This hotel is great except for the front staff. I had booked a family room (2 queens, 2 bunk beds, and a sleeper sofa) because it had enough beds for the group of friends I was traveling with. The one requirement they had was not to share beds. I scoured the city to find a room, and was thrilled when I found this room at the Tryp.
We got there around 10:30 AM and were told we could not check in. Fair enough - we were early. I confirmed with them then that we had a family room. They told me yes, come back after 3 PM and your room will be ready. Yes, you have a family room.
When we came back that afternoon, we got our keys. I again confirmed that we had a family room with 2 queen beds, pull out sofa, and bunk beds. Yes ma'am, your room is all ready. When we got up to our room, it had no bunk beds and was a very small room with 2 queen beds.
Back down to the front desk. Nobody could do anything without a manager who was busy on the phone. After waiting for her to finish, then I got the serious run around and was told that my room category had been changed by the front desk person I had talked to in the morning. Tried to tell me that I must have approved the change with her. NOT TRUE! Of course, she was already gone for the day. By this time, all of the family rooms were filled and the only room available with 2 beds was the one they gave us. So I asked for 2 rooms to get us the number of beds we needed. No, we can't do that. I found this completely unacceptable since they had queen & king rooms available. The only thing they did was give us free breakfast and a little money off of our room rate, but to be honest, that did not nearly make up for the lack of enough beds.
This is one of my biggest pet peeves with hotels. If you are going to allow us to book a specific room category, then DO NOT give us another room type, especially one that is worth $50 less than the room category we booked!!
The next day when I checked out, the front office person who originally changed our room was back, so I asked her why she put us into a different room category. She told me there was a plumbing problem with our room and she had to change it. Yeah, right. If that was true, why didn't the manager know anything about it? Did not feel as though they were truthful with us at all.
Other than the small size of the room (typical for New York) and the issue above, the rest of the hotel was great. Non front desk staff were lovely across the board and went above and beyond to help you or get you whatever you needed. The room was clean, the food and drinks at the restaurant were very good. One of my friends did complain about the noisy fan which kept her awake. And we had to close the bathroom door because there was a Strobe-like effect from the night light. You can hear people in the hallway very clearly, so if you need total quiet to sleep, this is not the hotel for you.
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