New York's Hotel Pennsylvania

Review: On August [redacted]-prior to check in, I took my luggage downstairs to the bellsmen to hold my luggage until check in at 3pm. I received my luggage and it was not damaged. On August [redacted], I took my luggage downstairs to bellsmen for it to be held until it was time for my flight. My luggage was not damaged. My father went to pick up my luggage around 230pm. The handle was damaged. The handle will not lift up. My father stated the bellsmen said, "he didnt know what happened but it couldn't lift the handle". I went to the front desk and ask to speak with a [redacted] and she said it was nothing that could be done and they do not handle damaged luggage and I'm responsible for my luggage while its in the bellsmen possession. She said it was on back of ticket. I asked to see the ticket...I wanted to take a picture and guest services refused for me take a picture. I asked for corporate's number and she gave me the hotel number. I called the number and spoke with the"[redacted]" that I spoke with who stated it nothig that could be done and we were not getting anywhere in the conversation and she couldnt help me. also, she stated spoke with bellsmen and he didnt know what I was talking about. The back of the ticket stated that they are responsible for limited damage. Also, I was not informed by guest

services on 8/* or 8/* that I was responsible for any damages to my luggage while in the possession of the hotel. I went downstairs and asked the bellsmen what happened to my luggage and he said he didn't know and that I brought my luggage down their damaged. Also, he stated people like me just want free luggage. He was cursing at me as well. I went bellsmen desk to ask for a damage claim form that the bellsmen told me to complete. They said the form didnt exist and to contact the [redacted] on Monday morning. I was very upset because know one tried to show any sympathy or attempted to resolve the issue. I would like for my luggage to be replaced, repaired, or discount off on my stay at the hotel at the cost of my luggage w/inconvenience taken into effect. Also, as a customer I please address your workers...I shouldn't not have been curse at or told it was nothing that could be done.Desired Settlement: I would like for my luggage to be replaced, repaired, or discount off on my stay at the hotel at the cost of my luggage w/inconvenience taken into effect. Also, as a customer, please address your workers...I shouldn't not have been curse at or told it was nothing that could be done.

Consumer

Response:

At this time, I have not been contacted by New York's Hotel Pennsylvania regarding complaint ID [redacted].

Sincerely,

Review: We stayed at the hotel for two nights in April. Our room was filthy. The bathrooms had no towels and we were afraid to take our shoes off in the hotel room.

When I got home, I wrote to the hotel and explained my lack of satisfaction.. I received a letter from [redacted], the [redacted] of the front office who very nicely apologized for the problem and stated he would refund both nights of the stay.. I have the letter!

This has been over a month, and I have still not received a refund to my credit card. I have called [redacted] 4-5 times each week leaving messages and asking for a call back and I have not received a call back from him. He has not honored his refund to me and wont call me back!Desired Settlement: He offered me a refund and has yet to fulfill that offer!

Review: I purchased a room for two night on 2/** to 2/**/2016. The rood was deteriorating, the hot water did not get hot for 30 min, the ceailing in the bathroom was leaking water and peeling and appeared to be doing this for sometime. The toilet seat cover was also deteriorating from water damage very badly. Also the curtains were stained and walls and baseboards were also pealing paint and appeared to be filthy. When brought to the attention of management the swore it would be fixed however never was during my stay. I requested for them to refund me for at least one night do to the conditions however the only gave me a $25 credit which is unacceptable. The stay was horrible and not what was advertised in the photos on the website.Desired Settlement: I would be pleased with one night reimbursed if not more.

Business

Response:

Dear [redacted], Our apologies for the inconveniences. We will adjust add'l. $70.20 for 1 night stay. $95.20 -$25 = $70.20

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,

Review: I was bitten by bed bugs and suffered over 30 bug bites on my legs and buttocks. I reported this to the hotel manager, Ms. Amelia S[redacted], and its security manager, Mr. William L**. I was moved to another room. I did file a report, but the hotel personnel refused to indicate the nature of my report in the filing. I asked for an insurance form to file a claim, but the hotel has not provided me with any information to proceed with filing a personal injury claim for my pain and suffering and damages. On August *,2014, a Brazilian couple experienced a very similar situation involving bed bugs with this same hotel. yet the Revdex.com continues to rate this hotel A+, even though it has failed to address this health problem and has not provided the customer service and relief that is appropriate for these cases.Desired Settlement: full refund and the forms and contact information for filing a personal injury claim for my hardship and suffering.

Review: I made a reservation with them through the website, but after I had a problem and called them asking if I was going to have my money back they told I was, after a week I called them again and after many calls they told me the reservation was non refundable, and when I tried to change the date they told me it was also non changeable, which On the email I got, it only says it is non refundable and black out dates apply, but it does not say anything about the dates not being able to change.Desired Settlement: I want after all the misunderstandings that we had, be able to enjoy my stay in the hotel but in another date, I dont want to lose my money and also the opportunity to know NY.

Business

Response:

All our E-Commerce web site reservations are.Non-refundable, non-cancellable, and no modifications

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 called you guys ansking if I cancel my resevation you would give my money back, you guys said I would definally have it, after I cancel and also had to change all my plans involving the trip to NY (including a flight from Brazil) because of a emergency, I notice that I had not gotten my money back, than I called many times to fix that and with no sucess, so I the end I end up with no money and no trip to anywhere because of you guys. I wasnt awere of the non changeble, I do was awere of non refundble, but when I called you guys told me I was fine and would have the money back, so I just trusted you!!! So now all I am asking is to get me another date somethime in may so I can go not wast the money or you guys give me my money and and I will just go and do the bussiness with someone else.

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

Sincerely,

Business

Response:

As previously stated this reservation for [redacted] 4/**-/4/** was booked through a 3rd party website. The contractual agreement between the guest and the agent [redacted] states it is non refundable and non cancellable. The Pennsylvania Hotel would not agree to canceling a reservation of this kind without at the very least consulting [redacted]. Usually the only action that would allow to cancel is the proof of an immediate death in the family or an Act of God. We apologize but we stand firm with our decision which is legal and binding by the contract agreement. I have attached a screen shot of our reservation that shows in the upper right hand corner the booking agent.

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:

[Your Answer Here]

I belive it was your responsability to let me know when I called your hotel to cancel the reservation that I had booket from a third party witch I did not remember, because If I did I know I could have cancel within 20 days witch was the time period I did the booking and cancelation. And it was a Act of God for that matters, first was your employee mistake saying that I would have my money back at the first time I called(witch made me cancel my flight to USA believing I would have my money back and could reechedulle for another time) second I had a problem and because of money I could not go (witch lead me to cancel everything I had plan for that trip), for trird you guys told me I would not receice my money back after I cancel the entired thing and its not like I live in america where things "should" be easier to do, I live in Brazil where a dollar its worth 4 time more than my money. And to believe in a act of God it would need faith and we cant prove, but I can declare that it was!!! So I apologize but I still firm with my answer that it was your mistake and I want my money back or a reechedule of booking to some time in october so I can programe a real trip this time!

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

Sincerely,

Review: I made arrangements to spend a few days in Manhattan NY. I made a Booking on [redacted] for this hotel. The dates were to be July [redacted] and leave July **. We picked Hotel Penn. We were billed $607.53 on 7-*-15. After booking we noticed many complaints on the internet. we were a little afraid of staying there. I called the hotel and inquired on the issues I saw about bed bugs. They immediately transferred me to a special desk that handled [redacted] reservations only. Everyone I spoke to was not very customer service oriented. I called [redacted] only to be told the $607.53 was not refundable. We decided to give the hotel a chance and checked in on 7-**-15. Upon arrival I was told the double bed room I booked was not on the reservation. There were three of us so we upgraded to a double bed room and were billed another $86.07. We were told we checked in with the hotel manager or supervisor. We checked in and went up to the room. When we got there we were not happy. It was dirty and not old. Rugs smelled. The bathroom was dingy. My 12 year old niece was afraid to stay there. So we took our stuff and went back to the check in counter. We waited another 30 mins and told the front desk personnel that we were not going to stay. Two girls spoke to us. They went in the back and spoke to a manager. They said they would not bill the $86.07 would not be charged but that we would have to take up getting a refund with [redacted]. we were clearly not going to get any satisfaction with them so we told them fine but I wanted assurance the $86.07 would not be billed. They said it would not be. We then stayed at the [redacted] Times Square and paid $1223.41 for the 3 day stay. When I got back I saw that both the $607.53 and $86.07 charges were still on my visa bill. I sent a formal complaint to my bank and called [redacted]. [redacted] asked me for my bill. I did not have one because we did not stay at the hotel. I sent them my Credit Card statement showing the charges. As of this writing I have not received any responses from the Hotel or [redacted]. Even if the $600.53 was non refundable I should still get credit for the $86.07. I have been wronged by this hotel and it's no telling how many other people have been stiffed by this hotel. If nothing else I should get the upgrade back as I was told this was not going to be charged on the card. I can't believe that such a big hotel in such a prime location can be so unwilling to make this right. I am sure you've received more complaints on this hotel. Please help me in getting my refund for the upgrade. Though ideally I should be refunded both amounts. I did not stay there. How can they keep my money?Desired Settlement: I would desire a full refund of the $600.53 and $86.07 that I have been billed.

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,

Review: My family and I booked a room with the hotel on August **, 2015 for the dates November [redacted], 2015. When we arrived at the hotel right after the 3:00pm check-in requirement, we were told that the superior non-smoking room that we booked, was given away. Due to the Thanksgiving holiday, we had no choice but to take the smoking room. Upon entering the room, there was a very stale smell. It was not at all like the advertised photos on the website. Not only was the room filthy, there was a large hole in the wall in the sleeping area where a picture had been removed. There was dirt in the corners of the bathroom, the tub and mold on the walls of the shower and the shower curtain. We also had no running hot water in our sink. On the last day of our stay, the housekeeper came into our room without knocking and then never returned to clean the room even after we had left from 12:00pm-4:30 pm and again from 6:00pm-11:30pm. I addressed these issues with the front desk clerk on Thursday November [redacted] and was told that someone would be up to check the water issue and the room, nobody ever came up. I approached the desk again on Saturday November [redacted] to see if we could at least get some clean towels since nobody had come back to the room, again my request was not honored. I was also told that I could not be moved to another room and there was no explanation as to why the room I had booked three months prior was not available. Upon checking out at 8:00am on Sunday November [redacted], because we could not bare to be there until the 11:00 check-out, I spoke to a Manager who not only had no interest in seeing the pictures of the room on my phone, but she did not even want to come up to see the conditions of the room herself. I was offered only one night of compensation even though we had four nights of poor service in a room that was not authorized by my family when we booked it.Desired Settlement: I am requesting a refund for the balance of $994.00 that was charged to my [redacted].

Business

Response:

Dear Revdex.com, Regarding Guest [redacted], guests complaints were noted and guest was apologized to and compensated with 1 night compensation at check out and was in agreement. If guest was not content at check out that was when it should have been addressed and we would have noted an unsatisfactory response. The time in question that the guest stayed here we were not sold out so it does not seem logical that we would not have offered a room move and knowingly refused a guest a room move when they were not comfortable in the room they were in. We do again apologize for these inconveniences however based on the notes on file and the initial compensation we will not be making any further adjustments. Regards, [redacted] Director of Front Office New York's Hotel Pennsylvania [redacted]

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:

This gentlemen claims that the hotel had additional rooms that we could have been moved to. However, Lauren, who was working the front desk that weekend told me they were sold out due to the holiday weekend. Also, if they had additional rooms, why wasn't I given the room that I booked 3 months prior? I had gone to the desk to report that we had no hot water in our faucet, I was told someone would be right up. Nobody ever came, I again went back down and asked to be moved. Not only because of the hot water issue but because of the mold in the shower, the dirt in the room and the hole in the wall. I was told there were no available rooms. This discrepancy in this man's response and the hotel staff that were actually present during our visit is proof that this hotel does not have proper training for their staff and cannot accommodate the guests that they book. Upon checkout I spoke with Sherry at the front desk. She asked me to tell her my complaints and she would tell the Manager on duty and send her out. I told her everything and when the Manager came out, I had to relay the entire weekend again? This is such poor customer service. This hotel was at least a 30 minute wait every time we went to the front desk, including check in because of the amount of people. The Manager did not ask if I was satisfied with her one night of compensation offer and simply told me that she was going to adjust my bill for one night and once she did, she walked away from the desk. Being that we had already waited and needed to get back home, I left with my family and contacted my attorney the next day. He advised me to try and resolve the issue with the hotel. I first sent an email that was rejected. I then called and spoke to Lauren, she agreed with my claim and told me she would speak to the Manager and call me back, she never did. I called back three days later and was told that Lauren was just coming into her shift and would call me back, again, she did not. My attorney told me to contact the Revdex.com for resolution and if we still do not resolve, we would pursue further with the Board of Health. I have pictures of the room if the Bureau would like proof of the conditions that we were forced to stay in.

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

Sincerely,

Business

Response:

We have spoken with [redacted] and have amicably settled this case.Sincerely, [redacted]

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,

Review: I tried calling the hotel directly on May **, spoke with at least 4 people who all kept directing me to someone else. I was given 3 email addresses that didn't work before finally getting a correct one. I have sent numerous emails to the hotel seeking a refund for unsanitary conditions & poor customer service. No one from the hotel has contacted me by phone to discuss. Below are copies of some of my emails...

May **- "My daughter & I stayed at your hotel for 5 nights May [redacted], 2015. I must write to express my numerous concerns about your hotel. We are not at all pleased, will never return again and certainly will give poor [redacted]/word of mouth reviews.

Our issues started before we even arrived. We needed an early check in because out flight arrived at 7am. I called your hotel on 3 different occasions & left messages. The first 2 times my calls were never returned. The third call took 4 days to be returned. Poor customer service.

When I was finally able to speak to someone I was told “no problem”, “just ask at check in & we’ll have a room for you”. I even offered to pay for the early check in advance but was assured this was not necessary that it was “no problem getting a room that early in the morning”. We checked in only to be told there were no rooms. I believe there never were any rooms. We finally got a room at 1130 & were charged an early check in fee. I don’t believe we should have to pay that fee, we were assured by telephone that a room would be ready for us no later than 8. I would like that charge reversed.

Our problems just continued from there. The front desk staff are very rude, not at all helpful . When I explained my previous calls I was just told “don’t know who you talked to, can’t help you”. Very abrupt & dismissive.

When we got to our room I was absolutely appalled by the condition of the rooms & hallways. I wanted to immediately leave the hotel for better accommodations, but when I returned to the front desk I was again rudely told “too bad, you paid in advance, no refunds”. Our stay was uncomfortable, I didn’t feel clean & didn’t want to sleep in the beds. Now reading the [redacted] reviews I see this has been an ongoing issue for a very long time. Our experience is not unique.

My concerns are numerous, mostly the disgusting unclean conditions...

- the carpets in the halls & room are dirty, musty. In some places I’m sure I saw vomit stains. Unacceptable.

- the smell everywhere was so offensive, obvious mold smell covered up by over powering spray type cleaner

- the door to our room wouldn’t close properly

- the bathroom sink dripped constantly, the tub had no stopper for taking baths, the shower had no water pressure, most mornings we got luke warm water at best

- [redacted] in the bathroom. Was our room even cleaned before we took it???

- the linens were ripped, the towels were dirty & stained

- when we checked in we had no pillow cases on our pillows and no towels. Took a very long time to get these (several hours)

- the overall condition of room was very old, worn & unkempt- the walls were stained & dirty

- the lamp didn’t work, it kept cutting in & out like the cord was going to catch fire

- the TV is absolutely obsolete in this day & age, unclear picture/poor reception

- the AC didn’t work. Complained & asked for it to be fixed repeatedly, finally fixed after 3 nights of sleeping in a furnace

- the windows were screwed shut- why???? No AC so some fresh air would have at least helped a bit

- housekeeping knocked on our door to make up the room even when a do not disturb sign was on the door

We checked out yesterday, and now today I see more charges on my credit card. I specifically asked the girl we dealt with at check out to give me a receipt showing all the charges. I was given a receipt for the early check in only & was assured there were no other charges. Now today I have 2 additional charges- $100 “deposit” that has not been reversed & another $75 charge for “amenities”. I want all these charges reversed. I spent approximately 1 hour (paying long distance charges) today trying o sort this out. I talked to 4 different people who all kept saying they couldn’t help me. The last person I talked to said he would refund $25 which hasn’t been done, charges are immediately posted so refunds should be done immediately too.

Such poor customer service! $25 does not cover these charges or any kind of compensation or the poor service & appalling conditions of your hotel."

[redacted] May [redacted] offered one night refund through [redacted] which we have received and an additional $50 refund from [redacted] that we have not received yet[redacted]

my email to [redacted] May ** "Thank you for your reply. However I feel this is simply a token gesture, obviously a form letter with our names inserted, I don’t feel our concerns were given individual attention. While I gladly accept 1 night refund I feel a full refund is in order. We tried to leave your hotel as soon as we checked in, but we “trapped” because we had prepaid & no one at your hotel would consider any refund that day. We had no choice but to stay.

We would never have paid [redacted] $1169 or any portion of that stay if we were given a choice. "

Sent this email twice before receiving any response on June * saying the $50 refund has been processed, but no comments on my request for full refund.

My email to [redacted] June *... "I would like some sort of reply for my request for full refund. We were in a position that your hotel basically refused for us to leave, we were trapped into staying at your hotel when we didn’t want to. We were forced to stay there because you refused a refund for nights we hadn’t even used yet. We certainly would have left immediately if we had the funds to go elsewhere.

Very poor customer service when a guest doesn’t want to stay & are told “too bad, you already paid”.

[redacted]sylvania has a D- rating with the Revdex.com. There are numerous complaints, and I will be filing one more.

I will also be adding negatives reviews with [redacted] & [redacted]. I will never stay at your hotel again, and will certainly never recommend it to anyone else. I would think at this stage you would be doing everything possible to end our experience on a positive note by offering the full refund we request. Basic cleanliness of a hotel is an absolute expectation you did not provide."

No further response from [redacted] to date.Desired Settlement: I am seeking assistance from Revdex.com to get the additional 4 nights we spent at [redacted] refunded. Total paid to hotel for 5 nights was $1169.23US, have received refund for $233.85 through [redacted] already. So remaining refund I am seeking would be $ 935.38US ($50 less if that refund has indeed been processed, haven't received it yet).

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.A full refund was provided

Sincerely,

Review: Hello,

Me and girlfriend spent six days in Pennsylvania Hotel in New York. During our stay, we eventually saw some very small insects in our bed, but, being from Brazil, we did not recognize them at the time. Also, there were some small stains in our sheets, but we thought they were old stains so we ignored them.

My girlfriend began having an allergy in her hands and wrists that we're not as severe in the beginning. In our last day it got more severe and progressed after we left the hotel. Thinking of contacts dermatitis she changed shampoo brands and soap, but that did not affect the allergy.

Finally, after days of frustration, a friend of ours living in the US told us about bed bugs. After researching about it and seeing pictures, we recognized the insect immediately. We also found out that the insects leave little blood stains on the sheets and my girlfriend's allergy was exactly as described with two to three bites in one place in the form of [redacted] (we took numerous pictures of [redacted]).

After finally finding out what it was and spending one our vacation days cleaning and doing laundry looking for bed bugs in our luggage we decided to call Pennsylvania Hotel. A woman named [redacted] answered and after we told our story she said that there was no report filled during our stay. We explained to her that we are from Brazil and bed bugs are not common there so we have never seen one before this, so we just found out about it yesterday. She did not accept and said that since the sheets are changed between one customer and the other there could not be bed bugs there.

We are very frustrated since we think it is outrageous to oversee a serious problem such as bed bugs in a room and we are concerned how many guests will go though what we went though since Pennsylvania Hotel showed no acceptance towards the fact.Desired Settlement: That the Hotel apologizes for the inconvenience because we lost vacation days due to the severity of the health problem caused since we were in distress due to the [redacted], could not be exposed to the sun due to the skin issue, were exposed to a room that was not entirely clean and had hematophagous insects, had to put everything we owned in the laundry machine an use insecticide in everything that could not go to the laundry and were not appropriately listened to when we brought the complaint to their attention. For this extremely unpleasant situation we desire a refund of our stay there which caused too much damage to our well-earned vacation.

In addition, we would like a guarantee that Hotel Pennsylvania puts insecticide in the room we stayed in in order to prevent this from happening to any other guests.

Consumer

Response:

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

Sincerely,

Business

Response:

I apologize for any inconveniences this may have caused. We are in review of the complaint and will investigate. The room has been used several times since your reservation but we will have it inspected. I will reach out to you for more details on the complaint.(When did you contact the hotel? How long after did you notice your symptoms? etc..) We want to resolve this as soon as possible and not cause you any more inconvenience.

I had a piece of luggage in the closet with a padlock because I was not using it due to summer clothes from Miami. When I was packing for my return home, I noticed that the padlock was not in the luggage´s zip as I had set it. I opened the bag, saw my cut padlock which was inside between my stuff. I checked my belongings and two t-shirts were missing. I went to the receptionist and informed what happened and they just told me to talk to security. I looked for the security man, explained what happened and he just gave me a paper with only the name of the hotel and just lines to write my personal information. Obviously, the paper did not seem to be a legal procedure for theft. I needed a new padlock, and the security man just told me to buy one at the shops. Nobody care about my problem and what is worst, they had a thief or thieves in their staff and they do not care or many people support this behaviour. I guessed the broken of my padlock happened during the days my door card did not work. The first 2 days it was ok but later, I had problems entering my room. With the chambermaid there was also a man that did the reparings who had different tools. Take precautions if you go to this hotel and have your passports, money and electronic devices in the safety boxes as I did but be prepared to have this kind of problems.

Review: In general, during my stay things were 'ok'. The staff were rude, the hotel smelled of smoke, the WiFi was crap...but I wasn't there during the day anyway.

After returning home, I noticed my credit card had been charged for another night's stay as well as a late checkout fee.. 4 days after I checked out. I had paid my bill at check-out so this was very surprising. I spent 2 weeks attempting to contact the hotel by phone and email. Calls were never returned and emails were never responded to. Was impossible to find an individual to speak with. My coworker even returned to the hotel in person to try to sort this out; the staff insisted they would contact me directly to discuss the concerns.Desired Settlement: I would like the extra charges refunded - the additional night and late checkout fee. A good hotel would also compensate me for the time and frustration for all the time I've spent trying to get in touch with this establishment.

Review: Below are copies of the two emails that I've sent to the hotel outlining the situation.

This is a follow up to my complaint below. On Friday I called the hotel and spoke with [redacted]. I informed [redacted] of the situation and told him that in order to restore the funds back to my account my bank would need a letter on your letterhead stating the reason for reversing the charges, the dollar amount, and a name and contact number of the person making the request. This letter would need to be faxed to them at ###-###-####. [redacted] suggested that I speak with [redacted] in Accounting and transferred me. [redacted] was not at her desk so left her a voicemail message. Please have her contact me immediately or better yet the hotel manager so I can get this resolved!!! You are holding funds for 2 nights stay and I did not stay at your establishment.

Subject: Reservation number[redacted]My name is [redacted] and I am visiting NYC with a friend for three days and two nights October [redacted] the through the [redacted]. I made a reservation at your establishment under the number referenced in the subject line. When going to check in on the evening of the [redacted] around 7 pm the agent was unhelpful and bordered on rude. We were given keys to room [redacted] and when we rounded the corner we were greeted by a dimly lit unwelcoming hallway. The real disappointment came upon entering the room. It was appalling! The carpeting was worn and questionable. The windows were dirty and had no safety rails on them. The furniture: desk, cabinet and tables were broken, scarred and dusty. The lighting was poor. Only one lamp and no overhead fixture. But the greatest disappointment were the beds. On your website you advertise brightly lit, polished rooms with firm beds. The beds in our room were lumpy and covered in worn duvets. Talk about false advertising!!!! There was also cardboard on the beds and I know that those beds did not meet hotel standards. The entire space was a disaster. My friend began to have a panic attack while I picked up the phone to speak with a manager. But guess what the single phone in the room had a bum cord as there was static until you jiggled the cord into place. When I was transferred to manager he immediately told me he would send someone up to fix the phone. I responded that it wasn't necessary because we were leaving due to the poor conditions. I asked if a manager could come to the room to discuss this with me since I was and dissatisfied customer. His response was "why do you need someone to come up there then?" Highly inappropriate and unprofessional. We collected our bags and went down to the lobby. Agent [redacted] assisted with the cancellation and informed me that I would not incur any charges. He have me the cancellation number [redacted] to reference. I will not pay for any fees associated with your hotel and want all charges reversed off my card. I look forward to your prompt response.

Thank you.Desired Settlement: I would like for their offices to send the appropriate documentation to my bank so that I can the cash returned to my account. I would also like for someone to inspect the hotel and it's rooms for safety and hygiene hazards.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding New York's Hotel Pennsylvania has been resolved.

But there are still many issues at that hotel that need to be addressed managent, cleanliness, customer service, etc. My complaint would not have been lodged if Hotel Pennsylvania did not misrepresent themselves on their website stating that I would receive a beautifully furnished, clean room, instead of the horrible room they gave us. Inspectional Services needs to pay a visit to investigate the crumbling basement (where they ask you to check your luggage), unsecured windows, small packed elevators and lack of working electrical outlets.

Sincerely,

Review: I made reservations to stay at the hotel on April **, 2013. I contacted the hotel for an upgrade. I informed hotel that I had a dog and they explained to me that the dog would be 20 dollars extra and I would be placed in one of their remodeled rooms. When I arrived at the hotel I was informed that since I have my dog I couldn't have the room I reserved. They assured me that I would have a nice size room which would be clean and up to standards of the remodeled rooms. Our first room on the 17th floor was so dirty I didn't want to go in. The bedding was all over the floor, the toilets had urine on them and the tub was so unkept that I couldn't possibly take a shower in it. They then gave us room [redacted]. Also one of the reasons I wanted the renovated room was because the stated there were no refrigerators in the older rooms and I needed a fridge for my medicine. The refrigerator they gave me barely worked and my calls for another one were unanswered. The staff in the hotel were rude and I had my 4 year old child with me who had to sleep with cotton in her ears for fear of roaches. In room [redacted] the tub was again in horrific shape. I had to place a towel in the tub to take a shower because I didn't want my feet to touch the tub. The bathroom was filthy and the room was as if I was paying 60 dollars a night instead of the 836.00 dollars I paid for my stay. To add insult to injury the room had roaches. I told this to the maid who was assigned our rooms and she tried her best to give us a good cleansing. We had no lamp on the side table. The ceiling was dropping paint or cement. The air conditioning barely worked. Today upon check out the bell hop who was assisting others get a cab did not assist me and I had to walk 4 blocks In the pouring rain to my bus transportation back home. Upon coming home I had to pay to have my clothes cleaned and have my building maintenance person come in and protect my apartment from roaches. I know have a horrible cold from being soaked in the rain and riding on an air conditioned bus. My entire experience there was horrible and I had no other choice but to remain in that hotel.Desired Settlement: I would like my full amount of 836.00 dollars. I will not charge for the cleaning of my clothes.

Review: I booked a room at Hotel Penn and received a confirmation number and the hotel took the full amount out of my checking account instead of using my card to hold the room. I have been calling and talking to people since I realized they took the full amount out of my account. I finally called the Chamber of Commerce in New York. How can you deduct money for a reservation rate you advertised on line prior to the people checking in? I have never heard of this and neither had the Chamber of Commerce in New York. I wanted to take my granddaughters to New York over the holidays but instead I cannot do this because they took my money. No one can believe they took the entire money out of my account prior to me even getting to NY.Desired Settlement: I don't even know at this point. I am so disappointed.I would like to have my 778.00 back. I really want to bring my granddaughters to New York. I heard nice things about Hotel Penn but when I booked my room, I was never told the entire amount would be taken right out of my checking account which caused me a problem paying my rent. Again, all I want is my money returned now and not in 5-10 days. Thank you so much.

Consumer

Response:

I would like to have my 778.00 back. I really want to bring my granddaughters to New York. I heard nice things about Hotel Penn but when I booked my room, I was never told the entire amount would be taken right out of my checking account which caused me a problem paying my rent. Again, all I want is my money returned now and not in 5-10 days. Thank you so much.

Business

Response:

This claim was resolved 12/*/2015 directly with the client.

This hotel looks NOTHING like the photos online. Upon arrival, I waited 1.5 hours to check in. The line was huge and there were only 3 front desk folks working unenthusiastically (some watching tv during interactions) at the front. I gave my personal card for incidentals (the room was prepaid through [redacted] on my corporate card) an grabbed my key for room [redacted].

The elevator was full of litter on the floor and dirty. Upon reaching the 11th floor I entered a dark, dingy corridor (the whole floor smelled like smoke and mildew) with carpet that I think used to be green but is now stained and faded. Gross.

I got to my room and found stained carpet, it wreaked of smoke, there was no internal lock on the door, and one of the outlets was broken with exposed wiring. The windows were filthy (to the point where I couldn't see out of them. The bed covers had little holes in them (maybe a moth?).

The bathroom wasn't any better. The tub was stained, the drain stopper had mold on it, and the wall was peeling and bubbling from moisture.

I absolutely did not feel safe here and immediately went to get a refund and leave. Though my reservation was prepaid, I called [redacted] and told them that I would not stay at hotel Penn, they contacted Hotel Penn's front desk and I was refunded after they tried to switch me another room (it looked identical to the one I was in originally).

Fast forward 1 week, I arrive home from New York only to find a $700 charge on my personal credit card (the one that was supposed to cover incidentals) from Hotel Penn. I am in a billing dispute over that charge (their billing department is closed until Monday, of course). The saga never seems to end.

This has been an incredible headache. I can't believe they get away with such false advertisment and dismal room conditions.

Good Morning, following an unfortunate stay we had at the above hotel - I felt the need to report the issue to someone. Myself and my partner visited the hotel during our final week of a 3 week stay in the USA. Prior to booking this property we did read [redacted] and there were negative comments but some good aswell, so we thought we'd give them the benefit of the doubt and book.
We booked to stay at this hotel from Wednesday [redacted] October due to check out Thursday [redacted] – we checked in then within 5 minutes checked out again. I was absolutely shocked at the state of the property and the lobby area is extremely misleading – I could not believe that we had paid nearly $2000.00 for this pleasure.
On check in on [redacted] October which we had been warned takes time – it certainly did. When my partner was finally dealt with, the attitude of the member of staff who checked him in was disgusting, she was not interested and all she seemed to care about was what time her lunch break was the following day. She said to my partner “I need your credit card” when he asked what for as we had already prepaid she said “for incidentals of course” – what incidentals !? It was then we found out we had the pleasure of paying what she informed us was a Facilities Fee – for use of the internet and the gym.
We got our room keys and off we went (Room [redacted]) – we were then greeted at the lifts by another unpleasant member of staff who I believe has a role of nodding to allow people to get into the lift. After a fairly long walk through corridors that were dimly lit (probably to hide the dirty carpets and peeling wallpaper) along with a smell which I can only liken to damp and a urinal – we finally arrived at our room. The outside door looked no better than the door to a prison cell and inside was no better, in fact I’m sure a prison cell would have been an improvement. There was no view from the window as it was that dirty you could not see out of it, the room lighting was dim (again to hide horrors no doubt), the television switched on and had volume but no picture, no tea/coffee facilities (which we were aware of in advance so wouldn’t have caused an issue). The “cupboard” where the ironing board was kept was no deeper than the dash board on a car and don’t get me started on the air conditioning unit – this was filthy and we didn’t switch on (probably wouldn’t have worked anyway) given we were afraid of what would crawl out of it.
The bathroom was small (fair enough) but dirty ! Stains in the bath etc. etc. as for the bed linen we didn’t even pull back the covers seeing the pillows were enough. There was more substance in my little finger than there was the pillows – they were a very odd yellow colour aswell.
It took approximately 4 minutes to view the room, take photos and leave. My partner had brought me to New York to propose so wanted things perfect and clearly this wasn’t going to happen at your property. We went back to Reception (which again took approx. 20 minutes) to advise the young gentleman at the desk, who I will say was more polite than the girl that checked us in, that we were checking out. He said he could try to find us an alternative room but given the hotel was full this may not have been possible. My partner advised no way we were out of there. We advised the property we were actually going to and he said he always sends his friends there when they come to New York – your own staff don’t even recommend your property. We checked out and went to this other property at a further cost of $1,959.44 but had a fantastic time.
Judging from TripAdvisor they are not affected by comments because the hotel is full every night – clearly with people who have lower standards or no option! I have recently seen one complaint of mice in a guest’s room and when offered a room move the member of staff couldn’t promise there wouldn’t be mice in the second room! I’m extremely glad in that case we chose to check out rather than room move.
We were presented with a folio on checkout confirming the total bill of $2,363.60 and have requested a refund from the hotel and despite sending them our complaint letter we are still awaiting a response, not even an acknowledgement so far! We have had a refund totalling $80.00 to date and that has been it. They weren't able to offer us a change of room so were we to just put up with the room we'd been provided !?
Thank goodness that we had the finances to switch hotels I'm sure there are people that are not in that position and have to stay.
I would URGENTLY advise that someone pass this hotel's details onto the relevant Health Department within the City of New York because this hotel needs to be seriously inspected, there are comments on [redacted] for you all to view including issues regarding mice and bed bugs I'm so surprised that this hotel has been allowed to stay open as long as it has.
Thank you for taking the time to read this letter and I'm sorry it is so long !
Best wishes
[redacted] ([redacted])

Review: Theft of IPad from room by hotel staff, mold in shower and vents in hotel room as well as on the ceiling, electrical outlets do not securely hold plugs, phone jack wires not securel, furniture appears to be very old and recycled, all carpeting is stained and dirty, room was not cleaned or serviced for two consecutive days, bed is caved in and broken, hotel staff is unresponsive to any requests that were made.Desired Settlement: reimbursement for stolen IPad, billing adjustment, warn prospective customers about the deplorable conditions in this hotel.

Consumer

Response:

At this time, I have not been contacted by New York's Hotel Pennsylvania regarding complaint ID [redacted]. Sincerely,[redacted]

Review: We were scheduled to stay in the hotel Pennsylvania on November [redacted] with 10 small children. Due to circumstances beyond our control going on in the city on our anticipated date of arrival we called [redacted] our booking service and cancelled the reservations. They spoke to hotel Pennsylvania 3 times throughout the course of the night on November [redacted] and we were told we would receive a full refund for our hotel rooms. [redacted] sent confirmation of the cancellations at 10:53 on Wednesday November [redacted] and informed us we would be refunded in 5-7 business days. We have since spoken with [redacted] and the hotel Pennsylvania on more than one occasion through email and phone calls and the hotel will NOT refund our money in which we have confirmation staying we WILL receive a refund.Desired Settlement: A refund of the hotel rooms in which we received confirmation that we would be receiving.

Business

Response:

The majority of the rooms were cancelled. the balance will be refunded to the credit card on file today. Please contact me with any questions @ ###-###-#### or [redacted]RegardsGene N[redacted]

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 was by far the worse experience I've ever had in a hotel. It started off with some minor things that were not a huge deal. Checked in, dropped our bags in the room and headed out for the a nice night. Got to the hotel later that evening and Thats when we noticed the room was. Started to watch tv and the channels keep changing by themselves (not a big deal). Then I woke up to my girlfriend saying " there are flies in the bathroom." That's when I noticed.
1.) there were flies in the bathroom. Yes, flies. Caked to the ceiling and nesting in the drain of the shower.
2.) no lock on the door.
3.) tv was not working properly and would randomly change channels.
4.) Bed was like sleeping on a slab of concrete.
5.) Top comforter was ripped and had some stains on them.
I spoke with the first reception desk clerk and she said that she would find manager,but she was at a meeting and it may be a while. So we waited for a half hour and we never saw a manager. She also said, "you guys checked in last night how come you never noticed it." Customer service 101, don't blame the customer.
The next concierge dude that I spoke with at the desk, after telling him all the things listed above said, "what's the problem?" Like flies in a hotel room was a normal occurrence.
They gave us $56 dollars off. This must of been their "flies in the room discount special" that everyone raves about.
I wish I could give zero stars to this hotel. They, in my opinion, don't even deserve that. From now on I will spend my hard earned money and give it to an organization that respects its customers and their patronage.