YOTEL

I checked into YotelPad Miami on Jan. 17, 2025.

The first room we went into was in the process of having clothes washed, dish towels on the table, no functioning phone and trash at the entrance. I went back downstairs for a room change and the front desk staff tried to give me a double Queen room, when the room I booked and paid for was a KING room. I refused the double Queen, and the staff was able to find an open KING room. I question why they didn't give this the first time after the initial trouble with the original room.

After changing rooms, my wife and I are about to go to bed, and we pull the covers back to see that the bed had not been changed from the previous stay. There were hairs in the bed and the linens were not clean. I have pictures as well It was an ordeal to get new linens because housekeeping was not there. Security had to bring us clean linen and we had to change the bed.

I spoke with Arturo, the day shift manager and informed him of the issue. Attempted to inform him that he may need to have a discussion with his housekeeping staff, because customers should not have to clean and make their bed from previous use before being able to go to bed for rest. He offered a $75 concession for the issue. I feel that $75 is an insult!

Why have I paid money to stay at a property that I had to clean before I could go to bed. I then asked if he could provide me and my wife a complimentary breakfast at the restaurant and he told me, I could either take the $75 or breakfast for two, but not both. I came to the Yotel property because I had a family member stay at the one in NYC during Christmas Holiday and spoke highly of Yotel. I did not get that same expericence whatsoever.

Not sure who will see this or will respond to this attempt for your company to make this situation right. I hope that I will be in contact with someone from corporate.

Having booked at a particularly high rate a month or so back, I was suprised to find (3 days before arrival) my room at a much lower price (nearly $400)

I tried to call Yotel customer service line, repeatedly, but it either said mailbox full, or out of service, I also emailed, eventually almost 24 hours later I received a response. After a lengthy back and forth I was told the lower price room was no longer available (!!) and was offered a lesser room with only a $50 benefit.

Very disappointed with the outcome, the considerable back and forth and the lack of immediate response which meant losing out on the lower cost room and a conisiderable saving.

As a regular with Yotel in NY and London, this is not the outcome I had been hoping found.

Hello,

My name is Emma Okyere

I have been trying to get a hold of someone in your department.

I booked to stay at Yotel September 4 - September 9th

I complained multiple times about the air conditioner not working and the room being dirty. As soon as we got here, I told room service about the dirty shower.

Room service explained that they did clean the room well and that the marks that I was referring to in the shower was the paint chipping off. The bed mattress was extremely dirty as well. After complaining numerous times about the air, they sent someone out one time to fix the air, but it still wasn't repaired . I complained and asked to be put in a new room, but I was never given a new room.

Only a small discount was given of $129.09 which was not enough. I am asking for my money back.

We had to leave too main door and window open. I took pictures as well.

I would like to make a complaint about a member of staff at the reception desk.
At 1630hrs on Friday January 19th, 2024, my wife expressed her dissatisfaction to the blonde lady at reception on the left side desk nearest the exit.
My wife expressed that she was not able to make smooth internet calls or stream properly. To which the receptionist kept repeating; that the problem was due to an external issue out with the hotel.

We both responded to this that she cannot keep saying the same excuse about something so essential, and that if this was an ongoing issue, it should have been disclosed at time of booking.
This was the third time we'd brought the poor internet connection up with the reception. The time I'd brought this up personally, I was told it was an external issue, offered two drinks vouchers and told they'd do their best to rectify it.
This apparently frustrated the lady at reception, she stormed off into the office on the right, with no explanation. Her colleague had come by that time to witness what had happened.

Confused, we both went out for our coffee.
We returned about an hour later wishing to ask why she stormed off like this - we were not aggressive and no swear words were used; but found her talking on a mobile phone - this appeared to us that she wanted to avoid speaking any further.
We do not know why she acted in this manner when we simply brought up an issue with the hotel's internet connection. Her lack of explanation/avoidance does leave us suspecting several underlying reasons.
We approached the desk later to clarify why she had acted in this way, to which we were labelled being abusive and told the police would be called on us.
Ironically, another customer also complained about the lack of internet during this discussion!

I would like to make a complaint about a member of staff at the reception desk.

At 1630hrs on Friday January 19th, 2024, my wife expressed her dissatisfaction to the blonde lady at reception on the left side desk nearest the exit.

My wife expressed that she was not able to make smooth internet calls or stream properly. To which the receptionist kept repeating; that the problem was due to an external issue out with the hotel. We both responded to this that she cannot keep saying the same excuse about something so essential, and that if this was an ongoing issue, it should have been disclosed at time of booking.

This was the third time we'd brought the poor internet connection up with the reception. The time I'd brought this up personally, I was told it was an external issue, offered two drinks vouchers and told they'd do their best to rectify it.

This apparently frustrated the lady at reception, she stormed off into the office on the right, with no explanation. Her colleague had come by that time to witness what had happened. Confused, we both went out for our coffee.

We returned about an hour later wishing to ask why she stormed off like this - we were not aggressive and no swear words were used; but found her talking on a mobile phone - this appeared to us that she wanted to avoid speaking any further.

We do not know why she acted in this manner when we simply brought up an issue with the hotel's internet connection. Her lack of explanation/avoidance does leave us suspecting several underlying reasons.

We are not happy with this behaviour expressed by the member of staff. When we asked her later why she had acted in this way, she became very frustrated, saying "I can't take this *** asking for us to get off her property, and threatening to call the police on us.

Funnily enough, during all this, another customer also complained his internet hadn't worked in the past 48 hrs.

I have been a patron of your hotel for the last 2 1/2 weeks as a traveling nurse I have had to extend and upon coming down after visibly seeing another customer in front with one of your contract airlines and the manager yes manager once upon my time to step forward gave me such a hassle because my wallet was in my room and made me go up to get it before I was able to get my keys redone and I feel as a customer ALL SHOULD BE TREATED EQUAL AND NOT PROFILE AS A GAY YOUNG MALE THATS DOING THINGS

AND HER RESPONSE WAS BY MANAFER if I was you I would take a picture of my identification on my phone so I wont have this issue with her I am here for another 3 days and I feel like for the discrimination and profiling that I should be compensated in some way for this issue PLEASE

I am reaching out to you as the company before my lawyer reaches out

I have enjoyed my stay very clean very respectful house keeping and staff but its bad when your appointed manager to be so nasty

Respectfully submitted

Anthony Parks

If you stay at YOTEL please be aware they charge 100 per night as a hold that will never be removed in some cases.

Forget about contacting Mission Control.

Ive been trying for two months to get a charge of 108.96 refunded.

Chase Bank filed a claim and Yotel justified the charge to them, but can provide no invoice.

Arturo in customer service tells me the bill was paid by my employer via booking.com.

This is one of three charges to my card, run as a deposit and Yotel refuses to reverse this one. I waited a month to get the 300+ charge removed.

Arturo can produce no bill and says he sees no charge to my card even when I produce screenshot of the charge.

Filed with BBB after 2 months.