Let me first say that I actually signed up for an account on tripadvisor just to review this hotel - that's the kind of impact they left on me. This is going to be a long review so I apologize in advance.
My husband and I are Gold Starwood members. We choose to stay at only Starwood properties all over the world because we love Starwood's member services and have always had great experiences at every Starwood property we've stayed at... until now. Please keep that in mind as you are reading my review.
My husband is in the sports business. We had planned a media tour with some of our athletes and had most of our appointments in the TriBeCa area. We usually stay at the Sheraton Time Square but because of our back to back appointments near SoHo, we went online and booked 5 rooms at the TriBeCa Sheraton. In full disclosure, we booked rooms that were non-cancellable - Big mistake, I get that.
Four days before our scheduled trip, our itinerary did a full 180. Due to this drastic change, 2 of our players were no longer scheduled to come and 90% our meetings were rescheduled in Midtown. The second we found out, we contacted this hotel immediately and asked if there was anything we could do to transfer to a different property or to even receive credit for future travel.
One of our staff members called and spoke to a manager named Cornelio, who said they would have to get back to us. This was on a Thursday. (We were arriving late Sunday evening). After a couple of emails, there was no real response, so I decided to call myself on Friday to see if I could expedite our process of getting answers. Spoke to the night supervisor Maria (whom I have to say was the only person during this whole ordeal who took our concerns seriously) and told her about our situation. She told me that Cornelio was off for the weekend and would have to get back to me. Mind you, we were arriving Sunday night and didn't know which hotel we would have to stay at. As someone who came from management in the service industry, you don't take a day off. You may not physically be at work, but you should always be a phone call away for any emergency situations that arises. STRIKE 1.
After several phone calls with Maria, she was finally able to get ahold of Cornelio and told me that a decision couldn't be made until Monday when that hotel manager was in. At this point, we had no choice but to stay in TriBeCa and commute back and forth from Midtown to attend our meetings. I asked Maria about canceling just the two rooms then and getting credit to future travel, but she told me again that it was up to manager. When I expressed my frustration in the lack of follow up, she understood and wished that she could help me more. I told her that this was a very special circumstance and I wasn't asking for money back if it couldn't be done, I just wanted credit. STRIKE 2
When we arrived at the hotel, the hotel staff informed us that we had been upgraded to one of the nicest rooms in the hotel. It was a pleasant surprise. Thankful, we went up to our room and was blown away by how small it was and how run down it looked. I was so surprised by how a Starwood hotel could look like this. You could literally walk maybe 10 steps from one side of the room to the door. The bathroom (which reeked of mildew, mind you) wasn't even big enough to fit two people standing side by side at the same time and in order to use the restroom, you had to step aside to close the door. It was awful. I can not even imagine how terrible the room our Olympian stayed in was. I was utterly embarrassed. STRIKE 3
On Monday, after a full day of meetings, I finally got back to the hotel and asked to speak to Cornelio, who I thought was going to have an answer for me on the credit. He basically told me that he couldn't get back to me because the hotel manager had to give the approval. SERIOUSLY?! To me, when someone says they need to get approval, that means under special circumstances, it's possible. Don't you? When I told Cornelio that we would have checking out the next day to fly to our next destination and wanted to speak directly to the hotel manager, he mysteriously was in 'meetings' all day and said he would have to "call me back". Needless to say, I didn't receive a phone call that day and didn't hear back until we were mid air to our next stop. He left a message basically saying he was out of the office that afternoon and was unwilling to issue any credit but when (yeah, sure) we stayed there again, he would try to "assist in offsetting some of the cost". STRIKE 4.
To top this all off, we requested late checkout (2pm) because we had more meetings in midtown in the AM and wouldn't be able to get back in time. At first they told us they would have to CHARGE us for late check out. As if they didn't already charge us enough! After talking with yet another manager and finding out we were gold members, they finally allowed us to late check out 2 or our 3 rooms. STRIKE 5
We will never stay there again. Not only because of the lack of attention received by management, but also because the rooms were small and unkept and the bathrooms smelled like mildew. In all fairness, they are located in a good location, but I would rather stay farther away than ever go back to this property. $1300 lesson learned.
- Official Description (provided by the hotel):
- Whether you’re traveling for business or pleasure, we’ve got it all. Our 1,000-square-foot state-of-the-art fitness center is open 24 hours a day and features a wide range of cardio equipment. And enjoy The Link Experienced with Microsoft® in the heart of our lobby. Feel free to surf the web on our terminals or bring your laptop for complimentary wireless High Speed Internet Access. Our modern, energetic lobby was designed so you can socialize with new friends or old. ... more less
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