This is purported as a luxury hotel--that is not the case as you will see in my review below.
I used HotelsTonight (first time using them) to book a four night stay at Kimberly. The outside and lobby does not ooze luxury but I was prepared for that from reading the reviews. I checked-in around 11pm and was told I received an "upgrade" to a suite. I went into my "suite" which was 2A, next to the elevator, and supposedly a handicapped accessible room. I walked in and could tell this was not "luxury" and went back to the lobby and asked for another room. The website does not have a picture even close to this terrible room. I was told they were sold out and nothing else was available. I even asked if they could downgrade me back to a standard room as this room was not acceptable. I also checked to see if I could book another hotel but close to midnight, I wasn't having any luck and I needed to change and meet my friends. I asked if it was possible to cancel the next three nights so that I could book another hotel room. They said I'd need to check with HotelsTonight and Front Desk in the morning. Back to the crappy room I go.
Suite (and I use that term loosely) 2A was a good size. However, the shower doesn't have a bathtub or shower stall (I guess because it is for wheelchair use?). There was no place to put the shampoo, conditioner, or soap except on the floor, on the toilet seat, or on the very tiny sink. No sink space to put your cosmetics or skin care items. The Crabtree and Evelyn and Neutrogena products provided were the worse products I have ever used which is surprising because Crabtree is a decent company. The mirrors opened and had shelf space but looked dirty and may have had some water leakage issues before as you could see the water stains and boards that were cut-out and replaced. Everything in the room looked really worn and dated. The "closet" was extremly small and half of it was a utility closet so unusable. I opted to leave everything in my suitcase and use things as needed. It was that dirty. The kitchen is the old school appliances--I'm not cooking when I'm on vacation or at a luxury hotel--that is what room service is for. I did not have a balcony. Also, although this room is supposedly ADA compliant, I honestly don't think someone with a wheelchair could get into this room from the elevator. The space is very tight. In addition, the glasses/pots, etc. were all in the top cabinets and I don't think someone in a wheelchair could reach it (I could be wrong though). Really, this room should be available free of charge for people that just want to shower (i.e., people that checked-out but have a later flight and want to refresh) and even then, I'm sure they would receive compalints about this room. They should NOT sell this room. I called HotelsTonight and was told that they only promise to provide a room that sleeps two. Great--if I'd known that, I wouldn't have used them as I am very particular. They spoke to the hotel and confirmed they would move me to a different room in the morning and the morning shift starts at 7am. Fine. I get ready and am waiting in the lobby for my friends to pick me up and I get propositioned! I have worn the same outfit in NYC when I stayed at the Intercontinnental Barclay before and have never ever been thought I was a hooker so that just shows what kind of people are at this hotel--eww.
I get back around 5am and sit around in my "suite" until 7am and call downstairs to ask about changing rooms. They said no one has checked-out yet but they will call me. Peter (I'm spelling this wrong) called me a few hours later and took me to 4L a standard room. I looked at it and deemed it acceptable and what I had originally expected (think standard Loews hotel). As soon as you get off the elevator, there is dirty sheets in a big trash can which was unsightly but understandable because it was check-out time (more to come on that). Proceeded to move all my items, unpack, and suddenly hear what sounds like a jackhammer coming from my bathroom--looked under the sink and see the pipes are rattling like crazy. I call Peter and he hears it and says he will send maintenance. I wait around for an hour--no one shows-up but the noise has stopped so I start getting ready to go out. I come back around 5pm that night and the trashcan is still by the side of the elevators but empty. Really, there isn't a storage place to put your trashcan except in the hallway by the elevator? I get back the next day around 6am to go to sleep and the trash can is still there! Then I am abruptly awakened by the same jackhammer noise in the bathroom! I call front desk and they immediately come up and determined the issue was when next door takes a shower. I applaud the promptness but the issue wasn't fixed and I could not go to sleep because the noise was continuous. I asked for another room to just sleep while they fix the problem and was told nothing was available. I called HotelsTonight and told them my issues and expressed my frustration. I wanted to cancel and find another hotel--there was no point moving me into another room. I deliberately booked four nights at the same hotel so I wouldn't have to pack and change hotels each night which was essentially what I was doing here but playing roulette room change. Due to my experiences, HotesTonight allowed me to cancel the next two nights. I called front desk to inform them I was checking out and asked for an hour--they actually hesitated!--but reluctantly allowed me an hour to shower, change, and pack to get out of their hotel. I booked a room at Marriott East and the customer service there was ten times better. This was a Saturday! Do you know how difficult it was to find a room during halloween weekend and sensation white party?! What an inconvenience!
While I was downstairs waiting to check-out and give them their keys, two young ladies were arguing with the front desk about issues they had with the hotel. I stepped in and informed the more vocal lady that I was also having issues with the hotel and checking out early. She appreciated the moral support and indicated she would write to the hotel manager about the issue. Maybe the hotel does not like providing excellent customer service to the ladies? I saw a young man receive excellent customer service with Peter on Friday morning. What's funny is Peter actually seems like the type that would be a good manager. I don't understand why this hotel and staff is so unaccomodating.
The customer service here is appalling. They do nothing to make guests happy. I didn't receive any compensation or an offer to compensate me for my ordeal--which I would have declined. I would be embarrassed to sell room 2A and indicate I was a luxury hotel. The better recourse would have been to put me in another hotel. I think this hotel is for budget families that want to save money and cook. Which is fine, but don't indicate you're a luxury hotel. I would rate this a 2 star hotels and thats being generous. Everyone knows this hotel because of the rooftop and I had to tell people that yes, the rooftop was nice but don't stay here. You can visit the rooftop even if you're not a guest so I would recommend that. DO NOT STAY AT THIS HOTEL!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We are disappointed that your stay did not live up to your expectations. Your experience seems to be unique and is by no means a reflection of our product or level of service and comfort which is noted in so many of the comments posted on TripAdvisor.
Room 2A which is a studio is shown as the second photo in the gallery on our website. It is indeed an accessible room and therefore meets the regulations required of such accommodations including a wheelcahr accessible shower. We are sorry that you were placed in an accessible room, bu this was due to our sold out situation that night.
Our General Manager would like to be able to correct your impressions of our hotel. Would you kindly call him (Mujo Perezic) at 212 702 1612 at your convenience? We look forward to hearing from you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.