Garbage customer service, mediocre room (w. carpet stains), good location
I reserved a room here when my apartment was flooded during Hurricane Sandy. Granted, tensions were high for everyone during that difficult period, but the way they handled my situation was deplorable. 
Rooms in Manhattan were nearly impossible to come by that weekend. I managed to find my room here on Kayak, with a check in time at 3pm. I show up at 3:00pm sharp, hoping to get ahead of the already long line.
When I finally speak to someone, they inform me that my room "is not available yet" but should be ready in "45 minutes to an hour." They did this to me 4 CONSECUTIVE TIMES before finally admitting that they weren't sure how long it would be until the room was available. 
It wasn't until 10:30pm that I was finally granted access to my room. That's 7.5 hours gone out of a 19 hour reservation.
To be fair, the manager there, Francisco, told me he would allow me to cancel the reservation and get a refund. But from a logistical standpoint, what was I going to do? By the time his "generous" offer came at 10:30pm, rooms were completely booked. Unless I wanted to sleep on the street I was stuck. 
I feel like this was a backward way of gouging the consumer. I'll never go back here again.