I was shocked when the bellman told me I could check in at 11am, but it was great for me since the hotel I was staying at was sold out this night. So I used the checkin kiosk and then I still had to proceed to the front desk since the room I was assigned was on a low floor and I have it in my "HHonors" profile to be on high floors. I got a room on a mid level floor and went up to it. It seemed great when I walked in, except for the fact that the door did not close properly. It took at least three minutes for it to close, and you could not help it along it had an automatic closer on it.
Next I checked the pillows since I am allergic to down. I called housekeeping (this was at 11:30am). They said they will be up within the hour with foam pillowd. I left the hotel to explore more on NYC and upon my return at 3:00pm, still no synthetic pillows. So I called again, they said "they will be up soon." OK i said to myself thinking that they forgot (I work in a hotel, it happens). So I leave and return at 6:00PM. No Pillows! Now I was aggrivated. I called Housekeeping again. Again I was told "They will be up soon." Then I noticed that there was significant water damage to the bathroom ceiling. Paint was falling off of the ceiling!
I left to go to a show, and upon my return I brought up all the problems with the room. So the lady at the front desk switched our room, and I told her I needed synthetic pillows. She said that she has them and they will be right up with them. This was at 10:00PM.
When we got to the new room, all was great. Except for the pillows. I called back to the desk at 10:40 and spoke to the nicest person of my entire stay, Karen, and she said that they would be brought up within five minutes. They were there within the five minutes. GREAT JOB!
With it being a leisure trip, I wanted to sleep in. I got up at 9AM, and then five minutes later have housekeeping walk into the room. I flipped! So I got ready and went to the desk and spoke to the manager on duty. This man was the rudest person that I have ever met. He told me that switching rooms last night was enough and that the satisfaction guarantee does not cover housekeeping walking in on you.
I then went back to the room, waited a bit and then left. In the elevator I was asked how my stay was and I said that it was not great. He took me aside in the elevator lobby, asked me what was wrong, and then took my bill to the same manager that told me no comp. room.
He came back and appologized greatly for the uncurious staff and the inconveniences, and gave me his business card along with a new invoice with the charges reversed. It was the General Manager.
Well the GM and Karen were great, but overall terrible hotel!







