The Standard, East Village — Hotel in New York

I had to admit that rooms at this hotel are OK and the breakfast was delicious. However, I also have to say that the attention to customer is horrible.

I came to this hotel attending a NYU conference. I checked out from this hotel on November 22nd. Since then, the Hotel blocked me $150 from my debit card even though a credit card was provided by an NYU representative to ensure any possible  and additional expense. After calling the The Standard Hotel on Monday 23rd, the receptionists told me that it would take up to 2 or 3 days to release this money from my debit card.

On Wedneday November 25th, I called again by phone. Again, a receptionist told me that she was going to pass me with someone from the accounting department to fix this problem but nobody ever answered the phone. I left a message on the voicemail of that accounting department person,  but nobody ever called me back.

On Friday November 27th, I called back again. I asked what was going on, but it was never provided any positive answer. Every time I was passed with the accounting department, nobody hanged up the phone. I tried to speak several times with the receptionist, making them understand that I just needed a document to be sent to my bank, so they can release the money, but the only reply I got from you it was that I had to wait until Monday November 30th to call back again.

All this time, NYU's representative is been helping me out to reach you. However, he has obtained the same result: nothing. Not even the manager of the Hotel was capable to answer the phone or give me any explanation on why is taking so long to send an statement allowing the release of the money this hotel blocked me.

Today it's November 30th. It's been 8 days already since I checked out from the hotel and the money has not been released yet. Once again, I tried to reach out the hotel and the ONLY respone I got it's that I called late (apparently, the accounting department just work from 9 am to 5 pm). Honestly, I cannot understand how such a prestigious hotel cannot communicate  information from the receptionist to the accounting department after calling the Hotel several times in 4 different days. And two different people!!

I am trying to explain that $150 might mean anything to a New York citizen. However, it suppose a lot to me.

Hope anyone who is considering to book a room here consider this $150 requirement in count, as it can take more than a week to release...

Strap in - this is going to be a long one.||I was in charge of planning a trip for a group of 10. The Standard East Village was in the best location and had the best rate compared to other hotels. I booked this hotel based on it’s accessibility to great restaurants, coffee shops, stores and night life.||I had to call The Standard twice, mainly for peace on my end, regarding some things about checking our luggage before our rooms were ready and various details of our reservation. Both times I spoke to representatives, not only were they extremely helpful - they are so KIND. I’m from the south, and I’m used to southern hospitality, but these customer service reps were so nice! ||Upon arrival to The Standard East Village, my herd was able to drop our bags and hit the ground running in a matter of minutes. The team welcomed us with warm smiles and patience, as we had just made it into the city after getting off a flight and were a little disoriented. They didn’t miss a beat, taking our luggage, giving us water, and recommending things to do while we waited for our rooms.||Once our rooms were ready, we met evening manager, Sha. Sha made sure our entire group knew the ins and outs of the hotel. Sha also quickly became my favorite person because, for the remainder of the weekend, she addressed us all by name anytime she saw us. That’s 10 people! And that’s just my party, she had a whole hotel! ||The rooms were better than I pictured. The views of the city were amazing, and there was plenty of space. Upon returning to our room one day, I noticed a note from Sha and the team. We were there to celebrate a birthday and Sha had given all 10 of us a voucher for a drink at the hotel cafe. One night, a couple of us wanted to go out to a lounge. Sha had great recommendations (I asked for very specific ones and she didn’t even have to stop and think) and was still there when we returned to the hotel, ready to welcome us and ask us how our night was.||I could go on and on, truthfully. And I was only there for 4 days. In New York, a hotel room is easier to find than a friendly face. The Standard East Village had everything and more. To Sha and the team, thank you all so much for making this weekend memorable. All 10 of us couldn’t stop raving about how incredible your service was. Some people don’t need to be in hospitality - but you guys are right where you need to be. You made us feel at home, and we can’t wait...

I really want to make this place my goto staycay, the bed was super comfortable, very clean with a great view and i didn’t hear noise from other guests on my floor the anxiety of booking yourself into a covid party trap is real from what I’ve seen in reviews of other hotels. The only thing that left me with a bad taste was the near $40 in taxes and fees i was charged upon checking out which was not mentioned in anyway during check out or on the app i booked it on. (I only found out when i checked my email the next day to see an invoice that they had charged me.) The app i booked the reservation on does say “hotel may charge taxes and fees” unlike most of the other hotels on the app that list extra fees when there are this one did not list any at all. I already paid $50 in “taxes and fees” upon booking I’m not sure why i was charged again upon check out without notice or explanation.

Upon looking at my transactions on my credit card i have the amount of the booking on hotel tonight charged, But then another $150 and also $9?

Called up the front desk for more information, $150 was a pre charge in case of damage and refund on check-in according to them this charge was reversed already (i am waiting for this refund to be reflected on my card) as for the $9 it was for something from the minibar which don’t get me wrong if i grab anything from id of course expect to pay but i did not and they will be reversing that charge. So this leaves the confusion of the invoice i was sent for a facilities fee of $30 with 4 different fees and taxes onto comes to $37.93 of that now this was also not made aware to me, which makes me curious what the $50 in taxes fees i paid on the initial booking was for, I had known i would be charged an extra fee for a roof that closed at 10 and water i would have used them. I suppose I’m a hotel newbie in that respect but i did expect these extra charges to be made aware to me ether at check in or via email or listed on the booking app It feels unethical and...