We booked two queens non-refundable via Expedia for a two night stay. We were two couples and a baby. When we checked in, we were told we would be upgraded to a suite, but only had one queen in the room with a sofa bed. By "suite", they meant a separate kitchen with a faulty light that flashed incessantly and two microwaves. The "sofa bed" was not even made and we were not provided sheets. Not to mention, it was hardly the size of a single bed, so how the hotel expected two adults to sleep in it is beyond me. When we complained we were told because we booked via Expedia, our room type was not guaranteed, and seeing as they were fully booked and had had some recent water damage to some of the rooms (bla bla bla) there was nothing that could be done. But they did provide us with 2 cots which were more comfortable (and larger) than the sofa bed. The cots had sheets, but no comforters. The queen bed also did not have a comforter (just sheets). When we requested comforters, we were told there weren't any left, but were kindly provided 5 additional sheets!!! Furthermore, the queen bed was as hard as the floor. At that point, we wanted our money back to go stay in another hotel, but we were told by front desk staff there was no manager until Monday morning, conveniently the day we were checking out, so again - no refund was possible. The next morning we spoke to Claudia at the front desk (honestly, the best thing about this hotel - they are lucky to have her). Claudia provided us with another room with 2 queens (which apparently was not available the night before, even though we were able to change rooms at 9:30am before housekeeping had started) and comforters. She also comped breakfast (mediocre) and drinks at the bar. There were other guests complaining of the same situation as we were the next morning, and they also had booked with Expedia.
My husband and I stayed at this hotel August 2010 and were satisfied the first time, enough to return. Unfortunately, the last stay left a sour taste in our mouths so we won't be back a third time. If you plan on booking this hotel, do so directly with the hotel, and not Expedia, even though when we checked, Expedia was 150$ cheaper per night.
- Official Description (provided by the hotel):
- A small, luxury hotel offering highly specialized products and services in a particularly stylish manner. The Exchange Hotel defines 'boutique' in the strictest sense of the word, the result of which is truly one-of-a-kind. The spacious rooms are newly renovated and enhanced with unique, modern design and innovative technology. Boutique features matched with the Exchange Hotel's personalized service and competitive rates will enhance any New York City experience. ... more less
- Reservation Options:
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- Also Known As:
- Eurostars Wall Street Hotel New York City