This place.
I booked this place when I was trying out the Hotel Tonight app for the first time. While it has been my experience that when booking through 3rd party sites that occasionally room quality slips a peg or two, service usually does not.
I'm not one for unenthusiastic reviews on yelp but, my experience here was seriously lacking all because of one food related incident that happened way past the hours where I should have to brain for someone else. But, before I let one experience bias me against the whole stay let me break this down into "ok" and "not okay".
Check In: Totally OK. I booked through HT and they have a feature where the check-in is handled for you. Since I was arriving late night I figured I'd take full advantage of this feature, so, all I had to do upon arrival was present my ID (HT had handled all the details) and head up to my room. Perfect. No problems.
Lobby and General Atmosphere: The lobby is swank. As a New Yorker who has recently moved across the country any time I run into a good urban design sense I'm all over. I also just love red.
Room Service: Here is where the problem happened. I arrived late in the day. I had been in transit for hours. If I felt capable of going out into the wild and gathering food at 10:00 at night, trust me, I would of. But, I didn't. I was hard core jet lagged. Chilled to the bone, without gloves. And desperately in need of sleep on something that wasn't a shitty United plane seat. But, between me AND sleep, was this tiny seething persistent matter of food. So, I called room service. Food ordered. Wonderful. Great. Sure this meant I couldn't get naked and shower for another 30-60 minutes while I waited for the food to magically appear but, at least it meant I could relax and lay on the bed. Or so I thought.
40 minutes went by until the same front desk attendant who checked me in arrived holding two brown paper bags and a water. I felt perplexed but being close to midnight I wasn't going to ask questions. Why paper bags? Room service in brown paper bags? Really? Am I supposed to consider this trendy? I'm really not sure. But, food is in it right? So, onward. The staff member presented me with a check for around 20 dollars with no gratuity included, which I signed and handed back to him. Grateful for my food and generally being in a good mood, I tipped the staff generously, about half of the check in cash. After he took the cash tip, he said "Gratuity is included". *Awkward pause of silence* "Okay" I said, thinking back to not seeing it on the check. "Well, then you can always give the cash tip back...." I said, hoping he would do the right thing and not tip himself twice - given that the check he handed me included no gratuity. The staff member just cocked his head to the side and smiled coyly. No, that isn't really the appropriate response when you've just double tipped yourself to the tune of 15-18 dollars. Really just wanting to eat food, shower and sleep, I said "Just keep it" and waived him off. Done, right? No. Not done.
When the put the bags of food on the desk to eat. I realized I had the wrong order or rather my order plus the order of the complete stranger. I probably should have stopped there and just taken the double order as a bonus for the staff member who just ran away with a double tip. But, thinking about the other person sitting somewhere in the hotel without any order at all, I called the front desk and said "A member of staff just gave me someone else order" After another 20 minutes the same staff member that had made the original mixup came back up and took the wrong order of food and water back but, not first without asking me "Where's the other check? This means you signed for the other persons order!" in an accusatory tone as if it was *my* mistake and not his via giving me the wrong check and the wrong order. He then asked me to look around the room for the other room's check. In this time, not only has my order of food gotten cold, it's been another good hour and a half where I've been delayed from relaxing because of this staff's mixup. In the wee hours of the night dealing with staff incompetence is just about the last thing anyone ever wants to do when they should have been sleeping hours ago.
The bed was nice. The shower coffin-like and left me feeling like I've had more room in pod hotels around Asia. The staff -- the staff might be the nicest people the world over -- but, christ, get your room service together OR don't offer that service if you have staff who can't make heads or tails of A) Who ordered what B) What order is going where C) When it's appropriate to apologize and take responsibility for your mistake and D) Realize when you should think of the guest and not what works best for you (e.x. delaying me further to ask me to search the room for the lost food bill).
In short: I wouldn't stay here again. The lobby was nice. But, I wouldn't stay here again. read more