Highbridge Hotel

Business reply on Google

Thank you for taking the time to share your concerns. We take feedback like this very seriously, and we want to clarify how our breakfast seating process works. We seat 1–2 guests at our two‑top tables, and any party larger than two is seated at a four‑top. This helps us make sure all guests have a place to sit during busy breakfast hours. The seating assignments are based solely on party size, never on a guest’s background or appearance. Regarding table 15, we appreciate you pointing out the difficulty with the partition. We will review that setup to ensure it is comfortable and accessible for everyone. We’re truly sorry that the experience felt unfair — that is never the intention, and we will reinforce our seating guidelines with the team to avoid any misunderstandings. Thank you again for bringing this to our attention. Your feedback helps us continue improving the experience for all guests. Wishing you nothing but the best, Dianne Dennis

Business reply on Google

Thank you for sharing your concerns. We take pest control and guest safety extremely seriously. To prevent issues before they arise, we work with a licensed pest‑control company that services our property twice a month and performs proactive treatments throughout the hotel. As soon as your report was brought to our attention, we immediately followed our standard protocol. A trained and certified professional conducted a thorough inspection of the room you occupied. Their detailed assessment confirmed that no evidence of bed bugs was found. We understand how distressing any skin irritation can be, but we want to reassure you—and all guests—that we investigate every case with urgency and transparency. Maintaining a clean, safe, and comfortable environment is our top priority. We understand that any kind of skin irritation can be unsettling, and we’re truly sorry that you experienced this. Regarding the refund, it has already been issued to the third‑party provider you booked through, and they are now responsible for returning the funds to you. Wishing you nothing but the best, Dianne Dennis

Business reply on Google

Thank you for sharing your feedback. We’re truly sorry for the inconvenience you experienced during your stay. While we did move you to a different room right away, we understand how upsetting this situation must have been. We want to assure you that our property receives preventive pest‑control treatments monthly and we take any report like this very seriously. Even with regular maintenance, issues can occasionally occur, but they are not widespread throughout the hotel. We appreciate you bringing this to our attention, and we’ll continue working closely with our pest‑control partners to ensure a comfortable environment for all guests. Wishing you nothing but the best, Dianne Dennis

Business reply on Google

Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet expectations. As a courtesy, we were happy to offer a complimentary early check-in, which we hope provided added convenience to your stay. Regarding the $100 deposit, this is a standard authorization placed at check-in and released by the hotel immediately upon checkout. The timing of when the funds reappear is determined by the guest’s bank and can take several business days, depending on their processing policies. Our hotel is proudly 100% non-smoking, a policy clearly communicated in advance to ensure a comfortable environment for all guests.

Business reply on Google

Thank you for bringing this concern to our attention. We take all feedback seriously, especially when it involves the health and comfort of our guests. We want to assure you that our housekeeping and maintenance teams follow strict cleaning protocols, and our rooms are regularly inspected by licensed professionals to ensure a safe and hygienic environment. At the time of your stay, no reports or findings of bed bugs were identified in the room you occupied or surrounding areas nor were we made aware of the situation until now. We understand how distressing it can be to experience skin irritation, and we encourage guests to report any issues immediately so we can investigate thoroughly and take appropriate action. While we regret that your experience led to discomfort, we stand by the cleanliness standards of our property and the results of our inspections. If you’d like to discuss this further, please feel free to contact us directly. We’re committed to providing a safe and pleasant stay for all our guests. Wishing you nothing but the best, Dianne Dennis

Business reply on Google

Thank you for sharing your feedback—we truly appreciate you taking the time to let us know about your experience. We're sorry to hear that the parking fee felt inconvenient. Parking fees are common among NYC hotels, and ours is no exception. To give guests options, we make sure to share that there's street parking nearby as well as a secured 24-hour lot just around the corner. We’re disappointed to hear this may be your last stay with us, but we do hope you’ll reconsider in the future. Your input helps us grow, and we’re always striving to make each guest’s experience better. Wishing you nothing but the best, Dianne Dennis

Business reply on Google

We are located in the authentic heart of NYC, away from the typical tourist areas. Our neighborhood truly exemplifies the saying "don't judge a book by its cover." The residents are friendly and always willing to assist if asked. Being close to Yankee Stadium and with a police precinct just two blocks away, we enjoy a constant police presence, making our area quite safe. We want to inform you that our neighborhood is currently undergoing revitalization. The local residents are enthusiastic about having a hotel in their vicinity and are eager to assist with any inquiries. We regret if you felt somewhat out of place during your stay, especially considering how delighted we were to host you. Have a great day. All the best, Dianne Dennis

Business reply on Google

Thank you for sharing your experience, and we sincerely apologize for the frustration you encountered. We understand how disappointing it must have been to have the game canceled and your plans disrupted. While we do our best to accommodate changes and cancellations, especially under unexpected circumstances, our ability to approve refunds for third-party bookings is limited and subject to the policies in place at the time of booking. Both our hotel policy and Booking.com's clearly state that cancellations must be made at least 24 hours prior to arrival. If that window is missed, the first night is non-refundable, which is what was charged in this case. We understand this may not be the outcome you were hoping for, but the policy was agreed to at the time of booking.

Business reply on Google

I regret to hear that your stay didn't unfold as anticipated. At Highbridge Hotel we take all of our guests' complaints seriously and do our best to accommodate. While very infrequent, at times we are not always able to address issues in a manner that our guests are satisfied with. We do apologize for the inconvenience you had while you stayed with us and have compensated your room rate accordingly, please note that as you made the payment through a third party, it may take a little longer for the adjustment to reflect in your account. We have been able to identify the issue and it was related to the heating system that the entire building uses, it has since been fixed. Have a great day. Wishing you nothing but the best, Dianne Dennis Hotel Manager

Business reply on Google

We encountered an unusual mechanical problem with the door, which, although rare, can occasionally happen with electronic systems. I'm uncertain about why this situation made you feel unsafe, as the issue temporarily prevented anyone who wasn't a staff member from gaining access to your room. In an attempt to assist you, when our staff member reached out to communicate, you unexpectedly snatched the phone and began shouting and berating me over the phone. When I attempted to clarify that the issue couldn't be resolved promptly due to the late hour (11 pm), and assured you it would be addressed first thing in the morning, your reaction escalated to louder and even more disrespectful outbursts. We extended an offer to refund you one night, but you expressed the desire for a refund for the entire duration of your trip while still staying with us, which was beyond our capacity to fulfill. I suggested that you contact Expedia to request a cancellation, and we promptly processed a refund for your entire stay as soon as it was requested. I apologized profusely, but you must not have heard me over the yelling and rather disturbing comments. We try to take care of all of our guests because

Business reply on Google

I want to express my sincerest apologies for the difficulties you encountered during your stay with us. Please understand that we treat any reported case of bed bugs with the utmost seriousness. In response to your situation, we immediately transferred you to a different room and took the initiative to launder all your clothing items at no cost to you. Furthermore, we followed our policy by taking the room out of service for a week, during which our pest control team treated it three times. I would like to clarify that both our general manager and hotel manager personally reached out to you, and it was our general manager who made the decision to have your clothes laundered by our own team. I regret if our actions somehow appeared unsympathetic to you. The only additional request we made was for you to bring your clothes to our laundry area so you could inform our attendant of any specific instructions for washing special items. Your peace of mind and well-being are of the utmost importance to us, and we remain committed to ensuring our guests' comfort and safety. Wishing you nothing but the best, Dianne Dennis

Business reply on Google

It appears that you did not stay at the Highbridge Hotel, and I believe you may have been a victim of unauthorized charges. I want to extend my sincerest apologies for any inconvenience this may have caused. We diligently verify the identification of every guest, but it is possible for someone else to cover the expenses for your stay, leading to a mismatch between the presented ID and the credit card on file. In response to every situation that arises, we are committed to adapting and striving for continuous improvement. I would like to inform you that we have implemented several policy changes aimed at enhancing the overall experience and safety for all our guests. Your time and understanding in this matter are greatly appreciated. Have a wonderful day

Business reply on Google

At the Highbridge Hotel, we prioritize full transparency in everything we provide. Our commitment to honesty and upfront communication is rooted in our desire to ensure that no one encounters unexpected surprises. We regret that you perceived a misrepresentation, and we wish you had shared the specific details of this so we could have promptly addressed it along with any other concerns you may have had. We firmly believe that exceptional customer service must always begin with truthfulness, and our unwavering objective is to consistently deliver outstanding service. Wishing you a fantastic day ahead! All the best, Dianne Dennis

Business reply on Google

We offer a variety of rate options at our hotel. You specifically selected a 15% discount non-refundable rate, which is our most budget-friendly choice. During the booking process, you were repeatedly informed that these rates are non-cancellable and cannot be altered. This information is presented both before confirming the reservation and after confirming it. As a gesture of goodwill, even though it is not within our standard policy to modify these rates, we extended an offer to reschedule your stay to a future date. Unfortunately, this offer was declined. We regret that we adhered to the policy that you were well aware of when making the reservation. It's important to emphasize that we acted transparently and attempted to assist, going beyond our usual terms. We apologize if we couldn't fulfill your exact preferences, but we did make an effort to find a compromise and provide assistance. Wishing you nothing but the best, Dianne Dennis

Business reply on Google

Every image displayed on our website faithfully represents our hotel. Our commitment to transparency means that we strive to provide you with an honest and upfront portrayal to eliminate any unexpected surprises. Our hotel is conveniently situated just two blocks away from a police precinct, and due to our proximity to Yankee Stadium, our neighborhood benefits from frequent police patrols. We are located in the Bronx, a borough with a population of 1.4 million people. In a bustling metropolis of this size, the environment can tend to be a bit more urban, but we maintain a constant cleaning regimen to ensure that when you enter our establishment, you find a spotless and comfortable setting. Our hotel is completely new, constructed from the ground up, and we've only recently opened our doors at the end of April. We apologize if you didn't provide us with a proper opportunity to showcase what we have to offer, and instead, made judgments based on your preconceptions and concerns. We take cleanliness and customer service extremely seriously, and our primary objective is to welcome each guest with genuine warmth and compassion.