Ellen G.
Yelp
The hotel itself is an amazing find! A converted brownstone tucked into a quiet block on Irving Place. The rooms are huge, especially for NYC standards. And the ceilings, furnishings, linens (frette) & every touch are a special treat. So why only 3 stars, you ask? I had a poor experience that escalated quickly because the staff isn't trained for the standard of customer service that the guests of the hotel deserve.
On our second (and final) night, our television turned on, full blast, at 4:30a. Startled, I jumped out of bed, turned the TV off, called the front desk to let them know & then spent the next 1.5+ hours trying to get my 2 year old back to sleep. And then it happened again at 7:30a.
I mentioned it as we were checking out a few hours later & the front desk staff told me that it was not possible that it had happened. Yeah, I imagined it. Or better yet, I made it up. I asked that she have a manager contact me to discuss.
By 5p, I hadn't heard from anyone so I called again, only to be told that the manager was too busy to speak to me & again, that it is not possible that the TV would have just turned itself on. And worse, this staffer was condescending & rude, instead of apologetic.
Despite multiple calls since checking out last Wednesday, I have yet to hear from anyone in management. And anyone I have explained the situation to has taken the same stance. It never happened before & it hasn't happened since, so it couldn't have happened.
Such a bummer that this amazing place comes with an untrained staff that lacks customer service skills.
Worth taking your chances, with open eyes...