Let me start off by saying that this is a very beautiful and stylish hotel. As you are nearing the new property it immediately draws your eye. A tall, sleek hotel towering above many lower buildings nearby. The lobby and sitting area on the first floor are well designed and comfortable. The rooms are small but comfortable and the higher floors offer great views. The restaurant is not quite finished yet. There is still a lot of construction going on in the areas outside the hotel but that didn't seem to effect us much. As I said it is a beautiful hotel, but that alone is not what makes a hotel stay enjoyable. It is the way in which you are treated by its staff. This is where the hotel is struggling tremendously to say the least.
I originally booked online a Cooper 3 Room for the night of April 4th. My partner and I were staying in the city over the weekend for our anniversary. I had called the hotel a few weeks prior to confirm our reservation and request a higher floor with a shower/bathtub combo. About a week before our stay I had decided to upgrade to a Cooper 5 Corner Room. I had again called the hotel a couple days prior to check-in to confirm the upgrade and to request a separate shower and bathtub instead of the shower/bathtub combo. This time I felt as if the woman on the phone was short and a bit annoyed with my request, but I decided to disregard it.
We valeted the car with the hotel around 1:00PM on April 4th. They took our bags and told us the room was not quite ready but they would give us a call as soon as it was. I gave them my cell phone number and we went for a walk to grab some lunch and explore the neighborhood. After receiving no call from the hotel we decided to just go back as it was now 3:30PM and check-in was at 3:00PM. Once we got there we waited a few minutes then they showed us to our room on the 10th floor. I was a immediately a little disappointed by this seeing as how I requested a higher floor and the Cooper 5 Corner Rooms are on floors 9-20. I felt as if they could have done better then the 10th floor. We were then showed our room and the first thing I notice was a shower/bathtub combo unlike the separate shower and bathtub as I had requested. We were not satisfied with the room. My partner went down to the lobby to speak to someone about changing rooms. He was told that they would see what they could do and that someone would get back to us shortly. About an hour went by with no response, so he went down again so talk to someone. Again he was told they would see what they could do and someone would get back to us. Again no one did. Getting nowhere we eventually just gave up and got comfortable in our room. That night we had requested a preloaded iPod for the docking station that was in the room. The iPod did not work and when we told the staff they informed us that there was no more to replace it. Upon checkout the next day we were asked how our stay was. We informed them how unhappy we were with our room and our experience with the staff. The woman told us she would inform her manager to see what they may be able to do for us so that we would want to return in the future. Again we left our number and again no one ever got back to us. A couple days after checkout a charge appeared from the hotel for $22.00. I called the hotel to inquire about the charge and was told it was for usage of the mini bar. I told her we had not taken anything from the mini bar and to please remove the charge. She told me she would see what she could do and that someone would get back to me shortly. Absolutely not! No one in the hotel had gotten back to us on anything, why would that change now. I demanded to speak to a manager to have this taken care of right away. I was eventually transferred to the manager and told her about the way we had been treated over the weekend. She did not seem to care about this. While I was telling her about my experience she seemed to try and speak over me to say that charge would be gone within the hour and was quick to get off the phone with me. It's been over 24 hours now and the $22.00 charge is still there. I have never been so frustrated with any hotel as I am with The Cooper Square.
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