It was not a relaxed stay. We booked the Medium Skyline room and only found out during check-in in the evening that the skyline view is not a guarantee. We ended up with a room facing a residential building. The nighttime manager tried to explain to us that a “Skyline” room just means a room located on the 9th floor and above, but doesn’t guarantee a room with a skyline view. I told him that the advertised picture of the room type is misleading. The way he explained it made me feel like I was making a fuss and should just accept it for what it is.
As I insisted that was not the skyline room I booked, he promised to change rooms for us the next day. He did, but we found out that he gave us an accessible room, which was smaller to give room for a larger bathroom. The sofa, chair, and desk were all removed. The previous room came with a turntable, which also did not exist in the accessible room. The bathroom design was also different—the shelves were removed, and it lacked the aesthetic and layout that the previous one had. On top of the change to the layout and aesthetic, even though we were given a room with a skyline view, we were also in full view of the other rooms. It again lacked privacy.
We had jet lag, so we woke up early around 4am, took a walk, and had breakfast outside. When we returned to the room around 9am to try to rest some more, it was not possible. Housekeeping started cleaning other rooms very early on, and we kept hearing the sound of doors slamming and banging throughout the whole morning. This hotel is not considerate when it comes to the comfort of the guests' stay.
They also have events during the evening. When we came back to the hotel around 9:30pm, the hotel lobby was blasting extremely loud music. It was like a dance club with the speakers turned up to the maximum volume. We were traveling with our one-year-old baby, so that was pretty disturbing as we walked past the lobby to the elevator. You don’t feel like you are coming to a place to relax. It was a stay full of unnecessary interruptions.
We were hoping to have a much more pleasant stay given the high reviews online. We are disappointed that the hotel sells a vibe, but guest comfort is not their priority.
I’m trained in hotel management, worked in hotels, once worked as a hotel evaluator, traveled a lot, and stayed in a lot of hotels in NYC. I’m not naive and expecting 5-star service, but their ethics really don't match their price tag and what their brand is selling.
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