1/5 Brooke O. 2 years ago on Google
We
booked
this
hotel
on
short
notice
for
a
Christmas
trip
for
our
kids
as
our
cruise
got
canceled
due
to
Covid.
We
booked
the
family
suite
for
our
family
of
6
with
the
anticipation
of
everyone
having
their
own
bed
to
sleep
in.
It
was
advertised
as
2
queens,
a
bunk,
and
a
pull
out
couch
and
very
spacious.
We
had
a
late
flight
and
didn’t
arrive
to
check
in
til
around
11:30pm.
Upon
arriving,
we
were
informed
that
our
room
was
no
longer
available
due
to
construction.
Funny
how
they
didn’t
know
it
was
under
construction
when
we
booked
it
directly
through
their
website.
They
downgraded
us
to
two
conjoining
rooms
which
they
stated
was
much
bigger.
There’s
no
way.
Both
rooms
were
like
closets
and
dirty.
Thry
proceeded
to
tell
me
they
don’t
offer
family
suites
with
the
amenities
mentioned
in
the
confirmation
email
that
was
sent.
They
stated
my
family
room
would’ve
only
had
a
king
bed
and
a
bunk
bed.
They
offered
a
rollaway
bed
which
was
promptly
brought
up,
however
it
barely
fit
in
the
room.
We
were
told
by
the
front
desk
clerk
that
no
other
rooms
were
available
and
if
we
wanted
a
refund
for
the
difference
in
price
or
to
make
a
complaint
we
would
have
to
speak
to
management
at
9am.
Having
prebooked
our
itinerary,
it
wasn’t
possible
to
speak
to
management.
Every
time
we
came
by
the
desk,
we
were
told
management
wasn’t
available.
The
hotel
advertised
a
rooftop
balcony
that
was
closed
for
the
duration
of
our
stay.
It
also
advertises
being
in
the
heart
of
Times
Square
when
in
reality
it’s
small,
located
directly
across
the
street
from
a
police
precinct
(sirens
all
night),
beds
that
feel
like
you’re
sleeping
on
a
table,
paper
thin
walls,
and
about
7
blocks
from
Times
Square.
The
restaurant
was
never
open
and
the
elevators
had
a
very
weird
layout.
We
didn’t
receive
housekeeping
until
day
3
even
though
it
was
advertised
as
daily.
We
were
never
given
wash
cloths
even
after
asking
for
them
and
were
forced
to
bathe
with
hand
towels.
After
the
first
day
of
housekeeping,
we
noticed
my
sneakers
and
a
pair
of
my
sons
jeans
he
received
for
Christmas
with
the
tags
still
attached
were
missing.
When
I
called
to
speak
to
management,
a
man
of
Middle
Eastern
descent
answered
the
phone
in
a
very
unprofessional
manner
and
refused
to
listen
to
my
claims
and
began
shouting
at
me
that
I
would
not
accuse
his
staff
of
stealing
as
they
make
$36-$37
an
hour
and
why
would
they
steal
when
they
make
that
much
money.
When
I
asked
if
he
could
check
lost
and
found,
he
replied
very
rudely
saying
no
one
wants
my
things
and
it
was
my
fault
if
left
behind
and
it
is
now
garbage.
Since
my
problem
with
the
room
being
downgraded
was
never
resolved
while
we
were
there
(front
desk
lady
said
she
would
send
an
email),
I
proceeded
to
ask
him
about
this
and
he
again
began
yelling
saying
no
ma’am
we
are
not
discussing
this.
I
asked
why
it
couldn’t
be
discussed
and
his
response
was
because
this
is
not
why
you
called.
You
called
to
accuse
my
staff
of
stealing.
(I
never
accused
them.
I
stated
the
items
went
missing
after
housekeeping
had
been
in.)
He
finally
agreed
to
listen,
but
still
didn’t
resolve
my
issue
and
stated
he
would
“look
into
it
and
call
me
back”
On
check
out
day
we
asked
them
to
hold
our
luggage
until
time
for
our
flight.
Our
luggage
didn’t
get
tagged
or
locked
up.
It
was
placed
in
a
grungy
storage
room
with
furniture
stacked
on
top
of
each
other
that
was
accessible
by
anyone
entering
the
hotel.
Needless
to
say,
there
is
no
way
this
is
a
4star
hotel.
There
is
no
customer
service
and
no
remorse
for
their
mistakes.
We
later
learned
this
a
franchise
and
family
owned.
They
only
look
out
for
their
own
best
interest
with
no
respect
for
their
clients.
Stay
far
away
from
this
hotel.
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