This was supposed to be a nice stay in Manhattan for my birthday. I have been a Starwood member for 10 years and have never had an experience like this before. Your beds are always beyond comfortable and these are the only good words that I have about this hotel.
We booked this trip based on the information presented by your web site which stated that you have a pool.
First, may I begin by saying that the room that we were offered was two doors down from the elevator and can I tell you that I was up all night listening to the elevator going UP and DOWN. I repeated tried to fall back asleep only to be woken again by the repeated sound of the shaft going up and down.
Second, I am a swimmer and I expected to do my laps on my birthday morning. I called down to the front desk to see what story the pool was on. I was told that the pool was unavailable due to renovations. I was not offered the pool at another location. Upon checkout, I asked to speak to the manage who verbally apologized but did not offer any kind of courtesy due to our horrible experience. She then stated that we could have had our room moved in the middle of the night if we would have complained about the elevator noise. Well who wants to be relocated in the middle of the night??
Then she stated that the pool was under and emergency renovation and that I could have used another location down the street. Well why wasn't I told that before I was fully clothed and ready to check out. I specifically call down to ask what level the pool was on. Now, upon checkout, I am offered to go down the street to anyother location? Not to mention that it is 50 degrees outside and I would be walking back with a wet head or would have to pack additional items to shower there.
Boo, boo, boo to your lack of attention to our disappointment.
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