Wellington Hotel

Review: Issue 1. When I madethe reservation for the hotel room, I was told the price would be $391 per night for the room. I was also told that I must reserve the room for a nights, even though I told the person on the phone that I would only be using the room for Saturday night. I was told that was the policy, and since I was taking care of my infant granddaughter while my children ran the NY Marathon, I had no choice but to agree to the terms. I asked for an email confirmation and never received one.

Issue 2. I specifically asked if the hotel was baby friendly since our granddaughter is only 10 months old. I was assured that it was. Only upon arriving did I find out that we were required to carry the baby's stroller up and down numerous stairs and also that the coffee shop on premises had no room for a stroller and barely room for an infant booster seat. I was later told by the hotel manager that this was definitely not something that they had to tell people unless specificall asked if there were stairs.Desired Settlement: I would like a refund for the second night and an apology from the hotel.

Business

Response:

[redacted],

I have received your complaint and over the last few days was able to gather some more Information on each of' your claims. As you mentioned your booking was made for the weekend of the NYC Marathon, an extremely busy time where the demand for hotel rooms In all of Manhattan is extremely high. For that reason, the Wellington like many other hotels will restrict all bookings to a minimum of two or three nights. It was noted on your reservation that you would only be using the room for Saturday night and you did not need the room for the entire booking, but In the case of any minimum stay we do require payment for the full reservation.

Regarding the Inconvenience you felt In navigating the stairs, we are truly sorry. Due to the era In which our building originated, unfortunately there are stairs In our property that we are unable to remove. However, our staff Is always available to assist If needed. Also, if the

stairs leading to the elevator were a problem,. we do have suites in our north tower that would eliminate the use of the stairs you were concerned about. I can assure you that If your concerns were brought to the attention of any assistant manager on duty, our staff would have made every effort to make your family's stay more comfortable Including moving your room to suite that better suited your needs. The Wellington Hotel provides accommodation for a hundreds of families each week, many of which travel with children.

As stated, there may be some limitations as far as the physical structure of the building but our staff works diligently to ease any difficulty a family travelling with strollers or Items may Incur.

The Park Cafe, our coffee shop Inside of the hotel Is extremely popular and although busy during many mornings, can accomodate strollers and Is able to provide booster or high chairs when needed,

Again our apologies If you felt your stay was negatively affected by the stairs In our property but at this time we are unable to Issue you a complete refund for the second night.

Regards,

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:

[Your Answer Here]i DO NOT ACCEPT THE RESPONSE FROM THE HOTEL. fIRST, IN THE PRESENSE OF MY HUSBAND, WE WERE VERBALLY ASSURED THAT MONEY WOULD BE REFUNDED TO US.

SECONDLY, I WAS ASSURED SEVERAL TIME ON THE PHONE THAT THE HOTEL WAS BABY FRIENDLY, SO THEY KNEW WE WERE COMING WITH VARIOUS PARAPHANALIA FOR THE INFANT. THIS SHOULD HAVE BEEN TAKEN INTO CONSIDERATION WHEN ASSIGNING ROOMS, AND WE SHOULD NOT HAVE HAD THE ONUS PLACED ON US WHILE PULLING THE STROLLER UP AND DOWN STAIRS TO THEN GO BACK TO THE DESK TO REQUEST REASSIGNMENT. ALSO, IT WAS NEVER MADE KNOW TO US THAT AN ALTERNATIVE EXHISTED.

THIRD, IF THERE WAS ROOM IN THE COOFFEE SHOP FOR STROLLERS, THEN WHY WERE WE TOLD TO LEAVE OURS OUTSIDE IN THE HALLWAY? AND THE BABY'S BOOSTER DID NOT FIT INTO THE BOOTH SEATING WE WERE ASSIGNED.

ALL IN ALL, I CONSIDER THE ATTITUDE OF MANAGEMENT TO BE UNACCEPTABLE. AND WHAT IF IT HAD BEEN A WHEELCHAIR INSTEAD OF A STROLLER? I TOTALLY REJECT THEIR RATHER SNOBBISH ANSWER TO MY COMPLAINT.

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

Sincerely,