Millburn Hotel - NYC Complaint - Milburn Hotel: Bad Math
NEW YORK CITY, NEW YORK -- My wife booked a room at the MILBURN HOTEL in New York City on their online website.
Their cancellation policy states "72 hours notice" in one location and "3 days" in another. The reservation was for June 25th. Their check-in time is 3:00 p.m. We believed she had until 3:00 p.m. on Sunday (= 72 hours) to cancel.
She knew there was a possibility her plans changing and made a point of finalizing some details before 3:00 on Sunday the 22nd.
It turned out she could not make it.
My wife attempted to cancel the reservation online at 12:30 on the 22nd and the website rejected it. I called the hotel and the front desk said they were "too busy" and would not deal with web-booked rooms (their own website, remember, not a broker).
We sent an email to their "contact us" at 1:30 p.m. on the 22nd requesting assistance and never received an answer.
My wife called again on Monday and was rebuffed with the new claim that the cancellation had to be three days before the start of the day of the reservation -- e.g. by Midnight on Saturday, (87 HOURS before they would let her into the room.)
For a decent-looking hotel the overall service response of their employees was more like the NYC of the 80's than the generally customer-friendly approach of recent years. We were very disappointed (and apparently are out $300 bucks).
I would recommend a very cautious approach to working with this hotel.