ComplaintsforNOHO Hotel

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June 27 booked a 2 bedroom suite labeled King **** has 2 full beds and 1 King **** Hotel manager says call Expedia because he isnt accommodating his advertising error. And only going to give me the room with 1 King **** I have myself boyfriend and children along with me. I called Expedia and as I told the manager Expedia told me I have no reservations with them to call ******. ****** has 24 hour waiting period before reply. I tried to show manager the error and ask for an upgrade and that Id pay the difference he refused and still gave me a room with only a King **** **** 203.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Summary: I need the BBB to help me get refund authorization from the NOHO Hotel.1) On 11-8-22 I reserved a non-smoking room through a company called "***************" (TaW) for the NOHO Hotel in North Hollywood for the night of 11-9-22. Confirmation# ***********. Cost $100.65 2) When I arrived at the hotel 11-9-22, I was assigned room # ***. Upon entering the room, I smelled an overwhelming strong odor of cigarette possibly cigar smoke and cigarette ***** on the bed (photo attached).3) I went to the hotel front desk and informed them that the room smelled of smoke and asked if they had a different room I could stay in. They said there was no other room. I said I could not stay in a smoking room as it would make me sick. The front desk attendant went up to the room with me and confirmed that it smelled of smoke and said I could leave. I asked him if I needed to sign any cancelation paperwork for refund, and he said, "No, I did not take your money, you need to go through ***************" 4) I immediately e-mailed TaW at 11:00pm 11-9-22 that night to tell them I did not get a non-smoking room, so could not stay at NOHO Hotel and asked if they could contact me about the cancelation/refund. 5) I found another hotel.6) TaW did not contact me, so I filed an official request with TAW on 11-14-22 to refund the non-smoking room reservation that I never received. TaW had a partner company contact the hotel. The hotel did not authorize the cancelation to the partner.6) TaW informed me that I needed to get authorization for cancelation from the hotel. I called and e-mailed the hotel, and in a phone call the hotel stated that they authorized the cancelation, but would not give me anything in writing. They said the TaW needed to call the hotel directly and work with them. I told TaW this, and they did not call the hotel directly. TaW's internal policy is to go through the client or their 3rd party partner company. Conclusion: I am stuck in an endless loop.

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