Rated 3.8 out of 5 by 945
Rated 4.0 out of 5.0 by MarinaM Great value, but terrible customer service
Stay here several times a year, and you can't beat the location and value, and the rooms are well appointed and generously sized for NYC, and especially for the price. But, this time the lack of customer service was very striking. I stopped for drinks and a pre-show snack at a table in the bar, and after waiting 20 minutes to be helped, I finally went up to the bar itself, and ordered my drink. I asked the bartender how quickly food would be ready if I ordered a snack, and she told me "if i want it fast, go the restaurant" - which, if I had had time to sit down for a nice meal at the restaurant, I wouldn't have been in the bar to start with. Then she told me that it would take about 10 minutes to get food. I ordered, and 25 minutes later there was still no food. I had to go back up to the bar and told her to cancel it, and she insisted it was ready "right now" and handed me a plate that was sitting behind the bar. All in all she was incredibly rude and dismissive. I wound up not having time to eat, and had to leave the food in order to make it to the theater on time (but of course, she charged me and gave herself a tip).
I followed up with the on-duty manager the next day, and they were also very dismissive and unconcerned. It's disappointing to be treated like this any place, but especially during the holidays, and especially as a frequent customer. I did return to the bar for a drink the following night, and while it was another bar tender on duty, and she was pleasant, unfortunately the service was once again incredibly slow (took them 15 minutes to clear someone else's dirty dishes from the table we were sitting at, even after asking twice). So rudeness aside, it just seems that service at the hotel restaurants and bar simply isn't something that is provided or valued.
I have three reservations at this hotel in the next several months, and this past experience has made me re-evaluate whether or not I wish to continue staying at this hotel, which is too bad because I do like many other things about it.
December 23, 2014
Rated 5.0 out of 5.0 by asdasdada Great service and great stay.
Always my first choice when I stay in NYC. Highly recommend.
December 22, 2014
Rated 4.0 out of 5.0 by Stevej54 Good value
Good location walking distance from Times Square, but needs some refurbishing especially elevators and bathrooms!
Really good value for Manhattan!
December 22, 2014