My son’s 10 year old birthday trip to Manhattan included some favorite things to do in NYC: bicycling thru Central Park. The JW Marriott concierge recommended them, so we rented two bikes for an early morning ride before other activities that day. I told the concierge when we got back to the hotel to never recommend them again.
2 miles from the store at East 90th St, my bike’s chain broke, rendering the bike useless other than to push it, or coast downhill. I called the store and they had NO other advice than to “just bring it back to the store, we won’t charge you a late fee if you’re late getting back”. No one to help, nothing. So, my son was relegated to walking HIS bike most of the way back too since I can’t send a 10 year old ahead on his own. I asked for a partial refund (only $5 of the $40 we spent) when we returned, but NO. They only gave me a business card (that on the back asked me to rate them on Trip Advisor, so like a rule follower , I am now!) for a free 2 hr rental the next time I came back. Well, that was yesterday and I am now home. Thanks for nothing, including customer service. Renter beware. I’ve never left a negative review until now, I try to be positive whenever I can, but this was a special trip for my son.
Response from Host
Jun 2019
Hello,
We’re sorry that you had this experience. Our goal is to provide a quality Central Park biking experience to all of our customers and we appreciate your feedback here.
I know that our customer service department reached out to you directly but I just wanted to thank you directly for your business and helping us to address an area that we needed to work on and have since corrected.