Radisson Hotel JFK Airport

Review: Booked the Radisson JFK through [redacted] on the afternoon of Friday 10/**. Drove eight hours to the city and arrived around 10:30 pm. Upon arriving, we found the lobby overflowing with people lying on the floor and waiting in line. Not really sure what was going on, we waited in line for over 90 minutes to finally reach the registration counter. Apparently the hotel just changed names from [redacted] to Radisson within the past couple of days and the computer system "didn't transfer over." With that being said, they more than overbooked this hotel. Everyone who made it to the front counter was told, "Oh, sorry, we don't see your reservation." If the customer booked through a third party ([redacted].) they were forced to call the third party themselves. When I finally arrived to the counter, I gave them my reservation number and they said, nope, sorry, not in the system, no room. When asked how I booked it, I initially said [redacted], since I began looking for hotels through there. I was told to call [redacted]. Then I remembered that we actually booked it through the Radisson website since it was cheaper. Now all of a sudden, they were willing to "look into it." After taking my credit card and license, they were gone for another 30 minutes. In the meantime, I called the direct reservation line who did in fact confirm that I had a reservation for two nights. After going back and forth, they were finally able to find a room for us around 2:30 in the morning. (There was still a line of people in the lobby).

We arrived to our room, which was a nice size, clean, comfortable bed.

Tried to call for a wake up call and the phone in the room did not work.

Saturday evening when we arrived back to our hotel from being in the city all day, we were again greeted by a line of people waiting in the lobby and a flood of people lying/sleeping on the lobby floor.

Fast forward to Sunday morning when we tried to check out. I checked out early (6:00 am) and they were still having issues with overbooking. I was told I was all set, however when I asked for an invoice, they were "unable to print at this time." I asked for a total amount and was told it was almost double what my reservation was for. (Reservation was for $388, total amount charged was $674.) When asked why, I was told the price of the room was $270 something a night. I tried to fight this as I had a copy of my reservation in my hand with the price quoted. They were not willing to take any charged off as they "were unable to do so” and I would have to call corporate. I called the hotel directly yesterday again asking for an emailed copy of the bill, still no response. I call today, Monday 10/** to corporate, who states that they do not have anything to do with billing and I need to talk to the hotel directly. I do not find this amusing at all since when I spoke to the manager at the hotel on Sunday they told me they couldn’t reverse any charges and I would need to call corporate. I again asked for an emailed copy of the invoice, which I have never received.

I am highly disappointed in this incompetent staff and hotel. I also don't feel as thought I should be charged for the first "night" that I stayed there since I was forced to stay in the lobby until the middle of the night and never got into my room until 2:30 am.Desired Settlement: I would like to be reimbursed for the first "night" that we stayed there since we were forced to stay in the lobby when they overbooked everyone and were not willing to talk to anyone who had reservations made.

I also want the money reimbursed that they overcharged me for, and only pay the amount that was listed in my reservation confirmation ($169.15 plus tax for one night).

I would like a copy of the invoice.

Review: At check in on 3/**/15 it took over an hour. There was no record of my reservation rate of $10 a day to keep my car there for 4 nights/5days even though I called several times to confirm reservation prior to my stay. It took over an hour to rectify this situation. The hotels internet was slow and they needed to make the changes using my ipad because their own computer system could not do it.

The room- television cable did not work. Also, there was an extremely loud noise outside our window that kept us up. I called the front desk but was informed that there was nothing they could do.

I was told that when we returned from our trip to call the front desk to arrange shuttle pick up. Our flight came in at 10:20 pm 3/**/15. At that time I called the front desk and NO ONE picked up for over an hour. Finally, someone picked up and then hung up. We waited an additional 30 minutes until someone different finally picked up and said they would send the shuttle. The shuttle did not come. We called again-30 minutes later- and someone finally came. All together, it took over 2 1/2 hours of standing out in the freezing cold. When we finally arrived back at the hotel and picked up our car, I got a call from the service rep that someone was on their way. Clearly, you can see the lack of communication on this hotels end. I gave him my name and number and requested a manager to call me back the following day. No call was ever returned.

Now- in the mean time, I have tried to contact several supervisors and was PROMISED that I would be compensated and that they would return my phone call. I made 8 attempts. Was put on hold, disconnected, cut off mid-sentence, was bounced from manager to manager, was promised call backs-never to be returned. Lastly, I spoke with [redacted] (supervisor). He said that it was unacceptable, that he would get to the bottom of it, and that he would return my call. He never did. A week later, I left another message for him on his personal voice-mail. Again, no call back. I called one more time- was put on hold for 30 minutes before hanging up. I called again- no answer.

This was the worst hotel experience of my life!Desired Settlement: Refund my credit card in the amount of room stay on 3/**/15 in the amount of $177.01 and car storage parking fee from 3/**/15-3/**/15 in the amount of $43.56.

TOTALING $ 220.57.

Consumer

Response:

At this time, I have not been contacted by Radisson Hotel JFK Airport regarding complaint ID [redacted].Sincerely,[redacted]