We booked into this hotel as part of a large marathon runners and supporters group (one of several countries' worth by the looks of things). We also arrived hard on the heels of Hurricane Sandy, so understandably the staff were under a lot of pressure on our arrival. Check in was very busy but there were 3 staff members attending to a couple of large groups and we were checked in within 20 minutes, so not a problem.
Unfortunately, we were allocated a smoking room on the 28th floor. It absolutely REEKED of smoke and was most unpleasant. I rang the desk and spoke to Maurice, who was quite brusque, rude and disinterested - he would not change our room whatsoever, before hanging up in my ear. We had to endure 2 nights in this room before we were finally swapped to a non-smoking room and this was only achieved because our tour organisers stepped in.
The rooms themselves were very tired and in need of an upgrade. Cleanliness was borderline, especially in the bathrooms. The first room had dodgy plumbing and the water didn't empty well after showering so your feet were left in dirty looking puddles, best not think too long and hard about that! The beds were comfortable but only had a very thin duvet inner on top (not even in a duvet cover), which in November was inadequate. We had to ring down to get another blanket as there were no spares in the second room.
In a kind gesture the hotel waived the internet fees for the marathon groups after the marathon was cancelled, it usually costs $12.95/day - I'd assumed it would have been free anyway. There is free wi-fi access in the lobby, the clerk will give you the password to connect.
The location of the hotel is superb, so close to Times Square and the theatres of Broadway. Try your luck in a cancellation queue - we did and got seats 4 rows back for a fraction of the cost. Some shows also have auctions for cheap tickets, enquire at the show of your choice if this is an option. Apparently the show to see is the Book of Mormon, but we heard it's quite irreligious. We saw Chicago and it was fab.
Breakfast was included for us and was just fine for a couple who generally like muesli and fruit; if you want to try the typical "American staples" of waffles, pancakes etc, these were also served on a rotational basis. Can remember thinking a full American breakfast was a bit pricey, you'd be able to get cheaper elsewhere.
Generally the staff were polite and helpful (apart from Maurice that one time).
If you're a non-smoker and are given a room on the 28th floor, do not budge until they have give...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.