2/10 Terrible
Jill
Traveled with family
Nov 17, 2025
Liked: Cleanliness, property conditions & facilities
We booked the stay and called ahead prior to the cancellation period to make sure we could have a rollaway bed or planned to cancel so we could have our daughter stay with us. We were reassured we would have a rollaway bed in our room plus would be offered an upgrade at check in. When we got to our room, there was no roll away bed so we called and were told we were misinformed and our room didn’t accommodate a bed and they were fully booked. All they could do was offer a small beverage credit at the hotel. We tried to make the best of it but it was not ideal. One of us had to sleep on the floor (not what you’d expect for a NYC vacay), the shower didn’t drain so it almost overflowed every time we showered and we had notified them each day but it wasn’t ever fixed. We made reservations for dinner at the jazz lounge then went to check in and hostess told us there was a cover charge per person even though we would only see the jazz for 30 mins. She kept leaving and coming back and then finally came back and said it didn’t apply to dinner. The communication was clearly not happening anywhere. It’s a cool hotel but sadly the customer service isn’t there!
Jill
Stayed 1 night in Nov 2025
