We've stayed in Room Mate hotels previously (in Spain) so Room Mate Grace looked a good bet for a birthday celebration in New York. Some things were good - good size room, comfy bed, great location near Times Square and Bryant Park. Some things not so good - poor breakfast served with smell of chlorine from gimmicky in-bar swimming pool. But on the whole a decent mid-table performance, although I would definitely get a larger room on higher floor away from bar noise in evening.
However...our experiences on check out were very disappointing. We had booked on the hotel website and the confirmation said quite clearly "Total reservation amount will be charged on your credit card at the moment of booking and is non-refundable". So we were surprised to be presented with bill for the full amount on check out. We were told they had been a bit short staffed so hadn't been taking payments but, trust us, it'll be OK. That didn't inspire a lot of confidence so we wanted to check up online.
Now, two things Room Mate could do to improve our customer experience. One: if you're having issues with guests which require computer access ask them to come into the office & give them a coffee while you resolve. Don't continue arguing in front of other guests while attempting to feed the public access computer terminal with dollar bills. Two: never, ever, say "It's only money. We should all thank God we haven't got cancer". It happens that my wife's father had died of cancer two weeks previously, which obviously the staff member wasn't to know. But in any circumstances this was a breathtakingly crass and insensitive comment. Sad that our check out left a bad taste and coloured our whole impression of Room Mate Grace.
- Official Description (provided by the hotel):
- A hidden gem in the heart of Times Square, Room Mate Grace is located nearby Bryant Park, Broadway, and Rockefeller Center. Room Mate Grace is the stylish solution for the savvy traveler who wishes to experience the sophistication and fun New York has to offer. Room Mate Grace features a unique lobby and event space, complete with an indoor pool, sauna, and steam room. The 24 hour kiosk is stocked with everything from the most basic supplies to the most decadent treats. Stadium stairs lead to the mezzanine level, a haven for VIPs in the evening and early risers heading off to work who enjoy continental breakfast in style and comfort. The mezzanine doubles as meeting space for those looking to work creatively. ... more less
- Reservation Options:
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- Also Known As:
- Room Mate Grace Hotel New York City
- Hotel Qt New York
- Qt Hotel New York