2/10 Terrible
Alicia, Bronx
Traveled with group
Aug 30, 2025
Disliked: Staff & service, amenities, property conditions & facilities
We arrived at the hotel at 10 PM and immediately began the check-in process. After 10 minutes, the staff member assisting us didn’t say anything and kept staring at his computer. When I asked if there was a problem, he nervously smiled and said yes without explanation. I asked for clarification, and he told me my reservation showed the 27th–28th, even though I had already paid around €80 to change it to the 25th–26th. I showed him the invoice from the Expedia app, which he photographed. After about 20 minutes, I mentioned I needed to retrieve my luggage from a nearby storage while he resolved it, but upon returning, he told me it was better to come back the next day, as the date change didn’t appear in his system. I had already explained that my return flight was the next day, so that wasn’t an option. I requested a refund, which he denied. I stressed that this needed to be resolved, as I had paid and spent over two months trying to contact them, and even Expedia received no response. Finally, around 11 PM, we were given a double room with broken curtains, a damaged toilet lid, and a bathtub in terrible condition. The service was extremely unprofessional. They only gave us the room because the lobby was crowded. This felt almost like a scam.
Alicia
Stayed 1 night in Aug 2025