The first time I showed up at this hotel with a reservation through expedia I was told that there were no rooms because they were remodeling, something was wrong and there were no more rooms available. They said I could stay at another hotel, at a higher price. I had a package delivered to the hotel for a first thing in the morning meeting and they told me they had no access to the package, so they wanted to move me to a different hotel, at a higher price without the package I needed immediately. This is NOT customer service. I ended up at a higher priced hotel and NOT prepared for my morning meeting.
I decided to try again at this hotel, optimism.... Again, through expedia I scheduled a week long business trip. In the middle of the stay I needed to extend by a day. I called the reservation desk today, was told I could extend the day but not guaranteed the same room. I asked if I gave my credit card to the front desk (because through expedia you pre-pay so they don't have those details) when I got back at the end of the day if I could be, answer -- yes. Well I got back this evening and the answer is no, we are booked and was told that reservations was out-sourced and took ZERO accountability. This hotel does NOT deserve business. Customer service has ZERO parlance. With the tons of hotels in NYC don't stay here!
I appreciate your attention!
Cons: everything else