This was a decent hotel, but for the price I paid, it needs to improve. The problems I had with the hotel are the same problems many reviewers have noted, which concerns me since they don't appear to be being addressed. I'll start with the cons (problem areas): 1) Check-in in has major issues - I initially attempted to check in at 11 am, there was no room available so they took our bags and told us to come back. They said they would work on getting us a high room as I requested. I ended up getting a room on the 4th floor...not high in my book, but I'm assuming it is the highest they had available. Anyhow, they called at around 4 to let me know my room was ready. We came back in the early evening to check in and that is when things took a turn. Check in was chaotic despite the fact that there was only one other couple checking in at the same time. The young man asked us for our name, handed us our key and that was it. No description of the property or amenities, no maps or questions about why we were visiting, no introduction or mention of the concierge, no offer to help us with our bags, nothing. The whole ordeal was a bit cold and unprofessional. 2) The staff is very young and trendy, which fits the hotel vibe, and always smile, but there is just a warmth that is missing. There also seems to be a real lack of organization. The staff always seem to be running around, but not necessarily helping you when you need it. Out of the three days we were there, a staff member opened the front door for us 1 time. That is unacceptable when I am paying $400 a night. I highly recommend management start instituting stations that people must man at all times instead of running around frantically. A person at the front door at all times and a person at the check-in desk at all times is a must. 3) No closet space. The hotel is trendy, I get it and I've stayed at other hotels with similar concepts, but none with this little storage space. No drawers and only a tiny glass closet space to hang a few item and 4) the bed was ok, definitely not the comfiest I've ever slept in.
Pros: Room was very, very clean and the view of the public library was nice. The minibar in the room was a nice touch since it offered free snacks and non-alcoholic drinks. The room was quiet despite facing 5th avenue. Location was awesome.
I stay in NYC at least 2x a year and I doubt I will be going back to this hotel. For the $ I think there are better options with more personal service. If it works out the kinks, I think ti would be a great place to stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I am truly embarrassed that your arrival was disorganized. It is very important that we make sure our door greeter is present to direct and welcome all of our guests, even though it is true we have a "different" check-in than most other hotels. One of the aspects we focus on is spending more time with our guests than is typically expected - with an escort to the room for our first time arrivals, hotel and amenity explanation, and personal recommendations for the city. It is truly unacceptable that you did not receive this, and it affected your entire stay. I have contacted you directly to ensure you feel the value of choosing our hotel, and would like to invite you back for another night. Despite our modern decor, our team strives to provide old-fashioned warm and authentic service. Thank you again for a second chance!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.