Complaints

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.

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 stayed at the Yotel ************* 6/10/2025 - 6/12/2025. Upon check in, I was directed to the kiosk and was asked to put down a security deposit with my credit card before I could proceed. This charge was for $369.91 and it stated that this charge would be refunded after my stay. I did not receive a receipt at this time. I also did not receive a receipt for this amount on my final invoice/receipt at the hotel although my hotel and parking charges were reflected on the final receipt and on my credit card ($819.82). I called the hotel repeatedly to get this receipt for the security deposit. My call was always redirected to the manager's phone which continued to ring and ring and ring and no voicemail option. This happened several times. I did send an email to the hotel, too. I have yet to receive a response.I am now disputing this charge with my credit card company. This is a courtesy email to let you know that it has been referred to ****************. When I called to dispute the charge (since no one would get in contact with me), **************** also checked to see if there was a pending refund in the security deposit amount. There was none.I am a tourism director and this kind of customer service is totally unacceptable in my world. I will never stay at a Yotel again although I had been considering it for a trip this fall to ********. My hope is that you can resolve this with my bank.

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  A reservation at Yotel was booked under ****** without my final approval. Usually, when using Klarna, ****** auto redirects you to ****** to view the final purchase agreement. I was shopping around and comparing prices for accommodations in *** when all of the sudden, it tells me my reservation at Yotel was confirmed. I didnt understand why because it never redirected me to review my Klarna payment agreement and I never confirmed the reservation. It is absolutely wrong to finalize a payment/reservation of mine without allowing me to review it. I immediately canceled the reservation and messaged Yotel staff. It took them THREE DAYS to tend to this issue, and they are not willing to compromise despite the unique situation I am in. I am requesting a full refund as I was just laid off and new wanted or confirmed my booking at Yotel. Confirmation code for ****** booking is **********

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Yotel March 16, 2025 I stayed there for one night there was no mattress I am not sure what exactly was that. It was beyond thin that my guest and I slept on the couch. The microwave did not work nor did the phone. I am not sure if there was some electric issues but this was not an ideal stay for neither my guest or myself. Everything needed to be adequately working. I sent several emails someone called me while I was working. They did not leave a message. I sent additional emails with my concerns

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hello,I booked a room on June 20th for guests coming from abroad. The reservation was confirmed at the rate offered directly on the Yotel website. Two days later I receive an email (adding below) stating that there was a "glitch" in their system and the rate that I reserved to room for was not available. They offered a bogus discount code in an offer to rebook. When I tried to rebook the cost was over $1,000 more! There is an upcoming event nearby and I was referring the hotel as people were booking. Others in the group also suddenly received this notice. I believe it to be unfair, unethical, illegal business practice and am filing claim here to also help warn others.EMAIL FROM YOTEL STATED:Hi *******,Thank you for your recent YOTEL New York Times Square booking that you made on June 20th 2024. Due to a technical system error, the rate booked is unfortunately invalid and your booking will be automatically cancelled. Our most sincere apologies for the inconvenience caused. If payment has already been made you will receive a full refund.We greatly appreciate your business and would like to offer you the opportunity to rebook at YOTEL New York ************ with the promo rate code *********. The code is valid until 28 June 2024. To redeem your offer, please enter *********' into the promotional code box found at checkout*. Kind regards,YOTEL New York ************

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by YOTEL New York regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:05/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hello,I need to have this dispute reviewed again. Yotel charged my debit card $451.95 and they should have only charged my debit card $226.00.I checked into the hotel with my friend, so they were told to charge my card $226.00 and they charged my friend $250.00. Please see the below attachment and credit my account back to my card. If you have any questions, please call me at ************.Thank you,*************************

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by YOTEL New York regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 booked a one day stay at Yotel ******************************** from Nov 5, 2022 to Nov 6, 2022. I booked my hotel stay through Priceline who granted me a loan for $421.92. Priceline paid my hotel stay. When I checked out on Nov 6, 2022 I was charged the full amount by Yotel of $419.04. I called the hotel numerous times about this issue and the representative always transfer me to the manager who never return my calls. I am demanding a refund of $419.04, because my hotel stay was already paid by Priceline.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  We booked the room we stayed in because it had a Peloton in the room. This was advertised as part of the room. This was very important to us, and the only reason we booked the room. Upon arriving, the peloton seat was so loose you could not sit on it. We asked maintenance to come fix it, and the head engineer tightened it as hard as he could. My husband sat on the bike as the class was beginning, the seat would not sit still. I am very upset The bike was not in working order. That is the only reason I booked that suite. The company takes weeks to respond. I am not asking for a full refund. I am asking to be refunded the difference between a standard room (with no bike) and the room I booked.

  Business Response

  Date: 12/02/2022

  Dear ****,

  Our sincere apologies for the Peloton bike seat not functioning correctly as well as the long wait in response as we do the best we can with current staff at hand. I was happy to find out when we touched base prior that our Engineering Team had attempted to fix the bike but as verified failed. We did offer the alternative Peloton bikes in the gym as a quick fix in the moment and we refunded one nights facility fee for the inconvenience. In terms of your request for refunding the difference between the largest suite in the hotel and a standard room we respectfully decline however can offer a future discounted rate. We always try our best to fix any technical/physical issues and or find an alternative within our means in this particular case the Peloton seat in the suite you spent the night inside. 

  Again our sincere apologies for this inconvenience.

  Best regards,

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

  Customer Answer

  Date: 12/15/2022

  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:

  Absolutely not. The only reason the room was booked was for the Peloton in the room. I called to make sure the room had a Peloton in it prior to booking. It should have been in proper working manner when I arrived. It was not. I asked for it to be fixed, it was not. I express to the front desk how important it was that the bike work. I do not want a discount on any future stays with Yotel if they can not fix this issue. I do not want anything else but a refund of the difference in the 2 rooms.  

   

   

   

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

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

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 booked a room last-minute because another hotel reservation fell through. When we got to Yotel to check in, we were told that the room was damaged, and they didnt have another room available that was large enough for our party. They said they would issue a refund, but I still havent seen that refund a month later. Also, Ive gone on their callback list and left voicemails with managers on duty, and no one has gotten back to me.

  Business Response

  Date: 11/17/2022

  Dear *********,

   

  Thank you for reaching out and my sincere apologies to find this was not taken care of during the time of reservation. I just processed a refund and attached a copy here for your records. Please allow 5 to 7 business days before you see the credit.

  Again my sincere apologies for keeping you waiting and not communicating quickly.

   

  Best regards,

   

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

  Customer Answer

  Date: 11/18/2022

  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:11/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hotel has double charged my credit card for a one-night hotel stay. Despite several customer service messages shared, I cannot get a response from Yotel. I cannot reach any representative by phone to get assistance. My online reservation was charged to my credit card for the amount shown on my receipt: $568.49. The charge is under cci*Hotel Res, as stated in the receipt. This is the correct charge and can stay on the credit card.Yotel has also charged a second fee of $433.52 on the same day. This is a second, duplicate charge for the same night's stay. I request a refund of the $433.52 from Yotel.

  Business Response

  Date: 11/17/2022

  Dear *********,

   

  Our sincere apologies that you did not get through to us and thank you for the details. I researched your reservation and indeed see you were double charged despite prepaying your reservation via Booking.com. This was a manual error on our end and I am very sorry. I have processed the refund for you and attached a copy here for your records. Please allow 5 to 7 business days before you see the credit in your account.

  Again our sincere apologies for this error.

   

  Best regards,

  ***************************...

  Customer Answer

  Date: 11/29/2022

  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:10/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 booked a reservation with a 3rd party site and pre-paid the booking in full. My Stay was from August 17th - 21st. Upon check out i was informed i had to pay an additional $69.45 fee and was not told what it was for, this fee should have been included in the booking. Also I was charged a $200 deposit which I was never refunded. I have called them over 20 times over the past 6 week trying to get my deposit back, I finally got a hold of a manger that stated that it could take up to 45 days to get the deposit back. It has been 2 months since I have checked in and I still have not been refunded the deposit. Every time I call i get someone that has to transfer me to the front desk or manager, and they never pick up and the call end up getting dropped.