Please note that I am a very fair reviewer but my experience of this hotel is beyond anything. I would never stay at a Loews again.
I travelled with my two sisters as a present for my birthday. We'd initially booked a standard room but on arrival, my partner had paid a substantial amount to upgrade us to a Manhattan Suite. So far, so good? Suite was large and looked great but although three of us were staying, only cups/coffee/robes etc for two were provided. No big deal and quickly resolved.
I gave my card details when we checked in to cover incidentals. I had enough cash to settle whatever we might be charged for. One of the perks of the Manhattan Suites is the COMPLIMENTARY minibar. That's right, complimentary. States it clearly on Loews' website. What a shock when we came to check out.... More on that in a minute...
We'd had room service breakfast one morning, and although we knew we'd end up bleeding money for a couple of bowls of porridge, some fruit salads and orange juice, the $193.10 we were charged for it was a bit stunning. What was grossly insulting was the staff member adding his own $10 tip after I'd signed the check. Some might call that attempted theft...On top of the 21% service charge and $7 per head room service charge. A mystery few dollars appeared on a room service bill for tea as well, after my sister had signed for the check....
So, at the end of our trip, I asked to settle the bill the evening before we travelled as we had an early flight. I nearly asked for smelling salts when presented with a $647 minibar bill!!! What??
A)the mini bar is COMPLIMENTARY in the Manhattan Suite B) we'd double checked this with the staff member who came up with housekeeping the day before we checked out and C) the bill showed the whole contents of the minibar as a charge when we'd only had about half the items. Wish I'd had my wits about me and kept this first version of the bill, as, as soon as I queried it, the guy on the desk waived the charge and ripped the bill in half, binning it. Next version of the bill showed the creative accountancy done by whomever thought they'd add money to our room service bill after we'd signed the check. We were still reeling from the minibar bill, so immediately queried this. After a vague explanation suggesting it was down to the room service charge (err, no it wasn't, 21% of 150 something is not $10), this charge too was reduced to the correct amount. After several more versions, we eventually arrived at the correct charge for our incidentals - $207 and change, which I settled in cash. Didn't get a bill showing zero balance until I requested it, this was later sent up to my room. Was very concerned at the apparent lack of interest in the overcharging/attempted theft... Double checked that my card details would not be used and was assured I would not get any nasty surprises on my bank statement. Absolutely not, no way, said the guy on the desk. Uneasy, I went to my room.
So, just as we leave next morning, thinking I was being neurotic, I ask during checkout about the settlement of charges. I'm immediately presented with a bill for over $200. WHAT?!
I say I have a receipt showing zero balance. Oh, ok, of course, says the girl on the desk. Then says I owe nothing. I ask again, really worried now, if my card is going to be accidentally charged for things I've already paid for. Absolutely not, I'm told.
So, we get home last night. With a sinking feeling of inevitability, I check my bank account this morning. Sure enough, Loews have put through three separate charges, $75, $60 something and $90 something. I have absolutely no idea what they will say these charges relate to. I have already started a visa dispute.
It's not about relatively trivial amounts of money. It's the feeling of being robbed/mugged off.
Thank you, Loews Regency, for ruining my 40th birthday. You look great but it's all surface show.
I have travelled a lot, stayed in some very nice places, some average places and some pretty basic places. This is the first time I actually felt robbed.
Have tried to contact the hotel this morning. Would be very interested to see how they attempt to defend this.
Please read my other reviews - you'll see for yourself I'm very fair. If you go to Loews, be wary.
- Official Description (provided by the hotel):
- All the benefits of Midtown Manhattan at your fingertips, with a Park Avenue address. The re-imagination of the new Loews Regency sets a new standard in luxury and thoughtful design with the traveler's needs in mind. With thoughtful service genuinely delivered, our goal is to make sure you can focus on your plans while visiting New York City, whether it is for work or play. Let us take care of the little but all-important details, like complimentary pressing of two garments upon arrival. (Welcome to wrinkle-free travel.) Leave your hairdryer at home-here at Loews Regency, there is a Julien Farel professional hair dryer in every room. And if you're fed up of being charged for Internet access, take heart. Here, you'll find free Wi-Fi, for up to three devices, throughout the hotel, including in your room. Even better, you only have to log in once. ... more less
- Reservation Options:
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- Also Known As:
- Regency New York City
- Regency Hotel New York
- New York City Regency
- Loews New York City
- New York City Loews
- Regency Hotel Nyc