East Houston Hotel Has Its First Unhappy Guests

October 29, 2007 at 11:56 AM | 2 Comments

The East Houston Hotel just before opening

Last week we got a look inside the newly opened East Houston Hotel and we didn't mind what we saw. Of course, we know that attending a look-see at a hotel is very different from spending the night. One recent guest sent in a review of the hotel which was not favorable to say the least. A word to hotels --don't let the guests go hungry!

The East Houston Hotel did just open so opening kinks are expected. But you would think dangerous wire hazards would at least be taken care of and guests could expect some grub in the morning when they awake.

We stayed there this weekend. Our room had a wire hanging out of the wall, no switch plate on the bathroom outlet, ONE hanger, no drinking glasses, unbelievably dim lighting but no blackout draperies (instead the hotel provided an eye shade), nowhere to even put a suitcase.
The Continental breakfast, to have been included, was all gone when we went downstairs to eat, well in advance of the closing time. The front desk�s explanation? �The hotel was full last night.� To their credit, they went out to get breakfast pastries, but by then we didn�t care. We met another couple in the elevator. �Your first time at the hotel?� we asked. Their reply: �First AND last.� Us, too.

Related Stories:
· First Look Inside the East Houston Hotel [HotelChatter]

Tags: Lower Manhattan Hotel Reviews / Hotel Hell / Hotel Openings

by juliana

Re: East Houston Hotel Has Its First Unhappy Guest

Some signs say "East Houston Hotel" and others say "Hotel East Houston" (just look at the photo above). Their website (found at both easthoustonhotel.com and hoteleasthouston.com) also can't seem to decide, as it refers to it as the Hotel East Houston, but then says the site is copyright 2006 The East Houston Hotel. Pick a name, folks!

Some family members recently made a reservation through their website and were faced with three different cancellation policies (two variations on the website itself, and a third drastically different one in the confirmation e-mail), none of which were correct according to the guy who answered the phone when they called to clarify.

They ended up canceling (because they found a better deal elsewhere), but received a "courtesy" phone call the day after they were supposed to arrive letting them know they were being charged for their first night because they failed to show. When they pointed out that (1) they had canceled a week earlier, and (2) they had already been charged for the whole stay by the website anyway (so how could they be charged an extra night penalty?), the manager just sounded confused. He suggested they should have canceled by website rather than by phone since the reservation was by website, but the website doesn't appear to have a cancellation function. Eventually they got it sorted out and were refunded the full amount they should have been, but it was a lot more trouble than necessary.

I'm sure most readers of this blog could run this hotel better than the people who are trying to run it. When the Marriott Marquis is charging $500+ per night, this place could easily afford to get everything in order and still make a killing. But instead they seem to be getting off to a very, very bad start.

2 Comments

Return to » East Houston Hotel Has Its First Unhappy Guests

LinkMan

HotelChatter Member
October 29, 2007 at 7:00 PM

Re: East Houston Hotel Has Its First Unhappy Guest
Seems pretty clear these folks have no idea how to run a hotel.
Some signs say "East Houston Hotel" and others say "Hotel East Houston" (just look at the photo above). Their website (found at both easthoustonhotel.com and hoteleasthouston.com) also can't seem to decide, as it refers to it as the Hotel East Houston, but then says the site is copyright 2006 The East Houston Hotel. Pick a name, folks!
Some family members recently made a reservation through their website and were faced with three different cancellation policies (two variations on the website itself, and a third drastically different one in the confirmation e-mail), none of which were correct according to the guy who answered the phone when they called to clarify.
They ended up canceling (because they found a better deal elsewhere), but received a "courtesy" phone call the day after they were supposed to arrive letting them know they were being charged for their first night because they failed to show. When they pointed out that (1) they had canceled a week earlier, and (2) they had already been charged for the whole stay by the website anyway (so how could they be charged an extra night penalty?), the manager just sounded confused. He suggested they should have canceled by website rather than by phone since the reservation was by website, but the website doesn't appear to have a cancellation function. Eventually they got it sorted out and were refunded the full amount they should have been, but it was a lot more trouble than necessary.
I'm sure most readers of this blog could run this hotel better than the people who are trying to run it. When the Marriott Marquis is charging $500+ per night, this place could easily afford to get everything in order and still make a killing. But instead they seem to be getting off to a very, very bad start.

luciferbumps

HotelChatter Member
October 31, 2007 at 2:08 PM

Re: East Houston Hotel
These guys are boneheads. I was on the hotel website today and if you pull up the printed material it gives you a pdf and in that pdf the text says "renovated in August 2007" then in the very next coloum it says renovated in September 2007" i called the hotel and asked if its a new building and the person who answered said yes. Good thing this place is only 40 rooms, any more and their heads might explode.

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