This hotel has been the worst hotel choice of our USA trip – by a mile. The room is as you would expect, a reasonable size – not that spacious but from what I’m told in Manhattan it was OK.
Here’s what was NOT ok;
The day we arrive we get there right on our checkin time which was 3pm. We caught the express train instead of the standard train from Washington so we could get to the hotel at 3pm and then go out and start enjoying New York. Instead, our room wasn’t ready so we had to wait 30-40 minutes in the foyer for the cleaners to clean it. We were originally told the room would be ready in 15 minutes, but never got another update till it was finally ready. Poor communication that just never got any better.
That was the beginning of what ended up being a downhill experience.
The new linen often stank. Fresh towels that replaced the used ones often smelt dirty. (I should add, the cleaning staff were very friendly and did a great job cleaning the room - so I didn't have a problem with their work).
You have to pay for WIFI in your room. Not only that, the WIFI keeps going down so when you happen to be in your room and want to use the internet, you often paid for the privilege not to. Also, for some weird reason the password would often reset, meaning you couldn't access your WIFI (which you paid for) without contacting reception to get you a new password - which they would not respond to (more on that later).
On two separate days all of our room keys failed after returning from our day out. That meant going back downstairs and having them re-code the keys. They said it was because they were too close to magnetic fields or other credit cards, but that had nothing to do with it because my son didn't have anything else in his wallet. It was obviously something to do with the hotel system.
The air conditioning is terrible. You have little to no control over the temperature settings, and the air being blown in smells and is dusty. Like, really dusty. I can’t say how much this ruined our experience in this hotel. I’m sure that’s why the three of us got the flu after being here for a few days. At a guess, I think it's just the air conditioning filters that haven't been cleaned for a couple of years. I can't stress this enough, this one issue made the room horrible and it just seemed to get worse and worse.
Reception NEVER calls you back. The WIFI is down – they say they’ll sort it. 2 hours later it’s still down, no update from reception as to what is going on. Another day, the WIFI password isn’t working – so I call and they say they’ll call the provider and connect them to our room. That didn’t happen. Another night the Movie Channel on the TV said ‘Unavailable’. We called reception and told them, they said they would reset it, but didn’t call us back. Over an hour later it still wasn’t working. What’s worse, when you call them, they answer as if you’re bothering them.
Room cleaning – A couple of days we were out all day, then returned around 5 or 6 and our room still hadn’t been cleaned. So we had to call reception to have our towels replaced (again, they sound annoyed that we’re calling them). This meant the beds weren't made/changed as we didn't want to leave while the room was being cleaned.
TV reception – The reception of many channels is shockingly bad. More than half the channels have wavy lines making watching the TV terrible. Also, the picture would often cut out and get distorted for a few seconds while you’re watching one of the few good channels.
Power Outlets – some just didn’t work, others worked for a while, then randomly stopped working, some others wouldn’t even hold your plug in to the connection. It felt like they were a fire hazard if I’m honest.
Bar Fridge - This is stocked up so full of overpriced drinks that you can't bring your own and keep refrigerated. Also, there's no ice machine if you did want to bring your own drinks. When I say overpriced, I mean WAY overpriced. A mini Fiji water 330mL cost $7! In my current hotel in Beverley Hills LA a 1 Litre Fiji water costs $4.
The Prime Restaurant - I'm not sure if this is owned by the hotel or not, but it's on the top floor of the hotel. Our experience here was also bad. The food was expensive (I'm happy to pay for fine dining) but in this case the quality of the food was very average especially for the price ($48 for a steak), half of our order wasn't served and the wait staff were ordinary.
Location - This isn't really the fault of the hotel, but you're a 15 minute walk away from the nearest subway entrance. Plus it's almost all uphill getting there. All the nice cafe's and restaurants are a few blocks away, again uphill to get there.
There was also 2 traffic accidents while we were there, with one of them being a pedestrian hit while crossing the road (seriously hit too, didn't move even once the ambulance arrived). Most days, there were police controlling traffic on that corner, but that didn't stop the pedestrian getting hit. I personally didn't end up liking the location at all, it was just too removed from everything.
We've been travelling the US for 6 weeks and the Bentley was our 6th hotel. It was by far the worst in every way and I would never return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 22, 2013
Dear Steve F,
Report response as inappropriate
Thank you for your honest and valuable feedback about your recent stay with us. I am very disappointed to hear that you did not enjoy your vacation as planned and I sincerely would like to apologize for the inconvenience that was caused. I will definitely reach out to my executive team to evaluate your recent experience. We take our guest's comments seriously and use it as a tool to better assist us on making decisions that support the best interest of our customers. We always seek to improve our level of customer service and I am sorry to hear that we could not live up to your expectations this time.
Please contact me directly at the Hotel. I would appreciate the opportunity to discuss your stay personally with you in greater detail. I can be reached at firstname.lastname@example.org. I look forward to hearing from you as I know we can do a better job of providing the levels of service you deserve as our valuable guest.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.