Upon our arrival, we received a muted greeting with someone behind the reception counter, and were made to feel like we were putting her at an inconvenience by checking in. After receiving our key cards, we were given no instructions as to how to actually get to our room, and needed to ask another member of staff.
Upon getting to the room, we got changed and went out for the evening, to try and enjoy the little time that we now had. The following morning, it turned out that we had no hot water, and again, due to our limited time, did what we could on the assumption that this was just a temporary blip on your part, and that you would not of checked us in to a room in which you knew there were problems.
The following morning, when there was still no hot water available, I went down to reception to enquire. After speaking to other guests in the elevator, it turned out that nobody had been able to shower that day, and that no information was being easily offered by any staff. One woman even commented that the staff “just didn’t seem to care”.
When I reached reception, I explained the situation and was told to talk to the manager. She didn’t apologise. The manager arrived, and again after I explained the situation (no apology offered). He informed me that they had been issues with the hot water in that part of the hotel over the weekend. When questioned as to why would you place a paying customer in a room which is known to have quite major issues, no appropriate response was given. I was then told that, if I could “hang around until mid-day” (this conversation was taking place at about 09:30), he could “probably sort something out”. I suggested to him that as I was on holiday, I might not want to spend half the day waiting for some hot water. Reluctantly, he then offered me a key to another room, where we could shower. This room was about as far away from ours as possible, and as it turned out, had a broken hair-dryer. My partner went to the front desk to let them know so that it could be repaired or replaced, and again no thanks or apology provided. As I left the shower room, I gave the key to a member of staff in reception, whose role seemed to be to point people to the front desk. I again explained my concerns with both the room and service. She had little to no interest and again, no apology.
Despite formally writing to the hotel operations manager, as of yet, I have had no response or acknowledgement.
On the plus side, the hotel is in a good location for Central Park, Time Sq etc, and just above a subway station, but despite this, I would never consider staying here again.
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