I travel to NY on business frequently and am on a constant quest to find a favorite hotel. I decided to try the Refinery because it was new and had great reviews on this site. ( For comparison, I have stayed at Bryant Park, various "Ws" , the Algonquin, Eventi (Kimpton) (several times), The Muse (Kimpton), Park 77 (Kimpton), Morgans, and others. The Refinery compares favorably to most of these. The room is very well decorated, especially if you like minimalistic design, which I do. The bed is extremely comfortable and the bathroom is luxurious.The gym is very good and the doormen are extremely friendly. The front desk staff that I encountered was far less nice; indeed, I would call the reception I got at check-in condescending and frosty--(but it was just one employee who definitely needs some training in customer service).
There are a number of flaws that might keep me from going back. The bathroom, while lovely, had no sink counter or shelves or anything on which to rest your makeup and blowdryer etc. while getting ready. Frustrating!! The lighting is too "moody" -- even the bright setting is not bright enough. The temperature control was awful--the room either was freezing, or you had to set it to heat. And as a business traveler, when I get back from a long day of work, sometimes I just want to stay in and have room service and watch a movie. Well--don't plan on doing it here! There are no pay per view movies or even a DVD option--only television channels--and everyone knows how dreadful network TV is. And the room service is--sorry, but true--a joke. It took over an hour to get a salad and a steak delivered--and it came in PLASTIC containers with PLASTIC silverware in a brown bag--not even a roll and butter or a glass of ice water. But the prices are what you pay in the restaurant downstairs. So either don't offer room service or do it right--if I wanted takeout, I could have gotten it myself for a lot less money. Management should not forget that business travelers are the hotel's bread and butter, and when you are paying well over $500 a night for a room, you expect a certain degree of comfort--sorry--plastic does not cut it.
So--overall, I liked the rooms, the gym, and the rooftop bar. The location is OK--38th Street is all scaffolding right now--but so is most of NYC--very unattractive and hard to get around--but not the hotel's fault. I will try the Refinery again--I just hope that the manager will take some of these comments to heart, because the hotel could be a gem if it fixed the bathroom storage issues ( maybe a shelf?), the temp controls, the lack of movie options and the ROOM SERVICE!! Tall order--but you are so close to being a truly great hotel. And kudos to the doormen--they were always smiling and friendly!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 27, 2013
Thank you for your thoughtful posting, westerngirl. We apologize for any inconveniences you may have experienced during your stay and will be sure to take your comments into account as we continue to improve our space and our services. We look forward to your return.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.