Hotel Pennsylvania has only one advantage: its location. Situated in the heart of NYC, it is within minutes of many train stations, restaurants and shops. The hotel itself, however, leaves much to be desired.
To begin with, the reception area is a disorganized mess. Lines are always long and the staff is surly and communicates very poorly. A word of advice to management: hire people who have basic manners to deal with your clients. Some of these desk clerks are unbelievably rude and unwelcoming. Furthermore, there is no separate area for guests who have checked in to go to with complaints or requests. This is irritating.
Our first night was horrendous. Although we had requested a superior room, we were placed in a dump on the 2nd floor because we requested twin beds. The desk clerk should have communicated this clearly. The floor smelled of smoke, my hair smelled of smoke the next day and the sheets were stained. Mold was growing on the ceiling, there were large stains on the carpet and the hair dryer wasn't working. The sheets were made of polyester and the decor was from another century.
We had to speak to a manager over the telephone the next morning and had to waste time moving to the room we should have been in from the start. The new room was better but still had problems that are unacceptable: the bathroom was very moldy, the door did not lock properly and the sheets were the same cheap type.
I expect hotels to be clean and for service to be courteous. Hotel Pennsylvania is filthy and the staff is disgraceful.
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