Stayed at the Royalton for three nights from the 8th to the 11th of August 2013. Leading up to the stay we received great customer service from the concierge via email. I had received a free upgrade which we used to book a room with two double beds as there were three of us staying in one room. We asked for a quiet room on a high floor as we are all light sleepers, and we were given a room on the 15th floor.
What we liked:
The beds were very comfortable. The shower pressure was perfect and the shower head was nice and big. The shower/bath products were lovely, my hair has never felt so nice. The room itself was very quiet, we could not hear anyone in the hall outside and there was very minimal noise from the street (not common for NY). The bathroom was also very quiet, we never woke each other up showering etc. The decor, we love the combination of heritage staples with contemporary artistic things. The fact that there is a gym and a business center, we used both. They were both small but fully functional. The location, we love midtown, it was a bit closer to Times Square than we usually stay, but we did not have a problem with traffic over-flow etc. We love the proximity to our favourite shops, restaurants, central park, museums, etc.
What we did not like:
The lack of customer service when we were actually staying at the hotel: I think the concierge might sit at the desk in front of the check-in counter, but I could not say for sure, they were rarely there and did not provide any services for us, although we asked people at the check-in counter for directions/suggestions for a few things, one of which was about getting a cab to the airport at the end of our stay, to which they responded that we should exit out the back of the hotel instead of the front because there would be a lot of cabs out back. There were no cabs and there was no one to hail one for us. We had to cart our luggage over to 5th avenue and hail our own. Honestly, this is a bit of a deal breaker for me, I have stayed in many hotels all over the world at varying price points, super expensive and super affordable, and at the Royalton I should not haves had to hail my own cab. When we stay at the Warwick we never hail our own cab, day or night. There was also never any help opening doors for us upon our return from the hotel during the day and night. We always had to open the door for ourselves no matter how many bags we had etc. Once there was actually a hotel employee at the front door, and they opened the door for us but there was some kind of a ramp blocking the stairs, we had to pick our way down the stairs on our own with no help from the employee, they could have easily pushed the ramp to one side for us, but chose to watch us silently as we stumbled down on our own on either side.
The air conditioner was very very loud. You had to basically shout over the noise when it was running.
The lack of cleanliness of the hotel room: The carpet needs to be either steam cleaned or replaced, our instinct was to wear shoes in the hotel room, that’s how dirty the carpet was. The grout in the bathroom was literally black with mold. The grout on the floor in the bathroom was also very damaged, especially near the sink; I should have taken pictures to illustrate.
The check-out experience. Our bill arrived in our room with the wrong price listed. I called down to the front desk to sort it out prior to check out because I was tight on time, I was told not to worry it would be quickly resolved when we left the hotel at noon, no need to worry about doing it over the phone. This was not the case, we spent twenty minutes at the front desk sorting out the issue, I was told I had to produce the emails between myself and the concierge which confirmed the price (even though I had confirmed the price and our room selection and dates with the concierge multiple times before our arrival). Honestly, what is the point in confirming everything prior to arrival if there isn’t going to be any continuity of service?
Basically the decor and price were that of a boutique hotel but the cleanliness and customer service did not add-up. It was worth a try for sure, and I would highly recommend it for dinner or drinks, but stick to the lobby, that’s by far the best part of the hotel. This stay was a trial run for us, we love hotels such as the Warwick but wanted to try something new in midtown. I really do not think we will be back.
Ask for a room on a high floor if you prefer quiet
Air conditioner is loud
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.