New Hotel- Nice rooms- In need of major management overhaul
The bad news started the night before my reservation, I had called the hotel desk, "Mike" to inquire about upgrading and paying for a larger room- this person was rude, lazy and lied to me about the process and hung up. When I tried to call back he refused to answer. This is unacceptable and call the VIP Expedia line to cancel this hotel as I would not be treated like this! Unfortunately the expedia person was very unhelpful and not willing to assist! I chose to call the day of my arrival and spoke to a very helpful front desk person who was not suprised by Mikes behavior and assured me that he will be dealt with and no longer work their. Also was very willing to accept my extra business for a paid upgrade. This was easy- great room- (1802) All is New. Now for the rest....we needed the sofa bed made up for my extra guest- requested 3 times and never was done. When someone finally showed up she only had pillow to drop off, not aware nor willing to "turn down" , was not aware of where to get sheets or what size- She was not even aware of the name of the hotel! ( I am serious) I called later to complain about this situation and was assured that an adjustment would be made on my bill. Whwn I awoke in the morning the bill under my door failed to reflect this promise. ANother staff member failed to holds their word. The day manager was the best of the lot and did make an adjustment that was fine with me. I will give them another try- seems to me that a new hotel in Midtown NYC should hire sharper employees, the Mgyr gave me his card and promised on my next trip it would be better- I will be calling to take him up on it. The location and the hotel itself is great-Just need to get the staff in line and in order.