This was one of the most unprofessional and mishandled hotel experiences I’ve had, especially concerning for a property in a market as competitive as New York.
I entered my assigned room and immediately found the sink completely clogged and unusable. I had not used the room at all. I reported the issue right away and simply requested to be moved, which should have been a routine and easily resolved situation.
Instead, the night manager, Kiefer Braizer, falsely accused me of damaging the room, without any investigation and despite the fact that I had just checked in and proactively reported the issue.
What followed was completely unacceptable. I was escorted out of the hotel by security at approximately 2am, as if I had done something wrong. The handling of this situation was not only inappropriate, but deeply concerning. The manager’s demeanor throughout was dismissive and unprofessional.
To make matters worse, I was charged $340 for damages I did not cause and did not authorize. That charge is now being disputed.
This goes beyond poor service, this reflects a serious failure in basic guest handling, accountability, and judgment. At minimum, this situation warrants a full investigation, reversal of all charges, and appropriate internal action regarding how this was handled.
If this is not resolved promptly, I will be escalating the matter further through Hotels.com and my credit card provider.