Amazing location for this hotel. So close to Grand Central terminal and many subway lines. The views of both Manhattan and Queens are incredible. Service was excellent. Lobby was very clean and beautifully decorated. Rooms were very comfortable
This is a really nice hotel in normal times but in the era of covid the hotel's advantages really shine. Yes - the covid protocols are in place and daily cleanings, the gym, lounge, room service and breakfast are a distant memory. But this hotel has big comfortable rooms with plenty of room to spread out and relax, excellent TVs with all the channels, and huge bathrooms with high quality toiletries. You are also a quick walk to restaurants and bars with outdoor seating. Prices are also competitive with the traditional limited service hotels (hilton garden inn, hampton inn, etc).
So many things went wrong with my stay and as a gold member of hilton, I was not happy. The front desk lady was rude when I checked in and was dismissive when I asked about upgrades and basically just kept saying nothing was available and I was telling her that I was a gold member and I was hoping to get a better room than just an upgrade to a king size room. She said nothing was available. I checked in on a Monday during a pandemic and nothing was available for real? She kept cutting me off without listening to me and just wanted me to get out of her hair. The gym was closed even though I stayed at a Marriott the night before and their gym was open so it couldn't be a law mandating all hotels to shut down their gyms. No breakfast and no water either for members and she did not care to tell me this. The check in person did not even tell me about the WiFi situation, just handed me the keys and sent me off. I came to the room and so many things were wrong. There were stains on the pillows which I had to ask them to change. Coffee and wine stains all over the walls. Old furniture in the room and smelly closet and bathroom. There was a huge hole in the wall above the TV. I had to take out my own trash, change my towels, and the pillow cases myself. The towels were razor thin and not fitting for a 4 star hotel and I was disgusted using them. They were worse than rags and I didn't know why they would have such poor quality towels. Another incident was that a person with the same last name checked in on the second night and they gave that person my room key to my room. Luckily I came back to the hotel at the exact same time this person rode up the elevators with me and then I watched him using the room key that the front desk gave him to open my room. If I did not come back at the right time, this person would have had access to my belongings in my room, what a scary thought especially during Covid. This happened on the second night and I was so disturbed by this because how could they check a person into a room that has been checked in already the day before. Aren't there safeguards to prevent that ? Like oh it seems like you already checked in yesterday so how could the front desk person check this stranger to my same room on the second day of my 3-day stay. okay fine, mistaken identity but don't you have to check IDs before checking a guest in ? He couldn't have the exact same name. It was a very jarring experience. Another frustrating thing was that I called the front desk about this incident then she said that I must contact security, then I talked to security and then security told me that I must talk to the front desk and the manager. So this was their fault and then I had to be on hold and be passed around like a hockey puck waiting for a response on what happened. The manager did change the keys and explained to me the next day what happened that they accidentally checked another guest into my room but honestly how could that happen and the staff at this hotel seemed like they did not care about their jobs. Lastly, I asked for a two pm check out and around 1130 am on the checkout day, someone from housekeeping called me and asked me , "hey when are u checking out?" I said I'm checking out at 2 and they said oh not 1 pm? So that is when you are checking out? I said yes 2 pm , I'm checking out at 2 pm. The conversation was unpleasant as if they didn't want me to stay there for long and wanted me to leave earlier than 2 pm but couldn't say that so she was passive agressive on the phone. Honestly all my years of staying at hotels, I have never had housekeeping calling me to double check on my checkout time when they could just look in the system. This was a terrible experience and I felt like they just dropped the ball on so many levels and then when push comes to shove , they were like sorry, pandemic time so yeah sorry. It is really unacceptable and I would not stay here ever again or other hilton hotels if this is how they treat customers. I had a great experience even during the pandemic for two nights at a Marriott. They really need to retrain their staff and make sure their rooms are clean.…
I stayed at this hotel for one week and would recommend looking at other hotels for this price point. 1. Staff were rude and unprofessional, often cutting you off halfway through a question to say they couldn’t help you 2. Staff either did not wear masks or wore them below their noses, which is unsafe for guests 3. Carpeting in hallways is disgusting — completely dirty and stained 4. The strong smell of weed permeated multiple floors for much of the stay and nothing was done to remedy this 5. It is not clearly advertised but there is NO free WiFi — you have to pay ~15 USD each day for bad internet. This is not made clear and certainly not in line with other hotels at this price
It is unacceptable to use the COVID-19 pandemia as excuse to cancell the dairy cleaning of the rooms. Even the change of towels was elimitated. In the other hand, if you choose a city sightseeing room you will not be disapointed.