Boro Hotel — Attraction in New York

Trigger Warning: Bed Bugs

I am writing to share my recent experience at Boro Hotel New York , which is particularly disappointing given that this was my second stay. On my first occasion, I had previously enjoyed excellent customer service and a wonderful experience, which makes this recent incident all the more upsetting.

During my latest stay during New York Fashion Week, I discovered bed bugs in my room. Two of there employees confirmed the presence of bed bugs, and I took photos as evidence. Despite being moved to a new room at 1:30 am, the issue with the bed bugs remained unresolved, and the overall response was unsatisfactory. After settling into my new room after 2 a.m., I was still expected to check out by 11 a.m., which felt inconsiderate and insensitive given the events earlier that morning. I also endured a number of bed bug bites in result to this issue.

Adding to my frustration, the hotel did not extend or offer to accommodate the washing and dry cleaning of my clothing, which had been exposed by bed bugs. I also have to file a dispute with my credit card company since no accommodations were made.. This lack of support for such a serious issue showed a disregard for guest comfort proper hygiene and protocol.

I requested an incident report four times from two different individuals (I have their names), and each time they claimed they did not have access to provide the report.

I hope Boro Hotel New York will take this feedback seriously and address both the bed bug problem and the inadequate response from the staff. This experience has unfortunately tarnished my perception of your hotel, which I had previously held in high regard.

9/16/2024 RESPONSE TO THE OWNERS REBUTTAL:

Thank you for your response. However, I would like to clarify that several details you have provided are inaccurate.

As I mentioned in my original post, the hotel's maintenance staff member who was first to respond took both photos and video, confirming that it was indeed bedbugs in my bed. Following this, he removed the bedbugs and promptly assisted me in switching rooms between 1 and 2 a.m. Another staff member, Sofie, also confirmed the presence of bedbugs both in person and over the phone after reviewing the photos and video taken by the maintenance staff.

Additionally, no compensation was offered to me at any point during my stay or afterward and was initially asked to pay a late check out fee of $100. I was never offered any compensation for my stay or assistance in sanitizing my personal belongings (at any point.) As for the chargeback, it was initiated because no reasonable resolution or compensation had been presented to me despite my concerns. There were seven calls made before I decided to proceed with the chargeback. When I informed David of my actions, he responded by saying, and I quote, "I understand why."

After I informed David, the manager, that I needed to send my belongings to a laundry service and dry cleaning due to the issue I encountered, he merely suggested ways I could clean my things, rather than offering any meaningful assistance or covering the cost of the service. This added to the frustration of the situation.

It is also inappropriate to suggest that the pests were brought in from an outside source when the bugs were found in the bed (by your staff) not on my person. This implication is misleading and dismisses the fact that I encountered an issue that needed to be properly addressed.

Let me be very clear: this is not my first time staying at this establishment, which is why I chose to return and have even recommended it to several of my associates over the past year, many of whom have stayed here. To suggest, "You had been with us for over a week when you first reported anything on your last night," is completely inaccurate and misleading. Additionally, to clarify, I was not there for over a week, nor even for a full week.

Lastly, sharing unrelated details of my stay publicly is unnecessary and a breach of my privacy. I have yet to receive an...

Im not one to complain about much but this is the first time i was completely upset with my stay in a hotel. First off when I arrived I immediately asked if I would be able to extend my stay by a day letting the receptionist know that when I called a week ahead to ask for it I was told I had to do it upon arrival so when I arrived I asked in which I was denied due to being “all booked up”. Secondly the room i purchased was nothing like what was advertised on your website and the fact your website had limited pictures led me to believe i was getting a room as seen on site that was not the case when i arrived. The room i wanted as seen on your site had a balcony view that is not what i got i had a balcony room with a balcony staring at a wall that was the first issue with the room, second issue the main shower head did not work just the handheld head worked and on top of that i could not take a cool shower as the knob would continuously drop leaving the water very hot. As i was not pleased i went down to the receptionist and explained my displeasure with what i had he then offered me two 20$ dinner vouchers which i declined and told him that would do nothing as that is not the issue and i then explained all the issues i had and proceeded to let him know if i wanted a room that looked like the one i was placed in I would’ve stayed in the Hilton or such for half the price. As he seemed to understand my concern he upgraded me to a penthouse which I was pleased with because it looked exactly like the room I thought I was paying for. Now in the penthouse I had a tv that would not change at all stuck on a Spanish channel even thought I maybe Hispanic I do not speak nor understand my own language so that was also another flaw. As for anything with the penthouse I had no issue the next set of issues came the next day when I was getting ready to check out. As I walked out my room to retrieve my vehicle I was met by a cleaner who asked if I was checking out in which I replied I will be soon but let them know my wife was still in the room wrapping up it was approximately 11:00am giving me a hour still to finish and check out I then return with my vehicle and called my wife in which I was met with an angry response and she proceeded to tell me as she was using the bathroom she had cleaners walk in on her it’s was about 11:30 at this point still had 30mins left she said she let them know she was there in which they left then she said within the next ten minutes the cleaners knocked again in which she responded “in here” and she told me that they ignored her and they continued to walk in anyway until they seen her then quickly exited. Now that all that’s said and done I proceeded to go to checkout as I wait there is a Caucasian couple in front of me asking to extend there stay by 2 days and the receptionist continues to help them with there reservations normally this would be of no concern to me but as I had just asked to extend my stay by a day the day before and was denied because of the hotel being “fully booked” I found this astounding and I thought why was I denied but then again this couple in front of me is being helped I could not think of nothing else then the fact it had to be a race thing!? So I asked the receptionist the same question and she responded there are no more penthouses available so she couldn’t in which I responded that’s understandable but I originally was never staying in the penthouse and then she responded the type of rooms I had selected were sold out. Now I find it funny as how it seemed like no matter which room I was in seemed to be sold out but the couple in front of me had a similar room and was able to extend there stay by TWO whole days. All in all I had never felt so unwanted and never have I felt like I was such an inconvenience/nuisance to an...

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