This is the second time we have stayed at this hotel. The first time we stayed here, it was a new hotel, and we had an AMAZING experience. Several years have passed, and we decided to give it another try, because of the convenient location, and the experience this time was still positive, but not quite as amazing as last time. One of the reasons was there was some confusion during check-in. We were travelling with another couple and we both booked our rooms at this hotel at the same time, pretty much simultaneously on different computers. When we arrived, our friends were checked into the hotel, but we were told that our room would actually be at a completely different hotel...the Jewel which was on the same street but a couple of buildings over. The Jewel also has a Club Quarters logo on it, and apparently is owned by the same chain, but it is obviously a different hotel. I was told by the Club Quarters staffer that it was still the same hotel, just a different section, but it really is a different hotel, and I didn't appreciate him trying to 'lie' about it. The manager at the Jewel was actually very helpful and accommodating, and she told me that the hotels are affiliated with each other and if Club Quarters overbooks then they take the "spillover". But if book and confirm a reservation at Club Quarters Rockefeller, i don't want them to take my money, send me a confirmation number that assures me I have a reservation at Club Quarters Rockefeller, and then send me over to a totally different hotel. Especially since we were travelling with friends and wanted to stay in the same hotel building together. We also hated our room they gave us at the Jewel... although the lobby was even nicer than Club Quarters, the room we were given was long and narrow, with a small window at the end, The room was so narrow there was essentially no room around the three sides of the bed to move around it, you pretty much had to crawl over the bed to get to the other side. The room didn't even have a bar fridge in it. I finally decided to complain and ask about why we couldn't have been in the hotel we booked, and I was told by the Jewel manager, when she checked, that there were rooms available at the Club Quarters, and we could move back over. So ridiculous. I ended paying $20 extra a night to upgrade to a superior room, which I totally thought I had originally booked, and we moved back to Club Quarter Rockefeller with our friends. The process we had to go through to get the original hotel we had booked was very frustrating and not the best way to start a weekend getaway. Part of the problem is the lobby for this hotel is tiny and there is only one podium stand with a person there to help check people in, but there are two computer check-in screens. We went straight to the computer check-in screens, but they did not work. They didn't recognize our confirmation numbers, so after trying several times, we had to check-in with a real person. In the time that we were at the screens. Several new people had come in, and even though I was standing right behind our friends (who were checking in in person as well), the next staffer just went immediately to the new people who just came in and checked them in first, making us wait a very long time, in which time I suppose they decided they had no more rooms and shunted us to the other hotel.
Anyways, we did like the room we ended up with, but there were some problems which we hadn't noticed last time we stayed here. The tiles in the bathroom floors were dirty, with what looked like drops of dried blood. I had to consciously step around them. They were clearly stained into the tiles, but they should have been cleaned up long before they were able to become permanent marks, and there probably is still something they could do to clean them now, but they haven't bothered, they were stained and dirty for our entire four day stay. Also, the towels that were delivered were old, scratchy from bleach, and stained. There's little grosser than finishing a shower and pulling a towel up to your face, and seeing a large dried blood stain on the white towel... and also an even larger section of some green crud dried to the towel. I ended up having to use my partner's wet towel, and I threw the gross towel on the ground so I could get them to replace it with a clean one. The next morning, the new towel that had been delivered had an even BIGGER green crud stain. My partner, who is not even fussy, thought it was too gross to use too. I left it folded on the floor with a written note attached asking them to make sure towels delivered did not have stains like this on it. I then called reception to have another towel brought up, which they did. Clearly the person who cleans the bathroom does a very mediocre job.
The plus sides of the hotel were that the location really is remarkable especially if you plan to see some Broadway shows, and shop on 5th Avenue, and as we were showing our friends around New York who had never been before, it was a convenient base from which to explore. Also, the Jewel manager gave us vouchers for a free breakfast on the first morning, which was nice, and the breakfast was quite good. Given the fact that they booked us in totally different hotel, I felt they should have upgraded us to the room we originally wanted for free, but it didn't happen.
All in all, the room we ended paying more for was comfortable and we had a good rest of stay, except for the bathroom/towels situation. Unfortunately, even though I have fond memories from our first stay, and still love the location, I am not sure I could recommend this hotel to people anymore. I wouldn't want anyone to book on my recommendation, and then show up only to be moved to a different hotel, or go to their room and face a filthy bathroom and gross towels. Also the check-in process needs to be fixed, its a chaotic mess right now. If these things improve, I may give this hotel another chance, as we visit New York a LOT, but I really doubt we will be back.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.