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7,279
8,177
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All reviews city kitchen district m milford plaza great location times square new york rooms are small busy hotel around the corner subway station central park nyc broadway block avenue hip midtown
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Reviewed 4 weeks ago

We love staying at this hotel so much it has a great view of time square and it’s super close to the subway stop. The price is great for all the amenities and we loved having all the different restaurant options right downstairs inside of the hotel.

Date of stay: January 2020
Trip type: Traveled as a couple
Review collected in partnership with this hotel
Thank rebekahrg3knsi0b2020
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ROW_NYC_Hotel, General Manager at Row NYC Hotel, responded to this reviewResponded 4 weeks ago

Thank you for the great review, Rebekah!

We're thrilled to hear that you had a great stay at ROW NYC! It's wonderful that you loved our central location so much! We'd love to see you again soon so we can share an even more positive experience with you.

Have a fantastic day!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

On the positive side, we were very close to the theatres and despite what other reviews note, our room was clean and we found the District M staff to be friendly. (Plus the City Kitchen food court was convenient, if difficult for seating when busy--and the mediterranean vendor was FANTASTIC.)

Caveats: we booked their cheapest room, the Standard, so I suppose we "got what we paid for." Make sure you read all the details on what you're getting/not getting. And do look at the other reviews before you book at Row.

However we will never stay there again (and we travel to NYC for theatre at least twice/year)...
--Upon check-in we learned there is a mandatory $35 (+tax) per day facilities fee (so add $40/day to the room quote--moving it out of "cheap" hotel range--we could have gotten a bigger/nicer room at a number of hotels in the area at that rate). And what do you get for the facilities fee? Wifi, internet, and access to the fitness club--nothing we needed or used. (To be fair, this is spelled out in the listing, but isn't charged until you check in--so it's easy to miss until it's too late.)
--We arrived at 11am to drop our luggage and went ahead and checked in (i.e., gave our credit card and confirmed we were there) and were told our room wouldn't be ready until 3pm. "No worries." Returned at 3pm and were told by a different, borderline rude front desk clerk said our room would not be ready until 4pm and we were getting a full-sized bed (NOTE: I now see the hotel site says standard rooms contain "full or queen-sized beds." Be aware you may not get what you think you are booking unless you book for 2 doubles or a King.) When we said the earlier desk person told us 3pm, he said, "I don't know why she told you that." Under normal circumstances, we would have acquiesced and returned at 4, except 1. My partner was ill/exhausted from the flu and needed to lie down, and 2. There were gale-force winds and freezing temps, so wandering outside was not advised--and there is NO real/comfortable seating in the lobby to wait. (And the lobby is incredibly busy as other reviews note: like a train station.)
--The gentleman did grudgingly find us a room at 3, but did not inform us of how the elevators worked (we were not familiar with the ones where you have to enter the floor first and be instructed to a particular car) so were sort of stranded on the 22nd floor until someone came along and took pity on us!
--The standard room is TINY. Just enough room to get around the bed with a nightstand on each side, plus a small desk, a tiny molded plastic desk chair, and a "closet" nook that barely held our two winter coats and a couple of my tiny dresses. No amenities except a tv; no info on what's available for your facilities fee or where anything is; no info about the hotel at all. (Which again might have been fine if the weather had been nicer and my partner hadn't been ill. It is not a room you can comfortably "hang out" in. While he napped between shows, I had to take my book down to the bar because it was the only comfortable seating in the lobby.)
--The window AC/Heating unit didn't work properly. The AC was on and room was chilly when we checked in (it was 20 degrees outside). Then we realized why the AC was on later--because if you put the heat on (even low) or off, the room became a sauna. I was so uncomfortable, I couldn't even sleep the last night--but I couldn't put the AC on because as mentioned, my partner was ill and that would have done him in.
--The bathroom is extremely small, which would have been ok, except there was only one hook (not even a rod, a hook) to hang anything up and no vanity. So all toiletries, clothes, washcloths, hand towels, etc. had to be kept in the room and carted back and forth to the bathroom.

Bottom line: even if all you want is a bed and a shower close to the theatres, you can do better for $140/night elsewhere.

Room tip: READ the descriptions. I would never book the Standard room.
Date of stay: January 2020
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank chrissJ3916SI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ROW_NYC_Hotel, General Manager at Row NYC Hotel, responded to this reviewResponded 4 weeks ago

We appreciate you taking the time to reach out to us, Chris.

We are deeply disappointed to hear that you were not satisfied with your stay. We pride ourselves on our welcoming, kind staff, so it is upsetting to hear about this kind of service. We will let our management team know about your experience to ensure this won't happen again in the future. If there is anything we can do to accommodate a future stay with us, please let us know.

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Reviewed 4 weeks ago

The room was quite small but was very tidy and clean and the bathroom was aswell, the bed was comfortable and the views from the window was AMAZING. However some of your staff are extremely rude. Explained to the woman on the desk that our keys had been zapped and we needed them reinstated however we had no ID so couldn’t be given the key. The lady said ‘she would phone security to let us in the room’ no she didn’t. Stood waiting for 30 mins and then decided to phone back down, the woman on reception was again useless and I demanded to be put through to security. the security man was friendly. This lady deserves to be fired and as a paying customer I find this disgusting. However all of the other staff were pleasant and friendly so it was just this lady. However good location and the maid was really friendly aswell. Have stayed here a couple of times before and never had this problem so I would put my trust in you again to stay here.

Date of stay: January 2020
Trip type: Traveled with family
Thank Danielg1234556
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ROW_NYC_Hotel, General Manager at Row NYC Hotel, responded to this reviewResponded 4 weeks ago

Thank you for sharing your feedback, George.

We regret that your experience with us was less than ideal. We're disappointed to hear the service you received wasn't up to par. Providing our guests with exceptional service is something we take seriously. Please know this will be addressed with the appropriate members of our team so we may improve for the future.

We hope you'll give us another chance to show you the service we're truly capable of providing.

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Reviewed 4 weeks ago

We had booked a room originally for Jan 7th but had to change it to the 8th. We did this a week ahead of time bit were told there were no more rooms available to our original status. We agreed for an interior room so that we could keep our king bed but they charged us additional money. When we got to our room, it was clean but the bed was very uncomfortable as was the pillow and it was next to the elevator which was at a constant stop and go through the entire night.
I love this hotel overall but found this particular stay to be very disappointing.

Date of stay: January 2020
Trip type: Traveled as a couple
Review collected in partnership with this hotel
Thank Vacation577858
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ROW_NYC_Hotel, General Manager at Row NYC Hotel, responded to this reviewResponded 4 weeks ago

Thanks for the 4/5 rating, Vacation577858!

We're happy you had such a lovely stay at ROW NYC! We look forward to hosting you again soon for an even more wonderful experience. Thank you again for sharing your rating with us.

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Reviewed 4 weeks ago

The hotel has many drawbacks such as the elevators being broken and long lines at the desk. The service in the food court at the donut kiosk was awful. The security officer at the elevators could not speak English.

Date of stay: January 2020
Trip type: Traveled solo
Review collected in partnership with this hotel
Thank U7610PYjamesd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ROW_NYC_Hotel, General Manager at Row NYC Hotel, responded to this reviewResponded 4 weeks ago

We appreciate the feedback, U7610PYjamesd.

We're disappointed your time with us was anything less than perfect. We look forward to sharing a more positive experience with you soon.

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