My wife and have been staying at the Stewart (formerly the Affinia) for the past 16 years. We've always liked the hotel and loved it after the remodel a few years back. Since the Stewart has taken over this hotel, we've been treated less and less like loyal customers. Even when making a reservation 4-6 months in advance and requesting the room we have always stayed in, it's never been available since Stewart took over. That's not a complete deal breaker, I understand that someone may be staying longer or got there earlier, etc. But this last stay we received an email the day before our arrival, telling us our room was to be downgraded. We called the number provided and were told that the sprinkler system had inadvertently gone off so a lot of rooms were no longer available. We travel with our friends and they each received the same email, 5 groups total, but when they called to ask for the reason, they were all given a different reason for the downgrade. When we spoke to the clerk at check-in, we were given the real reason. Another larger group had requested rooms and because they were spending more money, they were allowed to bump us. I've never stayed in a bad room at this hotel until this trip. It was dingy, dark and dirty feeling with a view of a rooftop. For all I know, all the rooms are less clean than I remember but I think being moved to a lesser room, and the reason we were moved, made this feel worse for some reason. While we were in NYC things started shutting down to stifle the corona virus spread. We watched as the big group, that the Stewart was willing to bump me and all of my friends for, had abandoned the hotel. They were loading up on a big bus and heading for the airport, while we stayed another two nights. Maybe the Stewart will learn something about loyalty from all of this. Maybe we will stay elsewhere next year.

Recently purchased a great Travelzoo deal for a one bedroom suite, which waived the resort fee, gave us 20% dining at Niles Restaurant next door, and $15 voucher per adult for Browns Bagels. The deal was perfect for a one night stay with our toddler. The front desk and valet service was fantastic, and we were fortunate that our room was ready hours before check-in! Gorgeous lobby with sitting areas. Multiple elevators that weren't too slow or too long of a wait. They also brought a pack and play for our toddler. Large living room with dining room table, sofa, and kitchen (very nice size fridge) with plates, bowls, cups, and a wine key. Lots of floor space for us to stretch out. While that space was great, it compromised the size of our bedroom and bathroom. It was doable for one night. Not much counter space in the bathroom, and the towel hook behind the door was taken off. Bed was comfy, and there were extra pillows in the closet. Older suite, but clean and roomy. We were on the 13th floor, so street noise was still heard, but not as loud. We walked to the Lego store and CAMP (about a 15-min walk close to Madison Square Park), and then had dinner at Niles. Breakfast was at Browns Bagels. Both eating establishments were fantastic! We did park in the garage, but opted to reserve in advance online since it was a cheaper rate!

We checked in to our booked accommodation, of a double executive room. However, when we arrived at the room we felt it was too small for a family of four, staying for a five night stay. We returned to reception to see if there was any possibility of an upgrade. Danielle was on reception and was delighted to help us, her customer service and attention to detail was awesome - she managed to find us an upgrade to a suite, but needed approval/assistance from her Manager. Andrew then came to assist and again we were greeted with a smile and an excellent level of service. The upgrade was provided at a minimal cost, with some vouchers thrown in to subsidise our breakfast at a neighbouring Bagel bar (Browns, which I would highly recommend too). The new room, or room(s) as it was was excellent and absolutely enhanced our holiday and overall stay in NYC. Thank you both for making our stay more comfortable and providing such an excellent level of customer service. I will certainly be staying at the Stewart Hotel whenever I return to NYC.