TripAdvisor Traveler Rating

This hotel is nothing but a complete rip-off. I made my reservation back in November 2022 received a confirmation number. Sixteen days before by arrival date I had to cancel due to a schedule change with work and had a cancelation confirmation. Never even placed a foot in this hotel. These crooks will not honor the cancellation confirmation, reply back to the IHG Group, issue credit back to my card. Filed a dispute today. BE WARNED

so to start off, when we arrived there was hair all over the floor, shower, bathroom and sink. i washed it away and wasn’t too bothered but then we found a fake nail on the carpet! obviously wasn’t cleaned at all. but again we binned it and carried on. everything was fine until i checked my bank on my second last day and £1000 had been took out of my account unauthorised, we went to reception and we’re helped by Donald and his manager who came to the conclusion that they though our room wasn’t paid ( which it was) so because of the trouble we were told we didn’t have to pay any service fees and when checking out our receipt should be blank. upon leaving it was in-fact blank. now two weeks of being home i’ve checked my bank and again £400 has been took out when i’m not even in the hotel! i’ve phoned the hotel to be greeted with no help at all and after about 20 minutes on hold they are claiming it’s service fees that we weren’t even meant to be paying! i’m having to now take it up with the bank as fraud since i can’t get any answers from the hotel! i’ll never be stepping foot near this company ever again and neither should anyone else!

Worst hotel I have stayed at in a long time. The room was a sauna and the air did not work. The hotel's solution was to open the window and completely disable the heat. We were offered a fan but didn't get it. So then asked for it but it was never given one. So, the window has no screen in it which is interesting. Making it the worst was the sore throat I got from the window being open with no heat on. At least if we had a fan we could cool the room during the day and survive the night with the fan. Anyhow that's not the end of it. The shower faucet changes on its own and moves from a desired temp to scalding hot. So when in the shower we have to keep moving it back to avoid being burned. Yes, we are still stuck here... with one more night. Wish us luck. We need it. And yes, I asked to move rooms but they refused and insisted on the window solution.

This has to be by far my favorite hotel in NYC and I am returning tonight. I stayed here last Christmas and find the location ideal-watching a show, seeing the sights and even going to the new Urban Hawker food court is so convenient . The staff are friendly. Evelyn checked me in and out! Rossa was also very kind with my requests. The staff are attentive, Ismael was the other staff who took the trouble to make sure my key works-all the way up on the 36th floor. This will be the hotel I would stay! Thank you for the good experience, memories.

They've closed the front door to this hotel on Broadway and you're herded to the pull through instead. It's a concept used in very large hotels in Manhattan. it's mid-block. This hotel just reopened and it shows. Nothing is really ready. No gym. No heat. Harsh lighting and uncleaned carpets in the hallways and rooms. They had 3 years. It's a massive hotel. But they had 3 years to go to every single room and make it all right. It's not. The front desk was a bit mean girls all huddled up when no one was there and chatting with each other as you're checking in. HI - I'm the guest. How about full attention to the check in process? Saying that, they did move me to a large room based on my status with them. And the agent did, finally, acknowledge me but not as a frequent stayer. But that larger room came with a draft and the requirement of a floor heater to get the room past the 69 degree point. The hotel was kind enough to grant a later check out, but i'm supposed to have a guaranteed 4 pm check out, as a member of their ambassador program. Wasn't allowed. The gym available was at a sister property 10 blocks away. This hotel needs a refresh (which would take 3 years....which they already had available and didn't take advantage of).