TripAdvisor Traveler Rating

AVOID! Please read recent reviews and consider these before booking Hotel 57 LuxUrban - New York Everything was ok until trying to receive our $150usd security deposit back. The manager is good at 'cut and paste responses' which we assume, are still left unresolved given the terrible feedback and many people waiting for their money back. Please consider staying elsewhere! Staff are lovely to your face but the minute you challenge about the refund...you are met with sarcastic, snippy and rude attitudes. We can empathise for those poor travellers who are still waiting for their refunds for whatever reason. Some are owed thousands! Please do not offend us with your stock standard cut and paste apology email - perhaps you could give back the money owed to people. Interesting to read all the recent negative reviews of your hotel across many booking platforms!

My husband booked this hotel for our NYC trip. Location of the hotel is perfect but this is where everything ends. Rooms are very old and dated and AC is so loud that you have to choose wither being hot at night or being cool but not able to sleep. Hotel advertise that they provide breakfast and that was very important for us, to have breakfast included as we were traveling with the toddler who is under 2. We did not want to wake up in the morning and then go out trying to find the place to have breakfast. To our big disappointment, there was no breakfast. Just few apples. No coffee either. Second morning the same scenario. So we have approached the staff at the reception who were not apologetic at all and in actual fact refused to talk to us by directing to the manager. The manager who seem never be in the hotel or actually avoiding complaining customers because they don't know how top deal with it. On the day 3 we have asked for managers email and were given general managers email too. Emailed both. GM replied by literally confirming what staff said "breakfast is free, and if there is nothing then feel free to arrange your own". No need to say more as i understand why staff is rude, because everything comes from the top. I work in the hotel industry and in customer service for 15 years now, not on earth that i would allow my staff to talk to customers this way and not provide any solution for their problem. Being in an industry for so many year we have learned that complaining customers can become our most loyal guests if you treat them right. We had second reservation with this hotel which we have cancelled following our disappointing stay. We booked via booking.com with having an option to cancel. Cancellation policy says that money will be refunded within 30 days. Its more than 30 days since we have cancelled the reservation and we still did not get our money back. No response from the hotel either. People managing this hotel are very ignorant and do not care about their customers. I will never again stay here and will not recommend this hotel to any of our friends, family or business partners. Not in a million year!

Like many reviewers, I booked a room for a 3 night stay at this hotel in early March of this year but had to cancel my reservation. I did so within the cancellation window but my credit card was charged the full 3 night stay. To date (50 days and counting) I have not received my money back (over $1600 Canadian). I was in contact with the hotel directly and have emailed and spoken to Wyndham Customer Care multiple times and after providing my credit card statement I have been told I will be issued a refund by cheque but that it will take another 30 days for it to be issued. To have cancelled a reservation within the appropriate time frame and to have to wait (at least) 80 days for a refund is TOTALLY unacceptable! I will NEVER book a hotel with Wyndham again.

Not sure why my initial review was deleted. Anyways, my great stay started when I booked with the hotel direct. I spoke to Elizabeth who was super helpful and made booking very easy. When we arrived at the hotel we were greeted by Nam who was also very helpful in bringing our luggage to the room. We were here for 11 nights and the staff treated us like family. Every staff member we encountered treated us very kindly (except the muffin lady). There was a bell hop can not remember his name but he was great every day!! Housekeeping was amazing, always got the room clean while we were out for breakfast . We were here for surgeries so that was important so we could chill in the room during the day and not worry about house keeping interrupting us. Location was great, close to every thing you could need. I also found this hotel to be more quiet at night and during the day in regards to outside noise which was great.

Amazing! Very efficient, comfortable, personal very kind, I will come back again to this hotel and recommend it. They even found me a cab to the airport. The breakfast was simple: just pastries, fruits and coffee but it was enough. It's near to turistic points, walkable distances.