Trip ID *- ***-***-***-****I am writing to share my recent experience I had at your Mil...

GetHuman1532457's customer service issue with Priceline from November 2018

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The issue in GetHuman1532457's own words
Trip ID *- ***-***-***-****I am writing to share my recent experience I had at your Millenium property at Broadway Times Square last weekend, November *rd-*th.**There were * of us staying at your property for the weekend, * of us were running the New York City Marathon. We had * rooms booked, and wanted to be sure to get rooms close together, so I called Friday night before we left for New York. The man that I spoke to on the phone was very nice and told me the best option I had would be to call back the next day between * and **, while they are assigning rooms, so they could try and accommodate us.**As instructed, I called the next morning around **:**am, and was greeted over the phone by an extremely rude and disgruntled woman. I explained our situation and she rudely tried to rush me off the phone, not even letting me finish a sentence. I told her that it was one of her co-workers that asked me to call at this time, she interrupted me and told me they would deal with my request when we checked in. I asked her if we waited wouldn’t the rooms already be assigned, which would make it more difficult, probably impossible to get rooms together, and again she told me they’d “deal with it” when we got there. I hung up with her and called back to speak with a manager. When I was able to speak with a manager, I again explained the situation, and he told me that the man I spoke to the night before was wrong, and that the rooms have already been assigned. I told him the rude woman I just spoke to minutes before told me the rooms weren’t assigned yet, and again, he told me she was wrong as well. Regardless, he was able to try and accommodate us. The frustrating part of the situation was that we were not even on our way to the hotel yet and it had already been a struggle to get a straight answer or any help from anyone that worked there.**Upon arrival, our room wasn’t ready so we gave the bellman our bags and went to explore the city while we waited for our room to be ready.**Around *pm, we headed back to the hotel, got our room key and went to grab our bags. A different bell man asked for my receipt for the bags.. I told him I didn’t have one, I was never given a receipt. He told me that I must have lost the receipt because it wasn’t possible I wasn’t given one. I assured him I didn’t have one and I could describe our bags to him, he basically scolded me saying that I infact lost the receipt because their bell man would get fired if he didn’t give me one, so I must have been mistaken and lost it. I couldn’t believe that he was accusing me of losing the receipt, when I was sure I was never given one. Last time I checked, this is not how customer service works.**Finally we went upstairs to our room, room ****. I did my usual routine of checking the corner of the mattress for bed bugs, by pulling back the corners of the sheets. I am a flight attendant, I sleep in hotels for a living, * years of staying in hotels all over the world, I have never seen anything like this mattress. It was covered in stains of, what I would assume, was dried urine, and all kinds of other bodily fluids. It was so disgusting that we went down to our friends rooms to have them come look. They were in rooms **** and ****, and their mattresses looked the same as ours, covered in blood and urine stains. We all were so disgusted, we were going to go to our dinner reservations and deal with the rooms after.**After dinner, *:**pm, we went to the front desk, showed the man the picture of our bed and asked to speak to a manager. He looked at the picture and said, “oh my god, that is way above my pay grade, I’m going to send a manager up immediately.”**Fifteen minutes later, we had not seen anyone yet, so I went to call down from my room. Naturally neither of the phones in our room worked, so I had to call down to the front desk from the hall phone. After explaining that our mattresses were offensively disgusting to the manager over the phone she said she’d send someone up. Finally a house keeping manager came to our room, took one look at the bed and was mortified. He asked if they were reassigning our rooms, and we said he was the only one we had spoken to.**Around *:**, the hotel manager has YET to come to the room, so I called down AGAIN from the hallway phone, explained that we were running a marathon in the morning and the beds are unsanitary to sleep in, she told me to give her ** more minutes.**After **pm, my boyfriend finally went down to the front desk with pictures of the bed and asked when someone would be re-accommodating us... the manager came back upstairs with him, asked us all to come with her to two new rooms. Which was confusing because we booked * rooms. She brought us to a double room and asked the other two couples to share a room for the night and she would offer them breakfast in the morning. ARE YOU KIDDING ME??? $*,*** between the two rooms and they are being asked to share a room, but she’ll offer them breakfast??? Because their mattresses are covered in urine??? That’s unacceptable.**They brought my boyfriend and I to another room, I checked the mattress, and yet again, covered in urine stains. They brought us to ANOTHER room, in their “premiere” sister hotel, and I checked this bed, the mattress was clean, but there was a urine stain on the mattress cover, I simply just looked at the manager and she said, “is this mattress to your liking??? I can have someone come to change that sheet?” I thought this was an absolutely ridiculous response from her, making me feel as though I am being unreasonable for not wanting to sleep on a mattress covered in strange bodily fluids... we finally agreed to just sleep in this room, because it was now almost **pm and I had to run a marathon in the morning.**For the record, no one came to change the sheets.... shocking.**This was by far the most disgusting, disrespectful encounter I have EVER had at a hotel. Not ONCE did they apologize for having to move us to * different rooms, that were ALL soiled disgusting mattresses. We did not get a single apology, we were not offered any type of compensation, nothing!!!**I work in the service industry, I have NEVER come across this treatment before in my life. Anytime I have ever had any type of issue at a hotel, it was always resolved with courtesy and professionalism. I myself, would NEVER treat a customer the way we were treated, to made feel like such an inconvenience.**Personally, I am concerned for the overall cleanliness of your property, as the mattress should be seen EVERY time the sheets are changed, which should be EVERYDAY. There is absolutely no excuse for this, it’s not that there were a few minor stains, these were absolutely offensive.**I would like to be contacted regarding this issue, and I have attached pictures of our room.

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Priceline

Customer service issue
Reported by GetHuman1532457
Nov 9th, 2018 - 3 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 4663 others
0 customers following this

Timeline

GetHuman1532457 started working on this issue
Nov 9th, 2018 9:42pm

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