Rude, argumentative staff Posted Jun 21, 2015
Not sure what is going on at this hotel. The location is perfect, you can walk to theaters, museums and some great restaurants. The rooms are big ( the bathrooms could use some updates ) and the views from the higher floors out over Central Park are beautiful. That being said the service is unbelievably bad. We were given 3 rooms in the first day of our stay. The first already had occupants, the second not what we booked, the third finally what we had booked, but the ac wasn't working properly. We made repeated requests at the front desk ( they don't answer the phone much )but the only help we found was from housekeeping. They brought us a box fan. Other oddities: no information about anything at check in or in the room, not even when check out is or about the restaurants in the hotel, no coffee maker in the room, refrigerator in the bathroom- yuck!, out right rude and argumentative concierge and wait staff, you have to call for ice- our average wait was an hour, our suite had a set up for a bar but no glasses or beverages. Lastly, my favorite- the daily $30 plus taxes non negotiable fee for your FREE wifi and phone and a daily reception. We are well traveled and have had our fair share of problems to solve while traveling but what do you do with pervasive bad service in the face of reasonable requests- you write your first ever negative hotel review.
Comment from Hotel Management
Jul 6, 2015 by Hotel Manager, Hotel Management
Thank you for sharing your perspective, as a valued guest at the Park Lane Hotel New York on your recent stay. It is always our intent for our guests to have a memorable experience that is relaxed creating personalized instinctive service for which we are known and continue to make improvements. We do sincerely apologize for our short fall as we continue to improve our processes and standards through your valued feedback. The Hotel has a retro historical feel that dates some of the rooms and we apologize for any short comings if we have not delivered a room to your expectations. Although there is era age to the room amenities, we do receive very favorable comments on out cleanliness and housekeeping services in which our associates take pride in. We do hope that you will return so we may meet and exceed all your expectations.