Ratings based on 970 Verified Reviews
4.4 Room cleanliness
4.5 Service & staff
4.3 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 25 Nov 2024
I have been a loyal guest at this hotel for years, as my boyfriend and I make it a tradition to celebrate our birthdays in NYC. Every year, we book the same balcony suite because the breathtaking views of the city lights have always been the highlight of our trips. However, this time, we were incredibly disappointed. Despite booking well in advance, calling the day before and day of to confirm; we were given a lower-level balcony suite with a view of nothing but brick walls. It was disheartening, to say the least.
The suite we were given completely lacked the charm and magic we’ve come to expect from this hotel. The inability to see the skyline—the very reason we choose this hotel—took away from the experience we had been looking forward to all year. It cast a shadow over what was meant to be a special celebration. We did our best to stay positive, but it undeniably ruined my boyfriend’s birthday vibe.
As loyal, returning customers who specifically book for the balcony experience, this was a huge letdown. I hope the hotel takes better care to honor repeat guests’ expectations in the future. We trusted this hotel to deliver the consistent experience we’ve always loved, and it failed us during a very meaningful occasion.
Comment from Hotel Management
26 Nov 2024 by Front Desk Brandon, Hotel Management
Hello, I am very sorry to hear your last stay did not go so well with us. We looked into the reservation and this year it was a different room type that was booked. (Midtown Balcony King) The room type is different from your original bookings with us. We could not offer the upgrade for the stay in those moments due to a sell out at the hotel. We would love to have you stay with us again and make sure we take care of you next time. We also explain the difference in our room types when booking with us to ensure you get the room you want for the stay as most times for November we sell out. Thank you for the feedback on your stay and we greatly appreciate your honesty and hope you can stay with us again in the future.
by A verified traveler
Posted 24 Nov 2024
The gentleman at the front desk when checking out was very rude with zero apology after I kindly shared that his reply to my question was unnecessarily rude. We also ordered from the restaurant by leaving a voicemail, per their request, we never received the order or even a return call. The room was also slightly underwhelming when considering the price.
Comment from Hotel Management
24 Nov 2024 by Mike, Front Desk, Hotel Management
Hello Julio, Thank you for the honest review, I apologize for any misunderstanding upon check in. In regards to the restaurant we informed you to use the QR code on the inside of the key holder to order food. The restaurant gets busy and that is always the best way to get in contact with them. We apologize that the check out experience was under par. Our staff strive to achieve pristine hospitality. Safe travels, we hope to see you again.
by A verified traveler
Posted 24 Nov 2024
Great staff, very attentive and polite. Excellent location within walking distance of everything I wanted to see. I enjoyed the small boutique feel to the hotel. But sincerely the people were all so nice, I felt very comfortable
Comment from Hotel Management
24 Nov 2024 by Srdan, Front Desk, Hotel Management
Hello Sharron,Thank you for taking the time to leave us this honest review. We are very happy to see that you loved your stay with us! Safe travels and we hope to see you again!Kind regards,Srdan
by A verified traveler
Posted 23 Nov 2024
It was lovely. I enjoyed the tranquility of the room being on the 19th floor and having only one adjacent room along with a private balcony. This is a must stay.
Comment from Hotel Management
23 Nov 2024 by mike , Hotel Management
Hello dear guest,Thank you for taking the time to leave us this review. We are very happy that you loved your stay with us. Safe travels!Kind regards,
by A verified traveler
Posted 18 Nov 2024
Comment from Hotel Management
18 Nov 2024 by Srdan, Front Desk, Hotel Management
Hello dear guest,Thank you for taking the time to leave us this review. We are very happy that you loved your stay with us. Safe travels!Kind regards,Srdan
by A verified traveler
Posted 16 Nov 2024
Comment from Hotel Management
16 Nov 2024 by Front Desk Brandon, Hotel Management
Hello Barbara, Thank you so much for booking with us and we are happy to hear you had a great stay. We hope to see you again for another future booking with us. Have a great weekend.
by A verified traveler
Posted 13 Nov 2024
Comment from Hotel Management
13 Nov 2024 by Srdan, Front Desk, Hotel Management
Hello Afsaneh,Thank you for taking the time to leave us this honest review. Safe travels!Kind regards,Srdan
by A verified traveler
Posted 5 Nov 2024
Great hotel. Felt really safe and close to attractions. The hotel restaurant wasn’t so great. Food wasn’t very good and poor service.
The room was nice. Very comfortable pillows but the coffee area had no lighting and no water was provided.
Comment from Hotel Management
5 Nov 2024 by Mike, Front Desk, Hotel Management
Hello Penelope,Thank you for taking the time to leave an honest review. We are glad you were comfortable here and enjoyed a good nights sleep while here. WE strive for our guests to feel at home. We apologize for the bad experience in the restaurant. I will make note of it and relay it to the restaurant management. If there is anything you ever need brought up, such as water, coffee, or any other items, next time just call the front desk and we will accommodate asap. Once again, thank you for leaving an honest review, and safe travels,sincerely, Mike -front desk
by A verified traveler
Posted 4 Nov 2024
The stay was good
Comment from Hotel Management
4 Nov 2024 by Front Desk Brandon, Hotel Management
Dear Paul, Thank you so much for booking with us and we are glad to hear that you had a great stay with us. We hope to see you again for another future booking with us.
by A verified traveler
Posted 1 Nov 2024
Found a whole bunch of ants behind our coffee machine, couldn't even make coffee in the morning
Comment from Hotel Management
1 Nov 2024 by Srdan, Front Desk, Hotel Management
Hello Tiana,Thank you for taking the time to leave us this honest review. We do not have any record here of this complaint, so next time just make sure to report whatever that has happened..Safe travels!Kind regards,Srdan
