the hotel itself was not busy and there would only be about three different people at the front desk during my stay, so I feel that they should have at least remembered me during the three days. I was just a nameless, faceless person who “didn't belong” and needed to be interrogated upon entering the building. Also, the full-service part of 3-star hotels was non-existent. There was no housekeeping service while staying in the hotel. I assume that housekeeping comes after you have already checked out. The lobby itself is an open area, but it is not inviting or relaxed. Case in point: my friend who lives in NY came to the hotel to pick me up to go out one night. He was able to enter the building and he say on the lobby couch. By his account (and I feel he is a trustworthy person who had nothing to gain by lying), he told me that the clerk harassed him and even said that if he did not stay in the hotel, he could not wait inside. This does not sound inviting or relaxing of an experience. There was no dining, room service, business center, fitness center or any other amenities. The room was a studio so there was nothing but a TV, kitchenette and bed in the room. I am not sure if the rooms were “family-style” since that term is rather vague, but I can say that it was not a “family-size” room.

In an effort to get at least a partial refund for my stay, I contacted [redacted] on July * with a letter to [redacted], Customer Operations). I have a copy of that letter if necessary. I called several times for an update but on September *, I called and received information that [redacted] representatives called and spoke to "[redacted]" at Metro Apartments and he said that he would not honor any kind of refund. The [redacted] representative encouraged me to call them directly to see if I can change their mind (apparently, [redacted] can only refund my purchase if Metro Apartments agrees to refund).

I called Metro Apartments shortly after talking with [redacted]. When I called, I asked to speak to the [redacted] (**). The first person I spoke to regarding a past-stay hotel complaint was [redacted], who said she was the ** and that she could help in addressing my complaints. I told her why I was calling, and what [redacted] said from their investigation. [redacted] said that there was no "[redacted]" who worked there, and she said that unfortunately, she had a lot of people to check in at the moment, and could not help. However, she said she was going to transfer me to [redacted], who could help. I explained the same issues that I had with the hotel to [redacted], and he too echoed that there was no person named "[redacted]" who worked there. [redacted] also said there was no way to give me a refund (without an explanation for why it could not be done). He also asked that there was no record of a complaint to the front desk, which I vehemently denied. He then said that the front desk would have (not should have) upgraded the room because they were at 60% occupancy. I tried to reason to tell him that, while that may have helped, it was not what happened at all when I went to complain. He then said that the hotel has an inexpensive cost but many amenities such as free wifi. What this comment had to do with my complaint was lost on me. In an effort to get information to take back to [redacted], I asked for [redacted]'s last name. As a [redacted], he felt that it would unprofessional to give me his last name. He knew my last name, though, and he knew why I was asking, so this gave me much pause about the kind of establishment this place is. Also, given the fact that [redacted] representatives spoke to someone who would only give their first name ("[redacted]"), I wanted something more substantial to give to [redacted] for a follow up investigation. Then, almost immediately after his reply for why he would not give me his last name, he said he had to take another call and "he didn't want to be rude". Of course, that is rude given that we had much more to discuss. Lastly, in an effort to "do something", he said he could offer a discount on any future stay at the hotel with an upgrade. After the experience of staying in the hotel AND now speaking to two [redacted]s (which, I am little skeptical of), I would not want to stay at this hotel at all.Desired Settlement: A complete refund of the total amount spent for this hotel stay. As I mentioned in my [redacted] lelter, I feel that had the hotel been appropriately marked as a 2 (or below) hotel, I never would have booked it. What impressed me was the star rating and the proximity to [redacted]. Also, the fact that it was under $200 a night was a factor, although there were other 3-star hotels that were under that price point that I could have chosen.

Consumer

Response:

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

Sincerely,

Business

Response:

The file is being reviewed.

Review: Dear Revdex.com,

I am filing this complaint after having made several repeated attempts to be properly reimbursed $706.24 by Metro Apartments on [redacted].

Last year on the [redacted] of April I booked an apartment for three nights, April [redacted]. Due to the cancellation of my trip to New York, I called to cancel the booking several days before the reservation dates (well before any 24 hour cancellation policy, and in fact, I called two days in advance, on the [redacted]). I had to call several times over the course before Mr. Glenn M[redacted], the manager of the hotel, answered the phone (his job title per his email was General Manager, US Suite Management). He told me that he still had to proceed with charging my credit card $706.24 ($235.41 per night) but assured me that I would have credit at his hotel for 3 nights (I have confirmation by email of this promise).

Then this year, I tried to use my credit and was told , by his successor Diana P[redacted] the hotel had changed ownership (her job title was Building Manager, [redacted]), even though the name of the property title, Metro Apartments, remained the same. As such, she said they would no longer honor my credit (although, she initially said that she would contact Mr. M[redacted] to confirm my credit, she claimed she was not able do so. Nor did she accept the email correspondence with Mr. M[redacted] that I had forwarded directly to her). Since $706 is a large amount of money, I am requesting help in getting my money back or at least getting credit the 3 nights that the hotel is now refusing to honor.

I would be grateful for your assistance.

[redacted]Desired Settlement: I would like a refund or credit as was promised to me.

I am prepared to forward my correspondence with the business to confirm their promise to me.

Business

Response:

I do not work for Metro Apartments, and they are no longer in business. Metro Apartments closed down in April 2015. I understand the complainants concern however, my company [redacted] is a new owner of the building in question which is located at [redacted]. The building does not operate as a hotel we are a residential ONLY building. We have NO affiliation with Metro Apartments or Mr. Glenn M[redacted] , and as such are not responsible for the monies owed to the complainant. It would be greatly appreciated if my name were taken off of this complaint as I have stated previously I do not work for Metro Apartments.

Consumer

Response:

The business reply is inconsistent with my correspondence with them, where they promised they would contact Mr. M[redacted], confirm the credit and ask him to forward the original booking with the charge. The implication of this correspondence was that they would honor the credit owed to me. I would note also, that while there appear to have been ownership changes, the name of the properties is essentially the same, and while standard booking is for longer duration, the property operates in essentially the same manner (in fact there even appears to be some question about the minimum length of stay, as when you look at the comments on tripadvisor and hoteling.com, people quite recently appear to have stayed for fairly short durations).