Terrible service/price gouging/uncaring staff - The Commerce Inn New York - Buy Reservations
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🤮 1/5 - Terrible service/price gouging/uncaring staff
By 👻 @Jillian O, 08/24/2022 3:00 am
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I booked this hotel before Christmas for a concert I was going to the following August. I booked through booking.com and picked pay at the hotel. The rate was $109.00+tax. My credit card expired the end of July, the concert was August 10th, fully aware the credit card would expire I reached out to them through the booking.com app, informing them I was coming, do not cancel my reservation and if they needed the new expiry date to let me know. I heard nothing back. I arrive at the hotel 3:30 and "Mike" is on the phone with booking.com about another reservation that was cancelled. I had some miserable woman tell me I couldn't check in then slid my drivers license towards "Mike" on the phone. He starts talking to booking.com about my reservation saying they cancelled it. I work at a hotel, I know full right well the hotel itself has to request the cancellation, booking.com doesn't just randomly cancel peoples reservations. "Mike" then proceeds to ask me if I got the email from them about it being cancelled... nope..no I didn't, 2 seconds later while he is on the phone the email comes through 3:49pm, I had already been standing there with other people they were doing this to for about 15-20 minutes. The miserable lady told me there was no rooms left, then proceeded to do a walk in while i was standing here with these other people hoping "Mike" would come through for us. Unfortunately for us he didn't. he said the only way we could stay is if we paid $500.00 for the room. I asked to speak to the manager in which he proceeded to swear and tell me the manager was at a funeral. At this time I'm late for the concert (I came from Canada) so I paid the $500. The next morning went to front desk to speak to manager again, the great caring "Mike" guy was there again, pretty much didn't even acknowledge me. If he's not the manager I hope he gets paid well for being a crooked thief. I am in contact with booking.com over this situation but in the mean time I had to send booking.com my invoice and charge, so when I called my credit card, they said this hotel has tried to manually charge my card 7 times without my authorization (putting my pin in). At the end of the night this hotel still had rooms. I don't understand how it is my fault they didn't know there was a big event in their town that night and adjust the rates accordingly at that time, or that they don't check their booking.com extranet for messages from their guests. I picked pay at the hotel, I was there to pay. I left this hotel feeling very violated and sad that someone could do business this dirty and have people arrive from another country to a cancelled room with no notice. Shame on you Comfort INN and Suites and Choice hotels.
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