My husband and I stayed here for 2 nights over Labor Day weekend to meet up with some friends from NYC and CA. I was very excited to to see that the Conrad is now open and after reading positive reviews on both here and flyertalk, I was really looking forward to our upcoming stay. However, I was so disappointed and humiliated that I had to share my experience.
I'm a Hilton Honors Gold member and have stayed at quite a few of their hotels. I'm generally very easy going and not the type to nitpick. However, I have experienced much better service at their lower end hotels and I'm usually not the type to care about these things.
Upon check-in, I asked if there were any upgrades available and was told that because I booked a double suites that it was the best room available, as none of them had a view. I'm not sure if this was true or not but it wasn't a big deal to me so I happily accepted. As a Gold member, I received 2 complimentary breakfast vouchers to use each morning. Since we were expecting friends over, I asked if we could use the vouchers in one sitting with friends instead and was told that it wouldn't be a problem. Our room was located on the 15th floor (their highest floor) and all the way in the back, quite a walk from the elevator. It was modern and spacious by NYC standards but the decor was also a bit bland. There were no complimentary bottled water in the room as stated in some reviews. There was a huge stain in the living area, the window drapes didn't work, and neither did the coffee machine. I tried to call the front desk that night to let them know but weren't able to get a hold of anyone as the phone just rang and rang so we decided to just go to sleep. On our way out the next morning we dropped by the front desk and let them know about the drapes and coffee machine. I also asked about the breakfast vouchers again as we intended to use them the next morning with our friends. We were then told no, that we can't use them in that manner. And of course it was too late for us to use them on that day as it was past 11am and breakfast had just ended. It is frustrating to be given two conflicting answers and thus lose out on being able to use these breakfast vouchers, even for ourselves on that day.
To top it all off, I was publicly humiliated the next morning. We went to the business center to print out our boarding passes and on our way out we saw a guest just finishing up at an unattended cart with coffee, muffins, and tea and thought it was complimentary since this is the case in some hotels. I proceeded to check the tea flavors available and from across the atrium a woman yelled "Excuse me! That is for guests of the meeting only!" I didn't appreciate the fact that she made us look like crooks to everyone there.
Overall, the hotel was a huge let down. There was a huge stain in the living room floor, the coffee machine and drapes in our room didn't work, and there was poor communication by the staff (if you can even get a hold of them). The location is poor (far away from subways) unless you want to stay by battery park and the 9/11 memorial. There is a Shake Shack and North End Grill next door where we dined which was good. I will not stay here again nor recommend it to anyone.
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