Firstly don't expect to check-in on time, I would suggest adding on an extra 2 hours to your supposed check-in time. We arrived half an hour after our supposed check-in time, 3.30 pm to be told that our room wasn't ready. There were approximately half a dozen other guests waiting to be checked in to their room also, including one gentleman who had been waiting in the tiny lobby since 11 am and was still waiting for his room key to be issued once we had finally received ours, two hours later.
At first glance everything in the room seemed to be lovely and smart and we felt happy with our choice of hotel. This was the one and only time we felt happy.
We returned to the hotel that same evening expecting an early and decent nights sleep after a long journey. Approaching our room in the very slow elevator there was a lot of noise, we thought Pitbull and J-Lo were partying upstairs. The noise level actually increased as we exited the elevator and made our way towards our room. We expected the noise level to subside at a reasonable hour , unfortunately this did not happen. We phoned down to reception to enquire about the situation, their explanation was that the noise was coming from the restaurant on the top floor. This was privately owned and so they couldn't do anything about it. After we suggested they find us another room they assured us they would sort something out and would call back within ten minutes.
In the meantime we discover there is no hot water in our bathroom, so 45 minutes later they had still not rang us with a solution. Another phone call to reception, still had no success as they reassured us they did not have a problem with hot water in the hotel.
By this time we were exhausted and quite frankly already tired of the lack of service we were receiving. After a trip down to reception and speaking to a hardly competent manager who thought fobbing us off with a free drink from the minuscule bar was the answer. We were then given 2 different room keys are told to select which one we wanted to move to.
It was a hard decision between damp patches on the ceiling and sparking plugs, our mistake was going for the sparking plugs!
To cut a long story short, the rest of our stay at this motel was complete with a broken tv, dodgy a/c, burning plug sockets,broken ipod dock, tripping electricity, the towel rail hanging off the wall, balancing electrical appliances on top of a suitcase, bin and book to gain electricity and incompetant and rude members of staff was not my idea of a "boutique NYC hotel style and flair".
Upon leaving the hotel we once again shared our thoughts and experience of our stay with the hotel manager, he assured us that the hotel prided themselves on outstanding customer service, not a chance in our opinion.
We were so disgusted with the hotel service, we since made a formal complaint to our travel agent about our stay, the hotels response was shockingly poor, but again I suppose that is the running theme.
Try a different hotel
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Good Afternoon S G,
Report response as inappropriate
FIrst and foremost, and on behalf of the entire hotel, please accept my sincere apology for the series of issues you had during your recent stay with us.
As it relates to the inability to get access to your room, I could not agree with you more; this is completely unacceptable. We typically do not have any challenges with room readiness, if you would be willing to share your stay dates, I would very much like to investigate what occurred on your arrival day.
Our partnership with the restaurant continues and your feedback is well received. We do meet with them regularly and this will be a topic of discussion on how to manage this moving forward. Our ultimate goal is to strike a balance between excellent patron entertainment is the restaurant and exceeded guest expectations in the hotel. From time to time, they do accept private events in their establishment, again we apologize that this significantly affected your experience.
Regarding the many issues in the guestroom and the staff interactions that you had; I would like to speak with you in person about your experience. I am best reached at firstname.lastname@example.org. If you would like to provide a date, time and phone number to reach you, I would very much appreciate further details.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.