The Hudson Hotel

Review: This Hotel first tried to charge me for Complimentary breakfast and has yet to release a Hold on my bank card for $200 for incidentals although I accrued noneDesired Settlement: I would like my Money refunded rt now! Thank you

Review: Well there were several issues to begin with this complaint. First, when we arrived July [redacted] we had an amazing experience. Everyone was very nice and very helpful. Hotel was amazing. Even given a small room upgrade since we were there celebrating our engagement. Then the issues started. When we got to our room the hallway was very hot with no air. Nothing big and we over looked it. THen the next thing to happen was that the escalator broke and remained that way for the whole 5 days there. This made the already slow elevators take longer because people had to use them more. Again, another thing we just over looked because it was our first and possibly only trip to NYC and didnt want this to ruin it and in the grand scheme of things it was not a big deal. But when you throw in the other issues it just all added up. Well July [redacted] we were getting ready to go to a Broadway play and randomly our power went out in the room as we were getting ready. Kinda makes it hard to get ready in the dark and no power. We used our cell phones and called to let someone know this happened. They said they would be right up. 30/45 min later no one showed up. So after I got ready I went to talk to them at the front desk about it while my fiancee continued to get ready. They gave us a $50 credit without us even asking. We were happy with that. Well on that Thursday night before the play, the credit card we had got declined when we tried to use it for dinner. We just figured there was some issue and we would deal with it later. It was declined again July [redacted] a couple of times. We had no idea why until we got back to the hotel Friday night at 10:45PM. We were locked out of our room and had no idea why. Long story short was that they said that the card we had supplied would not let them put the $800 on it for the room when in fact it was already charged on Wednesday. But the easy thing to do would have been to call us on our cell phone that they had on file and we could have come down and showed them proof they ran it. No, what they decided was the better thing to do was to continue to charge our credit card all different amounts several times from Wednesday when we checked in to Friday when they finally locked us out of our room. They said that on Thursday they started to get declined.. well yeah, you maxed out our credit card. THEN the the lady at the front desk said it would be no problem if they could not figure it out as to why they never had it showed it was charged on their end cause they could just get another credit card from us. Really? Why? So you can max that one out as well? I told her we would not be giving another card to them and that I wanted to speak to a [redacted] She asked if she could take my phone to show the [redacted] when it showed on our account that the charges were posted on our card as pending charges. I agreed but asked her to bring the [redacted] out with her so we could speak. 20 mins went by and we were left standing at the front desk. The lady came back and said it all had been cleared and they would give us another small credit for it. I asked yet again if I could speak with the [redacted] and she said he was to busy for us. But come to find out he walked up to the front desk 3 times while we were standing there and never said a word to us when he already knew I wanted to speak with him. Well we left it alone that night cause it was going on midnight and we wanted to get sleep. I asked again Saturday to see a [redacted] and yet again was told they were to busy to talk with us. When we returned Monday I contacted the hotel group by email on their website to file a complaint and it has been a month and still nothing from them. They made a major black eye on our New York trip and we cant even get an answer for why or an apology. Had we used our debit card we would have been wiped clean. It really hampered our trip because I was worried if we had enough money for things. New York already cost enough as it is and they made it 10million times worse. We will NEVER stay with [redacted]gain.Desired Settlement: We would like some type of refund and apology for all this. This could of ALL been prevented so easily but yet it was made to be a big mess and made us have to scale back what we could do and how we had to pay for things. Very very disappointing.

Business

Response:

Dear [redacted],

We would like to extend our congratulations on your recent engagement. We are thrilled you chose Hudson to celebrate this very memorable time of your life with us. However it upsets us to read about the circumstances and inconveniences you experienced during your stay. Please accept our sincerest apologies.

Before your arrival we extended a complimentary upgrade to assist in making this particular stay an even more enjoyable one. During your stay your room did experience a power outage which we deeply apologize for. A $50 credit was applied to your reservation immediately for the troubles you encountered while our engineering team diligently worked to restore power.

Yes, our escalators were down during your part of your stay. However after some further investigation it does appear the escalator was only down for 36 hours. We rectified the situation as smoothly and quickly as possible to be sure all Hudson guests were not inconvenienced any longer than needed to be during their stays.

Upon check in all guests are required to provide payment in full for services. I have reviewed your credit card transactions with my property and reservations team and after extensive research it appears that an authorization for the amount of $922.01(Total for entire stay and $200 for incidentals) was indeed made during your initial check in but unfortunately due to a system freeze your authorization did not appear anywhere in our system. As we were not able to see any type of authorization the next day, July [redacted], we went ahead and attempted to authorize the full amount of the stay. The credit card did however decline. With each attempt to make an authorization on your card, we continued to receive a decline. Since no authorizations were made, this resulted in locking your guestroom door. Due to the inconveniences with your billing we offered an additional $75 credit that was applied to your final bill. We were finally able to make an authorization for the full amount on the [redacted] of July which released the original authorization made at check in. I am terribly sorry that your credit card was maxed out but that was a result of the initial authorization for room and tax and not the additional attempts for authorization on your card.

[redacted], I want to thank you for choosing Hudson and although your stay was not perfect, we value your business. We would love the opportunity to make good on these shortcomings if you would consider affording us the opportunity to do so in the future. Please keep our information on file as we would like to personally oversee your reservations and offer you the most discounted rate.

Again our sincerest apologies from all of us at Hudson. Thank you for your consideration.

Regards,

Hudson Management

Review: Hudson was offering a special on there website for there 15 anniversary. Offering $15 nights and $95 nights.

On the website it shows the $95 nights still available so I call customer service to talk to a Tammy and book the room. I tell her I'm flexible and open for any dates. on a fri or Saturday. She tells me she can't see anything available in the system and keeps refreshing and will call me right back because I told her I was at work. She understood and saw the website was still offering it and would call me back within minutes so it didn't sell out on me. That was at 3:03. She never called me back so I called back at 3:22 because I was nervous they were going to sell out. What were the odds I got Tammy again and she was flustered when I said hmmm you never called me back. SO after several more minutes of being on the phone with her she said she would give me to the Special services department who could look through the dates and help me book the room. I clarified, so they will be able to see the available dates you can't? Yes! ok so I wait on hold again for several minutes (more than 10) and finally get a Reservation Manager named Lisa. Said she is the only Lisa there when I asked for an ID number or something. She starts to tell me the available dates in December and there were no available Fri/Sat at this point. I said OK I'm flexible how about November? She told me about Nov [redacted], ok confirmed that was the only one available and said ok! She than proceeded to tell me I had to go to do it online. I said that's why I have been dealing with these calls for an hour now because it wasn't working. Than here comes the best part, after all this time on the phone (an hour) with speaking with people that weren't trained on the "promotion" the company was running , she tells me it just sold out as we were on the phone. But she could get me another room and it wouldn't be for the $95. Classic bait and switch. If the employees were trained properly I would have had the room all booked in the first 10 minutes, or maybe not? Maybe this was all a bait and switch program on purpose. If they are really offering $95 room if it wasn't for poor customer service I would have booked when I first called and they were still available. How is that my fault that I have to miss the promotion. While I understand there are "black out" dates, that's not the problem here. The problem is they were supposedly available when I called. I just couldn't get anyone competent to help me book the room.Desired Settlement: I simply want a room at the $95 rate as advertised. When I called they WERE available. The staff was not trained to handle the call and that's why I lost the room. I understand there were only so many available but again they were available when I called.

Business

Response:

In response to

complaint #[redacted]

We have

responded to the consumer directly via phone and email below.

Please let me

know if you have any questions.

Kind Regards,

Melissa s[redacted]

GUEST RELATIONS MANAGER/

Executive Assistant to GM

HUDSON NEW YORK

Review: The stay at the Hudson was a nightmare for a 4star hotel, I had to switch rooms to a second due to heater not working properly and freezing in my own room. The second room they switched me to had the heating unit making gunshot / nails on the chalk board noises all through the night so I could not even sleep and to top it off the shower flooded the rooms floor because it was a handicap shower which got all my bags wet and clothing. I asked for my full refund back but [redacted] would not authorize it and just comped me for the upgrade fee & room service fee. [redacted] was very rude and yelled at me on the phone. I work for the military and supervise 100 officer's day to day and always teach them how to respect the public & do what's right. I just want my full refund back and to move on from this horrible experience. I stayed at the Hilton prior to the Hudson and never had any issues there. ThanksDesired Settlement: I just want my full refund after that horrible experience.

Consumer

Response:

At this time, I have not been contacted by The Hudson Hotel regarding complaint ID [redacted].Sincerely,[redacted]