We checked in late on a Friday night. We had called the hotel from San Francisco and told them we were definitely on our way. We were traveling with my sister and brother-in-law and had requested 2 outside rooms on a high floor. When we got to the hotel at about 12:30 in the morning, they only had one room left. The hotel was full and most of New York City was sold out. They sent my husband and me to another hotel for the night. They checked my sister into a larger room than what she had reserved but told her they were only charging her for the room she reserved and this rate was valid for 4 nights.
We finally got back to the hotel the next day and they gave us a key. We went up to the fourth floor and our room was an inside room. The window looked at a brick wall. It was claustrophobic and, frankly, unsafe if there had been a fire. We called the front desk. They sent someone upstairs with another key for a similar room across the hall that looked out on 8th avenue. After about 14 hours in New York, we finally got into the room we had requested originally.
The rooms are tiny. The closets are only about two feet wide and can’t even accommodate the length of a short dress or a man’s shirt. There are NO drawers in the room to put clothes away. You are forced to live out of your suitcase. The air conditioning sounded like the subway was coming through our room.
When we checked out the management had doubled the rate for my sister’s room because “The guy at the front desk had no right to give her this room at a reduced rate”. The manager was rude and totally unapologetic for everything they had put us through. There was never an apology for sending us to another hotel the first night and there was never an apology for the way they treated my sister.
When we got home I wrote a letter to “Choice Hotels” and The GEM hotel about what happened to us. The manager of the GEM reversed the charges on my sister’s credit card. Eventually, someone from the executive offices at Choice Hotels called to see if the charges had been reversed. Choice Hotels only cared that the charges had been reversed. They didn’t seem to care when I told them that we would never stay there again. There was no apology for the poor service.
This hotel did something every day we were there to upset us. We are not fussy people. I worked for an airline for 17 years and I know bad customer service when I see it. I would not stay at the GEM hotel if the rooms were free.
- Official Description (provided by the hotel):
- Free Wifi. The GEM Hotel Chelsea is ideally located in "your corner of the world." We provide an intimate, boutique atmosphere and offer our guests elegantly designed rooms with luxurious amenities. This New York City boutique hotel is conveniently located in the neighborhood of Chelsea. This trendy Manhattan neighborhood is filled with chic art galleries, night club hotspots, world-famous restaurants, shopping and more. Guests are within walking distance to Penn Station and world-famous Midtown Manhattan attractions such as Madison Square Garden, Times Square, Macy's/Herald Square, the campus of New York University (NYU) and the Empire State Building. The hotel is one block from New York City's subway system. Surrounding neighborhoods include Greenwich Village, the Flatiron District, Union Square, Midtown and the Meat Packing District.The GEM Hotel Chelsea offers a wide array of amenities and services that add value. All guest rooms are smoke-free and boast LCD televisions with HD channels,iPod docking stations, cordless telephones, paraben-free bath amenities, bath robes, down pillows, plush towels and Wolfgang Puck coffee. Standard room amenities include coffee makers, hair dryers, irons and ironing boards. ... more less
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