My partner had booked this whole trip as a surprise for my 50th birthday. We arrived at the hotel at around 9 pm after problems with our limo from Newark.
When we arrived at the entrance i got the impression that as soon as the doorman spotted our luggage wasn't suitcases or designer versions, he didn't seem bothered to help us and was very dismissive.
We made our way to the check in desk and found the receptionist chirpy and helpful. She informed us that we had a twin queen bed room on the 29th floor, despite the fact that my partner had booked a kingsize on a floor between the 30th and top floor to ensure the best views. We decide to check out the room anyway as there are queues building up behind us.
We get to the room to find it is a disabled room with two fairly small double beds and a small room with great views. Do we stay in it just because it has good views?? We are very tired and my partner is not happy as it's not what he's paid for. So we head off back to the reception to sort it out. The staff were extremely unhelpful. The guy who initially helped us was polite and seemed positive about being able to sort things out. He goes off to speak to his superior (a guy who definitely didn't have an American accent) who was totally obnoxious and very unhelpful. After we both got a bit agitated with him, especially by his bad attitude, he agreed to try to move us to a higher floor with a king bed tomorrow.
We are unable to pack until we are moved but are assured that if we go out tomorrow our bags will be moved to the new room by 2 pm.
We get back at 4pm the following day after a long day sightseeing only to find that yet another new receptionist doesn't know what we're talking about. We can feel ourselves getting mad. Eventually she tells us that we have been moved to the 32nd floor and it has a king bed but she says we'll have to get our bags from the other room. We flatly refuse and insist that they are moved as we were promised they would be.
Bigger better room but the views aren't that good. We can't be bothered to make a fuss and we found it quite noisy overlooking Times Square so we stay put.
The Concierge staff were helpful. The parlour maid was sweet and chatty but the doormen and bar staff had bad attitudes and were unhelpful. The bar itself was very cold. On the two occasions we used it we had to sit in our coats, hats, scarves and gloves it was so cold.
If the staff had better attitudes and you could guarantee you'd get what you'd actually booked, we would probably give it another try. It is in a great location, handy for everything. Such a shame the staff lets it down.
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