455 Madison Ave., New York, NY, 10022
nr. 50th St.
By panoptisip on 8/16/2012
I travel frequently. We booked two rooms adjoining for myself, wife and kids. Upon arrival the rooms were not ready and we were told to wait. We waited. They tell us hours later we had to continue waiting, the other room was not ready. We waited. AGAIN they tell us the room was still not ready and it would be ANOTHER 2 hours. We are in New York for vacation. We have made plans. This will not do. They offer us a room similar to what we booked, with an upgrade and want to charge us more money. It is their fault the rooms were not ready and they want to charge me more. Ridiculous. Eventually we get two rooms that are ready, on the same floor. Down the hall from one another. Absolutely unacceptable! Away from our children on a family vacation. They offered no help, no apologies, no genuine feelings of customer service. I felt like a burden, not a valued customer.