Rebecca H.
Yelp
The reason for my stay was bringing my mother, who has cancer, to Manhattan for her 60th birthday. I called the hotel 7 times prior to my stay, leaving messages with the staff I was directed by reservations to contact, because I wanted to arrange a fruit basket or champagne in the room as a surprise upon arrival. I clearly expressed that I was willing to pay a premium for this service. I never received a call back, and my calls were never answered. Even after checking in and informing the front desk of this, we still were never able to arrange any type of fruit basket or champagne delivered to the room (again, we were in no way asking for this for free). I was told I would receive a phone call from the department that handles those requests and that phone call was never received. I tried calling the front desk from the room multiple times and was never answered.
Upon arrival at the hotel, we noticed the bathtub drain was closed and there was a clear line of film of dirt and grime around the edges and in the base of the tub. Aside from the dirt, it was obvious it hadn't been cleaned because the drain was plugged. We called the front desk to inform them of this situation, and our calls were never answered. We called repeatedly over the course of several hours and were never answered or responded to. We attempted to speak with the front desk, but the line was so incredibly long and moving so slowly due to only 1 or 2 front desk staff working we opted to just clean the tub ourselves.
After an abysmal and incredibly overpriced, frankly disgusting continental breakfast that consisted of only juice and bagels for $40pp, we arrived back the door was locked. My key was not allowing me in. The door was completely shut and locked. After knocking and repeatedly trying my key, a member of the cleaning staff opened the door and said he needed 15 more minutes. We said no, we needed to get into the room, because my mom needed to take her cancer medication. We entered the room to find no cleaning supplies, clean towels, clean sheets, or any indication of cleaning whatsoever, and the cleaning cart was nowhere to be found, not even out in the hallway, clearly indicating he was not actually cleaning the room. Shortly after he left, we noticed my mom's cannabis vape pen for her cancer pain was gone. It had been sitting right on the nightstand, we completely searched high and low (even though she never replaces it because it is entirely necessary for her pain management), and it was nowhere to be found. We soon noticed her prescription bottles were gone as well as several small designer accessories. I have never been stolen from by hotel staff, and I am shocked that he chose to steal my moms cancer medication that is clearly labeled with a medicinal label. We knew it was the perfect crime, because we had no recourse. It's our word against his, and he would obviously deny it. However, it has never been lost or misplaced, and there was no cleaning cart and no cleaning supplies or linens of any kind present in the room.
The thermostat and temperature control in the room did not work. No matter what we set it at, it stayed at 69 degrees. It was humid and miserable. We again tried to contact the front desk, but our calls were not answered and the lines for the desk stretched to the door. At this point, I attempted to call corporate, where after calling one number 3 times with no response, I tried another, and then finally another, and was finally answered. I opened a case regarding a portion of this feedback. The woman on the phone blatantly told me there was nothing she could do besides file it away.
Even without the theft, the hotel was dirty, the food was disgusting, the drinks were horribly made, the hotel front desk was incredibly understaffed, the room was uncomfortable and small and INCREDIBLY dirty. We had an absolutely horrible experience and I would never recommend any stay here, or even step foot in here without gloves and hand sanitizer.
