WOW, this hotel was absolutely gorgeous!! I booked it after reading the reviews from other guests. Nearly every guest received an upgrade when requested. Me however, i didn’t receive an upgrade and was in the smallest room of the hotel with no sunlight and a brick wall as a view. Quite disappointing and very frustrating upon check out, when the front desk lady had the audacity to ask me if i had asked for an upgrade.. Of course i did, in my booking i made in May via Jetsetter. The room was tiny, lucky it was only me. .The bathroom was huge and gorgeous. The room was maintained and looked after, i still had to jump over suitcases and ALL my shopping to get to the bed.
It was a short stroll to Times Square, a short stroll to 5th Avenue. The hotel was in perfect location as far as I was concerned and it was beautiful. Upon entering the hotel I was in awe and wasn’t sure I had the correct hotel, the foyer/bar area was quite plush. The Front desk and lifts were lost amongst the black interior. However once you discover them, you can’t miss them again.
Front desk staff were ok, upon check in, the first lady gave me grief in regards to a credit card to hold the entire amount I was staying when I had already PREPAID, she said it was for incidentals. How can $800 be for incidentals?? I wasn’t happy I had to leave a credit card as that was MY SPENDING MONEY!! Every other hotel I stayed at was happy with me leaving $100 cash for incidentals. This woman kept arguing with me rather than coming to some form of agreement. Another lady advised me there were no scales to weigh my luggage and really didn’t care at all about me as a guest. Her attitude sucked and was not pleasant. Whilst another lady during the night was fantastic!!! Advised me there were scales in the gym, helped me print out a tour confirmation without charging me, she was sensational, nothing was a hassle for her and certainly went over and above to help me, the guest. I wish I could remember her name.
Upon check out, again I was a given a little grief with the front desk staff in regards to contacting my bank and releasing the money they had held immediately. She either acted dumb or was, as she didn’t even both to ask anyone what I was requesting, just kept saying it wasn’t possible.. Well until the GM overheard it all and walked over to me to help my situation. He arranged a fax immediately and even sent me a confirmation email to advise it had been processed.
The night staff from housekeeping was great and very friendly.
The bar man was too busy chit chatting to friends rather than serving me and couldn’t think outside the square when I requested a cocktail that wasn’t on their menu because I don’t drink Vodka.
Door man was friendly enough and opened the door each and every time.
Apart from that, the hotel was beautiful, my stay would have been nicer if my upgrade request to a room with natural lighting was given to me. I was celebrating my 40th in style, hence why I chose this hotel, I wrote that in the notes but they didn’t seem to care. I understand the room is for only sleeping, but sometimes you’d like to come back to the room, relax with a nice view and natural sunlight prior to leaving again..
Would I stay here again? Hmmmm not quite sure. For what i paid a night, i expected a better room. The Free Wifi as part of my room booking, was fantastic!
The hotel was in perfect location and was gorgeous however, the staff need to pick up their game a lot, read notes, treat customers with a little more respect and be willing to help.
I do recommend the hotel as it is beautiful, I just hope the staff are more willing to help.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 9, 2013
I am pleased to hear how much you loved our overall décor and ambiance. We do try our best upgrade our guests whenever possible, but of course it is based on availability. I am sorry we were unable to honor your request, but we did provide you with the room you booked. I also apologize for the confusion you experienced during your arrival in regards to our incidentals deposit policy, but I am happy our Rooms Manager was able to help you before you departed.
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It sounds like you really enjoyed our prime location and our relaxing guest bathrooms. I hope you’ll give us another chance so that you may enjoy our ambiance and central location again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.