Nice Elegant with Rude Staff Posted Aug 21, 2015
The room was great and conveniently located at Times Square. This review is more about the staff and check in. Anytime I book a hotel online using a third party like Travelocity, I always call the hotel directly to double check my reservation and check in. When I called a few days prior to my stay, the staff said my room was not guaranteed! I called several times and asked to speak with a manager and they kept telling me that if I book through a third party website such as Traveloity or any other hotel online website, they do not guarantee the room. I told them I had already paid for my room and they said it was first come first serve if I booked it this way. I was really angry and the manager said their was nothing I could do about it. I was coming from California to New York as a family trip with my 2 young children. So we took our chances, and got to the hotel at 6pm. The hotel check in was at 3:30p and when I checked in, they were able to get me the room I originally paid for, but they told me the room was not ready and needed to wait another hour! I was so mad because I waited in line for 30 minutes to check in, and now the room was not going to be ready! We were tired, hungry and felt we were being looked down on. When my husband found out, he walked up to the same staff person and told her to get her manager. Her manager came and got us a clean roof immediately. So, I guess we are better off paying for a cheaper hotel rather than a fancy hotel with snobby attitudes!