This was my second stay at this Kimpton property in 8 months. As it is walking distance to Javits Convention Ctr, a new hotel, and a Kimpton property, we thought this would be a great choice for our stays twice yearly for a trade show. Positive things: nice, new, clean, spacious rooms; animal friendly as is all Kimpton Hotels; interesting roof top bar. NEGATIVE THINGS: Have no logical system to receive guest packages via UPS or FEDEX. During both stays, they would never alert us that a package arrived. We knew it did as we had traced it. After 15-20 minutes of searching and talking to various security staff and front desk staff they locate the box. This happened several times. However on this last stay, they completely LOST and important package we needed for our trade show even though they acknowedged receiving and signing for it. What added insult to injury, they management was so "not into" helping search for the box and made us feel that they just wanted us to "go awat". This attitude started with the general manager and trickled down to every employee we encountered at the hotel. My company was spending thousands of dollars at this hotel and we really expect some semblence of customer service. After contacting Kimpton's corporate offices in San Francisco and speaking with the admin assistant to the CEO, we finally, at least got some monetary compensation for the lost package. Well.....after this experience, we have decided to not give this hotel another chance and have already booked our August reservations at a nearby new, boutique style hotel called: Distrikt Hotel. Check it out....great reviews and from people I know who stayed there, Distrikt knows how to treat business clients and deal with a customer service issue in the appropriate way. All these Manhattan hotels have lots of competition now, and it is amazing to me how Ink 48's attitude and customer service level can keep them competitive.
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