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Business Profile

Hotels

Kimpton Hotel Monaco

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:10/21/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My workplace paid $600+ for my stay here, and the hotel did not have heat when I arrived. I called the front desk 3+ times to tell them it wasn't working. I would go to work, come home late at night and my room would be cold, had no time to switch rooms because it was in the middle of the night. All they did was send an engineer twice, he did not fix the problem. They did not offer me a new room, they did not offer me a free room for staying there 3 nights without heat. The engineer told me this has happened before, so why aren't they fixing the problem? Why are they selling expensive rooms with no heat and not offering a new room or even making up for it by offering a free stay for dealing with that? Please investigate this hotel and their thermostat issue, it was completely unacceptable.

    Business Response

    Date: 12/21/2022

    Good Morning *******,

    I am reaching out in response to complaint ID ********. We recently received a letter stating that there were multiple attempts to contact our property, with no response. Neither Rob M******** or I received any correspondences until we received the letter last week.

    Our Director of Front Office, Tatiana Z*********, was initially communicating with ***** ***** about the heating issues during her recent stay with us. During that time, Tatiana had offered IHG Rewards points as compensation for the guest’s issues. She did attempt to deposit the points but there was an error in our system so the deposit took much longer than we had intended. At this point, the promised points have been deposited into Ms. ******* account. It should be noted that Tatiana had attempted to reach out to Ms. ***** on many occasions via phone, email, and our texting system. She was unable to get in touch with her via any of these different platforms.

    We do apologize for the delayed compensation but can assure you that it was only due to an IT/systems error that there was such a delay. Please advise us on the next steps to resolve this issue logged by the BBB.

    Thank you,

    Jesse S******
    Director of Rooms |Kimpton Hotel Monaco Pittsburgh
    620 William Penn Place
    Pittsburgh, PA  15219
    ###-###-#### (main)
    ###-###-#### (direct)

Kimpton Hotel Monaco is NOT a BBB Accredited Business.

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