Dear normandix,
Thank you for sharing your perspective on your recent experience at our hotel. We are sincerely grateful for your compliments on our amenities, décor, and especially our staff.
As I expressed at the time of your stay, we very much appreciated your family selecting our hotel for your visit. Truly, we are sorry that we were unable to provide you with the room type that you selected when you made your reservations. As we discussed in person, the situation we experienced we not due to overbooking the hotel but rather an occurrence beyond our control. Unfortunately, the guest scheduled to vacate the room assigned to you, failed to check out. Unlike many hotels around the world, hotels in New York City must abide by the laws and regulations of the city and state of New York, where we are not allowed to forcibly remove guests who fail to check-out on their scheduled date of departure. Regrettably, your situation was our first occurrence in dealing with an unscheduled stay over. The absence of such complaints on TripAdvisor over the last 10 years is a testament to that, but once again, we are deeply sorry it happened to you. While I could not check you into the room type you reserved and which we blocked for you, I do hope you can appreciate that we did everything at our disposal to try to rectify this terrible situation and provide you with multiple options. For the one night that your desired room was unavailable we provided a discounted rate in an alternate room, with the opportunity to either change to the room you booked for the remainder of your stay, remain in the alternate room, or move to suite at our sister property, the Hotel Elysée, at no additional charge.
To advise our future guests and members of the TripAdvisor community, we do everything we can to guarantee your room type and every detail of your stay, but unexpected events sometimes occur. If this happens, we promise to do everything we can to ensure your comfort and work with you to find an amicable resolution to the problem. If anyone has any specific questions, please feel free to contact me directly at Robert@libraryhotel.com.
Best regards,
Robert Rawlins