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The hotel was closed which caused all sorts of issues for us snd your employees never updated your system to reflect our relocation
MARIA ISABEL
Stayed 2 nights in Dec 2021
Response from Customer Service on 9 Dec 2021
Thank you for your feedback and for reaching out to us, Maria.
We sincerely apologize for the miscommunication on our site regarding the temporary closure and we will make sure to update it properly as soon as possible. Thank you for reaching out to us about this so we can ensure this is fixed moving forward. We would still love to host you when we reopen. Thank you again.
The property was closed and doors were locked upon arrival at the front door of the hotel. Calls to the hotel were not answered. Representatives at Travelocity appeared unaware that hotel was closed when contacted.
Hotel was locked with lights off.
Could not check in. Had to sleep outside hotel entrance.
March
Stayed 3 nights in Nov 2021
Response from Customer Service on 15 Nov 2021
Dear guest
Our sincere apologies as our closure has been extended.
Due to the slow recovery in NYC the hotel was forced to extend its closure.
We notified all third party of our closure and cancellation of all future bookings.
8/10 Good
Christina
Travelled with family
9 Nov 2021
Liked: Cleanliness, staff & service, room comfort
Accessibility
The hotel was nice and comfortable, however, the building was older and although the room was accessible, it was extremely challenging to get down the hall ways and into and out ofbthe elevator with the hallways being narrow. Just barely wide enough for a wheelchair or scooter.
We actually stayed at The Stewart. Double tree was not available. Room was old, wall paper pealing off, stained carpet, stained bathroom tiles, bedding was stained and no one had vacuumed under the beds in months. Tv didn’t work. Would not stay there again or recommend.
Sandra Elizabeth
Stayed 4 nights in Oct 2021
Response from Customer Service on 31 Oct 2021
Sandra,
We're sorry your stay at The Stewart did not meet your expectations.
2/10 Terrible
Cesar
30 Oct 2021
Cesar
Stayed 3 nights in Oct 2021
2/10 Terrible
Tammy Lee, Tustin
27 Oct 2021
Tammy Lee
Stayed 4 nights in Oct 2021
2/10 Terrible
John, Temecula
Travelled with family, Business traveller
27 Oct 2021
Disliked: Staff & service
We were boarding a plane only learn the hotel was completely shut down. No advance notice and no rebooking until we reach out to Expedia who did a great job
John
Stayed 2 nights in Oct 2021
Response from Customer Service on 27 Oct 2021
We apologize for the miscommunication and inconvenience, John. Our hotel is currently closed and will not be re-opening in 2021.
2/10 Terrible
gianna
26 Oct 2021
gianna
Stayed 1 night in Oct 2021
2/10 Terrible
Lindsey
25 Oct 2021
Lindsey
Stayed 2 nights in Oct 2021
10/10 Excellent
Federico
Travelled with family
25 Oct 2021
Liked: Staff & service
Excellent Vacation
We’ve been transferred an another hotel, Stewart Hotel, the staff was awesome, very friendly and helpful. The location is amazing but the rooms they need to watch more the cleaning. We are very happy for our staying.
Federico
Stayed 3 nights in Oct 2021
2/10 Terrible
Bryan
25 Oct 2021
Bryan
Stayed 1 night in Oct 2021
Response from Customer Service on 26 Oct 2021
Our sincere apologies for the inconvenience, Bryan. The hotel is trying its hardest to reopen its door as soon as possible. We canceled all our reservation and advise all our third party booking partners to advise their guests.
We hope to reopen our doors to welcome back our team and guests, thank you.
Unfortunately this hotel was temporarily suspended and failed to notify me. I Arrived at the hotel to find out it was closed. No email, text or call was given prior to my arrival.
Kishana W
Stayed 1 night in Oct 2021
Response from Customer Service on 25 Oct 2021
Please note we have advise all third party partners of our closure.
We sincerely apologize for the inconvenience.
We are working very hard to reopen our doors as soon as possible.
The whole experience could not have been any worse. The hotel and hotels.com sold us rooms when the hotel has been closed for 18 months. Both together were fraudulent in their dealing and cheating us. we stood in front of the hotel with our bags and no place to go. They did not make any effort to help us find another hotel. In return for all our problems all they want to give us another voucher for hotels.com. Why would I ever want to use such a company again. I have no faith in such a bad operation of double tree hotel and hotels.com who together let it happen and sold us a rooms to us and our friends. In my opinion I have never be treated worse and I am going to report this to Attorney general and better business bureau so this does not happen to anyone else.
Archana
Stayed 2 nights in Oct 2021
Response from Customer Service on 25 Oct 2021
Thanks for the feedback, Archana
Our sincere apologies for the inconvenience.
The hotel is trying its hardest to reopen its door as soon as possible.
We canceled all our reservation and advise all our third party booking partners to advise their guests.
We hope to reopen our doors to welcome back our team and guests, thank you.
Oscar Vertiz | Assistant Director of Sales
This place is closed for a whole year and you booked us there . Still you’re looking for rating .
Verified traveller
Stayed 2 nights in Oct 2021
Response from Customer Service on 25 Oct 2021
We are truly sorry for the inconvenience.
The hotel is trying its best to reopen its doors as soon as possible.
2/10 Terrible
FLORELLA
Travelled with family
23 Oct 2021
They cancel our reservation only 1 day before travel
FLORELLA
Stayed 2 nights in Oct 2021
Response from Customer Service on 24 Oct 2021
We appreciate you for bringing this problem to our attention, Florella. We know choosing the right hotel for all your needs can be time consuming, and we regret that we didn't make it a stress-free experience for you. Your feedback regarding our reservation system is not something you should have encountered. Could you provide the details of your reservation (name and dates) along with an email address or phone number that would be convenient to reach you? We'd like to look into this as soon as possible.
We do hope you give us another opportunity to share a more positive experience with you soon.
2/10 Terrible
Kateidra
Travelled with family and small children
23 Oct 2021
Disliked: Property conditions & facilities
Property wasn’t open and charged me for my stay anyway!
this was the worst trip ever pre paid my stay when we arrived the hotel was closed sign on the door did not receive any notification of this closing could not get ahold of any one on this problem we had trouble finding a place to stay so we took the train back to ma fron ny city this mix up cost me hundreds of dollars and did not get back until midnight my nightmare is still going on i booked a non refundable stay now hotels.com and doubletree hilton are blaming each other and neither one has provided a refund the fight goes on beware
Verified traveller
Stayed 2 nights in Oct 2021
Response from Customer Service on 28 Oct 2021
Our sincere apologies for the inconvenience. The hotel closure has been extended until further notice.
2/10 Terrible
heather
21 Oct 2021
Disliked: Staff & service
heather
Stayed 1 night in Oct 2021
Response from Customer Service on 22 Oct 2021
Heather,
Our team is known for our phenomenal customer service, and we are disappointed when we fall short of this standard. It's upsetting to hear that you experienced problems while staying at our hotel. Please know that this isn't something we take lightly. We do hope you give us an opportunity to share a more positive experience with you soon.
The hotel is closed!!!!
I made a reservation and thought everything beas set. Show nup to check in and there are signs on the front saying the are permanent closed. Stood there for hours trying to find another hotel so my family wouldn't be on the street. So disappointed and I won't be using Hotels.com in the future
Dvonne
Stayed 1 night in Oct 2021
Response from Customer Service on 20 Oct 2021
We understand your frustration with Hotels.com, Dvonne, however we would appreciate if you would please remove your review about our hotel as your issue is not with our hotel, but with the site. Thank you.
This hotel is CLOSED and has beem for 2 years. Why hotels .com is still letting people make reservations is beyond me.
Rachel
Stayed 2 nights in Oct 2021
Response from Customer Service on 20 Oct 2021
Rachel, from reading over your review we can see that you have an issue with hotels.com, not our hotel specifically. We would appreciate if you would please remove your review seeing as your issue is with the site, not our property.
2/10 Terrible
Julie
19 Oct 2021
Julie
Stayed 3 nights in Oct 2021
2/10 Terrible
Nilima
19 Oct 2021
Hotel.com committed fraud by charging for rooms and after we arrive here in NY from Florida that that hotel is closed for about 2 years
Thus situation will go to a lawyer as no one from H.C is resolving this issue.We will also inform State attorney’s office about H.C
Nilima
Stayed 2 nights in Oct 2021
Response from Customer Service on 20 Oct 2021
We understand you have an issue with Hotels.com, however, we ask that you please remove your review for our hotel as your issue with Hotels.com, not with our property. Thank you.
THIS HOTEL HAS BEEN CLOSED FOR 1.5 YEARS. Hotel.com sold us a room here. We arrive and the hotel has been closed for more than a year. There were several families in the sidewalk literally not knowing what to do. It was a MESS. We were lucky that our phones were charged and were able to quickly get another hotel last minute. Outrageous
Kirsy
Stayed 2 nights in Oct 2021
Response from Customer Service on 20 Oct 2021
We are sincere sorry for the inconvenience.
The hotel has extended its closure until further notice, we have canceled all our future bookings and advised all our booking partners.
Oscar Vertiz | Assistant Director of Sales
Our sincere apologies, the hotel is closed until further notice. The hotel has advised all third parties in order to avoid situations similar to yours. We hope we can reopen our doors as soon as possible.
Los pasillos oscuros la bañera un poco pequeña pero la cama excelente me gusto
Carlito
Stayed 3 nights in Oct 2021
2/10 Terrible
Erik
18 Oct 2021
Erik
Stayed 2 nights in Oct 2021
Response from Customer Service on 19 Oct 2021
Thank you for sharing feedback from your recent stay with us, Erik. We are saddened to see you were not happy with the experience you had at our hotel. We are not entirely sure what we could have done better to provide you with a 10/10 experience as you only left a rating on your review. We hope that you'll give us the chance to provide you with a perfect stay in the future. Thank you.
You booked me at this Hotel and its not even OPEN!!! Sent me a confirmation on the 5th through a text message. It wasnt until I was getting off my train looking for my confirmation email that i saw You emailed me 2 days prior my stay , the hotel is still closed and i needed to book another hotel. I had not time to do so. why would you let any book this if its not available????
We got there and the hotel has been closed . Not open . Disgrace they would ever sell rooms .
Kevin
Stayed 2 nights in Oct 2021
Response from Customer Service on 19 Oct 2021
Thank you for bringing this situation to our attention, Kevin. We appreciate your honest feedback about our reservation system, and we will be sure to address this with our team moving forward. We're sorry that your experience with us tarnished by false advertisement and we hope that you give us the opportunity to host you in the future when we are open and ready to share a more positive experience.
Due to the slow NYC recovery the hotel has made the difficult decision to extend its closure.
We apologize for the inconvenience and we look forward to reopening our doors asap to our and guests.
Great location!! The check-in process was smooth. The room is a little bit outdated.
Verified traveller
Stayed 4 nights in Sep 2019
2/10 Terrible
Verified traveller
30 Mar 2020
Verified traveller
Stayed 2 nights in Mar 2020
Response from Customer Service on 31 Mar 2020
We appreciate you taking the time to share your rating with us.
We regret that your stay was anything less than ideal. We strive to provide our guests with only the most relaxing of visits so we’re disappointed you faced such difficulties. We’ve forwarded your rating with the appropriate members of our team so that we may improve moving forward. We hope to have an opportunity to provide you with a more positive experience that our guests are accustomed to.
We have stayed at this property several times and the service has always been excellent. The cleaning people are always so friendly when you pass them in the halls . The bellmen go out of their way to make getting cabs or car service and luggage shopping bags taken care of and always with a smile and a nice chat.
Marci
Stayed 2 nights in Mar 2020
2/10 Terrible
Verified traveller
17 Mar 2020
Verified traveller
Stayed 3 nights in Mar 2020
Response from Customer Service on 17 Mar 2020
Thank you for the feedback.
We are sorry to hear that your stay with us was less than ideal. We hope to be able to host you again soon for a more positive experience. Thank you.