No customer service at The Hotel
I booked one night at this hotel for business back in April for my stay in June. When I arrived to the hotel at around 8:30 pm at night with my client (who had her own room reserved), the front desk informed me (in front of my client and other guests) that my reservation was cancelled because there was a problem with my card. I stood there dumbfounded that 1. this was even happening and 2. it was late and I had been traveling for 7 hours. It seems that they card I held the reservation with was cancelled by my credit card company for possible fraud (company wide, not my card only) and they issued me a new card. I asked why I wasn't called to provide a new card and wasn't given an answer. There were no other rooms and he was ready to move on to checking in my client. I'll save the 45 minute drama that ensued with me asking for an explanation and to possibly get other accomodations for that night. While I was on the phone with my credit card company to see what they could do from their end, he told my client he had a suite available if we were interested and she agreed to at least look at the room. As I mentioned, we booked 2 separate rooms for our 1-night stay and didn't really want to share a room. She came back and told me there was only one bathroom and it was in one of the rooms so one of us would be disturbed if they other needed it and we'd have to take turns in the morning getting ready. She asked the front desk if he would simply give me the suite since they cancelled my reservation w/out notice and he refused and said he couldn't do that. She asked if she could simply have her room and I have the suite. He told her he couldn't do that b/c he had given away HER room!! Now we're both speechless. In a matter of 5 minutes, he gave her room away thinking we were automatically going to take the suite when he offered to just SHOW her the room to see if we'd be comfortable in it. It's now after 9 pm, we're tired, hungry and realized we were literally going to be there for less than 12 hours. We relunctantly accepted the suite. The man working the front desk was rude, short and just awful. I will say that had this major issue not happened, we both thought the hotel ammenties and rooms were fine, comfortable and clean. I probably would have given them a 4 or 5 star rating based on location and price. I left a message for the hotel manager to discuss the incident the day after I returned and 3 weeks later, no returned call. I held off posting this negative review to give her time to respond. Based on all this, I would not recommend The Hotel. There are far too many other options in NYC that I suspect can offer the same ammenities AND decent customer service. (wondering how quickly that hotel manager is going to respond to this now?)