NO APPRECIATION FOR LOYALTY!
I have loyally stayed at On the Ave for about 5 days a month (give or take), every month, for the past year and a half (at least) and dropped tens of thousands to stay at their establishment. I have also referred customers to them. 
At the end of June I stayed with them for 7 nights ($2,800) and was planning on returning for a couple days 2 weeks later. I always book online, somehow at the time of booking I booked a non refundable rate. I think it was a glitch in their system because not only have I NEVER booked a non refundable room because I need the flexibility if I have to cancel (they rarely offer a non refundable rate anyway) but my cc wasn't charged until the day I was supposed to check in. So explain to me how I booked a non refundable rate that taps your cc instantly and it didn't charge me until 2 weeks later. This is how I can prove it was a glitch. Not to mention, I have always booked the 30% off rate which is the best one during the summer and I can still cancel up to 24 hrs before my check in if I have to. I wouldn't risk booking a rate to save $30 when I often have to change the dates of my trip. Either way, I had to cancel this reservation. I was lucky enough to hear back from Scott (the reservations manager) once, who told me he would talk to accounting and see what they can do. Not only did I never hear back from him since, but cant even get the courtesy of a phone call back after numerous phone calls and messages. So $462 later & 2 1/2 months I've realized I'm not gonna catch a break from them and therefore I am writing this review and booked a room for 5 nights at the boutique hotel across the street which is cheaper and WAY nicer (newly renovated). 
I am beyond disgusted with this hotel. I've looked past the mistakes they've made yet they cant refund me or at least give me a room upgrade as an apology and thank you for the loyalty I've given them over the past couple years. ESPECIALLY after dropping 3k a couple weeks before!!!
This experience has made me realize all that I've put up with from OTA. I've have waited numerous times over an hour to get fresh towels in the morning. My husband flew in on a red eye to meet me in NY & had to wait over an hour for towels after I had already called down over 3 times 1 hour prior to his arrival. I have been late for meetings because they are so slow with providing fresh towels.... a basic amenity of a hotel, like sheets, a bed, a shower...! They are slow on cleaning the rooms unless your prepared to be out by 7am. The refrigerator in the room has only worked twice in all the times I've stayed there. So they're charging you $10 for a warm soda, laughable. Oh and the hairdryer caught on fire in my hand, actually caught on fire & melted, after a "pop" explosion right in my face. When I immediately let them know this they made me feel like I was crazy, or like I did something to cause this, not the fact that they provide 10 year old cheap hairdryers that are a liability for the hotel. They did give me 2 free drink tickets to Serafina for the "inconvenience" though, WOW, thanks guys! Customer service is clueless.