Review: During April 2015 we stayed at "The Manhattan at Times Square Hotel". One morning we found an invoice in our room dated 5 days ago, which was obviously slided through under our door. It stated an amount of 250 $, which was deducted from our credit card. Wondering about the reason, we could only find "Miscellaneous Revenue" written on it. We first assumed that this was an mistake and went to ask the hotel staff about it during check-out. Reception then told us that it was a fine charged for smoking in a hotel room. Being stunned about this explanation, we told her that we never smoked one cigarette in this room. She then brought a male co-worker, who explained that a member of the housekeeping staff sensed cigarette smoke while beeing on the corridor right in front of our hotel room. He then decided to open up our door to find the cause of the smell. Allegedly, she then found remainings of cigarettes in the bathroom trash can.The man of the hotel staff insisted that the fine has to be payed. We then asked for the next higher person to talk to because we were desperate to get this matter resolved due to the fact of the high amount of that fine, which had obviously no reason at all. Now we met the Front Office Manager, who also insisted that the fine had to be payed. Asking for the member of the housekeeping staff, who was in charge at that time, we were told that the one who allegedly found the cigarette butts, couldn't remeber anything specific about that incident. Instead, she presented us a black and white picture of a trash can. In this trash can were remainings of cigarettes, she stated. While we looked hard at the picture, we tried to figure out visual cigarette remainings, but we didn't succeed. One could only see something dark in the trash can. When we asked for a connection of the picture to our room, she said that we should prove that the picture was not taken in our room. We then went to the police.We were charged 250 $ despite doing absolutely nothing wrong!! With no evidence...Desired Settlement: Payback of the 250 Dollar fine, which was charged without any reason.
Consumer
Response:
At this time, I have not been contacted by The Manhattan Hotel at Times Square Hotel regarding complaint ID [redacted].Sincerely,[redacted]
Review: I checked into the Manhattan at Times Square hotel on 4/**. This was prepaid through [redacted]. I checked in with a gentleman by the name of [redacted], he took my credit card for incidentals and assured me it would not be charged. I was charged 50 dollars the same day on my card, so I called down to the lobby and was told by a lady that it was just a confrontation charge that would not post. Two days later I overheard another guest complaining about some extra charge onto his room. Concerned I went to the reception desk and spoke with an [redacted] gentleman. I asked him about some sort of extra charge, he said let me check, looked into the computer and told me that since I was prepaid I would not be charged what they called a "resort fee". I woke up on 4/** to a bill for $65.34 for three days of a facility fee. No description on the bill to which what a "facility fee" is. I went down to the lobby asked about the bill and a lady said it was for Internet. I showed her an email that I received from them and [redacted] they said both "free" and complimentary Internet. She said you get 15 free mins in the loby. I then asked to speak with a manager and spoke to [redacted]. I told him of the circumstances of how I was never informed of this fee from his staff and he agreed I had been misinformed by the [redacted] gentleman because he was new. He claimed it wasn't their responsibility to inform me of the charge and blamed it on [redacted] He told me that it was on [redacted]s site and proceeded to look up the hotel on the site. I did sign into the Internet while at the hotel which says it was "complimentary". I also have an email from [redacted] stating free internet under the room description. I think this unjust to charge people an unclear fee after prepaying for a hotel stay, then never informed the whole time during the stay even after I had questioned it. I have also filed a complaint with the city of [redacted].Desired Settlement: I want the $65.34 waived because of misinformation and shady business practice.
Business
Response:
We do apologize that guest was unhappy with the extra fee at check out, The Manhattan at Times Square Hotel has a mandatory Facilities Fee of $21.78 per room per night provides guests with the following inclusive services, amenities and added value offerings: • All local, long distance and international phone calls • Premium high-speed wireless internet access for unlimited devices • An eco-friendly, collapsible 16 oz. water bottle to use at the hotel’s water filtration stations • Unlimited use of our Business Center • Unlimited use of our 24/7 Fitness Center with treadmills, bikes, elliptical machines and free weights • Complimentary luggage storage on arrival and/or departure until 11:00PM. We have searched [redacted] and when making a booking for The Manhattan at Times Square Hotel the extra fee is advertised as Resort fee payable at the hotel and it will not be charged as part of [redacted] total amount, as per below link for a quote.[redacted]
Review: During April 2015 we stayed at "The Manhattan at Times Square Hotel". One morning we found an invoice in our room dated 5 days ago, which was obviously slided through under our door. It stated an amount of 250 $, which was deducted from our credit card. Wondering about the reason, we could only find "Miscellaneous Revenue" written on it. We first assumed that this was an mistake and went to ask the hotel staff about it during check-out. Reception then told us that it was a fine charged for smoking in a hotel room. Being stunned about this explanation, we told her that we never smoked one cigarette in this room. She then brought a male co-worker, who explained that a member of the housekeeping staff sensed cigarette smoke while beeing on the corridor right in front of our hotel room. He then decided to open up our door to find the cause of the smell. Allegedly, she then found remainings of cigarettes in the bathroom trash can.The man of the hotel staff insisted that the fine has to be payed. We then asked for the next higher person to talk to because we were desperate to get this matter resolved due to the fact of the high amount of that fine, which had obviously no reason at all. Now we met the Front Office Manager, who also insisted that the fine had to be payed. Asking for the member of the housekeeping staff, who was in charge at that time, we were told that the one who allegedly found the cigarette butts, couldn't remeber anything specific about that incident. Instead, she presented us a black and white picture of a trash can. In this trash can were remainings of cigarettes, she stated. While we looked hard at the picture, we tried to figure out visual cigarette remainings, but we didn't succeed. One could only see something dark in the trash can. When we asked for a connection of the picture to our room, she said that we should prove that the picture was not taken in our room. We then went to the police.We were charged 250 $ despite doing absolutely nothing wrong!! With no evidence...Desired Settlement: Payback of the 250 Dollar fine, which was charged without any reason.
Consumer
Response:
At this time, I have not been contacted by The Manhattan Hotel at Times Square Hotel regarding complaint ID [redacted].Sincerely,[redacted]
Review: I checked into the Manhattan at Times Square hotel on 4/**. This was prepaid through [redacted]. I checked in with a gentleman by the name of [redacted], he took my credit card for incidentals and assured me it would not be charged. I was charged 50 dollars the same day on my card, so I called down to the lobby and was told by a lady that it was just a confrontation charge that would not post. Two days later I overheard another guest complaining about some extra charge onto his room. Concerned I went to the reception desk and spoke with an [redacted] gentleman. I asked him about some sort of extra charge, he said let me check, looked into the computer and told me that since I was prepaid I would not be charged what they called a "resort fee". I woke up on 4/** to a bill for $65.34 for three days of a facility fee. No description on the bill to which what a "facility fee" is. I went down to the lobby asked about the bill and a lady said it was for Internet. I showed her an email that I received from them and [redacted] they said both "free" and complimentary Internet. She said you get 15 free mins in the loby. I then asked to speak with a manager and spoke to [redacted]. I told him of the circumstances of how I was never informed of this fee from his staff and he agreed I had been misinformed by the [redacted] gentleman because he was new. He claimed it wasn't their responsibility to inform me of the charge and blamed it on [redacted] He told me that it was on [redacted]s site and proceeded to look up the hotel on the site. I did sign into the Internet while at the hotel which says it was "complimentary". I also have an email from [redacted] stating free internet under the room description. I think this unjust to charge people an unclear fee after prepaying for a hotel stay, then never informed the whole time during the stay even after I had questioned it. I have also filed a complaint with the city of [redacted].Desired Settlement: I want the $65.34 waived because of misinformation and shady business practice.
Business
Response:
We do apologize that guest was unhappy with the extra fee at check out, The Manhattan at Times Square Hotel has a mandatory Facilities Fee of $21.78 per room per night provides guests with the following inclusive services, amenities and added value offerings: • All local, long distance and international phone calls • Premium high-speed wireless internet access for unlimited devices • An eco-friendly, collapsible 16 oz. water bottle to use at the hotel’s water filtration stations • Unlimited use of our Business Center • Unlimited use of our 24/7 Fitness Center with treadmills, bikes, elliptical machines and free weights • Complimentary luggage storage on arrival and/or departure until 11:00PM. We have searched [redacted] and when making a booking for The Manhattan at Times Square Hotel the extra fee is advertised as Resort fee payable at the hotel and it will not be charged as part of [redacted] total amount, as per below link for a quote.[redacted]