HOTEL 21 NYC — Hotel in New York

Booking.com gave my wife and me a nightmare experience. On May 9, we booked a room in HOTEL 21 NYC, Queens, New York for two nights (21-23 May 2022), and the reservation was confirmed. I received an email from Booking.com on the 21st May morning at 7:33 indicating that I needed to update my credit card information since it was invalid. I re-entered my credit card information and received an email from Booking.com after an hour claiming that the payment had been denied and that I needed to change my card information. This time I decided to use a different card, and the next email from Booking.com stated that the reservation had been canceled due to a credit card verification failure, and this was before the allotted time of 7 hours to provide my card details that they mentioned in the first email. When I called the hotel (HOTEL 21 NYC) about the cancellation, they said it was done by Booking.com because they couldn't verify the card details and that they might help us re-book the hotel, but at nearly double the price I had paid before (I had paid 256$ and now they were charging 572$). I was furious and decided to phone Booking.com for help. After three attempts at calling customer service, I was finally able to speak with them. When I told them the complete scenario, they stated they couldn't help me since my bank (Bank of America) had refused to release the funds. They also said that after the initial email, I should have phoned my bank to request that the amount the property is billing be released, and that they couldn't do anything because the booking had been cancelled by the property. He said he couldn't do anything when I told him the reservation had been cancelled before the scheduled time and that I am on my way from Providence and would reach the hotel in another 1 hour and could pay directly using my card. Later, he stated he would call the property and confirm my booking at the same price I had paid before after I mentioned that the property manager said it had been cancelled by Booking.com.||I was placed on hold, and after a little time, he informed me that the property manager had refused to give at that price, and that I would have to find another hotel. He offered me a list of hotels which he claimed were nearby to my existing hotel and of similar pricing. However, the list he showed me was for hotels that were far away from my current booking location. I couldn't look into any further information because I didn't have time, so I booked the first option, which was a Motel 11 miles from my previous reservation (close to Jamaica). I chose Hotel NYC 21 for its location because it was close to where I needed to go for official business. To my surprise, there was no problem this time when they charged my same credit card, and I didn't even have to contact the bank.||This was the pinnacle of maltreatment. At the end of the day, both parties were clearly scheming to rob and harass visitors. When I was in Germany, I used Booking.com's services and was completely satisfied. I can now plainly discern a state of deterrence and deliberate harassment...

Booking.com gave my wife and me a nightmare experience. On May 9, we booked a room in HOTEL 21 NYC, Queens, New York for two nights (21-23 May 2022), and the reservation was confirmed. I received an email from Booking.com on the 21st May morning at 7:33 indicating that I needed to update my credit card information since it was invalid. I re-entered my credit card information and received an email from Booking.com after an hour claiming that the payment had been denied and that I needed to change my card information. This time I decided to use a different card, and the next email from Booking.com stated that the reservation had been canceled due to a credit card verification failure, and this was before the allotted time of 7 hours to provide my card details that they mentioned in the first email. When I called the hotel (HOTEL 21 NYC) about the cancellation, they said it was done by Booking.com because they couldn't verify the card details and that they might help us re-book the hotel, but at nearly double the price I had paid before (I had paid 256$ and now they were charging 572$). I was furious and decided to phone Booking.com for help. After three attempts at calling customer service, I was finally able to speak with them. When I told them the complete scenario, they stated they couldn't help me since my bank (Bank of America) had refused to release the funds. They also said that after the initial email, I should have phoned my bank to request that the amount the property is billing be released, and that they couldn't do anything because the booking had been cancelled by the property. He said he couldn't do anything when I told him the reservation had been cancelled before the scheduled time and that I am on my way from Providence and would reach the hotel in another 1 hour and could pay directly using my card. Later, he stated he would call the property and confirm my booking at the same price I had paid before after I mentioned that the property manager said it had been cancelled by Booking.com.||I was placed on hold, and after a little time, he informed me that the property manager had refused to give at that price, and that I would have to find another hotel. He offered me a list of hotels which he claimed were nearby to my existing hotel and of similar pricing. However, the list he showed me was for hotels that were far away from my current booking location. I couldn't look into any further information because I didn't have time, so I booked the first option, which was a Motel 11 miles from my previous reservation (close to Jamaica). I chose Hotel NYC 21 for its location because it was close to where I needed to go for official business. To my surprise, there was no problem this time when they charged my same credit card, and I didn't even have to contact the bank.||This was the pinnacle of maltreatment. At the end of the day, both parties were clearly scheming to rob and harass visitors. When I was in Germany, I used Booking.com's services and was completely satisfied. I can now plainly discern a state of deterrence and deliberate harassment...

Hello I’d like to tell that the hotel in an overall experience was average/good This is because there is no customer-oriented service at all. The girl at the front desk was really unhelpful I understand your policy for not holding any luggage as you have absolutely no space and do not want to take responsibility for your customers’ luggage while the check in time. I had to pay the early check-in fee, which I consider OK as I was not willing to carry my luggage around the city until 3pm. But what I consider unacceptable was the attitude of the front desk girl when I complained about the cleanliness of the room. I had to work on the desk most of the time during my stay and when I decided to lay on the bed a STRONG sweat smell was coming from the pillows. In addition, a gray dirty sock was on the side of the bed and that is when I noticed this room was not even cleaned or swept correctly. I went downstairs to tell about this to the girl at the front desk, I decently waited until she finished checking in two new guests and when it was my turn I explained to her the situation. What was her answer? She could not move me to a clean room! Were more rooms available? I’m not sure but she didn’t give the option. I asked her for new linen and a broom so I could at least change the dirty linen and she was hesitant to take action on this! Why? Was it my fault the room was not cleaned? Or was she just not willing to help? My perception is the second option. She was not willing to help or solve the situation. She got mad at the cleaning staff (who were actually waiting in the lobby area) and made her clean the room again before they were dismissed from work. I had to stay working in the room while they cleaned and they actually challenged me asking WHY I DID NOT NOTICE THE ROOM WAS NOT CLEANED WHEN I FIRST CHECKED IN? Well, WHY DIDNT THEY CHECK THE ROOM WASNT CLEAN? It is not the customer’s responsibility, I suppose. What surprises me the most is that I never heard “I am sorry for the inconvenience…” any expressions that could make feel a customer assisted. The girl at the reception told me “if you say it is not clean, well… what can I say?” That is defined not the way I was expecting this to be treated. The hotel has potential, it is well located, the rates are reasonable, it has everything BUT it is lacking of good staff. It just takes 30 minutes to see how desperate the check-in process is due to this lady. And I know that if you got more written reviews like this they all would agree the staff is the problem because they are not even trying to do...