Over Booked and Rude
This horrible story starts with attempting to check into our room at 4pm after a long day. Was told that the room was "Dirty" and that the room on the 27th floor that we paid extra for would take an hour or so to clean, but if we didn’t want to wait we could take a room on the 16th floor, but was advised that we should wait for the better room so we did. Over an hour had passed and no word on our room, so I asked the front desk. They said it was ready and attempted to give us the room on the 16th floor. Asked what happened to the room on the 27th floor, they had no answer. After a long debate, we took the 16th floor with a credit for the extra paid for the premier room and free breakfast for both mornings. The room was GROSS! Dirty, uncomfortable, view was of a window cleaning cage filled with Cig buts and soda cans. The Beds were dirty and hard as a rock. I immediately went to the front desk and requested a change. They "had no rooms left" (I heard this about 30 times) I asked for a refund so I could check into another hotel and the front desk "Manager" said she could not do that. Finally we called the front desk from the room and the person was able to get us out of the reservation. We went down two blocks to the Hilton on 42nd. The Hilton was 1000 times better, 42nd floor, clean, comfortable all of what an expensive hotel should be! Bottom line, this hotel is a hit or miss type of place, so cross your fingers if you make a reservation!