Umbrella Hotel Reviews (%countItem)
Umbrella Hotel Rating
Address: 12418 Queens Blvd, Kew Gardens, New York, United States, 11415-1501
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Address: 12418 Queens Blvd, Kew Gardens, New York, United States, 11415-1501
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On March 2018 I booked a hotel stay from June *** 2018 at this property. I was able to check into the hotel and stay for one night. The next morning I went to celebrate my wedding and when I returned to this business I was notified that I could no longer stay there because they are no longer a hotel and cater to homeless people. My property was taken out of my room without my consent while I was not there and several valuable items are now missing among them a diamond ring and 500 dollars. The police was called into the scene and questioned the staff members. The staff did not want to cooperate with no one and I ended up spending my wedding night in my car due to other hotels not being available in the area. The front desk agent sunny k*** had an aggressive attitude problem and decided to tell her colleague to harass us while we were waiting for our luggages to be turned back to us. I thought I was going to be hurt in the process of getting my belongings back. At no time did the business attempt to contact me to notify me of their changes or let me know my stuff was being moved. All this time I thought I had my reservation until Sunday June
Dear Guest,We apologize sincerely for the level of service you were provided during your stay. As we spoke before, we did not charge you for the nights that you did not stay at our property.We notified all of our guests prior to, and on the day of, cancelling future reservations that extended past the date of our close-of-business.As you were not on premises due to your marriage ceremony, you unfortunately did not receive the notice.Morning housekeeping staff at the hotel meticulously packed all your belongings together and kept it safeguarded in a storage area. Your belongings were not touched during this process.You called police when night housekeeping staff, who did not pack your belongings, did not know the location at which the morning housekeeping staff had kept your belongings.After finding out the location of your belongings, everything you had in your room was returned to you.Police arrived and did not find any evidence of theft or robbery. If the manager or hotel staff had acted in a threatening manner towards you then the police would have arrested them that night. No arrests were made.Front Desk staff did not want to talk to you once you had called police because you were irate and foul-mouthed, but also because once you had called police they were not required to speak to you at that point. Up until then, they answered all your questions and spoke to the correct employees who would be able to assist you in your search for your belongings.By signing the hotel registration form, you agreed that any items/possessions that are lost/left behind in the hotel room is not the responsibility of the 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:
[Your Answer Here]
To whom it may concern,
About half of my belongings were never returned and as a result as police report was made. Arrests could not be made that night because the staff did not cooperate with the police and rejected to show any video footage. I was charged for my stay weeks after the incident happened. No one notified me that my reservation was canceled by the hotel and unfortunately the outcome was that my wedding night was ruined. A memory that will last a lifetime thanks to fake advertising hotel. Employees discriminated against me and my husband and footage is available of that scene. Lastly, the registration form did not have that policy in place when I signed it. Please do everyone a favor and kindly return my stuff back as well as the amount charged to my card and stop creating fake documents.
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Sincerely
Most horrendous customer service I've ever encountered!!! Would give them 0 stars if I could. I have famanagers at actual location in the course of a week who said they would look into situation and call back but never did. Physically went to the location to speak with the managers directly, asked for both family coming in from abroad who booked reservations almost 3 months ago for an Xmas week stay; they received a cancellation notice during Thanksgiving week due to 'renovations' (it's a new hotel, btw). Upon calling central reservations and the front desk, discovered they did have availability for some of the days but overbooked & bumped cheapest reservations, citing "water damage". Spoke to 2 different them by name and was told they weren't there but after speaking with front desk person one of the managers was miraculously standing right next to him. Subsequently found out & verified through reputable internet reviews & news sites that they are housing homeless people in the hotel for $5K/month...the place is not being maintained whatsoever and they are banking on the city's stipends. Don't believe me? Check out other recently-posted reviews on this location for yourself - proof is in the pudding. AVOID THIS PLACE AT ALL COSTS - THEY ARE DISHONEST, DEVIOUS & UNETHICAL & SHOULD BE SHUT DOWN
Stayed at this facility *** Sep 2017. The stay was paid on full on *** September 2017. On *** Sep 2017 I was charged again for the same stay. I calles the hotel five times, transferred/placed on hold twelve time and this charge still has not been reversed. I kept being referred to a manager who never came to the phone or return my call.
I stayed at this Comfort Inn & Suites from Sunday Sept *** 2017 to Wed Sept *** 2017. On September *** while staying in Room *** in the morning I called the front desk and asked if they could send someone up to fix the safe which was non operational. We waited approximately an hour and no one came. I did not want to carry alot of cash on the subway so I place 11 one hundred dollar bills under the tray that services coffee. The following morning we were out of the room at 5 am on Sept *** and I remembered that I had forgotten the money after I arrived at the Newark International Airport. I called right away to the hotel and talked to Jennifer and I told her my situation that I could not return to the hotel to pick up the money because I was catching a flight. She said she could not go into the room without a supervisor and said that the Supervisor Sony or Harry would be there at nine and that they would enter the room together and call me back. I got no call. I called when I arrived in Orlando about 12 noon and talked to Sony. He first said they found no money. He called later and said they had some of the money but only $3oo.