Very rude hotel overall manager.
Posted Jun 10, 2016
I don't think I have ever given a poor outcome on a survey for a hotel. I know things go wrong occasionally and give everyone benefite of the doubt. But this was hard to overlook. I arrived without my purse. I know that is completely my fault, I own this part of the story. Left it at the airport bathroom. Luckily it was found and was to be returned to the hotel in the morning. I arrived at 10:30pm and tried to check in. I didn't have any id. I do however have a ton of items with my name on it, i.e. the itinerary for the hotel booking, plus my iPad which had a locked keypad which can only be unlocked with a four digit code. The attendant behind the desk can't help me because it is protocol to ask for the manager on call to allow me to check in. A young man comes out and said he can't help me because I paid with Expedia. I said "Really. Wow. I can't check in? He said "well, do you have a business card with your name," I do not, "Do you have a boarding pass," I do not. I said I did have my iPad which is locked I know the code to get into the iPad, he said, "that doesn't count, his girlfriend has his code. That doesn't prove anything." (Hum, I guessed I have knocked off my boyfriend or husband, stole his iPad and am going use his room at the W hotel.) Anyway, he makes me call Expedia, who was very wonderful and changed the name on the hotel room to my friend who is with me so we can use her credit card for incidentals. Basically an unhelpful manager.
Comment from Hotel Management
Jun 15, 2016 by WNYUS, Hotel Management
We appreciate you sharing your review and thank you for taking the time to do so. We were sorry to learn that you lost your purse and identification at the airport and understand how concerning that can be. We apologize for not being able get you checked in, but like airlines, it’s imperative that we have identification of everyone checking into the hotel, for the safety of everyone involved. We regret that this occurred but we are delighted that you were able to have the matter quickly resolved, and thrilled that you were able to locate your items from the airport. We thank you again and hope that you were able to enjoy the rest of your stay with us.
All the best,
W New York – Union Square