TDLR: receptionist shouted at me 'You are a fucking liar' in front of of other customers and staff members, and became aggressive, resulting in me having to check out 4 days early and pay to stay at an alternative hotel for the remainder of my stay.
Here is a timeline of the events which unfolded:
1. 11/03/2026 - since arriving on 08/03/2026 there had been no attempt by housekeeping to clear the rubbish, provide clean towels, general clean up of my room or any maintenance of my room. I inquired with the receptionist, known as Hector, when this would be. He told me it would be either today or tomorrow. Nothing was done on 11/03/2026.
2. 12/03/2026 - before leaving the hotel in the morning, just to double check as nothing was done last night, I spoke with the receptionist, who I was told was something by the name of Rodrigo or something similar - it was difficult to get his name, as will be explained later, that it would be today or tomorrow. Again nothing was done 12/03/206.
3. 13/03/2026 - before leaving in the morning, I spoke again with the receptionist, who was the same one I spoke with on 11/03/2026. He said it would be done today. Later when I got back to the hotel in the afternoon, after 3pm - bearing in mind the cut off time for cleaning is around 4pm, nothing had been done. I went down to the lobby to speak with the receptionist, name Hector. I explained I had been told since 11/03/2026, housekeeping would clean my room but nothing had been done. He immediately became defensive, said he hasn't said that and flat out said he will not apologise. As a customer with a legitimate issue, being provided conflicting information with no end result, I was more within my rights to question what is going on. At no point, did I raise my voice, shout or abuse any member of staff. I asked Hector if he understood why I would feel frustrated at the situation and he said it's not his problem. I asked him if he works for the company and he remained silent. He said he's not speaking with me and walked off. Not only did he not listen, but walked off without rectifying the situation.
I managed to flag down another staff member, named Shelly Ann, and I explained exactly what had happened with no cleanup of my room, and the previous receptionist walked off. She immediately said they couldn't have said that and denied any wrong doing. I explained Rodrigo, I believe his name was, also said the same thing. She said that's impossible as he was not working on 12/03/2026 - when in fact he was - she didn't even check this. Rodrigo arrived whilst I was talking with Shelly and he told her he was working and he did speak with me. Already the staff member Shelly hadn't checked correctly before saying I was making things up. When Shelly asked him why he had said that housekeeping would clean my room on 12/03/2026 he flat out said he didn't. At this point, he looked at me and shouted 'you are a fucking liar'. This was in front of other customers who were also waiting in the lobby and in front of another staff member, Shelly. This was deeply embarrassing in front of everyone and being spoken to in this manner. I calmly told the staff members this is not how you speak to customers and I would be raising an official complaint so wanted their names. Shelly, realising the unfortunate event which just took place, where Rodrigo abused me, tried to move Rodrigo out to the back, however he started shouting his name to me and said 'what are you going to do' repeatedly. I asked to speak with a manager, but Shelly advised there is no manager and would not be one until 3 days later on 16/03/2026. At this point, due to the untenable situation, for my safety, and the rudeness, and aggression with which the receptionists displayed, I checked out 4 days early. Last minute, I had to find and pay peak prices for another hotel to stay for the remaining days of my stay.
Not only have I been met with abuse at the hand of staff members, I have had to waste time to find and book another hotel with my own money. Also, there was $100 dollars worth of food left in the fridge which I couldn't take with me as I had no space - which was wasted.
I have reached out to management regarding the incident, to no avail. My lawyers have been advised.
For a hotel which markets itself as providing a luxury experience, what I can say is that this hotel did provide one thing: the highest level of the worst customer experience. The fact there are plenty of reviews online with the same experience shows upper management has taken no steps to rectify these issues and are completely fine with customers being treated in this manner.
There are plenty of better alternatives in New York to spend your money. Even a hostel would be far better than here. Avoid at all costs and save your money and time dealing with incompetent and stupid employees. read more