The Very Definition of TERRIBLE
I recently had the misfortune of having to stay a night at the Hotel Pennsylvania and afterwards I thought long and hard on how to put into words just how terrible this hotel was. I'm afraid my words won't do this abomination in the heart of NYC much justice, but I will do my best.
We arrived at the Hotel Pennsylvania around midnight and were immediately serenaded by the sweet sounds of a thundering jackhammer on the sidewalk right next to the entrance. Once we entered the building, we had to wait in line to check in. This normally isn't an issue except that it took over 40 minutes to check in at 12:00 AM on a Thursday. The receptionist had a very cold demeanor but got us checked in. At this time of night, after a long flight, I could hardly wait to get into my room and lounge on my king size bed and feel the sweet relief of the cold AC. Upon entering the floor which I was staying on, I was smacked in the face by an overwhelming stench of cigarette smoke. I should have taken this as a sign of things to come but I trod onward.
I swung open the door to my room and was taken back in disbelief. Instead of the king size superior room I had reserved, I had been given a double bed and the air conditioning was broken. At this point it was 1 AM and we were too tired to fight it. My wife and I love each other very much but this made for a long, cramped, sleepless, sweaty night.
The next morning when we went to check out we made sure to mention all of this at the reception desk and asked to speak with a manager because of our experience. I was immediately greeted coldly by the manager and told that I was "upgraded" from my king room to a Penn 5000 double bed room. I had no idea it was possible to upgrade from a king bed to a double bed. The tone that was given to my wife and I was very much intended to inform me that I had been done a favor and I had no right to be complaining. I was also made aware that my "upgrade" included a free breakfast, which was of no consolation to me since that was the first I had heard of it and breakfast was long over. I told the manager that none of this had been even mentioned to me upon check in and she responded with nothing more than a shrug and a very smug "sorry".
There were plenty of other customers at the front desk even while we were there that were complaining about how awful the hotel is and being met with the same unconcerned and completely unhelpful tone from the management. The management are outwardly rude and do not hesitate to convey a tone that suggests there is nothing you can do about it and they know it. I would never stay at this hotel again, even if it were free. If you value being treated like a worthwhile human being and sleeping in the room your hard earned money paid for, DO NOT STAY HERE. I have stayed in $50/night Travelodges that had better customer service and nicer rooms than this. I realize the location is fantastic, but the mismanagement of this "hotel" far outweighs the convenience. The only way you will enjoy your stay here is if you are a masochist.