This supposedly 4-star hotel, located directly across the street from the United Nations, was a horribly managed, run-down mess. I would avoid it. The staff was rude and bumbling, the room was run-down and not worthy of the cost, and it is a significant walk to Grand Central, which is the nearest subway stop.
When checking-in, we were told that no rooms were yet prepared. This was disappointing, but not a major issue. We were 1 hour earlier than check-in so it was understandable that a room wouldn't be ready. However, the employee was rude and very snooty. He did not offer to call us when our room was ready, as every hotel I've ever stayed in has when my room isn't ready. He was interrupted by 3 different co-workers during our check-in. First, the other employees should not have bothered him while he was with a guest. Second, he should have said to his co-workers "I'm with somebody." We asked where bell services were so we could drop off our luggage. He directed us to a very busy stand.
We stood at the busy bell services area (busy with staff running around, no other guests) for about 15 minutes before somebody finally acknowledged us. We asked to check our bags and the man at the stand didn't reply just ran out the door and returned with another bell services staff member to take our luggage. This person didn't want to take our luggage, so the two men proceeded to have a very loud and heated argument right in front of us about whose responsibility it was to check our bags. Finally, one of them haughtily took our bags.
We returned at check in and our room was still not ready. We waited and waited and waited, all the while observing at least a dozen different staff members just standing around and doing nothing, or arguing with each other. That is what seemed very odd to me—all the staff fighting with each other. Where is the management at this hotel?
I assume by its location and generally upscale facade that it is frequently host to heads of state and high-ranking diplomats, so I was a bit embarrassed as an American at the way this hotel is run.
We basically had to lose our temper to get a room after the check-in time, something I really don't like doing. We finally got our room... and it was a mess. The walls were cracked and peeling, the air ducts filthy and dusty, and the shower: wow. The shower head was on a pole and that pole kept rotating to the side, so basically the water shot out to the back of the tub then turned to face the side of the tub. Despite my best efforts, water got all over the floor when I showered. It was a mess. Also, there was only one bed and we were two guys. Maybe they assumed we were gay and thought it was no big deal. We didn't want to deal with the staff anymore so we just made by with the one bed.
The view was lovely though: everything south of the hotel was outside our window. We had a great view of the East River and all the boats on it, Verazzano Bridge, Freedom Tower, Empire State Building, Chrysler Building, the Brooklyn and Manhattan bridges. Also, the bed was very comfortable, so there are two positives from the stay.
This was not a 4-star hotel in the room and certainly not in the way its managed. I have gotten way better service at Best Westerns and Red Roof Inns, etc.
You pay more for the West Tower, but the East Tower is a mess, so pay for that West Tower!!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your feedback. I would like to apologize to you for the negative experience you encountered during you stay, in particular with room state and checki in process. I would like the opportunity to personally discuss your stay further with you. I can be reached at firstname.lastname@example.org.
Gul G. Turkmenoglu
Hotel Manager, ONE UN New York
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.