Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we arrived at the hotel, our room was set to 64. Thats not an issue. We turned the heat on and waited about a half hour to realize they did not have heat that worked. We called front desk to no avail but said they could swap us next Morning. When looking around the room for the cold air draft, there was a window that would not lock or stay shut, permanently propped open. This is on the first floor which is somewhat dangerous for security reasons. We had to do our own repair to put towels in the cracks to prevent cold air from coming in even more. The next day, went to the front but they said there was not a room. Then they found one. We go in and its exactly the same issue minus the window. The heat didnt work. It was 64 in the room and not warming up. Again, we goto the front and the response was to send a space heater. We finally surrendered and said fine. The room we moved to was dirty with dead bugs around the edges of the room, a shower that does not drain, and stains and dirt in numerous places. Ive heard many other residents here complain about not having heat while being here. Reviews online show the same issue. They seem to be ok with people living in ***** degree rooms. Also, wifi is provided but not active and often disappears. Their tv system does not have service and remains blank throughout random moments of use. Please look into whether this is legal or if this is malpractice of some kind somewhere.

  Business response

  10/29/2024

  We refunded the guests one night stay.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I stayed at the Sleepy Hollow Hotel in *********, ** for 2 nights (8/4-8/6) and had the worst hotel experience of our lives. We booked 3 similar hotel rooms - two were appx. $550 and one appears to be overcharged at $795 with tax. We faced a multitude of problems while staying there, such as: rooms being overbooked and not ready at check-in (despite it being past 5pm), receiving the wrong/downgraded room, chaotic housekeeping services, filthy hallways with trash/linen outside of every room all day including when we checked in during the evening, rooms reeking of smoke (the website did not indicate rooms were smoke-free, so this appears to be accepted there), rooms that were moldy, no hot water for showering (this occurred both days, after they said they would fix it), bugs in the rooms, stained carpets, old/fake furniture that hasn't been replaced in decades, food and crumbs strewn throughout the hallway, unruly guests who were up until all hours of the night screaming and interrupting our sleep past midnight, the bar being closed, the restaurant being occupied for the only meal they offered (breakfast), no ice, old linens, a patio w/o patio furniture to sit, and a rude/dismissive hotel staff on top of it all who had no desire or power to address these problems. At one point the front desk staff actually HUNG UP ON US when we called to let them know their guests were still screaming outside of our room after they told us they'd send security (and never did). The place was completely disgusting and not a healthy environment for guests, especially for the prices charged. I'm sure it is in violation of many codes if someone were to do an inspection at the property. We would like all of our money back. You could not pay me to stay there and no one should be subject to these conditions.

  Business response

  08/17/2023

  We regret to learn of your dissatisfaction with your recent hotel stay. We understand that this may have been inconvenient and would like to assure you that we are committed to addressing any concerns you may have. Following a review of your reservation, we can confirm that the room type you had reserved was indeed provided to you. We remain available to assist in any way possible to enhance your overall comfort during your stay. We appreciate your patronage and value your feedback.

  Customer response

  08/18/2023

  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 response does nothing to address the all around poor quality of the hotel experience that was provided during our stay.

   

   

   

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

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

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hotel Stay 12/22/22-12/25/22 x two rooms Two Credit Card Charges for a refundable deposit 12.22.23 for $150 total $300.Reservation Under Sruly and ************************* We stayed at this hotel as part of an event and paid. The event organizer were paid the full amount due. Prior to the event the organizers notified us via email that there will be a refundable deposit of $150/room in case of lost keys or damage which the hotel collected when we checked in.We checked-out returned our keys and did not cause any damage however the hotel refused to return our $300 paid.I reached out to the hotel multiple times eventually getting a response stating "The $150 was a supplemental fee per room because the host short paid on his contract." We paid a refundable deposit and they are keeping it due to a dispute between the event planner and the hotel that we are non involved in.Can you please step in and attempt to obtain this refund.I have attached 1) Credit Card Statement 2) Email communication with the hotel 3) Event Reservation showing the $150 Deposit /room required.Thank you in advance.

  Customer response

  06/02/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Sleepy Hollow Hotel regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

*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. ↩