Hotels.com

Good Afternoon,

I am an assistant to an Executive who is staying at the hotel mentioned above. I booked two nights for her at the Hotel staying 11/4 thru 11/6. This is Ms. Sealman's first trip to that part of New York city and after the first night at the NYCASA 46 Hotel she complained to me that the hotel felt unsafe, dirty, loud and the water that came out of the shower was gray and dirty. So I first I called Hotels.com to get her another hotel to stay in for tonight (11/5). The person I spoke to was very helpful to find me another hotel. When I asked about checking her out early from the current hotel he said I would need to contact customer service. This is where things really went poorly. I received terrible Customer Service. I explained the situation and was told to wait on hold for a long time while they contacted the hotel. The gentleman came back on the phone and said there was nothing he could do to help me and that the reservation was non-refundable. I asked to speak to a Supervisor and was again put on a long hold. After 10 minutes, I was connected with a supervisor, John C. I again explained the situation and that the hotel was not safe or clean and that Ms. Sealman needed to check out early. He said that based on the terms and conditions there was nothing he could do to help me. He was unapologetic and did not even try and help out. He just kept repeating the same thing no matter how I tried to explain the situation to him. I was terribly disappointed and felt that your company should stand behind your reservations. I asked him who I could speak to as his supervisor and he told me no one. Just to email on the website. Horrible customer service. I am hoping that whoever reads this can respond and correct this situation. Thank you and Regards
Robert Michaels