Roger Williams Hotel

Review: Dear Revdex.com for NYC I have visted consectively 3 times a year for the last 10 years NYC because I simply love the people, resturants, shops and history. We checked into our hotel on July [redacted], 2013 at the Roger Hotel located at [redacted]. Prior to our arrival I called the hotel to reconfirm a few things with them 1. the terrace on the penthouse we would have a view of the fireworks and 2. that the room would be able to fit a stroller, crib and that my 2 year old son had room to run around. I was informed by staff that this hotel would meet our expectations. Upon arrival at the hotel we discovered that the air condiontioning was not working and the room at the time of check in was 92 degrees. We immediately informed the front desk and they said they would arrange to have it fixed. We also bumped into the maintenance manager and he came to our room and said that he can't fix it and that they need to outsource for someone to come and fix it. We told the front desk that we are going to out for a bite to eat and hopefully by the time we come back it will be resolved. We it was not resolved. Then we found out that our hotel room does not have the view of the fireworks and therefore we were lied to. Interesting enough the guests who were next to us were informed the same thing when they booked the reservation. We were told by the hotel that we are not allowed to keep the sliding door to the terrarce open to let cool air in at night because if bugs go inside the room that they would back charge us. We were told that our room was large because it is a penthouse and it was so tiny we were so crammed inside the room. We insisted on speaking to the General Manager and were informed by staff that there is no Management until next week which I find odd for a hotel especially when it is the long weekend. I just believe that it is a fundamental right under the health department that hotels have an obligation to provide air conditioning for their guests. Then I find out from [redacted] yesterday the front desk director that they were aware of the air conditioning problem and I cannot understand why they would sell a unit that has that problem. I have contacted NYC Public Health Department to lodge a complaint about this property and to the Mayors office as well. In addition, when we checked out they added to our bill use of bar charges which does not make sense since on the time of the reservation, and even twice when I called before we arrived at the hotel I told them that I do not want anything inside the bar because I need the space to put my sons milk inside their. So why they would charge us for the bar does not make sense to me. In addition, the hotel did not inform us during the time of the booking that there is an administration charge. In all the years that I have visited NYC whether I have stayed at the [redacted] they have never had this type of a charge. All you pay is the room rate and applicable taxes. I find this to be misleading and unacceptable. Everyday we would go to the hotel front desk and ask them why can't they have the manager contact us. We also asked why cant they arrange to fix the air conditioning. I just feel that the whole process, experience was very stressful and people need to know what type of an establishment is being run. We are here to support the local economy whether it is hotel stay, dining, shopping, tourism and it is sad that Roger Hotel can get away with telling fibs to customers. They should have been upfront and honest from the start to say that this is not a child friendly hotel, you cannot see the fireworks from here and that the air conditioning on the penthouse level is not working. At least give us that choice to make a decision so that we could have changed our reservation prior to arriving in NYC. I hope that your office can assist us because I cannot emphasize to you how much my 2 year old son [redacted] suffered.Desired Settlement: The credit card was AMEX under my boyfriends name . I have asked the hotel that they need to void this transaction and not charge the card because they did not meet their contractual agreement to provide to us a room that is comfortable/spacious, air conditioning and misleading us to believe that we can see the 4th of July fireworks which was the purpose of the trip and adding charges that we were not informed. Thank you in advance for your assistance and co-operation regarding this urgent matter. Regards [redacted]

Consumer

Response:

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

Hello [redacted]

I personally have not heard back from the Roger Hotel. Thanks for your follow up.

Regards

[redacted]

Sincerely,

[redacted]