I booked my hotel a month in advace and when I arrived at the hotel at 2pm was told that I would have wait until 4. That was ok because it was policy and procedure. At 4 I went to the counter for the agent to explain to me that there was only a King room for a guest of 5 including a child. I was told that there were plumbing issues and that the plumbers were working on it and I told them I was willing to wait, then was told that it wouldn't be until the next day. I explained that it would not work we both were calm during this process and I asked for a refund and was told that only management will be allowed to refund once again I was willing to wait ( I'm very patient), then was told the manager would not be in. So I stepped to the side and called the police because policy states that if I don't check in at a certain time I would be charged fully w/o a refund. The police arrived and also complimented me on how calm I was; by the time they got there the lobby was now filled with guest waiting for a room. This hotel only has 15 rooms and rooms are sold thru expedia, trip advisor, booking, directly with hotel, and other 3rd party cites so its understandable why they are always overbooked. There is a sister hotel across the street that was also overbooked but they assured me that I would have a room there, I went there to find other guest complaining about no water, lights etc. and notice that the same manager I was told was out for that day was across the street. He did not want to give my refund, after the police talked with them I received my refund at 7:15pm. I worked for a independently hotel and I know all about the excuses they come up with to have an excuse, independently hotels sells room like the airlines sells seats. They often overbook with the thought that people wouldn't show up and profit is made. Don't stay here unless its in the middle of the week. I can say so much but my mind is moving faster than my hands.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 26, 2012
We sincerely apologize for your experience and we are looking forward to have another chance and show you the real Astor hotel experience. I apologize for the confusion but we did have 2 rooms in hold for you in different hotels same category same room type. There was a overbooking made by a travel agent and we went our way out to correct travel agent mistake and relocate guests and be responsible but unfortunately in situations like this is very difficult to make everyone happy. The manager was 4 hours away in a business meeting but the manager in duty came within 15-20 minutes to refund the stay. I would like to have the chance to speak with you directly about your stay and hope that you will contact me at your convenience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.