The former Desmond Tutu Center was my favorite place to stay for business travel to NY (beautiful building, great location) but I have never had such a frustrating customer service experience as with the new High Line Hotel (between overbooking and months of billing mistakes) and will probably never stay there again.
After calling the billing department at least 15 times (they never respond to email), I finally had to take a dispute to my credit card company. Despite each employee being polite and always agreeing with me over months of interactions, the hotel has never followed through correctly and I have spent far too much time trying to troubleshoot their mistakes.
Before my stay, I called to let the hotel know I would be checking in late due to a funeral. When I arrived exhausted at midnight, my pre-paid room had been overbooked and I had to stay in a tiny room without a closet. The front desk assured me I would be discounted for the downgrade but on the last day I was billed the original amount.
I asked for an updated invoice as I checked out and paid all mini-bar charges separately on my personal credit card. The front desk had a line of people waiting and asked if they could re-bill me by email. The new invoice still overcharged for the room, plus added a duplicate mini-bar charge (charging me once on my work account and once on my personal card for the same amount).
What followed next was months of painful back-and-forth and six revised invoices, finally ending with credits for all incorrect charges but also adding a new mystery charge on my work account months after my stay. I contested that too but after no credit appeared for the new charge, I had to contest it with my credit card company. Had this been my personal card, I would have rather paid money I didn't owe than waste any more time but with a work account, I was not willing to file a new expense report to explain an unknown charge.
Based on my experience and looking at other reviews on TripAdvisor, High Line Hotel's terrible customer service and billing are not an isolated incident. If they could address this problem, it could still be a great hotel, but that seems like it would take a major shift in their operations and culture. CAVEAT EMPTOR.
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