It is with a very heavy heart I write this review. I booked this hotel nearly a year out from travel date and daily read trip advisor for new reviews - to say the least I was excited!! Once we checked into room 602 is was a lot smaller than I imagined and I also asked for a room with some sort of a view - but I got over it. Was I was not expecting is the heater in the room ticked sooooo loudly every bight after the 7th night straight with no sleep I had to ask them to completely turn it off :( It was a nightmare - In fact I even filmed it to prove to the staff that something was wrong! I would tell them daily and they said they sent engineers to the room but it continued to tick away... They did pop a little fan heater in the room but alas it was -10 degrees out there!
Wine and cheese was nice, location was excellent. Staff also kind.
I would of appreciated knowing that scheduled night works in times Square were also in place. I mean jack hammers all night!! There was no mention of this anywhere. I realize it is Time Square so was not expecting silence but what the construction noise was really , really awful. After 11 nights of literally no sleep we left the hotel - I was really disappointed with my stay :( So looking forward for so long but when you have jam packed days and no sleep we were quite happy t o leave and go home.
Try to avoid room 602
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Our sincerest apologies, nothing is more difficult for us than hearing that one of our guest’s experienced a stay that wasn’t all that they hoped for. We strive to do all we can to satisfy every guest and earnestly meet their expectations. We are heartbroken if you felt we did not do everything in our power to make you happy during your visit. I wish we had greater control of the external environment in Times Square. Unfortunately, in New York City, at any time there may be city approved work performed either by the city itself or by any businesses. Regretfully, the city and its agencies do not share any details with us or any of our neighbors regarding scheduled activities that can potentially impact our guests. It was unfortunate that during your stay, the city was renovating Times Square for both New Year’s Eve and for the Super Bowl festivities. As you can see from other comments, we generally do not have too many serious issues with noise; however, we regret that was a problem for you during your stay.
I wholeheartedly hope everyone on our staff tried to help you avoid these issues and explore other alternatives. Just to recap our efforts, prior to your arrival, when you inquired about switching to a room with a view, our reservations manager did caution you that a room facing the street would have more exposure to street noise as opposed to a room facing the back, which we initially selected for you, which is a bit more sheltered from the excitement of Times Square. After your arrival, we offered to move you to another room, or a room at one of our sister hotels away from Times Square, and even offered to assist you with reserving a completely different hotel outside our group that might be a better fit for your preferences. When all these solutions were presented to you, you declined. Since you chose not to change rooms and you availed yourself of SleepPhones, but declined earplugs or a white noise machine, we are left pondering what else we might have done to help. Because we are always vigilant about improving our service we would be most grateful if you could share with us any insights you might have. Please know, not at one moment during your stay, were we not striving for a solution to ensure your stay would be a positive one.
We would very much welcome any suggestions you could offer that would help our guests choose the proper room size for them. At 375 square feet, our mini suite 602 is our most spacious accommodation, located on our highest floor. We can certainly appreciate that people have different expectations in terms of room size, and to assist our travelers with this during the booking process, we have detailed the room sizes on the website in square feet and meters, on the booking engine, with multiple images and virtual tours, and we also have listed the square footage on the guest confirmation email. Because of your comment, we will add the translation in square meters (35). Other than that, from the guest perspective, is there an alternative way that we could have communicated this that would have worked better for you? We would happily modify our communications at your suggestion if it means being of better service to our future guests.
Please contact me personally to further discuss your suggestions and please do not hesitate to count on me if I may be of service in any way.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.