Hotel failed to tell guests there would be “city mandated” construction going on starting at 9am everyday. Manager was rude and unhelpful when approached about the sound waking us up. A hotel is for sleeping and relaxing and that is not what we got here. The room was also not in very good shape either. Door looked like someone had tried to break in at one time. Long story short, not worth it.
No complaints. My husband and I stayed for one night and the hotel was clean, stocked with toiletries, and had a comfortable bed with nice pillows. My only complaint would be the woman at the reception, who was not the friendliest, but besides that, we had a pleasant experience.
The hotel must have spent their millions of dollars renovation only on the lobby. The rests of the hotel were pity (or even pathetic). TLDR; you might bare with this hotel if you are staying for one or two nights as a Platinum Elite (or higher) member. But otherwise don't be fooled by the fancy pictures and find somewhere else. Bonvoy Platinum Elite (and higher) members are supposed to be offered complimentary room upgrades and also a selection of member perks like extra points or free breakfast at check in. None of these happened in my case. I had to beg for an upgrade to a club room, and the staffs were not aware of the member perks until the check out. The staff assigned a corner room on 19th floor. At the end of gloomy hallway I was embarrassed to find two other rooms' doors just few tens of inches away from mine, foretelling bunch of noises from ins and outs (which actually happened till 1 am). Entering the room was another panic to only face red-bricked wall of the next building straight through the window (see the attached), and to see way too much tired bathroom and furnitures which definitely don't look worth of the $3M renovation as the hotel advertises. Not enough power outlets next to the bed without a single USB port in year 2023 is another minus. I could bare with these as I was thankfully staying for just one night anyway. But when I returned to the room after dinner in Soho, the room was full of bad odor like rotten onion even though I didn't unpack my luggage and didn't use the toilet. I couldn't stand anymore so visited the front desk to get a different room. But not a chance; the answer was "just open the window as there's no other room available". I would have believed if the staff at least spent few seconds to type something in their computer, but the staff didn't hesitate to instantly answer that. I get it, you don't prefer changing the room for a one-night guest at 6pm. But you could have made up some fake efforts to look better. The only reason for my two-star review is the friendly & hard-working staffs at the club lounge. The staffs literally struggled to serve breakfast and beverages (including complementary wines in happy hour, which is quite unusual in NYC) in a tiny lounge less than 1,000 sqft, but it gets easily crowded with 25+ people with not enough tables/chairs. The staff explained that the hotel is aware of this problem and plans to move the club lounge to a bigger hall on a lower floor. Not sure if that would help, as this will lose the panoramic view from the current club lounge on 21st floor. So I can't recommend this hotel at the end. Fresh lobby with not-so-nice front desk staffs is hiding outdated and not-so-pleasant guest rooms and hallways behind, where the super-busy club lounge is on its steep downhill due to the lack of resource. You can give a shot if you are looking for a short stay in a budget club room in NYC, but otherwise, think it over.…
We had requested early check-in and we understood that it could not be accommodated. But the rooms were suppose to be ready by 3 PM and we were told they would call us but we never received a call. Came back to the hotel at 6 PM but the rooms were still NOT ready and the attitude by the front dest was rude and dismissive. We had already swiped our credit card earlier at 11 AM for the two rooms but had to wait another 45 minutes and the the front desk employees acted as if they were doing us a favor. The rooms were on different floors and most of the time the keys in the elevator didn't work so you would have to come back down in the lobby and try again. The hotel is somewhat clean but dingy. I would avoid this hotel if possible. The only reason I gave it two stars was because the male server in the restaurant at breakfast was great.…
It's taking me a while to write this review as I am so annoyed still almost 3 months later. As a Bonvoy Gold member, I booked this hotel at least 6 months in advance, I was flying in from Australia and catching up with a friend flying in from London. On at least 4 occasions before arriving I rang the hotel (mind you all the calls were long distance from Australia) to advise I wanted to pay for the accommodation up front as my friend was arriving a few hours before me and I didn't want them having to worry about any payments, I even completed an authority form and was advised this would be done. BUT, when my friend arrived from London the payment had not been taken from my credit card and they requested my friends card and put the full payment on their's even though she has told them what should have been done, the person would not allow her into the room until full payment was done.When I arrived I was not happy that this had happened and asked for their credit card to be refunded so that I could pay the account, which was always the request from the beginning. So when I paid they only took part payment and continued to processing an amount of my card each couple of days and still taking money even 2 days after checking out, this total around $5,000 when the full amount for a 5 night stay was $2,000.00. I could go on and on but I think you understand by now that the billing system in this hotel is absolutely disgusting. The twin room for a New York hotel is quite roomy and found the dining OK for breakfast and staff were friendly but the way the account was handled totally turned me and my friend off this hotel and would not recommend it at all.…
Its really sad when a reliable hotel, that I've used for years, goes downhill, but that is what has happened here. The hotel is in serious need of maintenance - lots of little things are breaking. The room clock is broken, the bar plays awful music, the restaurant is dead and gone, t he club sets up food sort of around the right time, the exercise machines are almost all broken. Until they start fixing things I will avoid.
When I arrived at the hotel, I went to use the bathroom in my room and it was disgusting, covered in hair and pee. I took a photo and went down to the front desk and asked them to clean it. They said they would right away. 6 hours later when I got back around midnight, the toilet had not been cleaned and looked the exact same. I took another photo and went down to the front desk to show them and ask for it to be cleaned. I asked to speak with the manager, and the man at the front desk told me he was the acting manager because he was the only one there. He asked someone to clean the room, and the man he asked looked at me and rolled his eyes. I told them I did not feel comfortable staying here with the dirtiness and their attitude, the man at the front desk looked at me and said "You are welcome to check out and go stay somewhere else" at 12:30 at night. I then got on the phone with Marriott customer service, and the front desk man finally became concerned about me. The following morning, the room service delivery man gave me attitude. This has been a horrible experience and I will not be staying at this hotel or a Sheraton again.…
Some of the best service we've ever had from Miracle at the front desk. She made us feel like VIPs - me and my partner were amazed at how great she was. Super refreshing to have such a good experience at a hotel.
For any businessman who will visit New York at any time of the year! Close to Soho with a lot of bars and restaurants. Very convenient place to visit any place in Manhattan in just a few minutes. Very clean rooms 10/10! The only problem is the poor breakfast which is also very expensive!
This is a great hotel in a convenient location. We often stay in midtown Manhattan, but we’re looking for a change and we are happy we picked this area. There are multiple subway lines a block in either direction at Canal Street (A, C, E, N, Q, R, W). It’s around the corner from Soho, Little Italy, Chinatown and more. There were plenty of places to eat nearby. The hotel itself has a clean, modern lobby with a restaurant and bar. The employees greet you every time you walk through, however you do not have to show your room key (you do need it to access your floor by elevator though). We didn’t have any issues at all with long waits for elevators, and from what I remember there are 4. (If anything, we were pleasantly surprised by how fast they were given the number of floors!) The room we stayed in was on the Club Lounge floor. The Club Lounge was convenient for a free breakfast buffet. There was also a nightly happy hour (5:30-7 I think) with snacks, chips/salsa/guacamole, cheese and crackers, deli meat. They served free wine and beer (you have to ask for the beer, it’s in the storage room fridge). When it’s not breakfast or happy hour, there is basically a cooler with water and sodas available. There are also bags of chips, some fruit and trail mix packets. We could see that the view was beautiful from the lounge’s patio, but in January the lounge was closed for repairs. There’s a gorgeous sunset view over the Hudson, even from inside! The king room was adequate size, but a little tight if using the desk chair. It had a desk, mini fridge, closet, luggage rack, lounge chair, and safe (no dresser). The night stands had lamps with outlets and USB’s for charging. The bathroom was fine, but the towels are not soft at all. The room is a bit in need of updating, but it was clean and very comfortable. Also, I found it to be quieter than many areas with sirens blaring and traffic honking! We would stay here again, especially if the Club Lounge patio was reopened. This was a nice change from our typical NYC stays.…
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