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Business Profile

Hotels

The Blakely by LuxUrban

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    January 4, 2025 $793.45 They said they would give me a full refund and now they are threatening me that they will not process my refund unless I remove my review of the hotel.Dispute is they are refusing to give me my full refund for three nights and I want to turn them into the BBB because of how unsafe this hotel is -infested with germs and the amount of space to walk for the elevator and hallway. Lastly, the threat they made to me- I cant imagine how many other people they did this to. Im scared and want to protect myself since they have all of my information.The hotel had a broken tub handle, broken sink handle, shower curtain was DIRTY like really dirty, the bed had some black tape with apparently the ******* covers that were supposed to be attached but werent. the white towel in the bathroom has a BROWN stain on it very visible. As though no one went through the room to really clean and or disinfect it. i also paid an early check-in of $50- we were gone within an hour of checking in i have attached the email chain as well as screen shots from the Expedia app, from where they make the threat of me needing to remove my review.

  • Initial Complaint

    Date:08/16/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 13 AUG, We were told By The Blakely by LuxUrban hotel we had 12 Pm checkout yesterday. Today the lady that didnt like us since we checked in and was always rude to us told us you have until 11:30 or I will charge you. We checked out at 10:30 for room 604 and 11:30 for room 503. She told us yes no charges will apply, she was in the lobby waiting for us to leave, charged our credit card 8 minutes after we left for ***, thats stealing, and not authorized. nothing was broken or destroyed in the room 503 to claim it was "destroyed" it was only a rush check out. they refused to refund me the $150 which i didnt accept or authorized

    Customer Answer

    Date: 09/09/2024

    Better Business Bureau:

    At this time, I have not been contacted by The Blakely by LuxUrban regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:07/08/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I need to cancel our reservation at The Blakely. We have already paid the full amount. The hotel is not answering any of my emails, nor answering their phone. According to their cancellation policy, as long as it's 7 days before the event, I should be refunded in full. I sent my cancellation request to the email they listed on their website for cancellations. Still nothing. Thank you. $1,153.42 USD paid in full Dates reserved: Oct. 3 - 6 2024 New confirmation # is ********* Old confirmation (through Wyndham) # is: *************

    Customer Answer

    Date: 07/08/2024

    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

    Date:06/26/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 7th, I had booked a suite room at the rate of $325 per night. Upon check-in, I was informed that the air conditioning in the suite was not functioning, and as a result, I was downgraded to a double bed room, which is priced at approximately $160 per night. (In which hot water is not working).I initially attempted to reach out to the manager using the email address provided by the reception, but it seems to be incorrect or not working.I emailed and called multiple times, but received no response from either.

    Customer Answer

    Date: 07/01/2024

    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.

    I was given partial refund on June 27 and so I am closing the request

    Sincerely,

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



     


  • Initial Complaint

    Date:05/21/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 7, 2024 made a refundable reservation on hotels website for December 27th for 6 nights. On May 8, email was sent to cancel reservation as stated on the confirmation email of reservation. On May 9 received email stating reservation was cancelled, however, as of this date no refund received in the amount of $2608.62. Have called hotel and phone disconnected, also sent various emails and no luck.

    Customer Answer

    Date: 06/14/2024

    Better Business Bureau:

    At this time, I have not been contacted by The Blakely by LuxUrban regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The hotel does not answer their phones and does not allow for cancelations, yet happily takes your money.

    Customer Answer

    Date: 05/26/2024

    Better Business Bureau:

    At this time, I have not been contacted by The Blakely by LuxUrban regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:04/12/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing a formal complaint regarding my recent experience with The Blakely by LuxUrban, Trademark Collection by *******, located at ****************************************************************************************On March 16, 2024, I made a reservation for a stay from June 25 to June 28, 2024, at The Blakely through booking.com. My confirmation number for this reservation is **********. As per the online booking process, I provided my credit card details, specifically a **** of America credit card, for payment.To my surprise, I discovered on April 11, 2024, via an email from booking.com, that my reservation had been cancelled with no reason. Upon reviewing my credit card statement, I found that I had been charged the full amount of $976.12 on 3/16/24, the date I made the reservation.In an attempt to seek clarification and resolution, I contacted the hotel using the phone number provided in my confirmation email, ************, only to receive an automated message stating that the number was temporarily out of service. Subsequently, I tried reaching out to a different number, ************, found online, and encountered another automated message indicating that the message box was full.Frustrated by the lack of communication from the hotel, I contacted booking.com for assistance. I spoke with a customer service representative named ********************, who informed me that the reason for my reservation cancellation was due to the hotel being under foreclosure. Furthermore, I was advised to dispute the charge with my bank.Following this advice, I promptly contacted **** of America to dispute the charge and explain the situation. They assured me that they would investigate the matter and work towards a resolution within the next few business days.I am filing this complaint with the BBB because I believe the Blakely had no right to charge me the full amount before my scheduled stay. Moreover, it is highly irregular for hotels to charge guests the full amount in advance of their stay.

    Customer Answer

    Date: 05/07/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding The Blakely by LuxUrban has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

The Blakely by LuxUrban is NOT a BBB Accredited Business.

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