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“poorly prepared, slack receptionist” 3 of 5 stars
Review of The GEM Hotel Chelsea

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The GEM Hotel Chelsea
3.0 of 5 Hotel   |   300 W 22nd St, 22nd Street & 8th Avenue, New York City, NY 10011 (Formerly GEM Hotel - Chelsea, an Ascend Collection hotel ) (Chelsea)   |  
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Hotel amenities
Special Price
20% off room rate
Ranked #247 of 449 hotels in New York City
Brisbane, Australia
Reviewer
5 reviews 5 reviews
3 hotel reviews
3 helpful votes 3 helpful votes
“poorly prepared, slack receptionist”
3 of 5 stars Reviewed October 1, 2010

We had booked with this hotel online because they were advertising a special including a welcome cocktail and muffin pack - which was not there! When we asked after it they said "oh I'd have to go out and buy it and there's no other staff here" which is not our porblem - and then we had to push for our room to be discounted to that value. This is extremely poor service. Also the receptionist seemd to have her boyfriend visiting her at work as there was this random bloke just hanging out in the lobby for hours and they were totally making eyes at each other. Also they offer a free iPad for guests to use in the lobby only - which the receptionist was using when we asked for it! At least the room was clean but small, and location a bit hard to find, and luggage handler rolled his eyes at us when we needed help. And he even had the use of an elevator/lift. Very very poor staffing overall.

  • Stayed September 2010, traveled with family
    • 4 of 5 stars Value
    • 2 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 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.
Eric K, Manager at The GEM Hotel Chelsea, responded to this review, May 22, 2013
Greetings StephW1,

Thank you for your review and we apologize that your previous stay with us was not satisfactory at all. We have undergone many staff changes as well as changes in management team, and we can confidently assure you that our service level will be well above satisfactory if you revisit us here at The GEM Chelsea.

Please allow us to invite you back for a better GEM experience. We can assure you that your stay with us will be far from what has happened in the past. Should you wish to make a return trip, please contact us at chelsea.fom@thegemhotel.com and we will gladly be of your service.

Thank you.

Warm regards,

Eric Kwon
The GEM Hotel Chelsea
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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New York City, New York
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed September 13, 2010 via mobile

Awesome location. Clean room, friendly staff, and superior amenities. Overall, great experience.

  • Stayed August 2010
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 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.
Eric K, Manager at The GEM Hotel Chelsea, responded to this review, May 22, 2013
Greetings Liezlinnyc,

Thank you for your kind reviews and please know that we are so encouraged by the fact that guests such as you enjoyed staying with us at The GEM Chelsea.

We haven't heard back from you in a long time, and we can confidently tell you that we've gotten much better over the years. Should you wish to revisit The GEM Chelsea, please feel free to contact us back at chelsea.fom@thegemhotel.com and we will gladly be of your service once gain.

Thank you.

Warm regards,

Eric Kwon
The GEM Hotel Chelsea
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed September 7, 2010

We've just returned from a 5 night stay at the GEM hotel Chelsea. The location was great, easy to get to all the tourist sights and great for going out in Greenwich Village or the Meatpacking District in the evenings.
We arrived after a long delayed journey and were relieved to arrive at the hotel, the lobby is smart and well presented and we had a nice welcome by the man at reception who gave us maps of the city and a quick orientation.
The room was small but we were expecting this and as we were planning to be out and about a lot it wasn't really a problem. It was a bit beaten up with marks on the wall and our window faced a wall but it was generally clean.
Overall it was pretty good for the price we paid, we got a really good deal on Expedia but there are a couple of small things that could really help make it better.
There was no welcome pack etc in the room so we had to ask what time we needed to check out and didn't know about some of the hotel facilities.
There was only one robe provided even though there were 2 of us. This was mentioned when we checked in but no reason was given as to why, it didn't really matter as we didn't even use it but it was a bit odd.
There was a small bottle of water provided (again only 1) which was in the room when we checked in, we drank it the night we arrived but were never given another one. Again not the end of the world but would have been nice if it had been replenished.
The safe was really difficult to use, you had to pay for it and swipe your credit card to open and close it, which could take a while as you had to swipe it at exactly the right speed.
None of these things were major problems but they're just small touches that could be easily fixed to make the overall experience a bit better.
All in all I would stay there again for the location and the fact that it was a good price. As long as you're not expecting 5 start the GEM hotel is a good bet.

  • Stayed August 2010, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Eric K, Manager at The GEM Hotel Chelsea, responded to this review, May 22, 2013
Greetings Carrie27,

Thank you for your review and we strive to improve based on the detailed reviews such as yours. We thank you for pointing out all the flaws that we can correct and such data allows us to be critical of how and what prevents our guests from having the 'perfect' stay with us.

We have gone through many changes over the years including amenity changes as well as management and staffing changes. We can assure you that your stay with us will be much better this time around and would love to have you back to experience the real GEM Chelsea experience.

Please let us know at chelsea.fom@thegemhotel if you would like to book a return trip with us and thank you again for making The GEM Chelsea part of your travel plans.

Warm regards,

Eric Kwon
The GEM Hotel Chelsea
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Dublin
Senior Contributor
26 reviews 26 reviews
10 hotel reviews
Reviews in 15 cities Reviews in 15 cities
22 helpful votes 22 helpful votes
4 of 5 stars Reviewed September 7, 2010

We stayed 5 nights in this hotel. We opted for a quiet room as we heard 8th Avenue is loud and we had the quietest room I have ever had in a city hotel. Although there was a wonderful view of a brick wall we had expected this thanks to reading prior reviews on here so that wasn't a problem. The bed was big considering I was sharing with my mum, but then we are two small ladies, I wouldn't have known she was there! The bathroom is small but clean and functional, we both agreed the mirror in there wasn't very flattering! They have a useful business centre with two computers which we used to look up varioius sites and a great ice machine which came in handy as the room was warm and we aren't fans of air con which worked too well! We found a brilliant deli over the road next to the Chelsea Hotel on the last day and it's only a 10min walk to Greenwich village. There are lots of bars and restaurants within 1 min walk too. Overall I would say this is a great hotel and highly recommend it.

  • Stayed August 2010, traveled with family
    • 5 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.
Eric K, Manager at The GEM Hotel Chelsea, responded to this review, May 22, 2013
Greetings Dublin35Dublin,

Thank you for your review and we are glad that you enjoyed your stay with us back in year 2010. Reviews such as yours allows us to entail the small details that can make our guests' stay a perfect one and we thank you so much for providing us with your feedback.

We haven't heard back from you for a long time and wanted to reach back to you to have you back for the better, and the improved GEM Chelsea. We've gone through many changes and am not afraid to let you know that your stay will be much better this time around.

Please let us know if you would like to arrange a return trip to us and we will gladly be of your service once again. You can reach us back at chelsea.fom@thegemhotel.com!

Thank you.

Warm regards,

Eric Kwon
The GEM Hotel Chelsea
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tel-Aviv
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed August 22, 2010

I've stayed here on business twice, and would recommend the hotel to young professionals who are looking for a good place to stay while working, but also a nice place to check out NYC in the evening times. The hotel is located in Chelsea really close to the E or F subway line. So, you can easily commute in a matter of minutes to your business meetings in midtown in the morning, but enjoy your evenings in a much better, younger neighborhood.

There is no breakfast - but your room has a coffee pot with good coffee curtesy of the hotel, and breakfast can easily be bought at the deli across the street for less than $5. THere are also two computers in the basement with a printer, which is convinient for getting work done (again,nothing fancy but great for the young pro) and free wireless in the room - which are small but clean, and its all you need. Some are a bit noisy, but its NYC. Loved their bath products.

  • Stayed June 2010, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 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.
Eric K, Manager at The GEM Hotel Chelsea, responded to this review, May 22, 2013
Greetings salmonavacado,

Thank you for your kind words and the valuable feedback. We are glad that you've enjoyed the stay with us and thank you again for recommending it to fellow reviewers and potential guests that are viewing our page.

We haven't heard back from you for a long time and wanted to reach out to you to see if you would like to be back for more of The GEM Chelsea experience. We've improved vastly over the years and can assure you that your stay will be much better this time around.

Please let us know if you would like to revisit us and you can contact us at chelsea.fom@thegemhotel.com at any time!

Thank you!

Warm regards,

Eric Kwon
The GEM Hotel Chelsea
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
emilia
Contributor
12 reviews 12 reviews
4 hotel reviews
Reviews in 8 cities Reviews in 8 cities
10 helpful votes 10 helpful votes
2 of 5 stars Reviewed August 12, 2010

Tiny rooms, dirty carpet toewls and blanket.
The attendants do not cleaned the bathroom and the desk clerk was not even able to call us a taxi to the airport....

  • Stayed August 2010, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GEMhotelChelseaGM, General Manager at The GEM Hotel Chelsea, responded to this review, August 13, 2010
Dear guidotz,
We appreciate your feedback concerning your stay. It is our goal to ensure all our guest enjoy an experience they expect and deserve when staying at The GEM Hotel Chelsea. I hope you give us another chance to regain your confidence and I would like to discuss your experience further with you. At your convenience, I can be reached at 212-675-1911 or via e-mail at chelsea.gm@thegemhotel.com. I look forward to hearing from you.
Sincerely,
Philip Cham
General Manger
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Guildford, United Kingdom
Top Contributor
75 reviews 75 reviews
31 hotel reviews
Reviews in 46 cities Reviews in 46 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed August 11, 2010

Very friendly hotel in a suburb very near the underground. The area had plenty going on but not in a noisy sense.
Typical small room but large enough for 2 of us. Bed & shower & TV great.
Would have loved a fridge but ice available. Free internet too.
Staff interested in you.

  • Stayed August 2010
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GEMhotelChelseaGM, General Manager at The GEM Hotel Chelsea, responded to this review, August 13, 2010
Thank you so much for your comments about your stay. We would love to have you back as our guests again during your next visit to New York City. Please contact me directly at 212-675-1911 or chelsea.gm@thegemhotel.com so that I may personally reserve your room.
Sincerely,
Philip Cham
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about The GEM Hotel Chelsea

Address: 300 W 22nd St, 22nd Street & 8th Avenue, New York City, NY 10011 (Formerly GEM Hotel - Chelsea, an Ascend Collection hotel )
Phone Number:
Location: United States > New York > New York City > Chelsea , Manhattan
Amenities:
Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Suites Wheelchair access
Hotel Style:
Ranked #247 of 449 hotels in New York City
Price Range (Based on Average Rates): $$$
Hotel Class:3 star — The GEM Hotel Chelsea 3*
Official Description (provided by the hotel):
Free Wifi. The GEM Hotel Chelsea is ideally located in "your corner of the world." We provide an intimate, boutique atmosphere and offer our guests elegantly designed rooms with luxurious amenities. This New York City boutique hotel is conveniently located in the neighborhood of Chelsea. This trendy Manhattan neighborhood is filled with chic art galleries, night club hotspots, world-famous restaurants, shopping and more. Guests are within walking distance to Penn Station and world-famous Midtown Manhattan attractions such as Madison Square Garden, Times Square, Macy's/Herald Square, the campus of New York University (NYU) and the Empire State Building.The hotel is one block from New York City's subway system. Surrounding neighborhoods include Greenwich Village, the Flatiron District, Union Square, Midtown and the Meat Packing District.The GEM Hotel Chelsea offers a wide array of amenities and services that add value. For no additional charge, guests can enjoy wired & wireless Internet access, premium bottled water, nightly turndown service with our signature pillow mist, and shoeshine and concierge services.All guest rooms are smoke-free and boast LCD televisions with HD channels,iPod docking stations, cordless telephones, paraben-free bath amenities, bath robes, down pillows, plush towels and Wolfgang Puck coffee. Standard room amenities include coffee makers, hair dryers, irons and ironing boards. Additionally, this New York City hotel features a 24-hour fitness center and business center to you meet your needs.While staying at The GEM Hotel Chelsea check out the GEMmine in the lobby to find what is happening in the neighborhood; sights, sounds, dining and attractions. You can also tour Manhattan with our GEMwalking tours. ... more   less 
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