I stayed at the Dylan hotel last week and had a very frustrating stay. My sister had checked in a day ahead of me and when I arrived, they sent me to the incorrect room. As my key didn't work, the maid let me in (nice of her but a security issue to say the least). I called the front desk and I didn't even get an apology - just a 'oh, I sent you to the wrong room'. So I went to the correct room. My sister had bought some snacks for us and after opening a box of cookies, I went out for a walk. When I came back, the box of cookies, along with everything else on the counter above mini bar was covered in ANTS! I had to throw everything away and when my sister arrived, she insisted we move to another room. She called the front desk and they said we should come down and get a new room key. Seriously - a guest complains about bugs in the room and you can't even bring us a new room key?
Then the housekeeping manager and maid came in and decided to argue in front of the door about whether the ants were seen by the maid - we actually had to ask them to leave so we could finish packing.
We went downstairs and the front desk person never apologised and kept saying he'd never heard of an ant problem in the hotel. I asked him if he thought we were lying and he just said he had called the exterminator. Nothing was offered to us to make up for the bugs nor the hassle of having to change rooms, nor the $20 my sister has spent on snacks in the room that we had to throw away.
Our next room seemed better and we never saw any ants.
We had been told the manager would call us later that day to discuss the issue (I wasn't satisfied with how the front desk person handled the situation). The manager never called. I called the manager and he said his people never told him about the incident but later said he'd read that the exterminator was called. Why do people think ignorance of a problem excuses it??? It just makes them look worse.
He said he'd call Expedia and get a discount applied to the booking and call me back.
He never called me back. We never got a discount.
When we checked out the front desk person was slow and rude. My sister signed the credit card slip and the a/c blew it off the desk - the front desk person perceived this as my sister throwing it at him and shouted at her.
I would recommend sleeping on the subway grate outside the hotel over staying in this hotel. The décor is odd - some quirky touches and other bits are just old and dated.
The fitness centre is a joke - broken machines, no water in the fridge and the TV has no remote.
The staff are the worst bit - which makes no sense to me as good customer service doesn't cost a thing.
If someone has just taken a bit of responsibility, or even empathy, around the whole ant situation, we would have been happy. But no one could be bothered.
My company just opened new offices nearby and are looking for recommendations for nearby hotels - the Dylan hotel will not be one of them.
- Official Description (provided by the hotel):
- The Dylan Hotel in Manhattan unites tradition and modernity exquisitely and with a contemporary elegance that captivates our guests. The building is very emblematic, first having been the residence of the Welsh writer, Dylan Thomas, and later the headquarters of the New York Pharmacists Club. The Dylan Hotel combines the classical lounges and guest rooms of the period with ambiances and areas in contemporary design. We are a non-stop hotel, because the Big Apple never stops. For this reason, the gym and the business centre are open 24 hours a day. ... more less
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- Also Known As:
- Dylan Hotel New York City
- Dylan New York City