Overall nice hotel but would look elsewhere
Posted Feb 22, 2017
Overall, the hotel was nice to stay at. Some of the front desk staff were nice but the lady who checked us in didn't really explain things in a nice manner or explain clearly why there were multiple credit card charges on my account when we checked in. She also asked us how many room keys we wanted (needed 2) and sent us up with one. We went down to the front desk after settling in and 'Christopher' was extremely helpful in explaining the charges/holds on my credit card as well as giving us the extra key we had requested. We booked on Expedia and expected that the price was inclusive of everything. Upon arrival at the hotel we were told there was a $28 fee PER NIGHT for "facility fees" such as wifi and free water. Expedia describes The Redbury as including "Free Wifi" so that was a bit confusing, and were only given our "free water" on the first day (we stayed for 4 nights). On our last night we called the front desk for our free water but they couldn't find the key so the front desk person told us we could have the Evian water bottles that were part of the mini bar for free as he would leave a note on our account that it was to be comped. Upon arrival in Toronto, my credit card alerted me that the Redbury had charged $14.07 USD for the 2 water bottles we were told were comped. Even after making sure we wouldn't be charged and that there was a note on our account they charged us for the water bottles that we had consumed. It's petty, i know, but $20 CAD for water is absurd.
Comment from Hotel Management
Feb 24, 2017 by Kevin (Reservations) , Hotel Management
I do apologize for any inconvenience. Thank you for your feedback and we will make sure we look into this matter so it does not happen again. I hope you enjoyed your stay in New York and we hope to welcome you back soon!