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“poor service” 1 of 5 stars
Review of The Thayer Hotel

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The Thayer Hotel
4.0 of 5 Hotel   |   674 Thayer Road, West Point, NY 10996   |  
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Ranked #1 of 1 Hotels in West Point
Nantucket, Massachusetts
1 review
1 helpful vote 1 helpful vote
“poor service”
1 of 5 stars Reviewed November 17, 2012

I should have been warned when I tried to make a reservation that the experience would be bad. Tried to give benefit of doubt but the service is horrible. From start to finish it is not worth the price you pay. Lack of service is an understatement. Heat in room was to turn on at check in - being green sort of - but room was cold and turned off in the during the night - lights on and off during the evening. Save your money stay down the street.

  • Stayed November 2012, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlys_Lemler, General Manager at The Thayer Hotel, responded to this review, November 19, 2012
We are very sorry to hear about your recent experience at our historic hotel. We have established standards to double check rooms and accommodations but somehow fell short of those standards during your stay. We have communicated these shortcomings to the departments responsible so that we can evaluate our checklists to ensure we do not have reoccurrences in the future. We strive to offer nothing but five-star service to our valued guests and we hope that you will give us a second chance in the future.
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536 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (201)
Date | Rating
  • Dutch first
  • English first
  • Any
English first
Beavercreek, Ohio, United States
Reviewer
4 reviews 4 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
2 of 5 stars Reviewed November 3, 2012

I am a WP graduate and the mystique and lore of the Thayer hotel was legendary. I've shared many experiences at this hotel in the past 20 yrs, but this latest stay is marred in disappointment. The hotel is showing its age both inside the once majestic lobby, in the rooms, and the surrounding grounds. The rooms are in disrepair---missing fixtures, torn wallpaper, broken tiles, peeling paint, busted door are but a few of the sad examples of the state of this once fine premium hotel. I dined at the MacArthur resturant on two different occasions and the food was below average at a way above average price. The quality is decidley diminished from what it once was. Sadly, I'd have to recommend finding an alternative location for our next WP vivist.

  • Stayed November 2012, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlys_Lemler, General Manager at The Thayer Hotel, responded to this review, November 13, 2012
We are so disappointed to hear that your recent stay at the Thayer Hotel did not exceed your expectations. We strive to offer nothing less than five-star service to our patrons. We have established standards to double check rooms and accommodations but somehow fell short of those standards during your stay. We have communicated these shortcomings to the departments responsible so that we can evaluate our checklists to ensure we do not have reoccurrences in the future. Being a historic hotel built in 1926 comes with its challenges, but we have made many renovations in recent years to make sure we are continuously offering nothing but the best to our guests. Thank you for your feedback as it gives us the opportunity to learn and grow from your experiences.
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Manhasset, New York
Senior Reviewer
8 reviews 8 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed October 27, 2012

We stayed at the historic and memorable Hotel Thayer May 2011.
Yesterday we were still talking about going back, while at our
monthly American Legion luncheon and telling everyone there-
go, go, go!
The location over the Hudson River - "to die for" - especially
when we were there in May - but most months are probably
beautiful - even winter. Thousands of trees in view. Lovely
landscaped grounds.
Enter the main lobby - drink in the grand ambience. Walk
the halls and study the walls - history lessons throughout.
Don't know if there's been updating or renovating of rooms.
A little dated. But you're there for the views, the wonderful
dining room, the lovely meeting rooms, and of course
West Point.
We had dinner and the next day breakfast in the Dining Room-
good service and food. Lunch was a grand affair in one of
the meeting rooms. Over 100 people for a military veterans
luncheon- 8th Army Air Force - everything was really perfect.
Had much worse large group meals in 5 and 6 star hotels and
restaurants!
We would return several times a year but my husband's
health is not good but we do tell everyone else - go, go,
go -to the memorable Thayer Hotel and incredible West
Point!!!

Room Tip: Of course, ask for a room facing the river (not the front entrance or driveway), Ask for the large...
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  • Stayed November 2011, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlys_Lemler, General Manager at The Thayer Hotel, responded to this review, November 14, 2012
We are so happy to hear that your experience at the Thayer Hotel was enjoyable. Our team strives daily to deliver five-star service to our patrons and we will be sure to convey your positive feedback to our hardworking staff. We recently hired a new Executive Chef, Marc Muniz. He is a graduate of the Culinary Institute of America and his food and menus are getting rave reviews from our guests. We will be sure to let him and his kitchen staff know of your positive reviews. Please do come back and see us soon!
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Suwanee, Georgia
Top Contributor
108 reviews 108 reviews
16 hotel reviews
Reviews in 39 cities Reviews in 39 cities
20 helpful votes 20 helpful votes
4 of 5 stars Reviewed October 26, 2012

My husband stayed here 50 years ago and wanted me to see West Point and the historic Thayer Hotel. It was a great experience. Contrary to other reviews listed on trip advisor, we found our king size bed to be very comfortable and the hotel staff very courteous and helpful.
We thoroughy enjoyed our stay. We stayed in room 338 and had a fabulous view of the Hudson river.

Room Tip: Room 338 has great view of the Hudson river
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  • Stayed October 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlys_Lemler, General Manager at The Thayer Hotel, responded to this review, November 14, 2012
Thank you so much for taking the time to report your recent experience at our hotel. We appreciate your kind words and positive feedback. We hope our historic establishment has made a lasting impression and you will be back to stay with us soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Albany, New York
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed October 24, 2012

We went to The Thayer Hotel for a wedding. We didn't feel the stay was worth what they charge to stay there. When we registered we wanted a King bed and had a confirmation #. When we checked in they had us down for a two double beds, and argued with us that we couldn't change the room because we didn't confirm our confirmation. I've never heard of such a thing. With enough going back and forth with the front desk they finally gave us a King. But my friends who were two single guys who originally reserved a double bed room, were given a king bed. Doesn't make sense. Anyway our room had things missing, like the docking station/alarm clock, our toiletries were open and used. They weren't replaced. We didn't have a "Do not disturb" sign. The maids walked in on us without a proper knock THREE times in 4 hours. That's ridiculous! My husband and I were very upset because at one point I didn't have any clothes on. It was VERY upsetting. After the third time they finally brought us a "do not disturb" sign for our door. I called down to the main desk several times and I never got an answer all weekend. The paint in the bathroom was falling off the ceiling. Some of our friends had similar issues. The bar tenders and wait staff weren't the friendliest and we felt as if they never received proper training! They were unorganized and slow (nothing to do with the wedding) this was at the rooftop bar and the bar inside as well as breakfast. At the Rooftop bar we were standing there waiting to order a drink at the bar and the there were three bar tenders working. Two of the three were chatting to one another not paying any attention to the customers. Finally my husband had to shout over to them in order to get service. Again very upsetting! The wedding went smoothly and everything was beautiful! I cannot comment about the wedding.

  • Stayed October 2012, traveled with friends
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlys_Lemler, General Manager at The Thayer Hotel, responded to this review, November 21, 2012
We are very sorry that your stay was not enjoyable. Your review and comments are being brought to the attention of our staff to ensure this does not happen again in the future. Our reservations department recently underwent some changes, and although it does not excuse what happened to your party, we are hoping they will do better at providing nothing but five star service to our guests in the future. We hope that you will try us again in the future.
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Goshen, New York
2 reviews
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed October 22, 2012

Attended a wedding here in October of 2012.

The Hotel Staff made multiple errors with respect to reservations that were made 10 months previously. They ignored their errors, became extremely rude and arrogant, and even tried to rectify their problems by offering solutions that charged us more money...even though they claimed they were FULLY BOOKED.

If you ever have to stay here, I would highly suggest documenting everything that you are reserving, as they overcharged and under-serviced. It was incredible to see such a young staff act so arrogant, and speak to you in slang like a teenager would.

I expected much more from this historic hotel, especially considering it is on the West Point Campus...I was let down in every way, shape and form.

Room Tip: Make sure when you book your room, you TRIPLE confirm the amentities you want, and get the name of t...
See more room tips
  • Stayed October 2012, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlys_Lemler, General Manager at The Thayer Hotel, responded to this review, November 21, 2012
Thank you very much for your feedback about your experience at our hotel. We are deeply apologetic that you did not receive the attention or respect all of our guests deserve. We hope that all of our guests will see the fruits of our new Service Excellence Training that each employee now graduates from. It is our goal to provide nothing but the best service to our valued customers and we hope you will visit us again one day so that we can prove our commitment to you and all of our valued guests.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Scranton, Pennsylvania
Senior Contributor
28 reviews 28 reviews
9 hotel reviews
Reviews in 8 cities Reviews in 8 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed October 22, 2012

We belong to a Living History Organisation devoted to officers of the Civil War. Many of these officers graduated from West Point. So we had a "Homecomming Weekend". At the dinner they were introduced by graduating year. There was a bus tour on Saturday. They WILL NOT let you check in before 3:00 PM. The staff was a little gruff about that. If you go plan your trip as to what you would like to see. It must be on one of the tour buses and inquire if the bus will take you there. otherwise they take you where they want to go. Overall it was a great trip.

Room Tip: As for a room overlooking the River
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  • Stayed October 2012, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlys_Lemler, General Manager at The Thayer Hotel, responded to this review, November 21, 2012
Thank you so much for your recent review of our historic hotel. We are very happy to hear you had an enjoyable stay with us. The Thayer Hotel is located on West Point grounds and we are so fortunate to be within walking distance to many historical places at the Academy including Trophy Point and the Cadet parade grounds. We hope you will choose to stay with us again soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Thayer Hotel

Address: 674 Thayer Road, West Point, NY 10996
Phone Number:
Location: United States > New York > West Point
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in West Point
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Thayer Hotel 4*
Number of rooms: 151
Official Description (provided by the hotel):
As one of the most unique addresses in the world, The Historic Thayer Hotel at West Point has been a celebrated part of American history since 1926. The Thayer Hotel at West Point consists of 151 luxurious guest rooms with 23 recently renovated executive suites and 10 elegant venues for meetings, weddings and special events. The Thayer Hotel offers a perfect home base for amazing group itineraries in the historic Hudson River Valley with a plethora of nearby attractions, cultural institutions, historical landmarks and award-winning dining options at MacArthur's Riverview Restaurant, General Patton's Tavern, and Zulu Time Rooftop Bar and Lounge. ... more   less 
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Also Known As:
Thayer Hotel West Point

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