Moxy Cincinnati Downtown — Hotel in Cincinnati

Formal Complaint Regarding Cancelled Reservation and Unresolved Charges at Moxy Hotel Cincinnati

Dear Moxy Hotel Management,

I am writing to formally express my deep disappointment and frustration regarding a recent experience at your Cincinnati location that seriously disrupted an important occasion for me and my partner.

We had a reservation at the Moxy Hotel on June 24th to celebrate our one-year anniversary. My boyfriend received a confirmation email at 8:40 p.m., and we walked in 20 minutes later at 9 p.m., when we arrived we were told at the front desk that our reservation had been cancelled to accommodate an “ambassador” who needed a room. Not only were we denied our confirmed booking, but my boyfriend was also charged $460—$100 more than the original price of the room—despite the cancellation. We have receipt proof of the charge and that we were overcharged as well.

The front desk clerk was kind and did their best to help us, but unfortunately, the assistant general manager, John Cooper, was extremely dismissive and provided no resolution or solutions. His lack of empathy and unwillingness to address our concerns made an already stressful situation even worse.

We had traveled from out of town and were left without a place to stay, completely upending what was supposed to be a special night for us. To date, we have not received any follow-up communication or assistance to resolve the erroneous charge or the mishandling of our reservation. He actually just received an email TODAY (6/26) saying “Thank you for your recent stay.”????

We are extremely disappointed by the way this situation was handled and, as a result, are very unlikely to consider staying at any Moxy hotel in the future. We would appreciate a prompt explanation and a full refund for the charge.

Thank you for your time, and we hope to see this resolved quickly.

Even though your reservation may be confirmed here, take it with a grain of salt! You may walk in to be told your reservation has been given to another person! And you still may get charged for the room you didn’t get to stay in for...

The Moxy is a new concept hotel for Bonvoy and the Cincinnati location is new, very clean and right next to the Reds stadium. The hotel staff for the most part was great. The HIGHS: common area bar on main level that opens to the outdoors at night. Lawrence is an awesome bartender at the main bar (which is also where you check in). The rooftop bar has an excellent view. The room shower is an excellent experience! The LOWS: No closet in the room, seriously. There is a pipe with stubs you hang your clothes from and only three hangers. There is no dresser either. It makes it look like a dorm room with all the clothes and bags about. Housekeeping missed us the first day but there is an open locker in the hallway with towels and other essentials (that was smart and handy). Only one nightstand as the other one was some mushroom shaped stool and not handy for much. Lighting was extremely poor with a dim hanging lamp and dim bedside lights. If you are rolling in for one night and have minimal clothes this hotel would probably be just fine, but not for extended stay. Also somehow they designed the doors to be the loudest closing on the planet, so if you want to sleep in, better wear earplugs. If you go to the rooftop bar, highly recommend getting your drink at the lobby and then going up. The drinks at the rooftop were so bad I had to take mine back. Drip coffee is free in the lobby and they do have a coffee machine at the bar ($7 for a latte). The second day they only had decaf. We have stayed at the AC there and had a much better experience. Will not be staying at this Moxy or any...

I rarely leave reviews, but our experience at the Moxy Hotel in Cincinnati was incredibly frustrating and disappointing.||First, our room was never cleaned. After being out all day, we came back at 9:30 PM to find it exactly as we left it—dirty towels, unmade bed, trash still there. We reported it, and the only solution was to move us to a different room that late at night.||Unfortunately, it didn’t end there. The next day, after specifically complaining to the manager and expecting better service, the second room was also never cleaned. No follow-up, no apology, nothing. It felt like no one was actually taking the issue seriously, not even the General Manager, who was aware but didn’t do anything about it.||To make things worse, the staff at the front desk (who are also bartenders) were completely unprofessional. When I asked to speak to a manager, they questioned why I wanted to and even asked if they were “in trouble.” Instead of trying to help resolve the issue, they were defensive and confrontational, raising their voices and showing no concern for guest service.||This stay was unacceptable from start to finish, no basic hospitality, no accountability, and no professionalism. I would not recommend this...