As previously noted upon review of the reservation there are NO comments regarding the guest was not satisfied with the resolution. Based on the photos and to show good faith we will give 100% off for the 1 night but the guest will still be responsible for the 2nd night. If they left they informed no one and was billed accordingly. Our apologies that is the best resolution.
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:
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 3 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 30 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]
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:
I was offered another room and declined because there were flies buzzing all around the bathroom when I woke up in the morning. It was unsanitary. If there are bugs in one room, then the hotel itself has an issue, not a single room. I paid for a night in a fly-infested room. I was unwilling to risk my health on another night to experience the same problem. Since the hotel room was not something anyone should have been staying in, to expect me to risk the same outcome a second time was absurd. I paid for the one night, but the hotel, since it did not live up to the expectation of a clean, sanitary place to sleep, should refund the second night.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We apologize for your dissatisfaction with the room. However as explained in prior responses there were no records of any complaints made noted on your reservation, nor upon check out either. Guests must make the issues know while in house in order to give the hotel a fair opportunity to resolve the complaint. Unfortunately 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:
I...
called you guys ansking if I cancel my resevation you would give my money back, you guys said I would definally have it, after I cancel and also had to change all my plans involving the trip to NY (including a flight from Brazil) because of a emergency, I notice that I had not gotten my money back, than I called many times to fix that and with no sucess, so I the end I end up with no money and no trip to anywhere because of you guys. I wasnt awere of the non changeble, I do was awere of non refundble, but when I called you guys told me I was fine and would have the money back, so I just trusted you!!! So now all I am asking is to get me another date somethime in may so I can go not wast the money or you guys give me my money and and I will just go and do the bussiness with someone else.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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]
The guest booked through a 3rd party as they clearly stated. All guests must leave an incidental deposit at check in as is the general rule of all hotel in New York and most of the world. Hotels must be able to cover for any damages or charges guest may incur during their stay outside their room and...
tax charge. The 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 this. We apologize but followed our policy rules and will not be offering any refund.
We have spoken with [redacted] and have amicably settled this case.Sincerely, [redacted]
As previously noted upon review of the reservation there are NO comments regarding the guest was not satisfied with the resolution. Based on the photos and to show good faith we will give 100% off for the 1 night but the guest will still be responsible for the 2nd night. If they left they informed no one and was billed accordingly. Our apologies that is the best resolution.
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:
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 3 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 30 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]
Dear [redacted], Our apologies for the inconveniences. We will adjust add'l. $70.20 for 1 night stay. $95.20 -$25 = $70.20
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:
I was offered another room and declined because there were flies buzzing all around the bathroom when I woke up in the morning. It was unsanitary. If there are bugs in one room, then the hotel itself has an issue, not a single room. I paid for a night in a fly-infested room. I was unwilling to risk my health on another night to experience the same problem. Since the hotel room was not something anyone should have been staying in, to expect me to risk the same outcome a second time was absurd. I paid for the one night, but the hotel, since it did not live up to the expectation of a clean, sanitary place to sleep, should refund the second night.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We apologize for your dissatisfaction with the room. However as explained in prior responses there were no records of any complaints made noted on your reservation, nor upon check out either. Guests must make the issues know while in house in order to give the hotel a fair opportunity to resolve the complaint. Unfortunately 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:
I...
called you guys ansking if I cancel my resevation you would give my money back, you guys said I would definally have it, after I cancel and also had to change all my plans involving the trip to NY (including a flight from Brazil) because of a emergency, I notice that I had not gotten my money back, than I called many times to fix that and with no sucess, so I the end I end up with no money and no trip to anywhere because of you guys. I wasnt awere of the non changeble, I do was awere of non refundble, but when I called you guys told me I was fine and would have the money back, so I just trusted you!!! So now all I am asking is to get me another date somethime in may so I can go not wast the money or you guys give me my money and and I will just go and do the bussiness with someone else.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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]
This claim was resolved 12/*/2015 directly with the client.
Revdex.com:At this time, I have not been contacted by New York's Hotel Pennsylvania regarding complaint ID [redacted].Sincerely,[redacted]
The guest booked through a 3rd party as they clearly stated. All guests must leave an incidental deposit at check in as is the general rule of all hotel in New York and most of the world. Hotels must be able to cover for any damages or charges guest may incur during their stay outside their room and...
tax charge. The 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 this. We apologize but followed our policy rules and will not be offering any refund.