New Yorker Hotel

Review: I made a reservation at the hotel through a third party booking agency. I canceled the reservation two weeks after making the reservation, the Hotel was not notified of the cancellation and charged me $515.00. I called the Hotel because that is the number that my bank gave me to who took money out of my account. I then asked to speak to the manager on duty where I explained the situation to them and they told me that they did not take without funds out of my account and that the third party booking agency did.So I then called the booking agency and they told me that they could not help me, that I had to call the Hotel back because that is the one who took the funds out of my account. So, I was then placed on hold and the Director [redacted] came on the line. He told me that the Hotel had nothing to do with it. He then advised me to call the booking agency again and demand for my money. I called the booking agency back and they told me that it is up to the Hotel to give me my money back which was the sum of $515.00. The booking agency told me that they spoke to the Hotel and they refuse to give me back the money because of a no show policy. I then called the Hotel back and spoke to [redacted] the Director, I asked for the corporation number he gave it to me, I called the number and it was the reservation line. I called back to the Hotel and confronted him,then he decides to give me back 50%. I do not want 50% I want all my money back. I was on the phone with the Hotel and Booking agency for over and hour and was getting the run around from both companies. One company says the other have to give your money back and vice versa. The customer service was HORRIBLE!Desired Settlement: I feel that the business need to refund me back my money in whole and not partial. That was an error on the agency part and not mine

Business

Response:

A non-guest made a reservation using a internet reservation company for an arrival of August **, 2013 to The New Yorker Hotel. The reservation was not cancalled within the hotel system and the guest never arrived. On September *, the non-guest called the hotel to inquire why her credit card was charged. It was explained due to the hotel holding a reservation for her, a 1 night no-show charge was incurred. The guest insisted the reservation was cancelled on-line by herself. The guest was informed to contact the internet reservation company to inquire why the reservation was not cancelled but was informed if cancelled on-line a cancellation email would have been sent out. A request for the cancellation email was made to waive the full charge. The guest could not produce the cancellation e-mail. As a good will gesture, the guest was given a 50% discount and was informed if the email cancellation was found the other 50% would be refunded immediate ly.

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:

If the Hotel feels that giving me 50% was good customer service only because they did not sell me the room, that is wrong because however you look at it the hotel is responsible for the issues that is concerning The New Yorker. Like I stated before this is an issue that should be worked out with Booking.com and not with me.

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

Sincerely,

Business

Response:

The hotel is responsible for all reservations booked for the hotel, however, as the hotel not responsible for cancellations, the hotel has provided sufficent good will to the guest who did not stay at the hotel and cannot provide any documentation showing the room was cancelled.