Book another hotel NOT this one!!!!!
We booked a 3 night stay at this hotel for part of our honeymoon as a few weeks ago as we thought location was great - we have been to NYC many times before and as it was thanksgiving found it a struggle to get a room at other hotels we have originally stayed in! I have to say this is one of the worst hotels (not location wise-this is the only good thing) but service, communication, style, comfort......need i go on! The room we were in was 1601 and let me tell you the door to the room is extremely dodgy, it looks like someone has prized it open (or tried to) with some sort of tool-therefore the door has trouble opening and closing! The rooms are very dull and depressing NOT BOUTIQUE or TRENDY, feels quite prison like when you're inside, but do the staff care!!!!! They have your CC details they're not bothered! So last night we were there, we got stuck in the lift - myself and new husband along with 10 other people, it dropped a few floors, shuddered and made a funny noise then stopped! So i naturally got extremely hot in there with all the people a with all the people and very anxious when we pushed the button to alert someone and the immediate reaction through to the lift was " theres too many people in the lift" So at this point i will tell you there were 12 in the lift ( included in that 12 are 2 kids) and the lift capacity says max 16 people and 2500lbs!! So we were no where near that limit. The guy didn't say "hold on", "is everyone ok", or "don't panic" nothing but TOO MANY PEOPLE!!!
Anyway after 15mins of being stuck we finally got out-we asked for some stairs and reluctantly we were shown the 32 flights back to our room, i have breathing difficulties and anxiety and felt extremely distressed and dizzy, sick and very tight chested ( I should at this point mention that the same elevator broke down a few hours before we got stuck in it and those guests were stuck for longer-but yes after our episode of being stuck they clearly didn't close down the elevator even though there is a clear problem with it). My husband called reception right away once we reached the room and told them we would like to speak to the manager in the morning-well getting hold of a manager is like banging your head against the wall in this place, if you have a complaint or problem don't bother as you will get passed from pillar to post with no outcome at the end! We didn't get to see a manager until 3 days later, we even kept going in and left both mine and my husbands contact info in the form of an email and mobile number and still no-one contacted us. When we finally saw Monica martinez!!!!.........."what's the problem" oh and "you're not getting anything more than the 20% you already got taken off the bill") ........Really this manager has NO customer service skills or compassion or willingness to do anything, seeing as she informed us the hotel was having alot of issues and is closing down in january2013 no wonder they can't be bothered!! Basically my husband is still out in NYC working and is still going back and forth into the flatotel to try and speak to a manager and get something more than just the US tax ( which is basically what they deducted from our bill) taken off. Personally Go elsewhere people, i have photographic evidence of lift capacity etc if anyone needs!!