Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug. 17th I got on the Expedia app to book a hotel stay at Global Luxury Suites on ************ in ************* for the following dates; check-in Oct. 26th - check-out. Oct 29th. I wanted to put a deposit down to hold the rooms. The amount was $126 but after I put my debit card number in and clicked to make the deposit I noticed right away that the dates somehow went from my original dates to check in being on the 29th of Oct to check out date being Nov 1st. So I had to figure out how to delete the reservation and when I finally figured out how to delete it, I also saw that they debited the full amount of the stay which was $1065 which was more money I had in my checking acct. ******* said that I would have to contact the hotel to get a refund or change the dates, well its been almost a week of me calling everyday to get an answer from Global Luxury on either changing the dates or getting a refund. Global Luxury said that because I clicked on non-refundable on the Expedia app I was not entitled to any funds back but that they would send the request to their management department. How can I get help in the matter to expedite it? Please this has ruined my life, I have incurred *** charges on my cking acct totaling $120 in addition to the money they took out of my acct. I clicked a button on a website and corrected it within minutes of seeing what happened, and now its snowballed into this mess, please tell me you can help. The person Ive been speaking with at Global Luxury is named ***** in their billing department.

  Customer response

  10/28/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Global Luxury Suites has been resolved.
  

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

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

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked my hotel room on April 8th, 2024 with Global Suites at ************ for April 23rd-25th through **********. Everything went through, my account was charged and I was looking forward to staying with them. A few days after my booking, the hotel sent me a message though ********** with my floor and room number that I will be staying in, the building code to get in, and my room code. On April 23rd, I arrived at the hotel and my building code was not working so concierge had to let me in the building. When I went to click on my link for the access code to my room it stated that my access has expired. I called the emergency hotline to get it figured out and the gentleman on the phone stated that I have to talk to the billing department and they went home for the night so there was nothing he can do for me. I will have to talk to the billing department the next morning after 9am. We hung up and I decided to call another number for the company that was suppose to help me. The women on the line tried to call the property manager but they were unresponsive but she said she will give me a call back once she heard something. 30 minutes went by and I called again and another women explained that the property manager was still unresponsive to them. I ended up waiting over and hour in the lobby for another women on the phone to tell me that there was nothing that they could do for me that night and I have to talk to the billing department in the morning. I ended up having to pay for another hotel to stay at while I was in **. When I called the billing department to ask for a refund the next day, they were saying that they can try to put in a request to try to get a refund for me but it is not guaranteed. I called again for a follow up on the 25th and they tried to say that I emailed them saying I wasn't me, which is why they revoked my access codes to my booking. But I have proof saying otherwise.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I work as paramedic and as such we sometimes travel for professional development. This year I was looking forward to attending the ***************************************** in ************* hosted by the ***** During my search on Travelocity I found Global Luxury Suites which advertised itself as a proper hotel. I booked a "room" and paid the initial deposit fee on the evening of 04/27/24. On the morning of 04/28/24 I received an email from Global Luxury Suites asking for my "valid ID and credit card" with instructions to complete " the required rental agreement" with a separate hyperlink. I promptly call the customer service line from the available website several times to no avail. I even leave a voicemail. After my 24hour shift on 04/28/24 as a working EMS professional and on the following day, Monday 04/29/24, I call and speak to a customer service agent concerning cancellation who states that the billing department is closed on weekends and furthermore closed for religious observance all week long. I proceed to call each day to no avail with "customer services representatives" kicking the proverbial can down the road. This "business" has severely limited operating hours and horrendous customer service more generally. The cancellation policy states that this "business" is allowed to seize the full amount of any reservation that falls within the "5 day window". However when I called, repeatedly, I was denied the ability to cancel the reservation outright as intended. Global Luxury Suites took not only the initial deposit but the entire reservation cost associated with this "Aparthotel" even though I was denied the ability to cancel due to the aforesaid religious observance and lack of professional etiquette more broadly. I feel robbed and duped by what I believe to be a fraudulent service.

  Customer response

  06/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Global Luxury Suites regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On October 5th 2023, I contacted Global Luxury Suites (GLS) to make a booking for a 1 bedroom apartment from the 7th to 18th of October.They never gave me a reservation and After they charged my credit card, they requested additional documents never mentioned, before taking $******* from my **** card without authorization.I provided ********************* from billing with two IDs but he wanted a copy of both the front and back of my infinite **** credit card or they will not confirm my on hold reservation Despite giving them a digital **** credit card, they continued to demand more documents and stated that my booking would remain inactive, on hold and unconfirmed, unless I provided a copy of another credit card and my passport This situation raised concerns aboutidentity theft and fraud Ihave been unable to contact ********************* from the billing,they are avoiding direct communication by using answering machine.This company has a history of illegal practices.And despite of the fact that you already had two: ******** credit card&the2ids,he refused to confirm my reservation. reviews by customers scammed by GLS **************************************************************** ************************************************************************************************************************************************************************************ It seems to be a pattern of fraud that they are committing against consumers!To summarize, I'm requesting my money back $ *******, the secure disposal of my personal information, and reassurance that my personal data will not be used or shared. GLS needs to be seriously investigated for the illegal, unethical and abusive acts.Global Luxury Suites at Revel ************************************************************************************************************************** ************** Customer Support ************** ************** Billing:****** ********************** Sales:******************************** *****************************************************************************************************************************************************************************

  Customer response

  11/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Global Luxury Suites regarding complaint ID ********.
  
  Sincerely,
  
  ** *** ********
  

  Customer response

  11/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Global Luxury Suites regarding complaint ID ********.
  
  Sincerely,
  
  ** *** ********
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I rented thru AIRBNB an apartment in Tribeca, ** managed by Global Luxury Suite. for our 50th wedding Anniversary. This was rented from July 25- August 1, 2023. Account # ******. We arrived around midnight from the airport on the 25. First thing noted, was that the code to open the entrance door th the reception area did not work. Luckily the Concierge saw us and opened. Second, they did not have information about us. I showed him the letter received from Global. He went away, and a few minutes later came with a set of keys, in an envelope that did not have our name. For room ***. #3 We went to the apartment, I went to take a bath, while my wife start to unpack. Surprise, there were no shower curtains. So I and my wife later try to do our best to take a shower without wetting the floor outside . We go to bed, and when we try to close the bedroom door, it did not close. The wood moulding in the floor prevented from closing. After breakfast, the next day(July 26) we call them and let them know about the situation. We were told someone was coming to fix it. We left and walked to ******************** and later to Eastern ************. We returned by 2 o clock and found no one had brought the curtains. I called them again, asked what happened. I was told by ****** that they were sending someone. About an hour later the person- ****, the handyman- very respectful arrived, and was surprised that there was no shower curtain neither the curtain holders, and went to look for them. That Saturday, July 29, my sister- in law arrived. Since we were having a lunch Sunday with her an a couple of friends . As well as my wife cousin, from ********, **. who was the chef. That night, two new things came out. The sofa where my sister-in law was going to sleep was not a sofa bed neither a futon. Later when she went to the bathroom and try to close the door found that it could not be closed . The frame was too small..We had not try to close it before, since it was just my wife and myself until that moment. There were many other problems arising during our stay all of which I notified Global. I requested from them a refund of 150, I needed to use AIRBNB to mediate - not helpful neither friendly. Finally they decided to just refund 50. I could provide you more details about this process but I am being told I have too many character.

  Customer response

  09/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Global Luxury Suites regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Re: Global Account # ****** Website Confirmation #: ************** Hi, This is writing in regard of the above reservation at the Global Luxury Suites. We made a reservation on booking.com last night 9/5 to extend the room one more day because *************** were sick the day before. We had to call the ambulance in Midnight to come in, waited in the hospital for 6 hours, and we had to take care of the her the whole day on top of many other things. This morning I found out that I booked it under the wrong date because my laptop was still in ******* time. I emailed booking.com right away in the morning. I then called the office to confirm only to find out that the rooms were fully booked. Not even one bedrooms were available. We had to quickly move out of the apartment and book another one. I cancelled the booking with the fee of 400+ USD being deducted because I didn't want the apartment to hold the room for us and not able to put it out in the market. I think booking.com told me that was a bad move which I wasn't aware of.Please try to understand the hectic situation and understand that it is a special case. If possible, I would really need the 400+ refund back. Thanks for the attention. Please contact me through email if possible as I do not have an ** number. But the information form wouldn't allow to type in number other than an ** one. *********************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a two bedroom suite and paid for a reservation on 2/28 directly through CS Global Suites through *******************. When I tried to check-in, I was told my reservation was canceled because there were no 2 bedroom Suites available. This was never communicated to me. My money was not refunded. I want my money refunded While I was in the lobby, I heard two different people complaining. One couple Said it took 4 hours to check-in and the other had a similar issue with their reservation being canceled!

  Customer response

  04/25/2023

  At this time, I have been contacted directly by Global Luxury Suites regarding complaint ID ********, however my complaint has NOT been resolved because:

  I have received two emails from the company. The first on 4/3/23 from ************ in billing; was asking how was my stay. I responded letting them know I did not stay as they canceled my reservations without notice and had not refunded my money. No response.

  The second on 4/5/23 from **************** in billing; was confirming IF I stayed with them. . I responded letting them know I did not stay as they canceled my reservations without notice and had not refunded my money. No response. 

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In short, I booked a corporate stay on the morning of 2/20 at approximately 8 am and called to follow up with requirements such as ID. I was told that the office would open at 9 am and I would receive a call thereafter. No one called and after calling back a few times I was able to reach someone at around 10 am, but the call was disconnected. Then no one answered the extension (sales). Eventually I received a confirmation and request for ID in the morning. Subsequently I received a confirmation email for my booking and began to make plans to arrive by my check in at 4pm. I called the front desk of the property late mornings to see if there had been a confirmation email sent by the third party company with keys/fobs being dropped off. The front desk staff took my phone number and eventually called my at approximately one to notify me that the keys/fobs had been dropped off for.Once inside the apartment a few minutes after four, I charged my electronic devices and checked my email. I could see that there was an email informing me that I would need a cosigner. I know that this is not a rule with temporary corporate stays, particularly after a customer has received a reservation confirmation. I called and was told that i would need to leave . I was then told that my passport ID could not be used in place of a driver's license, told that no one at the property had given me access to the unit so I must have taken the keys/fob and that the authorities would be called on me if I did not leave . A manager from the office came and knocked on my door creating a scene, chaotic, bullying and intimidating, telling me that I would need to leave. he then proceeded to go into the empty apartment rental next door to me that the company also manages and monitored me for the rest of the evening and night.The toilet was dirty and the chairs are also wobbly. ***** accused me of stealing the keys or letting myself into the apartment.

  Customer response

  04/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Global Luxury Suites regarding complaint ID ********.
  
  Sincerely,
  
  ***********
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ******* **** receive an email stating to upload documents for a reservation that I didnt book. I immediately noticed Global and *********** as soon as I saw an email requesting documents. I advised both parties this was an unauthorized transaction made by my minor son. Im unaware how this transaction was charged and have requested assistance from both but have been ignored since September. I have cancelled reservation as requested but as of yet to receive a refund. Confirmation number for booking **********.

  Customer response

  01/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Global Luxury Suites regarding complaint ID ********.
  
  Sincerely,
  
  ******* ****
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked at the location and I called the place before I arrived asking about the check in and process and he answered that there was a 24 hour concierge. When I arrived to the property there was a pin pad , I got send a code but that did not work they also did not provide me a room number, but they confirmed my reservation. I called so many times and waited 3 hours because I had no where else to go. Someone that also booked let us *** and said they experienced the same issue. Another girl that booked also couldnt get in. They kept lying to me and said someone would contact me , but no one ever did. One guy even said he was going to call us back 5 minutes later making us wait even more. I had to use the bathroom really bad and begged them to give me my code but than my phone died I peed on my self and had to sleep outside all night. I had to take a bus back home , they have not given me a refund so I could book somewhere else. Really terrible night in ********

*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. ↩