This hotel is definitely a fancy hotel with some of the best customer support you'll ever receive. I had a few issues with my stay, mainly to misperception, and I was in a different room every night for the 3 nights I was there. Here's what happened.
Day 1: I arrived. I was politely greeted and attended to. My room wasn't ready when I arrived so I was offered tea or coffee, even to go style. My colleague and I opted to return, instead. I arrive at my room. It was a single standard. This was literally the smallest room in a hotel I've ever seen. I could like down horizontally and touch both walls. I'm only 5'5". People have closets bigger than this room. I could hear EVERYTHING outside my door since the room was so tiny. I receive a knock on my door and was handed chocolates and a card, but I was still shocked. Despite the modern dark tones, fancy tile and rain nozzle shower, I ask the front desk what is the meaning of this. I was told that this is the room type I booked. I was not very satisfied by this response. I wrote an email to the address I received prior to my stay. I received another callback, shortly, from the same person, the GM. She offered to move me to another room for the night, but told me that they were fully booked the following day, so I'd have to return to this room type should there be a cancellation. I said fine. My claustrophobia kicked in. I was unhappy. The room I was transferred to was another world of nice. It had a king bed, a huge bathroom, premium toiletries and more of them, and an illuminated faux bookcase. I was helped with the move and asked what the situation was the next day. I was told I'd get a call. When the GM called, I could tell Lakshmi was a bit annoyed dealing with the situation as her voice raised while I was questioning her. She reiterated if there was a cancellation I'd get a bigger room for tomorrow, but it's doubtful. She could also charge me what my colleague is paying for a room of his caliber should one open up. We left it at that.
Day 2: I packed my suitcase again, knowing I'd be moved. I left it in the room. When I came back from my day they had moved it and I was back in the dormitory style room (standard single). At least it was in a quite hallway. Literally, the suitcase on the floor took up all the floor space. I knew I was stuck for the night, but they did tell me they'd move me to a standard double the next day.
Day 3: Again, packed up and when I returned, I was in a standard double. The toiletries were as elegant as the standard single, so very basic. The room was double the size and the bed was a queen, not a double like the standard single (get all that?). They asked me if the room was okay. I said it was as I left for dinner. But when I returned and tried to sleep, I could hear all the alley noise with people chatting and walking. It was also trash day, so early in the morning, lots of noise. I didn't want to move again, so I dealt with it. There were also a few stains on the floor, so this room wasn't too well taken care of. When I checked out the following day, they even gave me a coupon for 10% off my next visit and assurance they'd work with me to pick a great room.
So here's the recap. If you book a standard single, you will have a VERY TINY ROOM. This is not something you'd expect from a hotel this fancy.
Besides all of this, the hotel is in a great location with access to downtown SoHo. It's a very modern hotel with a towel heater and Bluetooth speakers in the bathroom. You get internet from your TV. They even have RedTube as an easily, accessible, app. No, I didn't use this (not like it's your business). The staff is fantastic and will attempt in their best ability to accommodate you despite your own screw-ups. Also, no gym and no restaurant on site. They give a voucher for a gym walking distance away and you're surrounded by restaurants, so life could be worse.
If you're staying here, do yourself a favor and don't book the "standard" anything. It's worth the money to upgrade.
TL;DR: Don't book a standard room. Great customer service. Be wary of room location due to outside/inside noise. read more