ComplaintsforWarwick Hotels and Resorts

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There was a blizzard in ******** - I was unable to use this hotel because my travel plans were canceled due to inclement weather, as has been known to happen in the mountains. I called the moment I knew this at 7:51p on 11/06, as my trip was rescheduled for 11/17. After navigating an endless loop of an automated menu, I reached a human with reservations for the Warwick ******. That person told me to reach out to *********** to modify. After another 25 minutes of navigating the phone menu, Booking called them to make the change; I was told this wouldn't be a problem. Booking couldn't connect with someone at the front desk to make this change and advised me to call them back to answer their modification request at 8:33p (attached screenshot). I was assured this wouldn't be a problem; it would be cheaper because the rescheduled date is a Sunday night. Then I didn't hear anything - I called twice on my lunch. I got a front desk agent who said she'd 'talk to her manager' to approve the email request. Panicking now, I called Booking to get them to call from the desk. I waited on hold while this happened; the Denver Warwick DECLINED to make the change under the excuse that because it was less than 24 hours before check-in this wouldn't be possible. They also refuse to give a refund either because "they hadn't received any communication from Booking", which I frankly don't believe.

  Business response

  11/11/2024

  Dear BBB Team

  We have consulted with the hotel manager at the Warwick Denver.

  This is the reply of the hotel manager:

  
  Guest ********* booked a pre-paid, non-refundable reservation through *********** for arrival on November 7th 8th 2024. She later requested a date change as was re-directed to submit a date change request to ***********.
  
  Unfortunately we never received a booking modification or change request for the reservation resulting in a charge in full.
  
  While the reservation was non-refundable, management is able to confirm that there were many cancelled flights due to the recent winter storm.
  
  A full refund has since been approved for guest ********* through ***********.
  
  Guest ********* may can contact *********** for confirmation of the same. 

  We hope this satisfies.

   

  Customer response

  11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Room was dirty. They switched my room but downgraded me to a lesser quality room than I paid for. The room they switched me to was a queen bed, smaller and less amenities. Too I paid for was larger, had walk in shower, etc.

  Business response

  10/30/2024

  Dear BBB,

  So that we can properly get the right hotel to comment and investigate. Please confirm which Warwick hotel this is in reference to.

  Thank you,

  Warwick Hotels 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a reservation booked for the weekend of the 10/11-10/15. We were evacuated from our home due to hurricane ****** and thus flights were all canceled (we live in *******). We called the Warwick to reschedule our visit and instead of helping us reschedule the reservation lady canceled our stay and hung up on us. We have tried calling back since then and emailed them a few times about rescheduling with no answer. They have not refunded us our money for our stay either. We really would like to just reschedule but at this point we are worried about our money we spent on the hotel and not having any communication, especially due to the storm that hit us.

  Business response

  10/14/2024

  Hello BBB Team,

  For us to be able to check on this matter and follow up with the hotel. Which Warwick HOtel is this in reference to?

  Thank you,

  Warwick Hotels

  Customer response

  10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is the Warwick in NYC. Am I supposed to be submitting this information somewhere in particular? Thank you. 

  
  

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business response

  10/30/2024

  Dear BBB Team,

  Please thank you ** ****** for letting us know that the hotel in question was the Warwick New York.

  See below the response from the Warwick NYC Management team: 
  "Thank you for sending us your concern. We hope that you were not heavily affected by the hurricane.  As discussed with you by a manager, your pre-paid reservation back in 2023 was given an exception to be moved to a future date due to your personal issues without penalty.  As a courtesy was already extended,  it was also explained to you that we will not be able to waive any more penalty.   However,  our hotel manager is in contact with you to work out something regarding your reservation."

  The hotel team is in direct communication with her as well. 

  We hope this satisfies this inquiry.

  Warwick Hotels

  Customer response

  11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  
  

   Unacceptable. Hopefully we can resolve this matter without escalating further.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked hotel from July *****. I arrived July 14 at 10PM. Security deposit was $225.00, however the system was having issues. I was checked in July 15 at 2:40AM. The front desk tried my card a total of 5 times, each time the charge went through for a total of $1,125.On July 15th, I spoke to the front desk about the issue, they said they would void the payments and credit would be available in 24 hours.On July 16th, AMEX told me the charges were not voided and asked for Warwick ****** to call them directly. The front desk refused.On July 17th, I was charged another $52.I have been charged a total of $1,949.

  Business response

  07/22/2024

  Dear BBB Team:

  We have forwarded the inquiry to the hotel management team.

  See attached and the beloe explanation from the hotel management team.

  On arrival **************** credit card declined 3 times for his security hold in the amount of $225.00. On the fourth attempt, we were able to successfully obtain a the hold for $225.00. On July 15th 2024, ************** phoned and expressed that his card was authorized multiple times however I informed him that my records only reflected one (1) hold in the amount of $225.00. I requested more time to investigate and review with accounting.
  
  While reviewing the same with accounting, we quickly noticed that there was in fact multiple holds in the amount of $225.00. This was due to an interfacing error between our operating system and the credit card processing center. Accounting immediately voided 3 out of the 4 security holds and provided the supporting documentation. I phoned ************** and extended apologies. I then provided him with the supporting voided receipts for confirmation. ************** seemed pleased.  
  
  Please see the attached supporting voided receipts.  

  We trust this explanation is helpful to address  ****************** concerns. 

  Thanks,

  Warwick Hotels Team

  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1. We arrived at ****************** **** on 31 December around 4 we went to check in I was told I needed to pay ******** ****** dollars for our three rooms, I presumed that meant that the money was not taken within the 14 days as per what *********** said - I tried to pay it but th emachine kept declining - it was very embarrassing - I ended up paying with another account my ANZ account. We went to rooms ( not what we had booked) and settled in - the next day still concerned about the declining card I now had internet access and found that I had already paid for the three rooms and have now paid for them twice. I went back to the desk and showed them the payment and asked for it to be refunded ( 1 January ****) They said they could not and it would need to be approved. I went back every day and got the same answer every day - its a long process was all I was told - In the meantime I have no sending money as I had used it to pay for the three rooms. The day we left I insisted on seeing the manager - she assured me it would be paid - I asked for all the paper work she said she did not havebut would email me it - she never did - instead I keep getting emails saying they are waiting. I also have not been sent a copy of the documents either. -I am concerned that they will eventually pay me in ****** dollars and I will **** further money. I am not a wealthy person and am struggling as I have repayments to make etc. I have attached 1. The original booking 2. The policy statement re prepayment 14 days within 3. The prepayment taken on 29 December 2023 for the full amount by ********** Hotel ( from my GEM account 4. The payment taken on the day of our arrival from my ANZ account 5. Correspondence since I have arrived home.2. We booked three standard ocean view rooms All three rooms were suppose to have a queen *** and a small *** . We got **** 1 had two double ***s ( no cot as requested) - , **** two had one queen ***, **** 3 had a queen *** and a couch

  Business response

  01/17/2024

  Dear BBB Team:

  We have reached out to ***************** management team and after their investigation, the team conveyed to us that  the Reservation was done through *********** , whereby the guest was charged prior to arrival .Upon check-in, the guest mentioned that payment wasnt made yet, therefore  the reception agent inadvertently charged the guest physical credit card provided by the guest . 

  Later after guest left , they advised that the payment was taken twice , after investigation by the resort , the refund form was raised and submitted to the bank to process .
  

  That being said, the guest paid twice and the  full amount will be refunded , it is in process with the bank as per the hotel team.

  We hope this clarifies.

  Best,

  Warwick Hotels on behalf of ***************** 

  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/29/2023 I waited hours to check into the Warwick hotel in ******* and when the representative gave me the option to during the 1 oclock hour I paid the $60 fee and she told me to try again and said it declined my bank clearly states the transaction went through successfully and the terminal I used said approved. This isnt the first time hotel staff attempted to double charge me here in ******* besides that during my earlier stay this week the staff set outside my door 2010 playing with garbage and left garbage bags by my door. Also your staff sits in rooms near slamming doors. I think you should investigate the activity of this location. I stayed at Warwick years ago obviously with different staff and did not experience these issues I want an apology and for Warwick to reconcile these issues. I want my $60 deposits back from my earlier stays as I have not received them either. Each of these stays have been disturbing October 25th-27th and I am hoping my current booking goes well from here.

  Business response

  11/07/2023

  Dear BBB:

  We have consulted with the hotel management team after a throrough investigation and are writing in response to the complaint filed against our company by *********************** regarding her recent stay at the Warwick ****************. We value the BBB's role in helping to resolve consumer-business disputes, and we appreciate the opportunity to address this matter.

  
  Upon reviewing the complaint, we have taken the concerns raised by ************** seriously and have conducted a thorough investigation into the situation. We understand the importance of customer satisfaction and are committed to resolving this matter to the best of our ability.
  
  ************* reported that she experienced a significant delay in checking into her room on October 21, 2023. Our standard check-in time is 4 PM, and while we make every effort to accommodate early check-ins whenever possible, unfortunately,at the time of ****************** arrival, we had no available rooms. Our team acted promptly to prepare a room, ultimately facilitating her an early check-in at 
  1 PM.
  
  In reference to the issue of ****************** credit card being double charged, we wish to clarify that these were not actual charges but authorizations. There was a processing error between our systems and the credit card system responsible for authorizing available funds. We rectified this issue on the day of ****************** arrival, and our Front Desk Manager collaborated with ************** to resolve the matter. It is essential to emphasize that ****************** card was not actually charged twice; it was inadvertently authorized twice for a $60 authorization.Our Front Desk Manager successfully canceled the unnecessary second authorization. Our investigation into ****************** previous reservations did not reveal any additional instances of double charging.
  
  Regarding ****************** concerns with our housekeeping department, her room happened to be adjacent to the housekeeping closet for that floor. The team was not deliberately placing bags near her room; they were merely following their daily duties by positioning them outside the closet. Given her rooms proximity to the housekeeping closet as well as nearby elevators, it is not unusual for guests to hear doors closing while housekeeping services are being provided.
  
  We acknowledge that ************** had a less than satisfactory experience with our company, and for this, we extend our sincere apologies. We have ensured that any pending authorizations from ****************** stays have been released, and our investigation did not uncover any instances of overcharging.
  
  Thank you for your attention to this matter. We are dedicated to providing exceptional customer service and are committed to addressing ****************** concerns. Please let us know if there are any further steps we need to take to ensure a satisfactory resolution from BBB's perspective.

  Sincerely,
  *************************

  Warwick Hotels and Resorts

  
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid the parking fee when leaving to the attendant as seen here. I was also charged additional parking and fees on my bill, when my actual cost should have been the $177 i was quoted at. I have messaged, called and have been literally ignored. I only request a reimbursement of the parking fee which we were charged by myself and my friend. They are refusing to remove the hotel parking fee from myself. Basically, we were charged in the hotel and by the attendant in the garage we were not informed. This occurred at the ******* location.

  Business response

  10/18/2023

  We have consulted with the hotel management team and were informed that the guest her parking fee right away and this refund credit can take up to 3-5 business days for the refund to appear.

  Thanks for reaching out to clarify this matter.

  Best,

  Warwick Hotels and Resorts

   

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I stayed at ****** Resort 22 -27 July2023. My wife left her sunglasses case with prescription sunglasses, necklace, bracelet and earrings inside case on the toilet block sink. We reported it to front office, notes were taken. The glasses case was found by cleaning staff and handed into supervisor's office. A few hours later returned to my wife with all the jewelry missing. A meeting with the night front office supervisor was held straight away that evening with the 2 cleaners and their supervisor. After a few meetings with the head of security the following day, we were told staff involved would provide statements and be interviewed. I have several emails back and forth between myself and security head as well as **. It is quite clear that a staff member is responsible for the items going missing. The ** does not agree. The ** is avoiding my questions about reading the statements and police report. The full police report has not been sent to me as requested, only a cover type letter with a report number has been emailed to me. This Jewlery was gifts to my wife for her 50th birthday and cannot just be replaced. This whole experience has left a very bad tastes in our mouths about ****. We were also lied to about the cocktail vouchers. Told the vouchers would be delivered to our room the following 1st morning as we arrived late do to flights. we had to ask bar staff and front office staff and finally were given the vouchers. We were also introduced to a lady and told she was the **, this was at the resort with the head of security *****. Only after ***** stopped emailing did I find the Gm's email myself. Which I asked ***** for this email 5 times and he did not send it. I email the Gm and find out the lady was not the **. She was the front office head only. Nothing but avoidance and lies. I should not have to file an insurance claim when the resort failed in its "duty of care" to safeguard the found items and see that they are returned to us. Please make contact with me and I can attach the emails I have saved.Regards, ***********************

  Business response

  10/18/2023

  Dear BBB Team,

  We have consulted with ***************** management team and we were duly informed that this case was immediately reported to police and they are taking care of this . See attachment. 

  Police were involved as per guest request  to investigate and get back to them with their findings .
  
  Attached is the report provided by police department .
  
  There is no proof of stolen or missing jewelry , the misplaced glasses case that was found by housekeeping staff in the restaurant toilets  was handed over to the guest after they reported it to the front desk .

  The team has exercised their best efforts to support this guest and has cooperated with the authorities.

  We hope this explanation satisfies.

  Best,

  Warwick Team

  
  

  Customer response

  10/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved beca

   

   There are inconsistencies with all of this reporting.1. ***** is not the person who made the report to the **** police. It was the Head of security *****. 2. The male cleaner told us at the 1st meeting just minutes after the sunglasses case was returned, that he " opened the case part way and seen jewelry inside and then handed it into the supervisor".  This proves that in fact there was jewelry. 3.  Staff have not done their "best effort to support" us.  They have avoided questions in my emails, 5 times I asked ***** for the **'s email with no response.  4. We were lied to about the lady we were introduced to and told was the ** at the resort meeting. In fact, the ** is a man, **********************

  With only a 30 min time frame to respond to this it's very hard to compile the emails and attach. I will do this and be ready with your next response to this from me.  This could have all been resolved with an apologue and $320 Aud. to replace the items.  Instead, this has caused heaps of stress and upset.

  I am an American citizen living in ********* and Not happy at all with this out come so far.

  Regards, ***********************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ************************************
  
  
  
  
   
  

  Business response

  12/12/2023

  Dear BBB Team,

  According to the hotel General Manager ************************* referenced on previous response. He is in direct contact with *********************  He is working with him directly.

  *********************
  General Manager
  
  *****************
  ****** ******** **** *** ** ********* ***** ****** **** ***** **** ** **************  *  ** ************** *********************************************************  

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As I stated previously, I have not received good responses from the ** or the head of security and that is why I have filed this complaint in the 1st place. It has been 6 months sense the Items were stolen from the supervisor's office.  The ** still insist that his staff did nothing wrong.  The fact is the Male cleaning staff admitted that he partially opened the glasses case and seen the Jewlery. Fact that the Jewlery went missing from the supervisor's office. How is this not the resorts lack of "Duty of Care".  The security head failed to contact the police when I asked him to, he waited nearly 2 weeks.

  I demand a full refund of my holiday.

  I will continue to pursue this matter. I will continue to write bad reviews of this resort on social media.

  I still have not received the full police report as requested.

  I have emailed the police myself twice also and have not even received a reply.  The whole system is probably corrupt.

  I'm very, very disappointed in this whole thing.

  Regards, ***********************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ************************************
  
  
  
  
   
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a 2 Bedroom hotel room in their ****** location, 2 months in advance for 3 guests and paid for it in full. I specifically got a 2 bed room because my sister is disabled and needs her own bed. When we arrived, they did not have any 2 bedroom hotel rooms available due to double booking and we received one with only one bed and where the shower head was broken. Even though they tried to accommodate us with a roll-in bed, that bed was extremely small, uncomfortable and was impossible to sleep in. That room was not fit for 3 adults and one of our guests had to find alternative sleeping arrangements because he did not fit in the hotel room.I do not think its acceptable to charge us full price for our hotel stay when we did not received what we specifically paid for. I dont understand how that is legal and it is extremely dishonest. It was also a non-refundable booking so it was not even possible to find an alternative hotel for our stay.I am very disappointed in this hotels management to assist us with this issue and their lack of understanding of my sisters disabilities. Their offer was a discount of 20% but I have not been able to receive it in writing and I personally do not think 20% is enough to cover the fact that one of our guests had to find alternative sleeping arrangements in a busy, 4th of July weekend. I will never recommend this hotel to anyone and it ruined our stay in ******. Especially if you have family members with disabilities due to their lack of accommodation, compassion and understanding.

  Business response

  07/10/2023

  Dear BBB team:

  The hotel manager  ********************* at the Warwick ****** has reached out to ***************   She has since agreed to rescind her complaint with the BBB in exchange for a full refund of her recent stay through Hotels.com / Expedia. The Expedia case number (*********) has since been provided to her.

  We trust this satisfies this inquiry at this time. 

  Thank you,

  Warwick Hotels and Resorts. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a Journeys member and have stayed at Warwick ********* 2 times. I noticed a charge from my bank for ****** in mid-March. I called to inquire as no-one was in or going to ******* in that time. First they didn't know why I had the charge, then they dais it was for a reservation. When I tried to inquire further I was told the card information had been provided to them and it was a valid charge. I explained the card information is stored on the journeys account. I was told to dispute with my bank and experienced awful customer service. I am owed the ****** and they should pay for the overdraft this caused as well.

  Business response

  03/28/2023

  Dear BBB team:

   

  We have researched this matter and ******************* had a reservation for March 16 out 18th that he regrettably did not show, therefore a No Show was charged as a result.  Warwick Journeys our loyalty program  does not store any credit cards for our guests. Our Warwick Journeys profiles are not allowed to store credit card information/data.   The credit card that was charged was the card we had on file when the reservation for March 16th out 18th was classified as a no show when ************** did not stay at the Warwick Allerton *******. 

  We trust this satisfies your inquiry.

   

  thank you, 

  Warwick ******** Hotel ******* Team

   

  Customer response

  04/08/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I never made this reservation. 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  

  
  

  Sincerely,

  
  

  *******************

  
  

  
  

  
  

  
  

   

  
  

  
  

  
  

  Business response

  04/20/2023

  Dear BBB ***************** consulting with the Warwick ****************, their records show that ************** had a reservation through our website booking engine that has resulted in a no-show.  All our records prevoiusly attached show that there was such a reservation made via our website.

  However, in the interest of goodwill given that he is a Warwick Journeys member , the hotel was going to extend the refund back to the original credit card earlier today and somehow was declined.  We can only reverse the charges back to the same credit card on file..  If ************** is not able to provide the same credit card for the goodwill charge reversal, he cna provide his mailing address and the hotel will be happy to mail a check via post.

  ************** can email directly to ******************************* at ********************************************************* his postal address and whether he wishes to have the funds mailed by check.

  We trust this goodwill gesture satisfies ****************** complaint.

  Thank you,

  **** on behalf of Warwick Allerton Hotel- *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩