Ashley A.
Yelp
I recently stayed at the Edition Hotel Times Square for three nights over Labor Day weekend with my fiancé to celebrate our anniversary. Unfortunately, the service we received was far below the expectations we had, especially given the price we paid for our stay.
From the start, our experience was disappointing. Every time we requested something via the phone in our room, we had to follow up by going downstairs to the front desk, as our requests weren't fulfilled otherwise. The phone in our room wasn't working properly--it was constantly blinking but non-functional. We requested that someone come to fix it, and when an engineer arrived, instead of addressing the issue, he accused us of smoking or vaping, which supposedly caused lights to malfunction. As a dentist who has never smoked or vaped, I was shocked by this baseless accusation. Despite our assurances, he continued with his accusatory tone. It turns out there was a mix-up in the notes, and they thought we reported an alarm light issue instead of the phone problem. This was just the first of several frustrating encounters.
Additionally, we requested an iron so that my fiancé could prepare for a Broadway show we were attending. After waiting for 30 minutes, we had to call again to avoid being late. The iron eventually arrived, but only after significant stress.
The hotel itself is beautiful, especially the bar and lounge area. We decided to use our credits one evening after a show, but the experience there was equally disappointing. A waitress named Kara, with blonde hair and a nice haircut, repeatedly ignored my fiancé's attempts to get her attention. Despite his polite attempts, including getting up and approaching her, she dismissed him and continued to be attentive only to the table next to us, who happened to be white. I don't like pulling the race card, but it was hard not to notice the stark difference in how we were treated compared to others. Thankfully, a host named Kevin noticed our frustration and stepped in, providing the level of service we expected from such a high-end hotel.
On a positive note, the front desk staff was very pleasant and accommodating, always willing to help with any issues we had. The doormen on the first floor near the entrance were also consistently nice and welcoming. I want to make it clear that not everyone we encountered provided subpar service--some of the staff members were truly excellent.
Additionally, the hotel's diffusers smell absolutely lovely. They even sell them on their website, and I would highly recommend either the diffuser or their candles. Their bath and body products also have a fantastic scent, and I thoroughly enjoyed using them during our stay.
My fiancé, who had planned this trip as a special surprise, was deeply disappointed by the service we received. He has vowed never to stay at the Edition Hotel again, and honestly, it's hard to blame him. While I'm usually optimistic and reluctant to write off an establishment based on one bad experience, the series of events during our stay was too significant to ignore.
I sincerely hope that the Edition Hotel Times Square addresses these issues and ensures that all guests receive equal and excellent service in the future. It's disheartening to feel dismissed or treated as less than, especially when you're paying a premium for what is supposed to be a luxury experience.