im giving this a star because of the history and the building itself was beautiful and the historical value behind it is amazing. BUT........
THE CUSTOMER SERVICE WAS PISS POOR!
Me and my two friends arrived a little early before check in time so we were told we could store bags in the back til check in. so after standing there a few minutes getting our things together i heard a whispered comment behind us from a female (possibly latina) employee " they must want somebody to get their bags" as if we should already known exactly where to go and they're not suppose to help us at all.
she was so rude but she finally came from behind the desk to show us where to store our bags. from there we kinda brushed it off and thought hey welcome to new york lol
so because we were to early to check-in we decided to go get lunch to kill time.
we returned a little after three oclock so we could check-in and we heard conversation between the manager and a employee about checking us into dirty rooms. we immediately questioned the conversation and again we got a rude response of "he's talking about another situation that has nothing to do with you" it was said so condescendingly, it was jus shocking that they would talk to customers that way.
so after we get our things together the manager gets us checked in and gave us our room keys we headed upstairs. and i couldn't believe what i saw when i walked in.
immediately as you enter the room there were undergarments on the bed then we started noticing other personal belongings all across the room.
THEY GAVE US KEYS TO A OCCUPIED ROOM!
thank goodness the guest wernt in the room as we walked in. we couldn't believe it, all we could think of was what if they did this to us. what if we stay here, leave the room and they give our room keys to another guest and they walk in our room and just decided to take all our valuables.
We just felt so uneasy we went back to the front desk to get our money back.
as we approached the front desk we calmly addressed the manager about the mistake and we want to receive a refund. at that point a female employee (same latina) at the desk tells us well you haven't been charged so you cant get any money back they only charge at check out. which was fine so we asked for documentation that we was canceling the room. from there we proceed to tell us no "you have to wait til your bank puts the money back on your card" now we was confused.
we expressed how uncomfortable we were about the mistake and we just want to cancel. but the female employee began raising her voice and said she couldn't just cancel the room and wouldn't give us documentation that we canceled it. we asked could we be accommodated in any way and the female employee says " he said he was sorry and we're giving you another room but because your deciding not to take it we're going to charge you for the night as a no show"
it was ridiculous! remember we arrived at the hotel BEFORE check-in and even came back after check-in so why in the world would we be charged as no shows?
she was so irate, loud, rolling eyes, the whole 9 yards. we couldn't believe this is what they was passing as customer service. and she wasn't even a manager. we asked to speak to him but she wouldn't let him get a word in edgewise. he barley said a word at all as she yelled at us for about 10 minutes even as customers were walking in she wouldn't let up. even another employee came up and said "just cancel it kathy they don't want to stay here just cancel it" and she rolls her eyes and yells "no that's not our policy and you know it, we're charging them as no shows"
I almost felt like we were on the show "Punked" it was crazy. so after fighting with this woman for what seemed like forever we and my cousin sat off to the side to get our heads straight my other friend decided to talk to the manager ALONE without the rude and loud female employee. after they talked for a few minutes the female employee and the manager came out and apologized.
she gave this spill about another customer before us chewed her out so she unintentionally took it out on us.
regardless she was completely unprofessional, rude, loud and completely unpleasant to deal with. and as a manager he should have got her in check and handled the situation himself instead of allowing his employee scream at us in front of customers. he ended up giving us a bigger room at no extra charge and we decided to stay, after all it was only for a night.
we didn't see that female employee the rest of our stay
she was the ONLY unpleasant part of my experience at this hotel. the building is beautiful and the other employees were really nice afterwards and the rest of our stay was fine. and the rooms were clean. be mindful that its a old building so the design and the size of the rooms our different from our modern commercial hotels.
- Official Description (provided by the hotel):
- The Hotel Wolcott is located in the center of tourist New York. Near the Empire State building, NoMad,UN, Macys, Circle Line, theater district, SOHO, the High Line and all public transportation. The Hotel offers clean comfortable, modern accommodations in an old-world atmosphere at reasonable prices year round. We have been written about in many domestic and international guides. ... more less
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- Also Known As:
- Wolcott Hotel New York City