I spent several thousand dollars on rooms for myself and coworkers of my ad agency this week. The elevators on the property have been down all of Friday night and Saturday morning. I understand that emergencies happen, but the situation absolutely has not been treated with the levels of empathy, courtesy, and communication that are worthy of a four-star property. It simply did not dawn on Jeremy, the night manager, that he was responsible for the satisfaction and comfort of his guests.
I, a middle aged guy with high blood pressure, just had to scale 12 flights of stairs to get to my room. I am sweating and heaving and panting, and reaching for my iPad to tell you about it. I had to do this every time I wanted to reach my room. This was a health hazard for me, and a major inconvenience for my coworkers.
Despite my having been a regular customer of the hotel as far back as 2002, the night manager, Jeremy did absolutely nothing but hem and haw and pass the buck. He refused to discount our rooms (I think one night complimentary would be more than appropriate for our level of profound inconvenience) and either is not empowered to make decisions at this property (which should be addressed), or is simply not a good manager or person (which should be addressed).
You're welcome to read my reviews of other properties and you will see that I am normally very fair and generous in my reviews. This has been a profound disappointment and an exercise in misery. I will be sure that my friends in the tv production community are aware of my terrible experience here, and the profound lack of urgency in delivering any level of empathy, service, compensation, or satisfaction.
I hope that Barbara Lopez, the VP of operation of the hotel, is reading this, as this is the person that Jeremy (the night manager) passed the buck to after making no real attempt to deliver comfort, relief, empathy, compensation or satisfaction to the customers of this hotel.
I will say that the bellmen did the very best they could under the circumstances and were highly apologetic and that this morning, assistant manager Zoha Ghaffar displayed the courtesy and respect that were so sorely missing last night. She did comp our party one night which was an appropriate action.
That said, if you can't transport your guests to the 12th floor of your high-rise building, I am personally of the opinion that you are no longer a four-star hotel. You are offering 12th floor walk-up rooms, and you should close the hotel until you can offer a normal level of service. An elevator isn't a luxury. You'll find them at Red Carpet Inns and Microtels across America.
(This is an edited review. I upgraded from one star to two after being compensated for one night. While the rooms and location are nice, I feel very strongly that our highly negative experience and the drama required to obtain the most basic level of service and courtesy was unnecessary.)
- Official Description (provided by the hotel):
- A trailblazer in the boutique hotel world, the streamlined SIXTY SoHo-cobblestoned blocks from the NoLiTa, Chinatown, and TriBeCa neighborhoods-is at once Bohemian-chic and luxuriously sophisticated. Nestled in downtown's most stylish district, famous for its pedestrian-friendly culture-and-retail scenes, SIXTY Hotels's flagship has become the place for savvy locals and international travelers to liaison in style, whether its meeting over craft cocktails in the understated Bar, taking in the surrounding cast-iron architecture at the al-fresco guests-only Above SIXTY SoHo 60 rooftop lounge, or slipping into mood-evocative restaurant for romance and cuisine. Kittichai is now closed. A new restaurant debuts in Winter 2015. All guestrooms recently renovated. SIXTY SoHo is part of SIXTY Hotels, a new, innovative of luxury inns located in New York, Los Angeles, and debuting in Miami soon-ish. ... more less
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- Also Known As:
- 60 Thompson New York City
- 60 Thompson Hotel