Broadway Studio Hotel

Review: On July *, 2013, I arrived at the Broadway Hotel & Hostel at approximately 1:30 p.m. I reserved this hotel through [redacted] based on the pictures online and on their website. I checked in and the front desk person charged the my credit card $150.38 which was the remaining balance. This was odd to me as most hotels don't charge you until you check out. Eager to put my luggage away and to enjoy a scheduled tourist attraction with my family, I didn't bother questioning their practice. The elevator was extremely slow and I was a little scared to get in it since the light buttons were not lighting up and the metal plaque was scuffed up and didn't look like it was properly installed. Once I went into the room I was extremely shocked that they would give me and my family such a room. On one of the beds you could see the bed coils through the bed spread and it looked like someone was just laying on it. Additionally, the sheets had stains and the room furniture was scuffed up. The bath tub had mildew and bugs. I immediately went to the front desk to complain about the room. The front desk gentlemen contacted the Housekeeping supervisor and she stated the room was clean, but she didn't even go see it. The front desk guy told me their was nothing he could do and I asked if the manager was available. He stated she was not but that he would call [redacted] and see if their was anything that could be done. He then called [redacted] and informed me that their was nothing that [redacted] could do. I was skeptical of his story because I heard him speaking Spanish to the Housekeeping lady and he assumed I didn't speak Spanish. I then stepped away from the front desk and went to their lounge to call [redacted] myself. I then discovered that [redacted] had not been contacted. This was really upsetting because I had been their for 30 minutes and was running late for a scheduled tourist attraction. I spoke to [redacted], Customer Service Specialist at [redacted] and explained the situation to her. She then put me on hold and called the hotel to see what was going on. [redacted] then informed me that she had just spoken to the manager and that the manager had assured her nothing was wrong with the room. I was appalled because the front desk guy told me that the Manager was not there. I informed [redacted] that she did not speak to the manager but the front desk guy. She then told me she spoke to [redacted] who disguised herself to [redacted] as the Manager. I confronted [redacted] and asked her if she was the Manager and she said she was not. [redacted] was another front desk person. At that time I put [redacted] on speaker phone so she could hear it herself. [redacted] informed me that she could credit my card for $150.38 and that I could come back the next day to "negotiate" with the Manager by the name of [redacted]. The total price with taxes came out to $300.76. I requested a full refund because the pictures online were not close to what they gave me. They also stated they didn't have another room. I took pictures of the room and left the hotel and searched for another hotel. By the time my family and I found another hotel we had missed our scheduled tour. I sent [redacted] the pictures of the room and they stated they would contact [redacted] the hotel manager. The next morning I called [redacted] the manager who informed me that she could only refund me $150.38. I contacted [redacted] to inform them that the hotel was only willing to refund me $150.38. They contacted [redacted] and was able to get me an additional 10% goodwill gesture refund which would amount to $15. I am still not satisfied and would like to kindly request a full refund. The room was horrible and did not stay in the room for more than 3 minutes. It's not like I did not show up or cancel before seeing the room. I am sure they were able to book the room and didn't lose any money. I and my family on the other hand wasted 2 hours in a hotel lobby and a scheduled tour. A picture speaks 1000 words and I would like to send pictures to support this complaint. I appreciate your time in helping me resolve this matter.Desired Settlement: I would like to request a full refund. The remaining balance for a full refund is $150.38.

Business

Response:

Thank you for informing us of the complaint ID [redacted] Unfortunately we are unable to refund the guests in question as they were upgraded to a room with a private bathroom, which they didn’t originally book as we don’t sell that room type on the website where they made their reservation.

Our cancellation policy is a required 72 hours prior to arrival date, and the guests were inside that time frame at the moment of cancellation. We refunded the second night as a goodwill gesture and as it states on the reservation from [redacted] “If cancelled or modified up to 3 days before date of arrival, no fee will be charged. If cancelled or modified later or in case of a no-show, 100 percent of the first night will be charged”.

Our housekeeping manager personally checked the sheets and room immediately after the guests complained and reported that the sheets and room were both spotless.

We looked into this case in great detail and have come to the conclusion that we are unable to refund the guest as they were upgraded to a room with a private bathroom.

Consumer

Response:

At this time, I have not been contacted by Broadway Studio Hotel regarding complaint ID [redacted].

Sincerely,

Review: The electricity was out the night I checked in, which was February [redacted]. There was no backup power or emergency lighting. I had to use my iPhone to light up the hall way for other guests to come down to the lobby. It was very dangerous as the stairs well was totally dark. The hallway leads to my room on the fifth floor was also completely dark without emergency lighting. In the lobby, we were told that the manager was not on site so we had to wait. I waited about 40 minutes but the manager never came that night. I was told that the hotel was not responsible for the electricity outage, therefore, won't respond to the event. I came downstairs again to check around 11pm that night but the manager was still not there to respond to the emergency. Since it was late into the night, I had no choice but to stay in the cold hotel room. There was no heat in the room. By the morning of February [redacted], the room temperature was around 34 degrees and I could barely feel my fingers. There was no hot water at all on all floors. I went to talk to the hotel again and was told their manager was still not on site. I had a full day of events planned the next day so I left a note with my phone number to the front desk to pass to the hotel manager to demand a refund and cancel the rest of my trip. I was never called. When I came back that night, I was told again that the hotel manager was not on site and I had to wait till the next day to talk to her. I asked to talk to her over the phone but was denied.The staff told me that I could not cancel my trip because it was against their policy and I could not get full refund for the night when power was out. I checked out anyways so I did not have to go through the terrible experience again. I complain about their service, their emergency measures, and their refusal on refunding my prepaid hotel cost.Desired Settlement: I demand a refund for the entire amount that I spent on the hotel. For February [redacted], the stay was by far the worst hotel experience. It was dangerous, horrifying, and unacceptable. For February [redacted]- [redacted], I requested to cancel my stay and move out but did not get a response till 11pm on February [redacted]. Therefore, I request a full refund on February [redacted] and February [redacted] (which I didn't stay there).

Consumer

Response:

At this time, I have not been contacted by Broadway Hotel & Hostel regarding complaint ID [redacted].Sincerely,[redacted]