Row NYC

Revdex.com:At this time, I have not been contacted by Row NYC regarding complaint ID [redacted].Sincerely,[redacted]

Review: On August [redacted] 2015, I checked into the Row for a 3 night stay. While enroute to the hotel, I contacted the front desk at least 3 times to inform them that I would be checking in late so that my room would not be resold or given away. Upon arrival, I was asked for my credit card and given access to my room within seconds. I was not made aware of any "facility fees" upon check-in or at any time during my stay, but was later charged for each night. These "facility fees" are "fees" the hotel charges for use of what they describe as a " 16 oz. collapsible water bottle", access to Wi-Fi and printing, free local and long distance calls, and gym usage, neither of which I was informed of, provided, nor given access to during my stay besides internet. I learned about this "collapsible water bottle", gym, and other amenities from reading very similar reviews from other angry consumers whose experiences mirror my own.

The following morning of August [redacted] 2015, I checked my bank account and noticed that Row had debited my account for more than the amount that I had authorized. I asked why there was an additional $100 charged to my card and was told that it was a deposit. Again, I was NEVER informed before, during, or after my stay about a deposit nor a "facility fee". They claim the "facility fee" is explained on their website and is $25 per night, however, my hotel stay was booked under a 3rd party and neither this 3rd party nor Row informed me of such fees at any time. This "facility fee" should have been only $25 per night according to Row's website, but they were using the unauthorized $100 charge they claimed was a "deposit" as a "facility fee". I was ok with everything, including the dispicable rude service I received from employees, until I learned what this "facility fee" actually was and that I was simply scammed out of services.

Row does not publicly display that they charge guests a "facility fee" at the front desk or in any other area inside the hotel. The employees do not mention this either. Instead, it is hidden in fine print on their website which is difficult to locate. When consumers book and pay for a hotel, whether it is through a business or a 3rd party, one expects it to be FULLY PAID and owe NOTHING MORE other than taxes! No other hotel in the area, to my knowledge, charges guests a "facility fee" for staying at their property. Amenities such as a gym and Wi-Fi are normally complimentary! Their website claims that Wi-Fi is included however, this is FALSE. Wi-Fi is part of the "facility fee" charged by the hotel. It is a completely SEPERATE "fee" which is NOT INCLUDED in the cost of the room itself. See link below. [redacted]

Row was very deceiving in their hotel pricing and fees. At one point during my stay one front desk employee threatened to call the police on me because she was unable to get my credit card to go through in order to charge me for a 3rd night of "facility fees". The hotel sent security to my room to escort me to the front desk in order to get another form of payment from me. I was told that I owed an additional $85 and that I had been locked out of my room until the hotel received this payment. You can read complaints from consumers on [redacted] and [redacted], some of which include my own.

When hotel management was made aware of this, they claimed a member of management wanted to remedy the situation but made no such attempt to do so. General Manager Maurizio_B[redacted] contacted me on August [redacted] after viewing an online review left by me and asked that I contact the Assistant Front Office Director, Gina S[redacted] via email. When I sent an email to her, she NEVER once replied. Brian D, the owner, also contacted me after reading my [redacted] review and offered nothing more than a "free room upgrade" on my next visit. I explained to him that I would not be staying at his property in the future.

Here are a list of of recent reviews about their property and the fees:

In 2012, the FTC sent letters to several hotels warning of deceptive practices such as "facilities fees". See link below.

There have been several consumers contact me who are interested in moving forward with legal action in regards to this.Desired Settlement: I am demanding the unauthorized charge of $100 be returned to my credit card used during my stay at this hotel. This charge was taken under false pretenses and deceit. I am prepared to forward a complaint to the New York Attorney General if this matter remains unresolved.

Business

Response:

We apologize for issues encountered with billing during your stay August [redacted]. We do see you booked your stay with [redacted] and all charges except for applicable taxes and the hotel Facility Fee were covered by [redacted]. All other charges are the responsibility of the guest. According to our records the Facility Fee charges of $81.66 were waived while you were checked into the hotel because you were not made aware of the mandatory charge at the time of your booking. At check out we also show a charge of $95.77 split between two different credit cards which are the charges for the applicable sales and occupancy taxes for your reservation. These charges are valid and based on your booking with [redacted]. Please do not hesitate to contact our Guest Relations department with any questions or a detailed explanation of the charges incurred from your visit.

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 booked this trip directly through [redacted] and they covered absolutely none of the hotel expenses. Wyndham can confirm this. It even sounds strange that Wyndham would agree to cover unmentioned fees on my behalf, yet fail to mention that I was responsible for "Facility Fees" during my stay at the hotel. As a result, $199 was returned to me by [redacted] because of their failure to disclose this information. These "Facility Fees" the hotel are alleging were NOT waived. Row was unable to obtain the requested amounts from my main credit card ([redacted]) that was provided to them which is why the $95.77 was split between two credit cards. The hotel attempted to charge even more from a third credit card ([redacted]), but was unsuccessful. As told to me by the front desk employee who threatened to contact the police because of this, the "Facility Fee" that I was being charged amounted to $27 per night. They returned a portion of $24.23 shortly thereafter which they are unable to explain.

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

Sincerely,

Business

Response:

[redacted], Thank you for your reply. Prior to the complaint with Revdex.com; all facility fees were waived from your account. The final charges are only for the applicable State and City taxes. I would be able to review your bill with you in detail if you would like to contact me directly at ###-###-####; I would be happy discuss any further questions you may have. Thank youRow NYC

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 attempted to make contact with a manager via email in August 2015 shortly after this happened. After I left an online review of my experience at the Row, one manager sent a message to me advising that I reach out to another manager. He provided me with her email address and I sent her two emails and the manager never once responded. In August 2015, Row charged 2 different credit cards of mine for a deposit, facility fees, and taxes. I was able to get back a portion of my money by disputing the charge with my credit card company and I am still in dispute with the other credit card company concerning the remaining charges. Had the Row taken the facility fees, taxes, and deposit up front during my arrival, there would be no dispute today. I fully intend to forward a new complaint to the New York Attorney General for investigation.[redacted]

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

Sincerely,

Review: We stayed this hotel 7-24 through 7-27 , we arrive at hotel little early so after we check in left our luggage at front desk and they told me they will deliver it to the room.. after wondering around newyork city I came back to hotel room but I found that handle of luggage were broken. so I call the front desk ask manager about this, and [redacted](security supervisor) told us it will take about couple weeks to solve problem and will contack us for refund or same new luggage

after we check out, there was couple e mails says wait little longer.. now it's been over 3month and still nothing happen, and now they don't even e-mail me back. when I call they just hold my phone forever.

I need help please.Desired Settlement: they already got makes and model of luggage.. so I take cash or replacement of smae kind

Consumer

Response:

At this time, I have not been contacted by Row NYC regarding complaint ID [redacted].Sincerely,[redacted]