I will post review in both the Soho and Midtown locations as it involves both properties.
I arrived at the Soho hotel on a Thursday night, after a long day of travel and business meetings. I had an early meeting just a few blocks from the hotel, so I was looking forward to checking in and getting a good night's rest. When I arrived at the hotel, I was informed that they had a problem, had to shuffle some rooms around, and they no longer had a room for me. Instead, they had moved me to their Midtown location. Needless to say that with an early meeting in SOHO, a Midtown move was very inconvenient. However, there wasn't much I could do about that. When I arrived at the Midtown location, I checked in and was given keys to room 1104. Imagine my surprise when I went to the elevator and there were only 10 floors! Room 1104 was located in the BASEMENT! It was the only room in the basement and tucked in a corner past the storage rooms and maintenace equipment. It was dark and musty smelling, and to be honest, quite scarey.
Without even going into the room, I went back up to the desk and told the lady working there that I couldn't stay down in the basement. It didn't look safe, and it was absolutely unacceptable. She informed me that they didn't have any other rooms, and the Soho location did not authorize her to transfer me to another hotel. I had her call the Soho location so I could speak with the people there. Surely after displacing me so late and moving me to a completely different NYC location, they would want to help make sure I was satisfied. But that is not the response I got. The Soho location informed me that there was nothing they could do. This was the room that I was booked into, but he would be happy to cancel my reservation with no penalty. Wow - isn't that nice!?! At what was now close to 11 pm on a Thursday night, what was I going to do without a hotel reservation.
Tired and fed up, I went back downstairs to the basement room and went in this time. The room was unbelievably small, even for NY standards. It smelled absolutely horrible. There was a huge picture window looking directly out onto the employee patio. Certainly a safety issue there. I pulled down the curtain on that window, and low and behold, a moth flew out and started circling the room. I turned on the air conditioning unit, as it was incredibly humid, and it started making loud banging noises. The final straw was when I slipped off my shoes and noticed that the entire carpet was damp and soggy. I can't believe they can actually get away with using this space as a hotel room.
I went back upstairs and told the front desk employee that no matter what, I could not stay in that room. I listed all of the things that were wrong. It was at this point, that the employee agreed to transfer me across the street to the Quality Inn. The only positive thing I can say about my experience at this hotel is that the front desk lady in Midtown was very nice and sympathetic, and when she finally was able to move me to a different hotel, she walked me across the street and got me checked in. I suspect she has had to deal with dissatisfaction with that room many times before.
- Official Description (provided by the hotel):
- Free Wifi. The GEM Hotel SoHo is ideally located in "your corner of the world." We provide a boutique atmosphere and offer our guests elegantly designed rooms with luxurious amenities.We are conveniently located in the neighborhood of SoHo and the Lower East Side. This trendy Manhattan neighborhood is filled with chic art galleries, night club hotspots, world-famous restaurants, shopping and more. Spend an afternoon strolling the local neighborhoods and attractions such as Nolita, Chinatown, Little Italy, Canal Street and New York University (NYU). You can admire the art galleries and upscale boutiques within SoHo, or enjoy the East Village's excellent cafes and restaurants. The Lower East Side, once a first stop for poor immigrants and crammed with crowded tenements, small shops and warehouses, is now home to chic restaurants and boutiques, and some of the city's coolest night clubs, bars and music venues.The GEM Hotel SoHo 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 have flat-panel LCD televisions with HD programming, 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.While staying at The GEM Hotel SoHo, check out the GEMmine in the lobby to find what is happening in the neighborhood; sights, sounds, dining and attractions. ... more less
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- Also Known As:
- The Gem Hotel-Soho, An Ascend Collection Hotel Hotel New York City
- Howard Johnson New York City
- New York City Clarion