TripAdvisor Traveler Rating

We had the misfortune of encountering Lily at the front desk as we were checking out. We had been advised the night before by a gentleman at the front desk that although they couldn't officially offer a late check out it wouldn't be a problem and we could just run up and change clothes and get our bags when our conference concluded at noon. Lily said that no one would have ever said that. I asked if she was saying I was lying? She said that it didn't happen. She was very discourteous, almost angry with us. We were only doing what we had been told we could do and didn't know any difference. She made a new key that would let us back into the room so we could collect our belongings. She said it would only work for 10 minutes and that I better go NOW! What terrible customer service! At this point our tardy departure had done the damage so why not display graciousness and simply ask us to do what we could at that point to make the room available as soon as possible so that housekeeping could prepare it for the next guest? In contrast to Lily, when we were up at the room we encountered a maid and someone who seemed to be overseeing housekeepers. They were so friendly and kind and thanked us for staying with them. They were probably the ones we had inconvenienced the most but they weren't rude or unkind like Lily. It's unfortunate when an operation that is otherwise very nice and staffed by good people has a representative like Lily. It certainly colored our impression of the hotel and would likely cause us to look at other options the next time we visit the City which is 2 to 3 times per year. General observations: Great location! Property is clean and modernized. Room was roomy, especially for NYC. We had a View Room that had partial views of Times Square and even the NYE Ball. We ate at the casual restaurant and enjoyed our salads. The Concierge closes at 6pm which seems oddly early for that service but other staff were happy to offer dining suggestions or directions. We really enjoyed our time at this hotel and it would have received 5 stars if we hadn't had the misfortune to encounter The Lily.

Love the place I only stayed for one night but I felt like 3 days. I probably come back and enjoy this place next time. I wish I have more time. Very recommended. Stuff is very kind and accommodating helpful and welcoming. I will definitely recommend this place to my friends.

Beautiful and clean hotel, all of my interactions with the staff were wonderful from checking in to the hotel with Patricia who was friendly and welcoming to having a post dinner drink at one of the lounges being served by Cheryl who was kind and attentive to our needs. We will be back!

good points: ideal location, clean and spacious rooms, properly furnished with amenities, very well equipped gym also, accessible 24/7. negative points: attitude of the staff at reception, who quickly seem annoyed when asked (we had to ask my partner and I to get a second key to our room) it was the same with the restaurant staff, showing us their Annoyance when we asked for two glasses of water. We weren't lucky this time. note nevertheless the kindness and availability of the staff in charge of security at level 1 (streets)

My daughter and granddaughter and I stayed here a week to celebrate granddaughter’s college graduation. We were blessed to have a view of Times Square. There was something to see at all hours. The room was large and great service. It is an adventure in itself to stay here. Great staff ready to help adds to the stay