Rebecca J.
Yelp
The cons outweighed the pros at this hotel. This was truly one of the worst hotel experiences I have had in my life. I always book through AMEX Fine Properties and Collections and I am always happy with the hotels they recommend. This hotel should not be on the list. For almost $600 a night, I expect much better service, amenities, and overall experience.
When I first got into my room, it was an ICEBOX. I turned on my heat, only to realize after 15 minutes that it was pumping out freezing air. I called down to the front desk and they informed me that the heat in the entire building hadn't been turned on yet since it was only September 29 (hello, it's fall.) I was shocked the hear this, as it was just a couple of days away from October and temps were in the low 50s that week. Instead of apologizing for the inconvenience, the employee at the front desk condescendingly told me that it was warm outside and basically blamed me for being cold. This was astonishing and extremely strange. Felt like I was dealing with employees you would expect to speak with at a Comfort Inn, not the Sixty Soho. They brought me up 2 little space heaters that you couldn't feel unless you were sitting 3 inches away from it to try and make up for the situation. I asked for slippers to warm up my feel (which I was surprised were not already in my room) and they brought me open-toe flip flop slippers (which obviously were not helpful to keep my feet warm.)
The next day I spent the majority of my day out of my room walking around Soho and exploring New York. I was gone from my room for about 7 hours and came back in the evening to rest up for a little before my birthday dinner plans that night. I was SHOCKED to come back to my room with the door wide open and 3 engineers and a hotel employee in my room, with the vents all open examining the heaters. 4 men, in my room, after a long day, invading my space and privacy. This is completely unacceptable. The hotel made zero effort to communicate with me to ask me if it was ok to send workers up to fix the heat, let alone as me if there was a convenient time for me, the paying hotel guest, for them to come. They should have asked me when was a good time for me if that's what they were planning to do. I was extremely uncomfortable with this situation, and they said they would need some more time to work... IN MY ROOM. INSANE!!!!! I had to LEAVE a room that I was paying for, so they could work. They were working on my dime which is not only completely unprofessional, but it is unacceptable. They should have moved me to another room to second we discovered my heat was broken and they should not have put ANY OTHER HOTEL GUESTS in that room until it was fixed. If the problem was that they were overbooked and didn't have available rooms, they could have comped me for that night for my freezing cold room. What's worse is that when I called to complain they took no accountability and actually didn't see anything wrong with it. They actually told me there was no difference to have 3 engineers in my room or housekeeping. I completely disagree as A) housekeeping is generally always women, and B) you expect housekeeping to be in your room... in the morning or afternoon, not at 7 pm. Terrible customer service, no problem-solving skills, poor experience. It all comes down to poor management.
Other cons:
-That same day I came back to my room, I was extremely thirsty, and my waters and minibar hadn't even been restocked!! Mind you, these aren't even free waters. They were waters I was paying $12 a pop for.
-They brought me champagne for my birthday, but no flutes. So we drank out of wine glasses.
-Room service from the restaurant under the hotel was sub-par. I ordered food from Bistro Leo twice. The first time the food arrived cold, the second time the breakfast sandwich I ordered was actually a breakfast burger... on a hamburger bun. I'm not sure if they ran out of bread or if that's how they normally serve the dish, but it was strange. They should put hamburger bun in the description and change the name to breakfast burger. Super weird dish.
Pros:
-Good location
-Butterfly Room is a popular club that has a line out the door but being hotel guests we could basically get in very easily each night for a nightcap and dance party.
At the end of the day, the Sixty Hotel needs to do a better job at paying attention to details, taking accountability for their faults, trying to do something to make the wrong situations right when a customer is clearly so upset with the number of things that have gone wrong to negatively impact their stay and experience. Instead, they told me "there is nothing we can do" which really means there is nothing we are WILLING to do. Despite my poor experience, none of which were my fault, and all of which I explained to management, they did nothing for me to rectify the situation.