We have stayed at the "old" On the Ave Hotel a couple of times during our previous visits to New York, - and looked forward to returning this month - as we had very nice experience the previous visits.
The "new" hotel had a beer café at the entrance, - - the "old" stylish lobby with the grand piano was gone - and we missed the atmosphere.
Check in and welcome OK, - no empathy though...
The "superior" room was small, bed OK - with very hard pillows. The AC system was very noisy - and the reading lamp at the bed was not in order.
When complaining of the lamp and the AC system at the desk the next morning, - they promised to look at it. Upon returning to the hotel late afternoon , - we informed the desk that we would have to check out the next day as we had to return home earlier than expected. In the room, - the lamp was still out of order - and the AC system as noisy.
Upon checking out the next day around noon - we were told that we would be charged for another night -as they demanded at least 24 hours notice; - something that was not mentioned the afternoon before when we told them of our earlier departure.
We had a light dinner at the restaurant Serafina the first night at the hotel, bland - neutral -service, non-memorable spaghetti dish. We had breakfast at Serafina before checking out of the hotel, - again; - straight - neutral - service, - and the breakfast quality was better at the "diner" a block away.
In short; - our first trip to the "new" On the Ave Hotel were also to be our last one, - primarily due to the lack of service mindedness, - " empathy" in the staff at both the hotel and restaurant....
We will return to the Upper West next time visiting NYC, - and stay at some of the other hotels in the area - where we felt more welcome. (we have stayed at at least three other hotels the last 4-5 years...)