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Excelsior Hotel Complaint - Don't stay here!! - hotel room

Review by loveland on 2010-05-24
NEW YORK, RHODE ISLAND -- Booked a room at the Exclesior Hotel on W. 81st Street in New York City through a site called Get-a-room. The bed choices were one queen or two twins(!?!) We arrived at the hotel mid morning planning just to drop our luggage off and check in later in the day. We were told that the room was ready and were taken up to a room with two double beds. We returned to the desk and asked for a room with a queen as per our reservation and were told that they didn't have any rooms like that for us and none would be available. Apparently booking this room DOES NOT GUARANTEE that you get this type of room. The woman at the desk was very snippy and when we asked to talk to the manager, we were told that that person was not there. I can't imagine that if we had showed up later in the day, we would probably been put in a room with twin beds!! On the night before our departure, we asked if they could print our boarding passes for us and were told that there was a computer around the corner that we could use to print them - $3.95 for 30 minutes!! I guess he was too busy, at 10:30 at night, playing games on his computer to do this simple task for us. We asked again the next day when no one was in the lobby about printing our boarding passes and were told the same thing. We asked if she couldn't just print them for us and she told us that she didn't have the internet. The people at this hotel acted put out with the few questions that we asked them. They were definitely not cutomer oriented. We will never stay at this hotel again.
Comments:2 Replies - Latest reply on 2010-05-25
Posted by momsey on 2010-05-24:
Unless you were told that you were guaranteed the type of room you requested, then you weren't guaranteed.

I don't like paying for the internet to print out my boarding passes either, but that's how it is in a lot of hotels. I had to do it in Las Vegas, and they charged BY THE MINUTE for the use of the internet. I'd have been happy for $3.95 for 30 minutes!
Posted by DCGirl on 2010-05-25:
The Get a Room website clearly states that special requests are not guaranteed.

Also, you must not travel to New York (or Europe) very much. Rooms with two twin beds are not the least bit unusual there.

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