The Garden City Hotel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Please be advised that I was not aware of their policy. The event coordinator told us we could reserve the room and she never stated any policy or regulations. The miscommunication is the unprofessionalism of the Garden City Hotel Staff. If the *** did not feel that her staff was unprofessionalWhy did she call me and wanted to apologize. I was never informed of their policy until the date of the event and two hours after payment was made. I hereby reject their response in its entirety. The waiver they had me signed was not a contract. I would like a full refund in reference to this matter. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Tell us why here...*** *** inquired about space to hold a Sweet Sixteen party for her daughter. She was shown Meeting/Event rooms by a hotel representative but instead decided to book a Penthouse Suite for the event despite being advised that Hotel policy does not permit occupancy over a
certain number in such rooms. In addition, she was also advised that outside food and beverage catering is not allowed in the rooms, as the hotel has its own in-house food and beverage outlets which service these rooms. After being advised of these stipulations, *** *** signed a contract booking the room. In addition, *** *** also signed a room clause accepting responsibility for any damage to the room incurred during the party.On the day of the event, despite the above, outside food and beverage catering services arrived at the hotel to set up for the event. As it was the day of her daughter's Sweet Sixteen, and out of consideration for her, the hotel made an exception and allowed the outside caterers access to the room to set up.Following that, an extremely large number of guests began arriving for the party. Again, as it was the day of the party, guests were allowed up to the room. *** *** was advised that, in consideration for other guests of the hotel, noise level must be kept to a minimum.The staff was professional and respectful to *** *** and her guests throughout the event, despite her rude and belligerent treatment toward them throughout the evening.In addition., The Garden City Hotel services hundreds of thousands of guests each year and there are no additional claims filed from guests disputing the professionalism, courtesy and extremely high level of service afforded to them by the hotel during each stay.Based upon the above, The Garden City Hotel does not agree to *** ***' desired settlement

Tell us why here...The Garden City Hotel maintains its position on this matter, as stated in the response of April 20, 2015.The Hotel made numerous exceptions to guest room use policy for this guest who had conscientiously disregarded the stated policy.  In addition, the staff was extremely professional and respectful toward [redacted] and her guests during the event, despite her combative and confrontational treatment toward them throughout the evening.It should be recognized that The Garden City Hotel consistently maintains its 140 year reputation for impeccable service and annually has the privilege of hosting over two hundred thousand guests.  Additionally, it should be noted that there has not been any claims on file from guests disputing the professionalism, courtesy and extremely high level of service always extended to them by the staff;  in fact guests are regularly extremely complimentary about their visits to the Hotel.Based upon the above, The Garden City Hotel does not agree to [redacted]' desired settlement of a full 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 am in receipt and review of the response from Garden CityHotel.  Please see the attached affidavitof [redacted]r, my ex-husband.  OnJanuary *, 2015, we met with [redacted].  [redacted] never showed us any banquet hallsor meeting rooms.  She showed us thepenthouse suite with the attaching room. She said we did not need a contract and that we can reserve the room.  At that time, she never said anything aboutany rules or regulations.  She said wecan have outside food delivered.  Theroom was reserved.  Please be advised, that on April **, 2015, I made two callsto the Garden City Hotel and spoke to [redacted] and [redacted] in Reservations .  I asked them if outside food was allowed inthe hotel.  They both replied yes.  [redacted] went on to state that there are French,Belgium, and Chinese food restaurants in the area that will deliver.  So much for the prohibition of outsidecatering.Also please be advised, that I was not given the contractuntil 4:45 pm when I was exiting the hotel. The contract waiver was not given to me upon payment, it was given to meto sign by [redacted] at 4:45 pm.  Also please be advised when I checked in at 3:00 pm.  I was assigned the wrong room.  Please see attached key card.  Also please be advised that at about 10:00pm, I tried to cut on the fireplace no batteries was in the remote.  I paid well over $2000 for these tworooms.  The heat was not working and forthe batteries not to be in the remote is just totally unacceptable.  Please also be advised that there was a total of 9 girlsincluding my daughter and 3 adults.  Sothere was no a lot of people.  If therewas a lot of people, why don’t they have a noise complaint or why didn’t someonecome to the door and give warning.Please be further advised, attached please find telephonerecords.  Two calls was made to theGarden City Hotel the day of the event. Wherein, I spoke to a young lady who advised that outside food wasallowed.  The other phone call was with[redacted].  [redacted] was veryaggressive and unprofessional.  Whereinhe stated if he hears any noise or gets complaint he will shut the room downand we would have to vacate the premises.Attached to this response is several attachments: Receipt of paymentPhone recordsAffidavit of [redacted]The menus and folder that was given to us onJanuary *, 2015.  Wherein [redacted] statedthat we could use the Polo lounge or bring in our own food. The remote with no batteriesThe key card given the wrong room number.  Went up to that room and it was not evenready.  Had to go back down stairs andtell them of the error.   As you can seeon the attachment the room number was crossed out.  I was then given the correct number[redacted]’s business card.  Back and front.The waiver of the room that was given to me at4:45If I would have beenmade aware of the rules about the hotel I would have went with my originalplans, [redacted].  My ex-husband,  my daughter, and myself was sold on the factthat [redacted] said we were allowed outside food and that we can have as manypeople as we wanted.  On January *, 2015,I never received a contract from [redacted] or the Garden City Hotel.  Nor was I given a contract when I checkedin.  I was only given a waiver at 4:45pm.  If I was given a contract, why hasn’tthe Garden City Hotel produced same. The staff of Garden City Hotel was very unprofessional innature.  The [redacted]telephoned me to apologize.  That isclearly not enough.  Then the response isfull of lies.  I have two adults that waswith me at the time the waiver was given to me to sign.  Vicarious liability is where the employer isresponsible for the acts of their employees. It is not my fault that the [redacted] did not properlytrain her staff.  I have severalattachments that shows the unprofessionalism of this organization.  Why would they let me reserve the room ifthey had all of these rules.  Theorganization is professional in its entirety. At this time, I am requesting a full refund.  [redacted]]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: On January * 2015, my ex-husband, [redacted], our daughter, [redacted], and myself, met [redacted], [redacted] at the Garden City Hotel in regard to planning an event for my daughter. I met with [redacted] on the second floor right upstairs from the front desk. I explained to the event planner that I wanted to plan a Sweet Sixteen Slumber party with ten girls in the penthouse suite. [redacted] advised that we can have the event there and all we had to do was make the reservation. She also advised that we can bring outside food or we could use the food in the Polo Lounge and she gave me a folder with menus in it.

I explained to [redacted] that the choices was either the Garden City Hotel, [redacted] or the London NYC. Your event planner advised that I can have as many people as I wanted to and I didn't have to use the food that the Garden City Hotel provided. She advised that this was a good idea and that she wished she could have thought of that idea when she was 16. She then took me downstairs where I was taken to the penthouse floor. I was showed a penthouse suite and an attaching room that had two beds. I decided that I wanted that set up. I made my reservations on that date for a penthouse with an attaching room. I was told that it was a total of $1870 with tax. I said no problem.

On Monday, February **, 2015, I came down to make sure that everything was okay with the reservation. The bailsman took me up to the [redacted] floor and showed me the room that I had on reserved. The problem was that the attaching room had a kings size bed instead of two beds. This attaching room was on the right of the penthouse suite. The bailsman stated that [redacted] stayed in that same room. So when I went downstairs to change the room, the front desk clerk advised me that you can not have a party in the room and that I could only have four people in the room. We was never told that the day we sat down with your event planner. I explained to him that I spoke to an event planner and she said I can have the slumber party. So he changed the room to a two bed room attaching the penthouse suite.

On February [redacted] 2015, I came in and paid for the room. I was given the wrong information about the room. Please see attached card where it says room [redacted] and [redacted]. I went to room [redacted] and a maintenance guy followed me up there. I tried to open the door with the key it didn't work. The maintenance guy told me what are you doing this room isn't ready and opened the door with his key. I went back downstairs and the front desk guy said he made a mistake. The correct room # was 910. My daughter and her friend were bringing in decorations and sodas. They was told that they could not bring food in to the room. They were advised by the front [redacted] that they had to use the food downstairs provided by the Garden City Hotel. My daughter called me and I called the hotel. I asked for the [redacted] but they the [redacted] had went to a meeting. I was advised by the representative on the telephone that I could bring in outside food. Then the front desk [redacted], [redacted] told my daughter that we could not have a party there and they would have to sign a waiver. I called the front desk and spoke to [redacted]. [redacted] told me that we could not have a party in the room, and if there was any noise being made we would have to leave. I advised him that this was harassment and I would sue. He raised his voice on the telephone and told me if he heard any noise after three complaints he would come and shut the room down. He also said we would have to leave. He also advised that the law was that only 4 people to a room. His tone on the phone was unprofessional, loud, and absurd. This telephone call took place between 4-5 pm. When I came back to the hotel, [redacted] asked me to sign the waiver in regard to having a party and noise. Please see the attached waiver. The slumber party started at 6:30 pm.

We turned on the heat. The heat would come up and then switch back to the cold. We called for the maintenance man several times. Tried to cut the fireplace, my girlfriend notice that there was no batteries in the remote control to operate the fireplace. The maintenance man came up after 10:30 and put batteries in the remote control, please see attached picture of same. The room went from hot to cold. The room was very cold. We only had ten girls. We had to call the maintenance to the room in the morning. We all left the hotels with colds.

The total payment of for the penthouse suite and the attaching room was $2017.40. I paid in cash. I find the actions of the two front [redacted]s to be harassing and discriminatory. Did [redacted] and her entourage have to sign the attached waiver. Trust and believe [redacted] travels with an entourage of 10 or more. Did anyone else on the penthouse floor have to sign the attached waiver.

On Wednesday, April *, 2015, I received a call from the [redacted], [redacted] . I discussed the issues and she advised that no one could have told me that I could have as many people as I wanted. She also advised that I could not have outside food. What if I was Jewish? Do you mean to tell me that I could not bring outside food from a Kosher Deli inside the hotel. I also advised her that [redacted] who is a rap star. She has an entourage with over 10 people. Did she have to sign the waiver form that I signed? She told me all guest information was private. I was not asking about her personal information, I was asking if she signed the waiver or not. [redacted] was adamant that NO one advised me that I could have the event at the hotel. She said there are laws on how many people in a room. At that time, I could not find the card of the coordinator. The telephone conversation turned into a yelling match. I asked [redacted] what was she offering, once again she said an apology. When I got off the phone with her, I looked in my wallet and found the card of [redacted], [redacted], [redacted] telephone number ###-###-####. The [redacted] also informed me that anyone who reserved and paid for the penthouse suite had to sign a waiver. I asked her what was she offering she said an apology. I advised that I paid a little over $2000 and all you are going to give me was an apology for the unprofessional behavior of your staff. The [redacted], [redacted] was rude and unprofessional.Desired Settlement: I would like a refund in the amount of $2017.40.

Business

Response:

Tell us why here...[redacted] inquired about space to hold a Sweet Sixteen party for her daughter. She was shown Meeting/Event rooms by a hotel representative but instead decided to book a Penthouse Suite for the event despite being advised that Hotel policy does not permit occupancy over a certain number in such rooms. In addition, she was also advised that outside food and beverage catering is not allowed in the rooms, as the hotel has its own in-house food and beverage outlets which service these rooms. After being advised of these stipulations, [redacted] signed a contract booking the room. In addition, [redacted] also signed a room clause accepting responsibility for any damage to the room incurred during the party.On the day of the event, despite the above, outside food and beverage catering services arrived at the hotel to set up for the event. As it was the day of her daughter's Sweet Sixteen, and out of consideration for her, the hotel made an exception and allowed the outside caterers access to the room to set up.Following that, an extremely large number of guests began arriving for the party. Again, as it was the day of the party, guests were allowed up to the room. [redacted] was advised that, in consideration for other guests of the hotel, noise level must be kept to a minimum.The staff was professional and respectful to [redacted] and her guests throughout the event, despite her rude and belligerent treatment toward them throughout the evening.In addition., The Garden City Hotel services hundreds of thousands of guests each year and there are no additional claims filed from guests disputing the professionalism, courtesy and extremely high level of service afforded to them by the hotel during each stay.Based upon the above, The Garden City Hotel does not agree to [redacted]' desired settlement.

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 am in receipt and review of the response from Garden CityHotel. Please see the attached affidavitof [redacted]r, my ex-husband. OnJanuary *, 2015, we met with [redacted]. [redacted] never showed us any banquet hallsor meeting rooms. She showed us thepenthouse suite with the attaching room. She said we did not need a contract and that we can reserve the room. At that time, she never said anything aboutany rules or regulations. She said wecan have outside food delivered. Theroom was reserved. Please be advised, that on April **, 2015, I made two callsto the Garden City Hotel and spoke to [redacted] and [redacted] in Reservations . I asked them if outside food was allowed inthe hotel. They both replied yes. [redacted] went on to state that there are French,Belgium, and Chinese food restaurants in the area that will deliver. So much for the prohibition of outsidecatering.Also please be advised, that I was not given the contractuntil 4:45 pm when I was exiting the hotel. The contract waiver was not given to me upon payment, it was given to meto sign by [redacted] at 4:45 pm. Also please be advised when I checked in at 3:00 pm. I was assigned the wrong room. Please see attached key card. Also please be advised that at about 10:00pm, I tried to cut on the fireplace no batteries was in the remote. I paid well over $2000 for these tworooms. The heat was not working and forthe batteries not to be in the remote is just totally unacceptable. Please also be advised that there was a total of 9 girlsincluding my daughter and 3 adults. Sothere was no a lot of people. If therewas a lot of people, why don’t they have a noise complaint or why didn’t someonecome to the door and give warning.Please be further advised, attached please find telephonerecords. Two calls was made to theGarden City Hotel the day of the event. Wherein, I spoke to a young lady who advised that outside food wasallowed. The other phone call was with[redacted]. [redacted] was veryaggressive and unprofessional. Whereinhe stated if he hears any noise or gets complaint he will shut the room downand we would have to vacate the premises.Attached to this response is several attachments: Receipt of paymentPhone recordsAffidavit of [redacted]The menus and folder that was given to us onJanuary *, 2015. Wherein [redacted] statedthat we could use the Polo lounge or bring in our own food. The remote with no batteriesThe key card given the wrong room number. Went up to that room and it was not evenready. Had to go back down stairs andtell them of the error. As you can seeon the attachment the room number was crossed out. I was then given the correct number[redacted]’s business card. Back and front.The waiver of the room that was given to me at4:45If I would have beenmade aware of the rules about the hotel I would have went with my originalplans, [redacted]. My ex-husband, my daughter, and myself was sold on the factthat [redacted] said we were allowed outside food and that we can have as manypeople as we wanted. On January *, 2015,I never received a contract from [redacted] or the Garden City Hotel. Nor was I given a contract when I checkedin. I was only given a waiver at 4:45pm. If I was given a contract, why hasn’tthe Garden City Hotel produced same. The staff of Garden City Hotel was very unprofessional innature. The [redacted]telephoned me to apologize. That isclearly not enough. Then the response isfull of lies. I have two adults that waswith me at the time the waiver was given to me to sign. Vicarious liability is where the employer isresponsible for the acts of their employees. It is not my fault that the [redacted] did not properlytrain her staff. I have severalattachments that shows the unprofessionalism of this organization. Why would they let me reserve the room ifthey had all of these rules. Theorganization is professional in its entirety. At this time, I am requesting a full refund. [redacted]]

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

Sincerely,

Business

Response:

Tell us why here...The Garden City Hotel maintains its position on this matter, as stated in the response of April 20, 2015.The Hotel made numerous exceptions to guest room use policy for this guest who had conscientiously disregarded the stated policy. In addition, the staff was extremely professional and respectful toward [redacted] and her guests during the event, despite her combative and confrontational treatment toward them throughout the evening.It should be recognized that The Garden City Hotel consistently maintains its 140 year reputation for impeccable service and annually has the privilege of hosting over two hundred thousand guests. Additionally, it should be noted that there has not been any claims on file from guests disputing the professionalism, courtesy and extremely high level of service always extended to them by the staff; in fact guests are regularly extremely complimentary about their visits to the Hotel.Based upon the above, The Garden City Hotel does not agree to [redacted]' desired settlement of a full refund.

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:

[Please be advised that I was not aware of their policy. The event coordinator told us we could reserve the room and she never stated any policy or regulations. The miscommunication is the unprofessionalism of the Garden City Hotel Staff. If the [redacted] did not feel that her staff was unprofessional. Why did she call me and wanted to apologize. I was never informed of their policy until the date of the event and two hours after payment was made. I hereby reject their response in its entirety. The waiver they had me signed was not a contract. I would like a full refund in reference to this matter. ]

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

Sincerely,