2/10 Terrible
Tomomi
Traveled with partner
Dec 8, 2025
Disliked: Property conditions & facilities
I am writing to express my disappointment with my recent check-in experience on 11/16/25 at 4:15 pm, specifically regarding the conduct of the front desk staff.
Approximately 3 weeks before my stay, I received a courteous voicemail from the manager informing me that the Suite (1 King Bed with Fireplace) I originally booked would be unavailable due to renovation. I appreciated the transparency and was told that a credit would be issued.
The staff who assisted us upon arrival—an older white female, approximately in her 50s—was rude, dismissive, and visibly annoyed when I inquired about the credit that had been promised. Instead of acknowledging the situation, she stated she “did not see any information” and would “need to talk to the manager,” delivering this in a harsh tone and with an expression that made us feel as though our question was an inconvenience. It was also evident that there had been no communication between the manager and the rest of the staff. For us, this was a simple, transactional matter. We understand that renovations happen. However, she responded with a nasty attitude, became silent, and remained disengaged for the remainder of the interaction. We simply completed the check-in and left quietly feeling unwelcome and uncomfortable.
Both my partner and I are providers in the medical field in NYC. We treat people with respect, compassion, and professionalism. Just as we were your customers, you could one day be our patient. This was a sad experience.
Tomomi
Stayed 2 nights in Nov 2025
