The hospitality industry have had an abysmal time this year. We were due to stay at the Chelsea Pines Hotel in the summer but they were closed due to COVID-19. This was not an issue for us as we were unable to travel anyway. It would have been our third stay with them and we were very much looking forward to it, having previously described Chelsea Pines in a TA review as ‘One of the best hotels (in New York City) that we have stayed in’. However, given the contempt that they have shown for their clientele during the summer means we are unlikely to choose to stay with them again. It has taken multiple emails, telephone calls and ultimately the involvement of a third party before we had any response from them regarding the refund of our deposit. They may have been closed but this doesn’t mean that someone couldn’t take the initiative to actually respond to customers. When we did eventually get a response we had a series of broken promises as to when the deposit would be refunded and excuses such as ‘our machine is broken’. Finally we have now received our deposit, but wasted so much time trying to get this returned.…
I booked a room for November 2020 in January, they took my deposit and said if I canceled I had to do it at least seven days out. Not surprisingly, I have had to cancel my trip to New York City. They will not pick up the phone or respond to emails. I will have to contest the charges with my credit card company which might be difficult because they were incurred many months ago now and there are normally time limits. My kids stayed at the hotel in 2019 and enjoyed it, however (assuming they have not permanently closed anyway) I would not book there again unless I was 100% certain I would not have to cancel.
I have been trying to cancel my reservation and get my $600 deposit back for almost two weeks now. I am within my 7 day cancellation window. I have left 3 voicemails and sent 3 e-mails. Zero response. This is ridiculous! They had no problem taking my deposit immediately!
They advertised Complimentary Breakfast , that occurred once during our entire stay , that was Sunday. Told Monday and Tuesday - no food . Monday, ran out and the staff indicated they didn't have a credit card to buy more food. Tuesday a sign was posted indicating management changed the policy on Complimentary Breakfast. Arrived from CA on red eye at 11am Sat room not ready no big deal ( expected) . Came back at 3pm set up in Donna Reed rm 404 to a moldy bathroom that they would not let us move out of until Monday . Monday got moved to 402 where TV and bed were broken, phone did not work , moved again to another room 404 ( Ann Margaret) no working phone , but no mold in bathroom Complained to management Took pictures, have pictures which were provided to your staff This place has charm but not the charm it's advertising nor the pictures used to embolden the look/feel of the place. False advertising Requesting a refund as the staff lied consistently , forced us to stay in a health hazard room for an unnecessary amount of time. The day we left the contractor hired to deal with the moldy Donna Reed bathroom thanked us for the referral and work No face towels were ever provided after repeatedly being asked Channels available on your TV required re-scanning 2x a day to view properly The extra locks on the doors to the rooms don't lock , but not a worry as I room bound as I got was sick, so any one breaking in would have caught me throwing up in the moldy bathroom I've written to NYC BBB the NYC tourist board. It feels like this place went thru some sort of major management change from the time I researched booking this place to the time my party arrived…
My stay at the Chelsea Pines was fine. Great value for money and unbeatable location. It's close to metro stations and to a bunch of good restaurants. The only thing is that one day, they didn't make up the room and internet access was very unrealiable. Not a deal breaker for me though.
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