ComplaintsforYOTEL New York

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello,I booked a room on June 20th for guests coming from abroad. The reservation was confirmed at the rate offered directly on the Yotel website. Two days later I receive an email (adding below) stating that there was a "glitch" in their system and the rate that I reserved to room for was not available. They offered a bogus discount code in an offer to rebook. When I tried to rebook the cost was over $1,000 more! There is an upcoming event nearby and I was referring the hotel as people were booking. Others in the group also suddenly received this notice. I believe it to be unfair, unethical, illegal business practice and am filing claim here to also help warn others.EMAIL FROM YOTEL STATED:Hi *******,Thank you for your recent YOTEL New York Times Square booking that you made on June 20th 2024. Due to a technical system error, the rate booked is unfortunately invalid and your booking will be automatically cancelled. Our most sincere apologies for the inconvenience caused. If payment has already been made you will receive a full refund.We greatly appreciate your business and would like to offer you the opportunity to rebook at YOTEL New York ************ with the promo rate code *********. The code is valid until 28 June 2024. To redeem your offer, please enter *********' into the promotional code box found at checkout*. Kind regards,YOTEL New York ************

  Customer response

  07/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by YOTEL New York regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello,I need to have this dispute reviewed again. Yotel charged my debit card $451.95 and they should have only charged my debit card $226.00.I checked into the hotel with my friend, so they were told to charge my card $226.00 and they charged my friend $250.00. Please see the below attachment and credit my account back to my card. If you have any questions, please call me at ************.Thank you,*************************

  Customer response

  06/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by YOTEL New York regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a one day stay at Yotel ******************************** from Nov 5, 2022 to Nov 6, 2022. I booked my hotel stay through Priceline who granted me a loan for $421.92. Priceline paid my hotel stay. When I checked out on Nov 6, 2022 I was charged the full amount by Yotel of $419.04. I called the hotel numerous times about this issue and the representative always transfer me to the manager who never return my calls. I am demanding a refund of $419.04, because my hotel stay was already paid by Priceline.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We booked the room we stayed in because it had a Peloton in the room. This was advertised as part of the room. This was very important to us, and the only reason we booked the room. Upon arriving, the peloton seat was so loose you could not sit on it. We asked maintenance to come fix it, and the head engineer tightened it as hard as he could. My husband sat on the bike as the class was beginning, the seat would not sit still. I am very upset The bike was not in working order. That is the only reason I booked that suite. The company takes weeks to respond. I am not asking for a full refund. I am asking to be refunded the difference between a standard room (with no bike) and the room I booked.

  Business response

  12/02/2022

  Dear ****,

  Our sincere apologies for the Peloton bike seat not functioning correctly as well as the long wait in response as we do the best we can with current staff at hand. I was happy to find out when we touched base prior that our Engineering Team had attempted to fix the bike but as verified failed. We did offer the alternative Peloton bikes in the gym as a quick fix in the moment and we refunded one nights facility fee for the inconvenience. In terms of your request for refunding the difference between the largest suite in the hotel and a standard room we respectfully decline however can offer a future discounted rate. We always try our best to fix any technical/physical issues and or find an alternative within our means in this particular case the Peloton seat in the suite you spent the night inside. 

  Again our sincere apologies for this inconvenience.

  Best regards,

  ***************************

  Customer response

  12/15/2022

  Better Business Bureau:
  
  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:

  Absolutely not. The only reason the room was booked was for the Peloton in the room. I called to make sure the room had a Peloton in it prior to booking. It should have been in proper working manner when I arrived. It was not. I asked for it to be fixed, it was not. I express to the front desk how important it was that the bike work. I do not want a discount on any future stays with Yotel if they can not fix this issue. I do not want anything else but a refund of the difference in the 2 rooms.  

   

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a room last-minute because another hotel reservation fell through. When we got to Yotel to check in, we were told that the room was damaged, and they didnt have another room available that was large enough for our party. They said they would issue a refund, but I still havent seen that refund a month later. Also, Ive gone on their callback list and left voicemails with managers on duty, and no one has gotten back to me.

  Business response

  11/17/2022

  Dear *********,

   

  Thank you for reaching out and my sincere apologies to find this was not taken care of during the time of reservation. I just processed a refund and attached a copy here for your records. Please allow 5 to 7 business days before you see the credit.

  Again my sincere apologies for keeping you waiting and not communicating quickly.

   

  Best regards,

   

  ***************************

  Customer response

  11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hotel has double charged my credit card for a one-night hotel stay. Despite several customer service messages shared, I cannot get a response from Yotel. I cannot reach any representative by phone to get assistance. My online reservation was charged to my credit card for the amount shown on my receipt: $568.49. The charge is under cci*Hotel Res, as stated in the receipt. This is the correct charge and can stay on the credit card.Yotel has also charged a second fee of $433.52 on the same day. This is a second, duplicate charge for the same night's stay. I request a refund of the $433.52 from Yotel.

  Business response

  11/17/2022

  Dear *********,

   

  Our sincere apologies that you did not get through to us and thank you for the details. I researched your reservation and indeed see you were double charged despite prepaying your reservation via Booking.com. This was a manual error on our end and I am very sorry. I have processed the refund for you and attached a copy here for your records. Please allow 5 to 7 business days before you see the credit in your account.

  Again our sincere apologies for this error.

   

  Best regards,

  ***************************...

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a reservation with a 3rd party site and pre-paid the booking in full. My Stay was from August 17th - 21st. Upon check out i was informed i had to pay an additional $69.45 fee and was not told what it was for, this fee should have been included in the booking. Also I was charged a $200 deposit which I was never refunded. I have called them over 20 times over the past 6 week trying to get my deposit back, I finally got a hold of a manger that stated that it could take up to 45 days to get the deposit back. It has been 2 months since I have checked in and I still have not been refunded the deposit. Every time I call i get someone that has to transfer me to the front desk or manager, and they never pick up and the call end up getting dropped.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  all of my stuff has been stolen in my hotel room on august 27th between 10 PM and 3 AM, I called the police, they came, I got a report from them. The hotel has no camera, The employees made fun of my friend and me, they didnt want me to reach the director but I finally met him accidentally in the hall on august 31st then i had to leave for the flight i had to catch to new orlans but the Director said to come back today (Monday 5th of september) to talk to him, he insisted. So, today, I called him and sent him a message, he blocked me on whatsapp and he isnt in the hotel as He said before. All the employees of this hotel seem to be not concerned about the situation but i lost for 800$ of stuff. Every employees avoid the discussion with us including the director, they trying to make us look like hysterical and crazy girls, it hurts. Nothing like that happened to us in our entire life. Everybody says its normal in new york but it shouldnt be. The security manager made me fill a paper for the hotel insurance for an eventual refund but no news of that. Even the director cant answer me. I leave for ****** tonight so I beg you to consider my case Thank you

  Business response

  09/07/2022

  Dear ****,

  When this incident took place our Security Team had taken your statement and responded to you. As you mentioned you had called the ******** ***************** and they also responded taking details from you. Last week you requested to speak with a Director at which point our Director of Security responded to you and gave you an update on the case which stated that we are cooperating with the New York *****************. We suspected there was a misunderstanding because you thought you were speaking with the General Manager of the hotel with whom you spoke too right after speaking with our Director of Security who was the person taking lead in your claim. You then met with our General Manager right afterwards ******************* in the lobby and he mentioned he look further into this situation for you as well getting back to you on Monday. He did give you his phone number and connection on whatsapp as you mentioned. You had called him on Monday and while he was not at the hotel he did give you an update again that we are cooperating with the New York ***************** in your case. They have now taken over the details and performing their own investigation any further updates will come from them directly as they are now involved. They have passed along to you a claim number to which you can reach out directly to them and request the latest update. We trust that they will get to the bottom of this situation and as mentioned we will fully cooperate with them with assistance. 

  Best regards,

  Customer response

  09/08/2022

  Better Business Bureau:
  
  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]

   This is not what happened. We asked you everyday to talk to the Diretor, to a superior. Everytime you send us to the security manager. I even said to the security manager why did they sent you I want a director with all your respect . He responded to me that he was the superior here. One time, the lady at the reception pretend to be the superior. Nobody considered us in this place. We met the general director **********************. He heard my friend talking and he recognize the french accent. Then my friend ask to him if hes working here and he said yes ** the director. Then we were chocked we told him that weve been looking for him and that nobody at the reception take care or even listen to us. He recognize that it was not normal. What really made me sad is the fact that I confronted one receptionnist I told him you see there is a director and he lied looking to my eyes by saying that I never asked for a director. And youre coing the same here with your message, e-mail. Anyway We were on our way to the airport so we were not able to talk a lot. He gaved us his number and said that he will meet us when we return so monday. But guess what he didnt came and didnt answer to our text, messages and to my friend call. He answered to my call but I didnt hear clearly what he was saying and then the call just ended quickly. Somebody came into my room and ***** my stuff and nobody in this hotel helped me, first the security manager didnt believe us. He call me a hysterical girl that he will not listen . I never see that before. The htel didnt not even change our room. We slept in the same room right after the incident. I was so scared. Im dealing with health issues they did not care. I was crying everyday telling the story they just look at me like I was crazy. There is a huge problem with this hotel. 

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer response

  10/13/2022

  Better Business Bureau:
  
  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]

   

   Why did you make us fill a paper about the hotels insurance for a refund but we didnt receive anything ? Why isnt the direction answering to this conversation? You keep saying the same thing. Its been 2 months and its always the same  

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  10/21/2022

  Dear *****

  The reason we requested that you fill out the incident report is because if a guest has an issue concerning anything that *** have occurred or any accusation's at the hotel whether an injury or any claims of theft etc..we have this protocol in place to record directly from the guest the details in order to investigate further on our end and make any submissions necessary. In this particular case as you called the **** directly they basically took over the investigation based on the nature of concern from your part and it requires us to cooperate with them with any details they ask of us. Please do not misunderstand this is not the Hotel attempting to shy away from you this is the **** whom has taken lead in your case and we are required to cooperate with them.

   

  Best regards

  ***************************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the Yotel New York hotel from the 08-19-22 to the 08-24-22. The booking was for two rooms, **** and ****. I'm owed a couple of refunds that haven't been given, despite being told these would be released to my account. I have documentation to prove these facts. In total the company owes me USD ******. Below find the refunds owed:- Refund for incorrect charge: when I arrived to the hotel I was wrongly charged and had to pay twice for a day. This was corrected by a member of staff on site. However, I was meant to receive USD213.77 that was charged for each room and only have received the refund for one of the rooms. It has been two weeks and this should have been processed.- Deposit (USD 100): We received back the deposit for room **** but not for ****. I have tried to get in contact with the business multiple times about this, and have had all forms of contact ignored thus far. Before our stay they were very responsive to our emails, and now following our issues, we have not had one email back from them.

  Customer response

  10/15/2022

  After being told on site we would be refunded, and providing proof of this to another staff member via email, a refund still has not been recieved

  Customer response

  11/13/2022

  At this time, I have been contacted directly by YOTEL New York regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I haven't been contacted again since the last time you asked. I was contacted once at the beginning but they didn't resolved the issue.

   

   

   

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

  Sincerely,

  **************************

  Business response

  12/16/2022

  Dear ****,

   

  As mentioned in prior email exchanges please see breakdown below along with pdf statements of the transaction. We have processed a refund due and released the deposits. Once released on our end we have no control over when the banks releases your funds. An authorization in a debit card will show as pending and not a charge that was released August 19th. This will not show a refund transaction because it was a hold. On the $213 it will show as a refund because it was a transaction.

  *confirmation ********* booked via Booking.com refund of $213.77 was processed on August 22nd to the **** ending in **** as a courtesy as the first date you were a no show and we reinstated the reservation

   

  *confirmation ********* booked directly with us for one night was charged $191.35 to **** ending in **** no refund due here on this reservation

   

  Thank you,

  *****

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked my hotel via agoda.com for the amount of $357.75 including $63.91 in fees paid at the time of booking. Upon arrival, at one of the IPads for checking in, I was forwarded into paying an additional resort fee of 80 dollars plus tax. I never received any confirmation for payment, why I had to pay, nor was any fee of this nature disclosed at the time of booking. When checking out, the system attempted to charge me again and I spoke to the person working the desk on the main floor and she told me to ignore the iPad. Why am I being charged a faculties fee and why was this not stated at the time of booking via your partner site agoda.com

  Business response

  09/05/2022

  Dear ********,

  I have looked at the details of the reservation under ***************************. The reservation was finalized under Expedia.com therefore ***** used them to complete the reservation. ***** does book directly through us as well and are aware of the reservation details that includes collecting the Facility fees directly at the hotel. I am sorry to hear that they did not mention in their confirmation. While we have no control over there confirmations directly I will reach out to them and make them aware of your comments. I would suggest kindle as well that you reach out to them as you booked and prepaid directly through them. I can tell you that the facility fee is a requirement of booking a reservation here and with all 3rd parties this payment is made directly at the hotel for all reservations.

  Best regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩