Heads up: I don't normally write such long details of travails with hotels and I generally don't complain, taking things as they come...so if you don'twant to read the whole review, I was unimpressed with the Chatwal. I booked a 4 night stay thru Starwood as I am a Gold Preferred member. And I used points - was that the root of my problems? No - I think bad customer service training at the front desk was. I had requested 2 adjoining rooms - one with a king or queen the other with 2 doubles. I was told this configuration was possible, but not guaranteed. I called back to confirm about a week before the trip. Talked to a real nice gal I thought was at the front desk - we discussed the weather in NYC, shows we were seeing, etc. She said that it was highly likely we would get our request and that we should be able to check in early - we were arriving at 10am on a red eye from the west coast. She also asked if we were celebrating anything special and I told her that we were in fact celebrating my husband's birthday. She said she would be sure to put it in the record and that they would do something special. When we arrived at the hotel we were told that we did have adjoining rooms, and that we couldn't check in until 4 pm, but that they would call us if the room was ready earlier.. So we attempted to do a little touring- jet lagged and tired as were. The hotel kept our bags for us, but did not have an area where we could freshen up or change our clothes - the best they could do was the restaurant bathroom. When we returned at 4pm we were told that one of the rooms was ready, but that they were having trouble finding the guest who was in our adjoining room. So we took the one room. As the bell left us he mentioned that there was a butler who could press things for us. Warning - he's not like a room steward on a cruise ship - we never saw him. What that also means is that you don't have an iron, coffee maker, or ice bucket in the room - I guess you need to call for those things. Personally, I'm not organized enough to send garments out for pressing before hand - so that wasn't going to work for me. Back to the room saga. We called down at 5 to find out why we didn't have our second room and we were told that they were still working on it, but that in the meantime we could have the room across the hall until they figured it out. The new room was HUGE (and we found out later it was listed in the same category as the first room). At that point we had to leave for the theater. When we returned we were told that the guest in our adjoining room had decided to extend their stay and that we couldn't have it. Really? It seems like I had booked that room. Was it the points? The front desk girl was exceptionally unhelpful - she kept staring at me and not responding (I wasn't even upset at this point). I mentioned that I had been asked about a special occasion and that it hadn't been acknowledged yet. She looked in the computer and said she didn't see any notes. Wait for it.... nope, she didn't ask what it was (the actual birthday didn't matter as much as their mismanagement). The next day i told the front desk that we would keep the bigger room and wanted to also take the adjoining room. More stares. We were told that there was no adjoining room. My son offered to show it to her on the emergency evac. map. Oh, well it does adjoin - but only has a queen bed. Turns out that was what the original adjoining room had (not doubles). Several times I was at the front desk and the person I was NOT talking to had to come over and take over for the person who was trying? to help. The second set of rooms we had were much bigger than the first -and they also faced 44th St - which from the 8th floor was pretty quiet. THe floor below us had balconies which was pretty awkward as the couple there spent a lot of time chain smoking (we could smell it thru the closed windows) and at least one day the gentleman (?) sat around without pants on... There is a high learning curve to these high-tech rooms - the lights, the toilet, the TV that is in the bathroom mirror. The best things that happened was that the concierge sent out a letter warning everyone about road closures and taxi shortages due to the Gay Pride Parade and we saw one of the bell boys down at Times Square flagging down a taxi for an elderly couple (there isn't that much traffic on 44th).
Before someone from The Chatwal responds please note - I clearly understand that adjoining rooms are not guaranteed, but if you say that's what i have at check in - that's what i should be given.But for the rocky start to our vacation caused by your staff, we were offered NOTHING as an apology (not even a free drink). I've been offered more for fewer problems at other Starwood Properties.
- Official Description (provided by the hotel):
- The Chatwal, A Luxury Collection Hotel, New York.Once home to the prestigious Lambs Club, this Stanford White designed landmark was reborn as The Chatwal in 2010. Fusing Art Deco style with Manhattan’s signature sophistication, The Chatwal has reinterpreted the elegance and glamour of classic New York City.Offering 76 guest rooms, inclusive of 27 suites, The Chatwal features a current pool, 24 hour fitness center and is home to The Red Door Spa by Elizabeth Arden. Guests are invited to enjoy celebrated “Iron Chef” Geoffrey Zakarian’s Lambs Club Restaurant, featuring modern American Cuisine. Wireless internet access and butler service is complimentary to all guest rooms. ... more less
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- Also Known As:
- The Chatwal Hotel New York City