As previously noted upon review of the reservation there are NO comments regarding the guest was not satisfied with the resolutionBased on the photos and to show good faith we will give 100% off for the night but the guest will still be responsible for the 2nd nightIf they left they informed no one and was billed accordinglyOur apologies that is the best resolution
As previously stated this reservation for [redacted] 4/**-/4/ [redacted] was booked through a 3rd party websiteThe contractual agreement between the guest and the agent [redacted] states it is non refundable and non cancellableThe Pennsylvania Hotel would not agree to canceling a reservation of this kind without at the very least consulting [redacted] Usually the only action that would allow to cancel is the proof of an immediate death in the family or an Act of GodWe apologize but we stand firm with our decision which is legal and binding by the contract agreementI have attached a screen shot of our reservation that shows in the upper right hand corner the booking agent
From the manager involved: Hello, Guest had two reservations with us, she was initially assigned to a smoking room on the 7th floor, guest claimed that the rooms assigned were inhabitable, guest wanted to check out of the hotel To accommodate I changed guest room but she was still not impress with the second room assignedThis was a sold out night in the entire city, guest still wanted to cancel her reservationShe was advised that since the entire city was sold out, that a better option might be staying for one night since we are charging for that night anyway and the rest of the nights will be refundedThis is the agreement and was noted on guest profile noteThe booking company is responsible for crediting guest for the other two nights.Thanks,Kayode
The guest booked through a 3rd party as they clearly statedAll guests must leave an incidental deposit at check in as is the general rule of all hotel in New York and most of the worldHotels must be able to cover for any damages or charges guest may incur during their stay outside their room and tax chargeThe 3rd party clearly knows this and should be stated on their website however that is the responsibility of the 3rd party as our contracts with them clearly states thisWe apologize but followed our policy rules and will not be offering any refund
Our apologies regarding the guest complaintOur files show the guest checked out on the [redacted] at 10:amIf the guest was unhappy with the room and somehow left prior they did not inform usHotel policy expects a guest with a claim or concern to report it the front desk at which time they will either try to fix the problem or offer the guest a room moveIf a guest does not allow the hotel the opportunity to amend the issue the hotel cannot be expected to refund after the factWe are sorry but no adjustments will be made
Revdex.com: 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: This gentlemen claims that the hotel had additional rooms that we could have been moved to However, Lauren, who was working the front desk that weekend told me they were sold out due to the holiday weekend Also, if they had additional rooms, why wasn't I given the room that I booked months prior? I had gone to the desk to report that we had no hot water in our faucet, I was told someone would be right up Nobody ever came, I again went back down and asked to be moved Not only because of the hot water issue but because of the mold in the shower, the dirt in the room and the hole in the wall I was told there were no available rooms This discrepancy in this man's response and the hotel staff that were actually present during our visit is proof that this hotel does not have proper training for their staff and cannot accommodate the guests that they book Upon checkout I spoke with Sherry at the front desk She asked me to tell her my complaints and she would tell the Manager on duty and send her out I told her everything and when the Manager came out, I had to relay the entire weekend again? This is such poor customer service This hotel was at least a minute wait every time we went to the front desk, including check in because of the amount of people The Manager did not ask if I was satisfied with her one night of compensation offer and simply told me that she was going to adjust my bill for one night and once she did, she walked away from the desk Being that we had already waited and needed to get back home, I left with my family and contacted my attorney the next day He advised me to try and resolve the issue with the hotel I first sent an email that was rejected I then called and spoke to Lauren, she agreed with my claim and told me she would speak to the Manager and call me back, she never did I called back three days later and was told that Lauren was just coming into her shift and would call me back, again, she did not My attorney told me to contact the Revdex.com for resolution and if we still do not resolve, we would pursue further with the Board of Health I have pictures of the room if the Bureau would like proof of the conditions that we were forced to stay in In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
The majority of the rooms were cancelled the balance will be refunded to the credit card on file today Please contact me with any questions @ ###-###-#### or [redacted] RegardsGene N [redacted]
Revdex.com: 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, [redacted]
We apologize for your dissatisfaction with the roomHowever as explained in prior responses there were no records of any complaints made noted on your reservation, nor upon check out eitherGuests must make the issues know while in house in order to give the hotel a fair opportunity to resolve the complaintUnfortunately after check out this does not afford us that option nor does it allow ample reasoning for a refund
Revdex.com: 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: Revdex.com: I reject the Hotels responseThe response given by the hotel is extremely unclearI would like a full refund for the night I was charged forThe first room I was given was infested with roaches as you can see from the attached videoI was offered a second room which I was told by management if at any time I felt uncomfortable staying in I was eligible for a full refundWhen I returned to the manager to get a refund and check out I was told it was to lateI booked to stay in this hotel because it was right across from the MSG where I had very expensive tickets to see the basketball gameI placed my things in the second room and rushed to the game, when I returned I found the same issue I had with the first room and at that point it was time for me to leaveIf I was able to check out right there and then when I found the terrible conditions of the room I would haveUnfortunately because I would have missed the game in doing so I took the second roomI would like a full refund, I spent a total of hours checked in this hotel half in which I was trying to situate my second room and then attended the gameLike I mentioned I found the same condition when I returned so I checked out of the hotel and did not spend the nightI paid to stay at Westhouse Hotel and would have never spent more money to stay somewhere else unless I absolutely felt the needThe condition in which this hotel is being kept is appalling, as a manager you should be ashamed to even fight for a refund when you are well aware of the issuePlease view the video and countless pictures online of the terrible conditionAll of this is documented in your system as wellI don't wish to drag this outPlease accept the facts at hand; your hotel is falsely being advertised online, you have terrible conditions in this hotel, and lastly I did not stay the full night[redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Upon review of this reservation we do not see any notes of guest complaints of any of the above mentioned concernsThe guest bases his claim on the fact that he booked specifically a non-smoking roomThis unfortunately is only a request an no where do we state we guarantee non-smoking roomsThis would also apply for guests that DO request smoking as wellWhile we always try to accommodate requests we cannot ever guaranteeWe do apologize for the inconvenience
Guest cannot assume all rooms would have flies flying around in the room just because she claims one didWe inspected the room right after the guest left and there was nothing flying around at allGuest refused room move and left with colleagueWe will not be able to refund, our apologies
We do apologize for the inconvenienceIt appears part of the $was in fact incorrectly billedYou were mistakenly charged the full facility fee rate of $which should have been $An adjustment of $has been applied to your credit cardThe balance of $is for the early check in fee that was $plus taxPeter G [redacted] Director of Front Office
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Many thanks for your help,Sincerely, [redacted] ***
We apologize that the guest was unhappy with stay however the guest was told they would be responsible for the night as this was a nonrefundable room and offered another roomAlso long lines are common in hotels with over hundred rooms and does not constitute grounds for a refund
Dear [redacted] , Our apologies for the inconveniencesWe will adjust add'l$for night stay $-$= $
As previously noted upon review of the reservation there are NO comments regarding the guest was not satisfied with the resolutionBased on the photos and to show good faith we will give 100% off for the night but the guest will still be responsible for the 2nd nightIf they left they informed no one and was billed accordinglyOur apologies that is the best resolution
As previously stated this reservation for [redacted] 4/**-/4/ [redacted] was booked through a 3rd party websiteThe contractual agreement between the guest and the agent [redacted] states it is non refundable and non cancellableThe Pennsylvania Hotel would not agree to canceling a reservation of this kind without at the very least consulting [redacted] Usually the only action that would allow to cancel is the proof of an immediate death in the family or an Act of GodWe apologize but we stand firm with our decision which is legal and binding by the contract agreementI have attached a screen shot of our reservation that shows in the upper right hand corner the booking agent
From the manager involved: Hello, Guest had two reservations with us, she was initially assigned to a smoking room on the 7th floor, guest claimed that the rooms assigned were inhabitable, guest wanted to check out of the hotel To accommodate I changed guest room but she was still not impress with the second room assignedThis was a sold out night in the entire city, guest still wanted to cancel her reservationShe was advised that since the entire city was sold out, that a better option might be staying for one night since we are charging for that night anyway and the rest of the nights will be refundedThis is the agreement and was noted on guest profile noteThe booking company is responsible for crediting guest for the other two nights.Thanks,Kayode
The guest booked through a 3rd party as they clearly statedAll guests must leave an incidental deposit at check in as is the general rule of all hotel in New York and most of the worldHotels must be able to cover for any damages or charges guest may incur during their stay outside their room and tax chargeThe 3rd party clearly knows this and should be stated on their website however that is the responsibility of the 3rd party as our contracts with them clearly states thisWe apologize but followed our policy rules and will not be offering any refund
This claim was resolved 12/*/directly with the client
Our apologies regarding the guest complaintOur files show the guest checked out on the [redacted] at 10:amIf the guest was unhappy with the room and somehow left prior they did not inform usHotel policy expects a guest with a claim or concern to report it the front desk at which time they will either try to fix the problem or offer the guest a room moveIf a guest does not allow the hotel the opportunity to amend the issue the hotel cannot be expected to refund after the factWe are sorry but no adjustments will be made
Revdex.com: 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: This gentlemen claims that the hotel had additional rooms that we could have been moved to However, Lauren, who was working the front desk that weekend told me they were sold out due to the holiday weekend Also, if they had additional rooms, why wasn't I given the room that I booked months prior? I had gone to the desk to report that we had no hot water in our faucet, I was told someone would be right up Nobody ever came, I again went back down and asked to be moved Not only because of the hot water issue but because of the mold in the shower, the dirt in the room and the hole in the wall I was told there were no available rooms This discrepancy in this man's response and the hotel staff that were actually present during our visit is proof that this hotel does not have proper training for their staff and cannot accommodate the guests that they book Upon checkout I spoke with Sherry at the front desk She asked me to tell her my complaints and she would tell the Manager on duty and send her out I told her everything and when the Manager came out, I had to relay the entire weekend again? This is such poor customer service This hotel was at least a minute wait every time we went to the front desk, including check in because of the amount of people The Manager did not ask if I was satisfied with her one night of compensation offer and simply told me that she was going to adjust my bill for one night and once she did, she walked away from the desk Being that we had already waited and needed to get back home, I left with my family and contacted my attorney the next day He advised me to try and resolve the issue with the hotel I first sent an email that was rejected I then called and spoke to Lauren, she agreed with my claim and told me she would speak to the Manager and call me back, she never did I called back three days later and was told that Lauren was just coming into her shift and would call me back, again, she did not My attorney told me to contact the Revdex.com for resolution and if we still do not resolve, we would pursue further with the Board of Health I have pictures of the room if the Bureau would like proof of the conditions that we were forced to stay in In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Please reach out to anyone in our accounting department###-###-#### Ext***
The majority of the rooms were cancelled the balance will be refunded to the credit card on file today Please contact me with any questions @ ###-###-#### or [redacted] RegardsGene N [redacted]
Revdex.com: 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, [redacted]
Revdex.com:At this time, I have not been contacted by New York's Hotel Pennsylvania regarding complaint ID [redacted] .Sincerely, [redacted] ***
We apologize for your dissatisfaction with the roomHowever as explained in prior responses there were no records of any complaints made noted on your reservation, nor upon check out eitherGuests must make the issues know while in house in order to give the hotel a fair opportunity to resolve the complaintUnfortunately after check out this does not afford us that option nor does it allow ample reasoning for a refund
Revdex.com: 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: Revdex.com: I reject the Hotels responseThe response given by the hotel is extremely unclearI would like a full refund for the night I was charged forThe first room I was given was infested with roaches as you can see from the attached videoI was offered a second room which I was told by management if at any time I felt uncomfortable staying in I was eligible for a full refundWhen I returned to the manager to get a refund and check out I was told it was to lateI booked to stay in this hotel because it was right across from the MSG where I had very expensive tickets to see the basketball gameI placed my things in the second room and rushed to the game, when I returned I found the same issue I had with the first room and at that point it was time for me to leaveIf I was able to check out right there and then when I found the terrible conditions of the room I would haveUnfortunately because I would have missed the game in doing so I took the second roomI would like a full refund, I spent a total of hours checked in this hotel half in which I was trying to situate my second room and then attended the gameLike I mentioned I found the same condition when I returned so I checked out of the hotel and did not spend the nightI paid to stay at Westhouse Hotel and would have never spent more money to stay somewhere else unless I absolutely felt the needThe condition in which this hotel is being kept is appalling, as a manager you should be ashamed to even fight for a refund when you are well aware of the issuePlease view the video and countless pictures online of the terrible conditionAll of this is documented in your system as wellI don't wish to drag this outPlease accept the facts at hand; your hotel is falsely being advertised online, you have terrible conditions in this hotel, and lastly I did not stay the full night[redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Upon review of this reservation we do not see any notes of guest complaints of any of the above mentioned concernsThe guest bases his claim on the fact that he booked specifically a non-smoking roomThis unfortunately is only a request an no where do we state we guarantee non-smoking roomsThis would also apply for guests that DO request smoking as wellWhile we always try to accommodate requests we cannot ever guaranteeWe do apologize for the inconvenience
Guest cannot assume all rooms would have flies flying around in the room just because she claims one didWe inspected the room right after the guest left and there was nothing flying around at allGuest refused room move and left with colleagueWe will not be able to refund, our apologies
We do apologize for the inconvenienceIt appears part of the $was in fact incorrectly billedYou were mistakenly charged the full facility fee rate of $which should have been $An adjustment of $has been applied to your credit cardThe balance of $is for the early check in fee that was $plus taxPeter G [redacted] Director of Front Office
RevDex.com: 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. Many thanks for your help,Sincerely, [redacted] ***
Revdex.com:At this time, I have not been contacted by New York's Hotel Pennsylvania regarding complaint ID ***. Sincerely,*** ***
We apologize that the guest was unhappy with stay however the guest was told they would be responsible for the night as this was a nonrefundable room and offered another roomAlso long lines are common in hotels with over hundred rooms and does not constitute grounds for a refund