Sleep Inn JFK Airport

Let just start by saying after checking into this hotel my debit card was compromisedI called NYPD to complete a fraud report; they seem to be great friends with the hotel staffI was told by the police officer that they cannot take a fraud reportsI call his supervisor only to find out that he should have taken that report (lazy and shady) Spoke to the *** *** *** ***, who was extremely rude and became very defensive Police officers were called several times to this hotel by different individualsNeighborhood is unsafe with people smoking Marijuana inside/ outside of the buildingHousekeeping staff brought children to work on Saturday morning, woke up to children running through the halls with the house keeping staff screaming trying to get them to say in one locationShower curtain was disgusting.....the smell of Urine was overwhelming

Review: I stayed at the Sleep Inn on [redacted] for the nights of May [redacted], and [redacted]. I was there to work in ** so I was gone from my hotel during the day. On the afternoon of May [redacted] while I was gone (thankfully) a maid let two men into my hotel room who stayed in my room for 3.5 hours. They took showers, took a nap and went through my things. They eventually left with my laptop and two chargers. Management at first blamed me for being gone all day, but then they apologized and said they would refund my stay and replace my laptop. It's been 3 weeks and nothing has happened, and they are now no longer responding to me. I am about to loose my job because I dont have a computer to work from.Desired Settlement: I want a refund of my stay in the amount of $301. I also want a full replacement of my laptop ASAP. We sent the link and proof of purchase to the hotel manager on the [redacted] of May.

Review: I stayed this hotel two nights and three days. I had really horrible time when I confirmed. [redacted] answer the phone and he supposed to check my book but he connect to other hotel-I never asked connect other hotel, I only asked to him confirm my reservation and told him my last name. And the other Sleep inn hotel guys yell at me because he can't find my name on the book(definitely not) and he try to tell whatever he wants to tell and I figure it out [redacted] connect the wrong place. When I was at the hotel I complained to the Hotel manage but Housekeeping manager [redacted] told me [redacted] didn't do any wrong only computer problem. If company computers have problem, Is it okay that information desk people connect the phone to other hotel and let customer have trouble?Also, I found $10 on the floor with big balls of the dust, the other customer leave tip but apparently house keeper didn't vacuum well. Refrigerator wasn't working good so I put my baby's milk in the ice ball and put that in the refrigerator. Waters leak on the bathroom ceiling while I wash my baby; it wasn't easy to wash baby or myself. Good thing was I didn't get Flea.I complaint to the hotel and they supposed to reply my complaint email till last week, but they never reply and gave me any notice. I think company doesn't care or doesn't think this is serious problem. I thought training employee and clean the hotel rooms are the most important to care the hotel.Desired Settlement: Before I arrive the hotel which is after the horrible confirm of my hotel reservation, I try to cancel it but hotel policy is customers can cancel it but can't refund any of money. So I was stayed at horrible service and dirty hotel. I would like hotel change the policy and refund my money.

Business

Response:

In an effort to ensure that ALL guests have a clean and comfortable stay with ALL services of the highest quality I would like to take this opportunity to address the issue that has been reported. [redacted] had contacted our hotel to inquire about her existing reservation with us. In the process of attempting to assist [redacted] there were some challenges in understanding how exactly it was that we can assist her as she did not speak clear English. I witnessed the hotel employee [redacted] go above and beyond in a polite and helpful manner while trying to assist [redacted] in decifering what it was she was requesting. [redacted] was unable to locate [redacted]s reservation as he was not able to understand her CLEARLY. In a further attempt to assist the guest, [redacted] explained that there is another hotel with the same name within just a few miles. There have been many instances where guests get the two hotels mixed up. [redacted] explained this t o [redacted] and politely transferred her to the other property to try to help her find her reservation. The employee that [redacted] spoke with at the other property was unfortunately very rude and unhelpful and forwarded her back to us. I personally met [redacted] when she arrived at the hotel and was barely able to make out what she was trying to express due to her heavy accent. Every attempt to satisfy the guest was made but unfortunately fell short due to the communication challenges. In terms of why this reservation was not able to be canceled by us is due to it being booked through a 3rd party website in which we have NO control of its booking and/or cancelation policies. This information is typically provided from the business to the consumer before booking. We would of been more than happy to cancel [redacted]s reservation if she chose not to stay with us. In addition, none of the reported complaints concering cleanliness or properly operating equipment were bro ught to the attention of any employee or member of the management team as any and all issues would have been adressed immediately. Furthermore, in the spirit of hospitality an apology letter was sent directly to the guest since the attempts of having a dialogue had failed. At this point we are dissapointed that [redacted] did not have a pleasant experience but feel that every attempt was made in trying to do so.

Business

Response:

This is our 2nd response regarding this case. At this point we have gone ahead given the guest a full refund to resolve this matter.

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,

Let just start by saying after checking into this hotel my debit card was compromised. I called NYPD to complete a fraud report; they seem to be great friends with the hotel staff. I was told by the police officer that they cannot take a fraud reports. I call his supervisor only to find out that he should have taken that report (lazy and shady). Spoke to the [redacted], who was extremely rude and became very defensive. Police officers were called several times to this hotel by different individuals. Neighborhood is unsafe with people smoking Marijuana inside/ outside of the building. Housekeeping staff brought children to work on Saturday morning, woke up to children running through the halls with the house keeping staff screaming trying to get them to say in one location. Shower curtain was disgusting.....the smell of Urine was overwhelming.