The Gracie Inn

Revdex.com:At this time, I have not been contacted by Gracie Inn B&B regarding complaint ID [redacted]. Our room That we paid for but not stayed in because of poor safety for our children, Was rent out twice during this time. Gracie Inn therefor earned double fees, this must be illegal, how can a small business double charge tourists in this way? We were passing by the B&B Every other day and we have photage off other guests Staying in the room That we paid for but not stayed in. How can this be, What if we of a Sudden Wanted to come back? wich we never planned, but theoretically? Nothing With Gracie Inn Was operated professionally. We want our money back.  Sincerely,[redacted]

I called [redacted] on June [redacted] to help me cancel my reservation with Gracie Inn.

My daughter and I stayed at Gracie Inn on June [redacted]. The minute we arrived in front of the

Inn, we already got the impression it wasn’t what we expected from website. The building was a bit rundown. We couldn’t even open the door. I had to call to tell the manager we were waiting outside. When we entered, the hallway was shabby. We got our key and we were given the password for Wi-Fi connection. As soon as we entered the room, my 17 year old daughter tried the Wi-Fi connection. It wouldn’t connect. We tried to turn on the TV, it wasn’t working or maybe we just didn’t know how to operate it. There wasn’t any instruction on how to use the TV! The refrigerator wasn’t working as well. The manager left at 5 pm and there wasn’t anybody to help us. I paid $254.81 for that evening. My daughter was so upset that she started looking for another place to stay when we returned to NY on June [redacted].

The following day, June [redacted], we left at 9 am informing the person at the office about the problem with Wi-Fi, TV and refrigerator. He said he would inform the manager. Later in the afternoon, when we got to Boston, I called Gracie Inn. The same person I spoke to in the morning was the one who answered the phone. I told him that I’d like to cancel my reservation for June [redacted] and June[redacted]. He said he would give the message to the manager. I also called Booking.com to inform them about my decision. That evening, I contacted [redacted] and spoke to Joshua who helped me set up a dispute on the charges for June [redacted] and [redacted].

The Gracie Inn we saw on June [redacted] was not exactly what we expected from the website. My daughter and I felt that we were duped into making a reservation and then when we wanted to cancel, we were forced to stay even though it wasn’t exactly what we expected. The website showed Wi-Fi, TV, radio, DVD, CD player, refrigerator and so on. And yet they were not in working condition. My daughter was miserable the whole night and wouldn’t not stop complaining until I agreed to change hotel. It was false advertising and other people should not be put in this position.

Review: We are tourists from Sweden. We have two small children under 4 years and one month. We made reservation for 3 weeks in april of 2015. The gracie Inn charged our card in april. We specifically asked for room on ground floor. Upon our arrival on [redacted] of July. We found out that We were given a room on third floor, with no safety locks for the Windows and great risk of Falling in stairs, wich our youngest Did. They did not have another room. So We Wanted to cancel the reservation and have our Money back. They told us that this was not possible. In addition. Our youngest daughter is [redacted] and has [redacted], and the room We were given was not safe for us and specifically our youngest with her extra need of clean and safe environment. My question is. Can They do this to us? Just treat us badly and not deliver what We have paid for? Do we have Any customer rights on our side as tourists? We want our Money back. How can We do this?? In addition the room We were given is not Even close to what the website picture shows. The reality picture and the advertising picture does not resemble eachother in any Way. IT feels like a scam.Desired Settlement: We want Money back. We paid for Thred weeks in advance however We Did not see the room. IF We were able to see the room with all safety errors We would not have choosen this. And how can someone delivery x When We asked and paid for y? This is a fantastic country with great customer service wich America should be proud of, how can it be like this? Do We have any rights at all?

Business

Response:

This guest booked their reservation through a third party reservation site called [redacted]. On this site, The Gracie Inn hotel lists our various availabilities and provides different rates for the same room. The basis of these rates is similar to how the airline industry works. The cheapest flights have very expensive “change” fees, vs. the expensive flights that allow free changes. These guests wanted to take advantage of the seriously discounted rate offered on [redacted], and therefore they chose the “non-refundable” rate, since it is approximately 10% cheaper. When booking through this website, the customer is told that cancellations for whatever reason are not refundable. So if you don’t make your trip, you still have to pay for the room. The guest confirms their understanding with [redacted] that they understand the terms and conditions before the credit card is charged.On the [redacted] website, a guest may make a particular request, such as front room, back room, high floor, low floor etc. The website is quite specific to state that requests are not guaranteed, but that the hotel will do its best to accommodate the request, based on availability. THE REQUEST IS NOT GUARANTEED and they read that when booking. Their own words state: “Dear Staff! If possible. We prefer a non-smoking studio/room with two beds, on ground floor and in the more quiet area of the BnB, we have small children. Sincerely, Onneby Family” Their own words state “If possible” and we did acknowledge this request the next day even though they know this might have not been a possibility. This guest arrived and was given a room on the third floor (there is an elevator). They were unhappy with that room and they were moved to a ground floor room the following day. We listened to them and we helped them.Regarding her child falling down the stairs, the doors to the hotel rooms have locks on them. The child fell down the stairs, because the mother left the child unattended in the room and went out. (interestingly, she forgets to mention this) This is not the fault of the hotel, but one of the mother. Thankfully, the child was not hurt and the mother acknowledged to the manager her error at the time because she left the child unattended. How can she honestly fault the hotel for it not being safe because we have a carpeted staircase?Our hotel is clean and safe. We have not had any robberies or thefts. We are a small BNB, located in a top neighborhood on the Upper East Side of Manhattan. This woman’s child did not have any allergic reactions to our hotel. We have two cleaning staff people on site and the room is cleaned daily, as in most hotels. The outlets in the room have safety plugs so that a child cannot put its fingers in the sockets. The windows can be locked and there is air conditioning.All room photos are available on the website for the room that a person chooses. If she is claiming that the room was not the same as what was on the website, that would depend on what room she clicked on. We have very expensive penthouse rooms that cost upwards of $300/night. She didn’t pay that, but she is insinuating that the room did not match what was on the website. Once again, this is not true.We held a room for these people. They did not like it. Not everyone can like what you offer them or what they purchase. We did whatever we could to make their stay comfortable, but they would not have it. They are not entitled to a 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:

This is our side of the story. And excuse my poor English spelling and vocabulary. I will try to do my best.In April 2015 I made a reservation via [redacted] claim to be a serious website, With good hotels/hostels. Therefore, I assumed hostels listed through this third party to be somewhat serious reliable and professional. Maybe ignorant on My part, but there must be some business ethics and general business laws that define What we as customers can expect from listed hotels on a well known and established website. First of all, prior to payment I did read about the non-refund policy, therefor I called the B&B directly, to clear things out. Hence, it is stated that if you make a reservation directly with the B&B payments are refundable. The lady that I spoke with, insured me that "do not worry, everything will work out fine, if you are not satisfied". The reason why I was very careful and read all the transcripts and made sure that we were not going to be fooled is this, 5000 US $. It is a lot of money, when you book hostel or hotel outside the common and well known chains. (I can enclose transcripts from my phone company, when we return to Sweden, the list will show that I called B&B more than once.)We feel that we have been fooled. The trustworthy reply from the lady made me proced the payment. Otherwise we would have chosen another place. Where we know that we are safe, and not jepardizing our health, and where we know that we can sleep in clean rooms. And where we know That we can check out if plans are changed, and have money back. In addition, there must be some legal standard for business owners (to gurantee quality upon delivery) Who are doing business With people located in another country. Otherwise the entire system of global trade Will collapse. You sell a but deliver z. No one can or Will do business in such a world. And here is our case, the B&B sold us wooden floors, terrace, nice and clean, With a kitchen, and all we got Was a dirty and unsafe room.Second of all, upon our arrival, when we checked in, (like you do in all hotels, you sign in, believing that the rooms are somewhat clean and most of all safe.) We did not have the chance to see the room, 306, however knowing this, we now understand why the young staff member stressed us to sign papers for transaction, thereafter we found out that the room was on the third floor and that the room was an unsafe environment for our children. Not only did the windows lack safety locks and unsafe electric cords hang visually within reach in the closet and other parts of the room, it was also a hygiene disaster, with old food remains and green fungus looking growing in the refigurator, human remains like hair and skin still in the bath tub, dust and insects in the kitchen cabinets. We did take photos of the dirty room, if someone is interested. And last but not least, the extremely dirty carpet on the floor is a bio-hazard. Our youngest has allergy and she started sneezing when we entered the room. (That is the first sign That she is reacting on something in her surrounding). Maybe We are overprotective as parents, however I would never Ever recommend anyone to have their children nor beloved pets in this room. When we found out this mistake of being placed on third floor, (I did before arrival specifically ask for a room on ground level, hence We have small children) the staff had left. Then my husband went out to buy water, because we were tired and thirsty after our flight, and I went to the bathroom to attend my big private need. While sitting on the toilette I hear how my oldest daughter unlock and open the front door, I shouted Stop/No! really loud, however My youngest had already fallen. Because the stairways is directly outside the room 306. My question is. How can a serious b&b manager place a family With small children in such a bad and unsafe room, With a clear consciuos? I mean. The electric cords. Lack of safety bults on door and Windows. And the dirt. And the stairwell.While My husband Was With our youngest I called the emergency number listed on the front door, I Was in panic and literally crying to the manager, begging him to help us. However, he explained That I Was disturbing him on his day off and he informed me That he Will Hung up. Which he did. Thereafter We had to check in at another hotel. The day after we walked over there to find a solution for both of us, and Almost immediately when we walked into the house My youngest started sneezing and coughing, (she does That when she reacts on things.) I asked the manager if pets are welcome at the B&B, which they are, and the manager also told me That Two cats stayed in the B&B Two weeks ago. Our daughter is super allergic to cats, and it takes up to six months to get rid of all cat hair, in a room or house. Therefor I told the manager that we are checking out, That we cannot stay there, our child is very fragile, being [redacted] and often sick, With a [redacted] and allergic to things (especially cats.) (It is important That you know, That our daughter actually had an allergic reaction, where we had to call 911 for an ambulance, she got treatment and medications at the Presbyterian Hospital on [redacted], documentation and rapport of this incident can be provided by MD Amanda K[redacted].) We want our money back. This issue has not been treated professionally. We have spent much of our precious vacation time Trying to find hotels. This whole story puts a boring shimmer over our vacation. And we tried to find a solution, where we even offered the B&B to pay for four nights at the same time as Someone else stayed in the room and thereby try to solve this in a good way for all of us. The manager Rubens immediate respons to My proposal was; "I guess that could work". I understand this response as a yes We Will refund you, the 4600 US $.It is very important to know That I, As I walked into Rubens Office That morning, turned on My cellphone recorder, so I can prove to Gracie Inn That this conversation and suggested solution took place in Rubens Office, and That Ruben, liked My solution and he promised to get back to me. Sincerely [redacted], a mother who never leaves her children alone inside a dirty and unsafe house, in a country they do not know, speaking a language they do not understand, to go outside. I would also like to comment on the safety matters and the hygiene standard of this B&B."It is really bad." Skickat från min iPhone

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Sincerely,

Consumer

Response:

At this time, I have not been contacted by Gracie Inn B&B regarding complaint ID [redacted]. Our room That we paid for but not stayed in because of poor safety for our children, Was rent out twice during this time. Gracie Inn therefor earned double fees, this must be illegal, how can a small business double charge tourists in this way? We were passing by the B&B Every other day and we have photage off other guests Staying in the room That we paid for but not stayed in. How can this be, What if we of a Sudden Wanted to come back? wich we never planned, but theoretically? Nothing With Gracie Inn Was operated professionally. We want our money back. Sincerely,[redacted]

Review: I purchased a room (reservation) for three nights at The Gracie Inn - Suite [redacted] - based on the photos and video representation made on the The Gracie Inn website. When I arrived at the hotel, I was shocked to discover that the hotel and suite I was in was nothing like what was advertised. Suite [redacted] at The Gracie Inn in New York City was beyond dirty. It was filthy! There were layers of dust and grime on the walls, floors, furniture. The bathroom was the same and looked like it had not been sanitized. The floor mat was filthy and had stains. The drawers, blinds and cabinets were falling apart. The phone was dirty and sticky, as was the drawer for clothing. There was human hair all over the bed, sheets, pillow cases, bathroom floor and toilet. There were stains on the pillow cases and on the bed sheets. The kitchenette was also dirty. The coffee pot still had coffee stains and stickiness on it from previous use, as did the kettle on the stove. The microwave has stains from food splatter all over the inside. The mini-refrigerator was also dirty, with stains all over the door and on the inside and it was sticky. The closet doors in on room were falling of the tracks/hinges. The door to the room did not lock, even after turning it with the key to lock it. It would appear to lock, but when turning it hard the opposite way, the door opened anyway. I photographed everything for proof, and for my records, and am willing to share it with whomever is interested. The Gracie Inn misrepresents their hotel, suite and customer service on their website. I did not stay at that hotel, fearing for my health and safety. I video recorded myself dropping of the keys in their drop box, approximately one hour after arriving, then I e-mailed The Gracie Inn to complain and to request a refund. They ignored my e-mail and never replied. I made an attempt to resolve this dispute through [redacted]., thinking they might be able to get through to The Gracie Inn. Representatives at [redacted] informed me that The Gracie Inn claims that I never complained to them. The Gracie Inn charged me for all three nights, even though I did not stay there, regardless of the complaint I e-mailed them. They have a very unreasonable no-refund policy. They charge you for the entire stay - the entire reservation - before you get to the hotel. So, when you get there, and are as horrified as I was to find filth and a misrepresented version of what you reserved, you are stuck. Before I left the hotel, shortly after checking in, I called the front desk to complain about the dirty room. The [redacted] answered and said he would send housekeeping up. That was all. I went downstairs to find a clueless housekeeper and that the hotel [redacted] closed his office 15 minutes early and left the premises......not to be seen again. Horrible hotel, horrible customer service, horrible product, horrible experience. People need to know. They stole my money. They are running a scam hotel.Desired Settlement: Refund. Or, for all potential customer to know what is going on at that hotel in hopes that they won't be in my unfortunate situation and out of a lot of money.