Help! We Had to Sleep in the Hotel’s Breakfast Room. We Would Like a $215 Refund.
Last September, my husband and I flew to New York City and headed to the Ridge Hotel on the Lower East Side to spend a few days before a cruise. Since the Ridge had “contactless check-in,” we had received two codes to get in the front entrance and our room. When we arrived after midnight, we had no problems getting into the hotel with the first code. But we couldn’t get into our room with the second code. There were no staff on duty, so we called the hotel’s number. But the woman who answered could not help and subsequent calls went to voice mail. I also sent messages through the Booking.com app, the online travel agency with which we made the reservation, but the staff there couldn’t solve the issue. So we spent the night in the hotel’s breakfast room, where the restroom also required a code that we did not have. The next morning, the hotel staff sent an apologetic message with the right code, and promised us a refund for that night, about $215. But we never got the money, even though the hotel insists they returned it to Booking. Can you help?