Over the years, I have stayed at this hotel several times. My enthusiasm has dropped every time Ibhave stayed there. I usually stay at The Carlyle when I can, but sometimes the SoHo area is a better location for work trips. My favorite hotel in SoHo is Mercer, but it could be very pricy. I do like the location of SoHo Grand and I used to love the lobby and the bar that served a seafood platter as well as other platters in the old days (I am not sure when they stopped serving these but they are not there now). The people in the lobby are friendly, but I feel that they have little understanding of how to run a hotel. This time, it was the state of the room that bothered me the most. The first room I got had the dirtiest bathroom I have ever seen! It was just unbelievable! Also, there was a used Durex rubber package under the bed as well as a faulty aircondition unit that made loud sounds. There were issues with the bed also, but the issue with the dirty room turned out to be a nightmare. Trying to correct it went poorly as the person from housekeeping barely touched the really dirty parts of the bathroom (they managed to remover old hairs from the drainage system. Management got my attention the second time around, which led to a visit by a confused "acting" manager. She started to tell me that they had no other rooms in my category left and that she could not upgrade me to the next (I was not fishing for an upgrade). She then got my full attention as I gradually got more angry over her total lack of understanding for my rather basic problem! As I had to leave for meetings I did not have time to find another hotel and I had also a friend booked through me at the same hotel on my advice thus giving me more logistical issues (as we both had to find one new hotel). So I gave the hotel another chance. They did not, even on the third attempt, manage to clean the bathroom nor did they give me a new room. This went on until I left the hotel as planned after two nights. I got nothing from the hotel, not even a simple apology! I would not eat the food at a place like this where they can't clean what you see properly - Imagine what goes on in the kitchen. No wonder they have stopped serving shell-fish... In general, I would like to add that these design hotels should learn from the professionals how to run their so called luxury hotels like a normal well run luxury hotel. Then a hotel like SoHo Grand could truly be an excellent property because the design is great and thee lobby and location is unique!
Ask for a well-cleaned room!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you so much for your feedback. I am very appreciative of your honesty, as it will help us pinpoint the areas where we need to focus our efforts to improve.
I sincerely apologize for your recent experience at the Soho Grand. From the housekeeping issues with your room, to the lack of response on our behalf when you approached our management staff; these are inexcusable problems that I will address with my entire team to ensure they do not happen again.
We value you as a guest and hope this stay will not leave a permanent impression. We hope you will allow us to restore your faith in our brand on a future visit to New York. Please contact me directly if I can be of assistance with travel arrangements or anything else.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.