Hotel 27 by LuxUrban

It was really great. Small space but has everything you need.

The hotel is very well located

The hotel didn’t provide even short expectations. Based on the central Madisson Av street, you hardly can find it at a glance, since there is a bright pink board and a sticker on a window with the Physic consultation for 10 dollars. There is no lobby, just reception at a bad condition, 2 chairs and 2 elevators, one of them is always out of service. It was not announced on site, they charge 5 dollars for 1 piece of baggage storage. I had to change 4 rooms during 5 days, since the basic facilities were out of order, especially connected to bathroom and air conditioning. They all far from advertised standard, with outdated furnishings and cleanliness issues that made us a question the overall maintenance. At 503 the shower tray is clogged and doesn’t flush, so you can’t take a shower, since the water quickly overflows. At 603 the sink was clogged with debris and the dirt floated from the pipe and the water did not flush. At 905 the air conditioning was not working, it was cold, the plug didn’t come into the socket, they were of different types, also the wires were pulled out of the TV, the set-top box did not work. The problem is that these all problems they do not fix, just move the guests to new rooms that have almost the same problems. The rooms are small, old, nothing is done ti renovate them, the windows are black from dirty. Guys at reception change several days a day, the only one was permanent in the morning - Lily. She feels really sorry about the discomfort the guests have during their stay. The other staff seemed indifferent and unhelpful and even rude, especially Wilson. Upon arrival our check in process was disorganised and time - consuming. His unprofessional talk and behaviour and lack of training. He refused to accept hotel deposit 150 USD in cash and said or we pay with credit card or can move to a different hotel even we have 100% prepaid the stay. The problem that Russian cards go not work in foreign countries and we can pay only in cash, he didn’t accept and told the he doesn’t want to be rude but we should pay only with card or no other alternatives. I have asked my friend who lives in USA, to provide the details of his credit card to pay deposit. Since that was not my personal card, Wilson has frozen 75 US dollars instead of 150. The next step that was very nervous for me is that Wilson told he can’t see my payment. So he cannot settle us in the room. I showed him the evidence, my booking with amount debited and the card authorisation but he told he cannot see it in the local system, advised me to connect with my local travel agency. After 10 hours flight, early in the morning I had to contact with my agency to confirm! Thanks God, the agency has confirmed the card was debited and the hotel was fully paid, but in the site the hotel email was provided wrongly. Wilson gave us a new email, which turned out to be incorrect again , so he could not receive confirmation. I learned this only the next day from a different manager

I booked via booking with free cancellation. They took the money from my credit card few days after I confirmed the booking. Unfortunately, my trip was cancelled. So I had to cancel the hotel (I still had 1 month left for the free cancellation). I don't know when I'll receive the refund, or if I'll receive it at all. It's impossible to get in contact with them (I've sent emails and I tried to call them but you get an automatic voicemail message).

Fellow Travelers I wanted to share my recent and ongoing experience with booking and canceling a booking at this hotel. I booked a stay for November 2024 through a reliable hotel booking website. Note the Hotel takes the FULL booking amount at the time of booking while offering free cancellation policy up to a few days before the start of your booking. Sadly, I had to cancel my reservation on April 9, 2024. Unfortunately, I have since encountered significant challenges with obtaining a refund from the hotel and am still waiting. Despite many attempts to reach out via email, I received no response or acknowledgment from the hotel team. When I contacted the booking company, I was informed that the hotel indicated a 15-working-day processing time for refunds. However, it has now been 25 working days, and I have yet to receive any communication or refund confirmation. Mr Gary Romanello, Owner at Hotel 27 By Luxurban please review your customer service! Given my experience, I would advise others to proceed with caution when booking this hotel. It appears that communication and refund processes may be unreliable, as noted by other travelers. If you choose to book with this hotel, I recommend ensuring clear booking & cancellation terms and exploring alternative options for support in case of unforeseen circumstances.

have been trying to cancel my reservation for three days with dead end email addresses, phones that aren't answered, and voicemails that aren't returned. the first email i sent was directly to the listed address in the cancellation instructions. it came back with a delivery error because my email address had been BLOCKED by the recipient!!!!

They don't provide a working phone number as it is disconnected most of the time, so contacting the reception is impossible. I booked through a third party, free cancellation but you pay in advance. No refund, they say they will process a refund but they never do. After a long process of trying to get a refund I get a reply from the third party stating: That the hotel refuses to handle refunds and customer has to accept the loss of their pre payed amount that has been charged. They can write a standard comment that is apologetic and sincere, but it won't get you a refund until proven wrong.