Awful hotel. Room smells like sewage. You have to beg to go to rooftop bar. They stop serving food at 10 pm and won’t allow you to DoorDash any food to the rooftop bar. Kevin the manager has zero authority and won’t make any exceptions to the rules and is completely unaccommodating to guests. Save you money and stay at a Marriott that will treat you and your guests with respect. Poor service.
There was no information on the fact that there was no room cleaning service prior to booking. The manager, Omar Lewis, could not care less when I discussed the issue with him. Absolutely terrible customer service. It used to be a go to spot in NYC. I will not stay here again
Hotel Hugo has its perks. It’s in a quiet part of town and there are nice dining spots around. The room is generally pretty good, although our fridge was warm, so it couldn’t cool things down. That said, the service is subpar across the board. Lisa at the front desk is incredibly rude and it was perhaps the worst service I’ve experienced. I’ve never been treated like that as a customer at a hotel and I don’t think I would ever go back or recommend it, unless there were changes in management; management is severely lacking. They need to make changes ASAP to save this hotel.
My boyfriend and I stayed here last night and entered the experience with high hopes and expectations as we were celebrating our 5 year anniversary. Upon arrival, the hotel seemed like it had potential and that it could offer us a romantic boutique hotel stay but our time at Hotel Hugo was anything but that. We had booked a Loft Suite and apart from what I will get into about the lack of cleanliness by housekeeping in this establishment, let me also say that the room is not even close to being worthy of almost $500. When we got to the room it was unsanitary. There was dog hair everywhere, cup stains on the tables and smudge marks of dust, dirt and grime that my boyfriend ended up using a wet washcloth to try and scrub (see attached photo). Unacceptable! It was as if Hotel Hugo sticks to the bare minimum and that it holds an incredibly low standard for itself. Cleanliness and good hygiene are imperative no matter where you stay! When booking the reservation, we were told we’d be given a complimentary bottle of champagne in honor of our anniversary and that it would be brought to our room. When it was dropped off in our room it was warm and with no ice or champagne flutes so we had to call the front desk to ask for some to which they told us we had to go down and retrieve both things ourselves. We both felt it was necessary to speak our mind and share our frustration when talking to the concierge Maruan. He ended up being accommodating as he could tell we were unhappy and disappointed and allowed us to move to a Deluxe King room instead. This room was smaller and good in the sense that price wise it was of better value but still needed serious help since my boyfriend used yet another washcloth to wipe down the drawers since they were filthy. Not okay! Especially during these Covid times. You want your guests to feel safe and in good hands, not the opposite. There is more that I could get into but I will stick to sharing this for now. Overall we both felt that we weren’t taken care of on a personal level and that when a staff member was trying to resolve an issue it was met with a lackadaisical response. The way Hotel Hugo is being run is a real problem and needs to make the necessary fixes in order to meet quality hotel standards. I only hope that they really look into making the proper adjustments so that their hotel guests aren’t doing a job their housekeeping employees should be doing. We will not be returning to this establishment as our experience was nothing close to satisfactory.…
The room was disgusting and the workers were not wearing a mask so we checked out immediately. When we tried to get a refund for the stay after the fact the manager yelled and lied about trying to be accommodating when she in fact was not. They lied about us not checking out, and lied about offering us a different room. They did no such thing. All dining options were closed and room service was not even an option, despite the website stating it was. Overall it was a terrible experience.