Morris Guest House
🏨 Hotels & Travel · Bronx
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Staff demanded credit card information before providing location directions.
The guest room and shared bathroom were not cleaned after guests.
The business refuses to provide a refund for a cancelled booking.
Business reply on Google
Hello Tenzin Thank you for your feedback. Please note that at the time of booking, you selected a non-refundable rate, which clearly states that cancellations or changes are not eligible for a refund—regardless of when the reservation was made. We understand that plans can change unexpectedly, but choosing a non-refundable option means accepting these terms in exchange for a lower rate. Unfortunately, once this policy is in place, we are unable to override it. We always recommend guests review the cancellation policy carefully before confirming a reservation. If flexibility is important, we suggest booking a refundable option in the future. Thank you for your understanding.
Hotel denied check-in and provided false evidence to dispute refund claim.
Business reply on Google
We’re sorry to hear that your experience didn’t meet your expectations. However, we’d like to clarify a few important points: Your reservation was made under a self-check-in policy, which requires the online check-in form to be submitted before 11:30 PM in order to receive access instructions. This policy is clearly stated in the listing and in the confirmation email sent at the time of booking. Unfortunately, you reached out after 11:30 PM without having completed the check-in form. As we explained during our phone conversation, check-in instructions are automatically sent once the form is submitted. Since our system is automated and our remote team is unavailable after hours, we were unable to issue check-in access past the stated time. Had you completed the form before 11:30 PM, you would have received your smart lock access code as part of our self-check-in system. Regarding your claim, we submitted all relevant documentation and time-stamped communication through the booking platform to clarify the facts. We strongly deny any suggestion of dishonesty. Our goal is always to provide clear, transparent communication and fair service to all guests—while also following policies tha
Guest waited four hours in the cold due to check-in issues
The television and toilets in the guest room are non-functional.
Business reply on Google
Based on your review, it seems that you may not have actually stayed at our property. We take feedback seriously, but we ask that only genuine guests leave reviews. Please refrain from posting false information.
Rude staff, noisy environment, and non-functional room amenities.
Business reply on Google
Dear "RESIDENT B" We appreciate you taking the time to leave feedback, though we must address several inaccuracies in your review. Firstly, we have no record of your visit, and it appears there may be some confusion or a misunderstanding regarding our establishment. Management and Staff Conduct: Our management and staff are dedicated to providing exceptional service. Any reports of rudeness are taken seriously and addressed immediately. We have a consistent track record of positive interactions with our guests. Adults-Only Policy: Our facility strictly adheres to an adults-only policy. We ensure that this is enforced to maintain a peaceful environment for our guests. Facility Maintenance: We conduct regular maintenance checks on all our amenities, including televisions, bathrooms, and hot water systems. Our team is always available to assist with any issues, and we prioritize prompt and effective service. Guest Support: Our staff is trained to be responsive and helpful. We take pride in our customer service and are committed to addressing any concerns our guests may have during their stay. We believe there may have been a mix-up, as your review does not reflect the standards we uph
Room smelled of smoke and excessive noise from other guests.
Business reply on Google
Thank you for your feedback, though it doesn't align with the experience we strive to provide. Our property has strict non-smoking policies, and we take noise complaints seriously to ensure a comfortable stay for all guests. We encourage anyone with concerns to report them to our staff immediately so we can address them.
Manager locked guest out and refused to refund payment
Business reply on Google
We take such accusations very seriously, and this description does not reflect the standards of our property or staff. Our management team is trained to handle all guest feedback professionally, and we assure you that any concerns are addressed promptly and respectfully. We encourage our guests to reach out to us directly for any issues, as we strive to provide a safe and comfortable environment for everyone.
Staff member was rude and unprofessional during a phone inquiry.
Business reply on Google
We apologize for the negative experience you had while interacting with our business. At Morris Guest House, we pride ourselves on providing excellent customer service and it is disheartening to hear that you were not treated with the kindness and respect you deserved. We assure you that this type of behavior is not representative of our company's values and do not condone it. If you would like to discuss this matter further, please don't hesitate to reach out to us. We would be happy to address your concerns and work towards finding a resolution.
Business failed to answer calls and kept payment after canceling booking.
Business reply on Google
We apologize for the negative experience you had while attempting to book a stay with us. At Morris Guest House, we pride ourselves on providing excellent customer service and it is disheartening to hear that you were unable to reach us by phone or email. We assure you that this type of behavior is not representative of our company's values and do not condone it. If you would like to discuss this matter further, please don't hesitate to reach out to us. We would be happy to address your concerns and work towards finding a resolution. Please note that we have strict policies in place to ensure that all bookings are handled fairly and that our guests' money is protected. We assure you that we did not cancel your booking and pocket the money. We would be happy to provide any further information or assistance needed to clarify the situation.
Business demanded sensitive personal information and withheld prepaid funds.
Business reply on Google
We apologize for the negative experience you had while attempting to check in to our hotel. At Morris Guest House we pride ourselves on providing excellent customer service and it is disheartening to hear that you were treated poorly and encountered issues during the check-in process. We assure you that this type of behavior is not representative of our company's values and do not condone it. We would like to clarify that it is standard practice for hotels to request identification and a credit card or cash deposit upon check-in for incidentals. This is a common practice in the hospitality industry and is done to protect the property and ensure that any damages or additional charges are properly documented and billed. However, we apologize if you were not made aware of this policy prior to your arrival. We understand that this situation has caused frustration and inconvenience for you, and we sincerely apologize for any misunderstanding. If you would like to discuss this matter further, please don't hesitate to reach out to us. We would be happy to address your concerns and work towards finding a resolution.
Lack of security and privacy with poor noise insulation and enforcement
Business reply on Google
We apologize for the negative experience you had while staying at our property. At Morris Guest House, we take all feedback seriously and strive to provide a safe and comfortable environment for our guests. It is clear that we fell short of your expectations and for that, we sincerely apologize. We are sorry to hear about the issues you encountered with noise, security, and housekeeping during your stay. We understand that these issues caused frustration and inconvenience for you and we are sorry that we were unable to address them to your satisfaction. We would like to reassure you that we take the privacy and security of our guests very seriously and have policies in place to ensure the safety and comfort of all who stay with us. We are sorry if these policies were not properly enforced during your stay. We also apologize for any difficulties you experienced with Hotels.com during the complaint process. If you would like to discuss this matter further, please don't hesitate to reach out to us directly. We would be happy to address your concerns and work towards finding a resolution.
reservation not honored despite payment being processed
Business reply on Google
Dear Lorena, We thank you for taking the time to share your experience with us, as your comments are essential for our constant improvement. There are few guests like you, who send us their complaints in this way to make us understand where we fail and how we should improve. We regret everything that happened. These cases do not usually happen and we are sorry that you were the one who had to live the experience. We hope you will give us the opportunity to formally apologize and make up for our error. We explain to you over the phone the error your cousin made. Please do not hesitate to contact us in case you need our assistance.
Guests were assigned an uncleaned room and denied a discount.
The business failed to return the security deposit after the stay.
Business reply on Google
We apologize for any inconvenience or frustration you experienced during your stay with us. At Morris Guest House, we have a policy in place to collect a $50 deposit for incidental charges at the time of check-in. This deposit is intended to cover any potential damages or additional charges that may occur during a guest's stay, such as smoking in the room or causing damage to the property. We are sorry to inform you that, based on your review, it appears that you were found smoking in the room during your stay. As a result, the $50 deposit was not returned to you at the time of check-out. Smoking in the room is a violation of our policies and can cause damage to the property, which is why we have a no-smoking policy in place. We understand that you may not have been aware of our no-smoking policy or that you may have unintentionally violated it. However, we must enforce our policies in order to maintain the cleanliness and safety of our property for all guests. We apologize for any misunderstanding or inconvenience this may have caused you. We encourage you to reach out to us directly to discuss the matter further and to resolve any issues or concerns you may have. We value your bu
Staff were rude and charged for an unauthorized booking.
Business reply on Google
We apologize for any confusion or inconvenience caused by this false review. It is our policy to never charge a guest for a booking that they did not make, and we take all claims of unauthorized charges seriously. If you feel that you have been wrongly charged for a booking at our property, we encourage you to contact us directly with your booking information and any relevant details so that we can resolve the issue as quickly as possible. We strive to provide excellent customer service and a comfortable and enjoyable stay for all of our guests, and we take all feedback seriously. If you have any further concerns or issues, please don't hesitate to reach out to us. We value your business and want to do everything we can to make your stay with us as enjoyable as possible.
Hotel cancelled confirmed reservation without notice or communication.
Business reply on Google
Dear Kszysiek Gooo This reservation was canceled because of an invalid credit card. A Valid credit card is required at the time of booking to guarantee all reservations. Special offers may require payment in full depending on the time of booking and special terms will be stated during the booking process. Therefore, if your card is not valid we cannot guarantee your reservation. Your card did not have the funds available and you failed to provide another method of payment within the required time limit. We notified you via email and our front desk also reached out to you by phone. Unfortunately Your reservations was cancelled due to fail to provide a new payment method. Thank You, if you have any concerns or questions please call us.
Price increased upon arrival and poor room cleanliness and noise insulation.
Business reply on Google
We have different types of room due to that there a variation in the pricing. We recommend doing a reservation online, so, therefore, you have a guaranteed room. We spoke to you over the phone and explained the situation. There is a high demand the least expensive rooms get the sold-out quicker. I am sorry for the inconvenience. Thank you for the evaluation and feel free to contact us. -Management
Unprofessional staff behavior, poor room cleanliness, and disturbing noise levels.
Business reply on Google
We apologize for the negative experience you had while staying at our property. At Morris Guest House we take all feedback seriously and strive to provide a safe and comfortable environment for our guests. It is clear that we fell short of your expectations and for that, we sincerely apologize. We are sorry to hear about the issues you encountered with the unprofessional behavior of one of our staff members, the dust in your room, and the noise disturbance during your stay. We understand that these issues caused frustration and inconvenience for you and we are sorry that we were unable to address them to your satisfaction. We would like to assure you that the issue with the dust in your room has been addressed and that we have taken steps to prevent similar issues from occurring in the future. We also apologize for any inconvenience caused by the noise disturbance and for the unprofessional behavior of one of our staff members. These issues do not reflect the standards of service that we aim to provide to all of our guests and we apologize for any embarrassment that you may have experienced. Again, we apologize for the negative experience you had while staying with us and we hope t