Mayfair Hotel, an Ascend Collection Hotel — Hotel in New York

If I could leave no stars I most definitely would. My husband and I booked a two night stay for my birthday weekend in NYC through Priceline and this is where we ended up. I think this is the first time I have ever written a negative review, but it was that bad! FIrst off, we walked into the lobby and it felt like it was about 95 degrees in there, absolutely no air. They assured us our room would be nice and cool when we got back later. We got into the city early so we left our bags for them to store until we could check in. We came back to check in and there our bags sat, right out front where anyone and everyone coming and going could have accessed them. They never checked ID when we got them so anyone could have walked off with all of our belongings (by the way it was a different person working so it's not like they recognized us from that morning). When we checked in it was still just as hot out front and we were told the elevator was broken and we were on the 5th floor... by the time we reached our room we were both soaked in sweat and the room was just as hot. It was so small, dated and just felt dirty. My husband had to stand on a chair to turn the window unit on and even pumping it full blast it didn't do much to cool off the room. As small as the room was, it shouldn't have taken long to cool down. By the way, there was literally not even room to set our bags down on the floor next to the bed. The lock on the door wasn't even screwed in completely so it would have been easy for someone to come in. This place was seriously like something out of a horror movie!!! I wasn't happy (happy birthday to me) and neither was my husband. He is very easy to please, so I knew when he said he wanted to leave, it HAD to be bad! We decided to leave so we called a hotel a few doors down and hiked back down to check out. They refused to refund our money, even though the reasons for leaving were very obvious. They told us to call Priceline to inquire about a refund since we booked through them. We left and got settled into another hotel and I called Priceline. They told me it was up to the hotel, basically the hotel would have to authorize them to refund the money so they called the hotel themselves and were told no that they wouldn't authorize it. I have called the hotel (and Priceline) numerous times about a refund. I have left messages for the manager of the hotel (Ed), who I have doubts even exists at this point. It has been over a month now and I have yet to even get a call back from him. I have been told his normal working hours, but somehow every single time I call I get sent to his voicemail to leave yet another message. I wanted to share my awful experience with this hotel and advise anyone to stay basically anywhere but here. This put a damper on our trip from the time we set foot in NYC and has been a thorn in my side since we left trying to get this issue resolved. I honestly do not know how this place is still in business with the condition of the hotel and the horrendous customer service we have received. Please save yourself and book...

I had to SLEEP ON THE FLOOR. Make sure you double check your booking by calling them. Their third-party service (that sends the available room list to the travel/booking agencies) listed the WRONG ROOM TYPE as available.||"TWO DOUBLE BEDS" it said, in all caps, on the booking site (Chase Travel). I booked that, expecting two beds, and on arrival, turned out it was a single bed. Despite going back and forth with the hotel and Chase, neither parties were able to offer anything for me, no refund, no rebooking somewhere else, nothing. Best the hotel could do is offer me ~$30, for a $312.34 booking. Unacceptable. It was too late for me to book somewhere else for a reasonable price/location. I had no choice but to use the room and sleep on the floor. The Hotel or Chase was unable to book somewhere else, or help in any way.||The Mayfair hotel people said: "it's out of our hands", "it's the third-party service's fault", "we can't do anything about it", "contact Chase Travel"||When contacting Chase Travel: "it's out of our hands", "it's the third-party service's fault", "we can't do anything about it"||Of the four parties involved - The hotel, the third-party listing service, Chase Travel, the customer (me), I was was the one who had to pay for the third-party service's mistake. What?||Note: Chase Travel is not the third-party service. The third-party service is some random company that sits between the Mayfair Hotel and travel services like Chase. This third-party service is at fault for the erroneous "TWO DOUBLE BEDS" listing. Mayfair Hotel and Chase just shuffled the responsibility between each other, blaming the third-party service. This left me with no recourse. Mayfair Hotel is the one with ultimate responsibility here, they are the ones who contract the third-party service to post listings. They should have refunded me, or rebooked me somewhere else, at no cost to me, then figure out the problem with their service. Nope. YOU pay for the mistake.||So don't book here. At Mayfair Hotel, it is YOUR responsibility to pay for THEIR third-party service's mistake.||You'd think too they could have an extra portable bed they could provide in situations like this, but apparently they lack the foresight of some mistake like this happening. I would have been much more okay with this situation if they provided this extra bed. Nope, had to use the existing bedding! Basically sleeping on the floor, with just a mere blanket...

I had to SLEEP ON THE FLOOR. Make sure you double check your booking by calling them. Their third-party service (that sends the available room list to the travel/booking agencies) listed the WRONG ROOM TYPE as available.

"TWO DOUBLE BEDS" it said, in all caps, on the booking site (Chase Travel). I booked that, expecting two beds, and on arrival, turned out it was a single bed. Despite going back and forth with the hotel and Chase, neither parties were able to offer anything for me, no refund, no rebooking somewhere else, nothing. Best the hotel could do is offer me ~$30, for a $312.34 booking. Unacceptable. It was too late for me to book somewhere else for a reasonable price/location. I had no choice but to use the room and sleep on the floor. The Hotel or Chase was unable to book somewhere else, or help in any way.

The Mayfair hotel people said: "it's out of our hands", "it's the third-party service's fault", "we can't do anything about it", "contact Chase Travel"

When contacting Chase Travel: "it's out of our hands", "it's the third-party service's fault", "we can't do anything about it"

Of the four parties involved - The hotel, the third-party listing service, Chase Travel, the customer (me), I was was the one who had to pay for the third-party service's mistake. What?

Note: Chase Travel is not the third-party service. The third-party service is some random company that sits between the Mayfair Hotel and travel services like Chase. This third-party service is at fault for the erroneous "TWO DOUBLE BEDS" listing. Mayfair Hotel and Chase just shuffled the responsibility between each other, blaming the third-party service. This left me with no recourse. Mayfair Hotel is the one with ultimate responsibility here, they are the ones who contract the third-party service to post listings. They should have refunded me, or rebooked me somewhere else, at no cost to me, then figure out the problem with their service. Nope. YOU pay for the mistake.

So don't book here. At Mayfair Hotel, it is YOUR responsibility to pay for THEIR third-party service's mistake.

You'd think too they could have an extra portable bed they could provide in situations like this, but apparently they lack the foresight of some mistake like this happening. I would have been much more okay with this situation if they provided this extra bed. Nope, had to use the existing bedding! Basically sleeping on the floor, with just a mere blanket...