The Lowell Hotel is well situated but like all refurbished properties - the room differences in like categories are quite significant. Since the rooms are nose-bleedingly expensive, we have always checked and re-checked before staying there to make sure that our preference will be available, as we know the rooms in the hotel. On this occasion, we had called beforehand three times and were assured that there would be no problem.
When we arrived from our long flight, after checking in, we thought to ask and to our surprise, were told that our preference was not available but that we had been allocated a room in the same category. Problem was that we knew the room in question and did not want to stay there, as the room in question is right next to the elevator bank and looks out onto the street, which can be quite noisy at times. We were offered a late checkout or a reduction in rate as compensation, or a transfer to the same room on a higher floor. We did not want this, as we want quiet above all and the hotel knows this is the case, if they had looked at our record.
So now began our problems. The front desk manager was insolent, telling us that room allocation is always done after careful consideration daily of the list of expected guests, which showed that we obviously were not on the Lowell's list of guests considered worthy of consideration - and she appeared quite surprised that we wanted the category of room expected, which showed that she had not reviewed our record at all. Nor had any attention been paid to us as repeat guests, our room preference or the three phone calls leading up to our stay checking on the room category availability. Very quickly we decided, being tired and discomfited by this unwelcome reception, to go elsewhere - we went to the Carlyle, where we were warmly welcomed and had a good experience.
However, the Lowell management has not responded well. We felt that, after what had happened, the hotel management should either cancel or mitigate the room charge. The hotel Manager, Mr Verma, apologized most insincerely but suggested that not the Lowell staff, but we ourselves, had been insulting - which is absolutely not true - and that we were accusing him of lying about room availability, which is also not true. This line of polite confrontation allowed him to avoid completely a discussion about what had happened with our reservation. Instead of trying to work with us to leave us with an impression about the Lowell that could bring us back in future - he tried to put us in the wrong over the entire affair, which has made certain that we would never want to stay again. I told him that I was totally shocked that someone in hospitality could behave thus, but he clearly did not care one whit about my opinion.
- Also Known As:
- Lowell Hotel New York City
- Lowell New York City
- Official Description (provided by the hotel):
- Located on a quiet, tree-lined street off Madison Avenue, The Lowell is in the heart of New York's most exclusive and fashionable Upper East Side. With only 49 individually decorated suites and 23 deluxe rooms, the hotel lavishes its guests with truly personalized service and great attention to detail. Among the many thoughtful touches are complimentary beverages upon arrival, Voss water at turndown and a selection of Bulgari amenities. Most suites have wood-burning fireplace, some have a terrace, and almost all have a fully equipped kitchen.The Pembroke Rooms serves afternoon tea and Sunday brunch. Along this Upper East Side location is a delight for our guests,with elegant boutiques, Fine bistros and restaurants, Central Park and Museum Mile's richness for the eye and spirit. ... more less
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