Upon arrival we were checked in to a room already occupied. The room occupants had recently checked in themselves. We were offered another room on the same floor, but when we entered it we found it had only double beds. Our reservation was for a queen. We then went down to registration desk (again) and, totally apologetic, were given a room on a concierge floor, due to our inconvenience. The room did have a queen bed, but was extremely small. More like a closet than a room. Next we found that there was no heat in the room. Upon our inquiry, we were told there was no heat in the entire building, but the hotel sent up a small, oil heater that almost warmed the room. Incredible! There were many additional issues, small, but irritating. We travel to NYC about 4 times per year for pleasure and this is the worst experience we have encountered.
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