ComplaintsforYOTEL New York

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted the company 6 times total to refund me my money for a hotel I booked. I booked it on April 15th 2022 and cancelled it the same day within like 3-4 hours. The front desk told me that I will be refunded and that my card was not even charged. She provided me with a cancellation number which is: *********. I spoke to ******* from guest services and kept placing me on hold for an hour. She said a manager will call or email me and I have not received anything since then. This has been going on for the past 2 months. Everytime I call no one can ever assist me. I just want my money back.

  Business response

  06/14/2022

  Dear ******,

  Our sincere apologies for the delays in responding as we have been very short staffed. I do see the reservation was made April 15th at 3:59pm then canceled same day at 8:14pm. Our cancelation policy is 3PM day prior to arrival as reservation was made same day and canceled a few hours later this was subject to a cancelation fee which is the charge you are referring too. The best I can offer you is a credit for a future reservation. I will be more than happy to assist.

  Best regards,

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

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just stayed at the hotel over memorial day weekend. I had to pay fees and stuff when I checked out. I asked if there was a way I could get a discount or not pay them because the cleaning lady never cleaned our room. She only came in made the bed and left fresh towels. I had spilled makeup power on the carpet when I was getting ready one day, that was left there the entire weekend, also the was a makeup stain on my pillow case. She had me sleeping on the same dirty sheets all weekend long! When I told the front desk about it they said I had to email pictures to the hotel manager and I still haven't heard from them.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into Yotel New York on 3.18/2022- 3/20/2022, I was told that my card needed to be charged $80.34 as a security deposit that would be refunded back to me within 5 business days. Today is April 6, 2022 and I have not received my deposit. I have called Yotel a total of 5 times, only to be given the runaround. I have been told twice that my call will be escalated to a Manager who will call me back, no manager has ever returned my call, and the other 3 times the various front desk clerks have told me that it will take 7 days instead of the 5 business days that I was told, another told me that it was being processed( not true it was not processed) and another left me on hold and never came back to the phone. I want my deposit returned to me ASAP, this is theft, and very bad business practice. This was my first time staying at this hotel and it will be my absolute last. No matter what time of the day you call the "Managers" are busy or with a guest or dealing with an emergency.

  Business response

  04/07/2022

  Dear ******,

  My sincere apologies for the delays in response and any miscommunication. I looked into your reservation details booked/paid for room & tax directly to Expedia and see that when you checked in via the kiosk we authorized your card for a total of $180.34 which covered the facility fee of $40.17 per night and the $50 deposit per night required by the hotel. At the departure the facility fee total of $80.34 was posted and the $100 deposit released back to your card. Typically it takes 5 to 7 business days pending your bank something we do not have control over. 

  Again my sincere apologies for any miscommunication from the Team and all details would be on the confirmation you received from Expedia. In terms of the deposit if you have not received back yet I would refer you to your bank for any further clarification as I can confirm it has been released on our end.

  Sincerely,

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

   

  Customer response

  04/11/2022

  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]

   I still have not received my refund.. can you please tell me the date that your hotel refunded my money as well as the transaction number?? 

   

   

   

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

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

  Business response

  04/22/2022

  Dear ******,

  We see that we authorized the amount of $180.34 at check in which covered the facility fee paid directly at the hotel of $40.17 per night plus a $50 per night deposit required as part of the terms of the reservation booked via Expedia. On your departure we posted the payment of $80.34 and the $100 was released on our end. Once we release authorizations we have no control over when you will see it back on your account. We can also see that you used a Debit card which pending the banking institution can take 20 to 30 days again something we have no control over. I would suggest speaking directly with your bank if you have any further questions.

  Best regards

  ***** ******** 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at Yotel New York from March *****, after checking out my card was charged an additional $105.39 They kept hanging up on me or just not answering. Managers REFUSED to take the my calls. All the managers and another associate has told me multiple times they have emailed them and they are not responding. They charged me $161 and then another $105.39 on top of the $40 resort fee. I even went back to the front desk later that night and they could not see why I was charged extra to send an email in which I have not received a response to. As of 9:57 am March 17,2022 nobody has replied! YOTEL this has been a horrible experience customer service wise.

  Business response

  04/07/2022

  Dear *****,

   

  My sincere apologies for the lateness in responding as we have been short staffed and doing our best to get to everyone. I investigated your reservation and see that you were indeed charged $105.39 incorrectly. At the check in time we authorized $70.17 which covers the $40.17 fee paid at the hotel directly plus the $30 deposit. The deposit was released at departure and the refund for the $105.39 was processed this morning. We have sent you an updated statement to your email showing the refund transaction. Please allow 3 to 5 business days before you see the credit.

  Again my sincere apologies for this frustration and appreciate your patience with us.

   

  Sincerely,

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

   

  Customer response

  04/08/2022

  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

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked room through Hotel.com two weeks in advance of stay. Due to an family emergency I needed to cancel booking. Gave notice well in advance of the Yotel 72 hour policy. My request for a refund was declined and on Hotel.com it was unclear that the refund would non-refundable. I believe this was a fraudulent transaction and unethical practice. I have now incurred a loss of $457.00.

  Business response

  12/09/2021

  Dear *****,

  I am very sorry to hear about a family emergency and hope all is well. I was able to locate the reservation and see that you booked & prepaid Hotels.com directly. As the hotel has not collected directly from you please reach out to them directly to resolve.

   

  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. ↩