I am a travel agent and I will never be recommending this hotel to others. This makes me think twice about booking any Carlson property.
As stated in other reviews, this hotel has an awesome location. It is a 5 minute walk from the Queensborough Plaza subway stop which is less than a 10 minute ride away from Times Square! There is not much to do in the neighbourhood but there are some good places to eat and there is a gas station directly beside the hotel which is handy for snacks/drinks. There are housing projects around the block and it is not necessarily the best area, but I never felt unsafe.
We arrived at the hotel two hours prior to the designated check in time and the room was not ready. We were able to leave our luggage in the very unsecure lobby area. Please be mindful that leaving your belongings here is at your own risk! The staff does not pay attention to who is leaving or taking bags.
The staff is very unfriendly, unhelpful and not cut out to be running a hotel. Upon checking in, they were not able to provide us with a map of the city or any useful information. Most of them barely speak English which was unfortunate.
The elevator broke down on our way up to our room and we were stuck for about 20 minutes until they were able to get it running and open the doors. Our room was located directly beside the elevator and we heard the alarm go off (from someone being stuck) about 3 times a day. At one point the staff put a "Wet Paint" sign on the elevator so people would not use it.
The room was below average. There were many stains on the carpets, curtains, chairs and bedding. The shower/bathtub was quite old, worn out and also stained. The television did not work for 3 out of our 4 days. The room was spacious for 2 people and the bed was comfortable.
Breakfast is included but it is an absolute circus. Whether you show up at 8am or 10am, there is nowhere to sit and the selections are picked through and mostly gone. We instead chose to eat breakfast at a small cafe down the street en route to the subway stop.
Overall, this hotel has a lot of potential. It's in a great area, has rooms with NYC skyline views and looks like it used to be comfortable and clean. However, in order to make this hotel a good choice or good value, the management really needs to step it up a notch. Provide more friendly and attentive service, ensure all amenities are working correctly and get more seating for breakfast. If one of your guests endures a bad experience (getting stuck in an elevator and having no television) than compensate them accordingly.
Rooms near the elevator are noisy as it frequently gets stuck
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We apologize for the disappointing service you received from the staff. We want to make sure our guests are comfortable and receive the best service. We would also like to apologize for the elevator and the condition of your room and breakfast area. To discuss your concern further, please contact Corporate Customer Care.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.