tldr; - horrendous service, hot water ran out daily while showering, maid service only available upon request, hotel bar/lounge constantly booked out, barking dogs that wouldn't get removed, keys stopped working halfway during stay While any one of the issues I experienced during my stay would have made the overall stay a bit sour, the multiple hiccups paired with a complete lack of service or desire to rectify any of them will have me searching elsewhere on any future NYC stays. First off, we also lost hot water 4 times while showering between two of us, again over only 4 days and maybe 8 total showers. Not fun when its close to freezing outside in the middle of winter. While the room was clean upon arrival, we didn't end up having any maid service as it needed to be requested and every time we tried calling the front desk, they never picked up - so no cleaned room during our 4 night stay. Third strike was the fact that halfway through our stay our key stopped working and we had to go down to reception every time we got back to the hotel in order to get let in. On top of all that, we had to deal with a barking dog in the room across the hall that wouldn't stop barking for over 2 hours, even after we called down to reception about an hour in. We never were able to utilize the wonderful hotel bar, for every time we tried to sit down there we were told it was booked out with previous reservations, and the Diner attached to the hotel, which was the only space that had any availability was a extremely sub-par on the service level. While one of our servers was a gem, our second server was completely rude when we asked to place an order because we were trying to get to the airport. The front desk did offer to move us to the same room on a different floor, but other than that was completely unapologetic of the multiple issues we had during our stay. We were in town for a friends memorial service so was out of the hotel most of our trip, but all we wished was to come back to our room for some rest, but every time we returned another new issue popped up. Look elsewhere, you will be happy you did…
The location is perfect, the public spaces and rooms are perfectly appointed, beautifully designed and very well maintained. But all of that is nothing compared to the people. Service was excellent. The team was helpful at all costs and more than accommodating with requests. That is what makes the hotel so successful, the people above all else. I am so appreciative of the stay and look forward to returning next week.
I hosted my Engagement Party in the Club Room at the Soho Grand and it couldn’t have been more perfect. The service was excellent, the food was delicious, & the ambiance was magical. Highly recommend this venue for any and all events. Plus friends and family from out of town stayed at the hotel and we’re extremely satisfied with their rooms! A++ experience!
Soho Grand is one of my favorite hotels in NYC! As an NYC resident, I truly appreciate the value of a weekend staycation. The staff at the Soho Grand couldn't be more welcoming/accommodating which contributed to a perfect stay. The rooms are larger than usual for NYC and they have a warm, homey feel. The hotel itself is incredibly clean and all COVID protocols are followed. I had an excellent experience and definitely will return!
Everything was top class: the staff, room, service, food (ate at Soho Diner multiple times). Soho Grand also has done an excellent job of keeping staff and guests safe, and the rooms, common areas, and lounges beyond clean. This will be my go-to spot when I travel to NYC. Thank you!