Firstly just to point out I've resorted to writing this review as talking to hotel staff gets you nowhere at this hotel.
And also to point out the location is great etc. etc. but hotels are in the service and experience industry and it's the job of hotel staff to ensure that each guest's experience is up to scratch. Sadly on this occasion, our experience to date (yes I'm still at the hotel - only cos I've paid up) has been disappointing.
Similar to other reviews on this site, on check-in we were made to feel like the bad guys for booking a room through a third party website offering a special offer on rooms at a lesser rate. Having booked a standard queen, at check-in we were told this was a single room and "was the smallest room in the hotel" and would we like an upgrade for an additional fee. Given we were a couple, a single bed wasn't going to be suitable. We agreed to the upgrade at our expense, this decision was greeted with a cheer from the girl behind the desk that she had got an upgrade furthermore she left the desk and went into a room next door and cheered again - unbelievably unprofessional. At this point we decided to look at the upgraded room as well as the 'single' room. The single room although small had a queen bed in it, which was fine. Given we were told this was the smallest room and by the impression from the girl at the desk,the worst room in the hotel we asked to see the manager to see what we could do.
The manager came out to speak to us, but were not even greeted with a hand shake, smile, hello, how can I help - totally on the defensive straight away and we were made to feel that we had done something wrong, like we were in a courtroom as opposed to a hotel lobby, on honeymoon. The tone we were spoken to in was totally unnecessary and inappropriate (left my new wife in tears) and has tarnished our overall opinion of the hotel since our arrival resulting in this post.
After this meeting we decided not to go with the upgrade given our treatment but to add insult to injury our room was next to the entrance to the rooftop pool deck with people going up and down until 3am so the noise was incredible. Minor issues like room keys repeatedly not working, rooms not being made up I can live with, but as a paying guest I cannot let the manner in which we were treated go by. It seemed like as we had paid for a room at a cheaper rate we were going to get a lesser level of service. I have never written a post on this before on any hotel and I have stayed in many hotels all over the world but have never felt this strongly and felt it necessary to voice these issues.
I don't mean to tar all the staff with the same brush, as most have been great, but unfortunately our experience at the beginning of our stay was unacceptable and all we would have expected was to be treated in a professional and civil manner.
- Official Description (provided by the hotel):
- Nestled on our own private corner of West 63rd Street between two legendary New York City landmarks - Lincoln Center and Central Park - this boutique NYC hotel provides luxury accommodations overlooking the Broadway / Columbus Avenue - the gateway to the Upper West Side. Location is essential to the spirit of the Empire Hotel and the interior motif and design is inspired by the earth tones of Central Park and the stately modernism of Lincoln Center. 426 Deluxe guest rooms and suites, WiFi, Pool Deck open seasonally, Ed's Chowder House Restaurant, Rooftop Lounge, Lobby bar. Fun fact, The Empire Hotel was featured in Gossip Girl. Join us for a Chuck Bass cocktail in the Lobby Bar. ... more less
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