Rated 4 out of 5 by LoveToTravelxoxo Rude desk clerk
The desk clerk who checked me in was very rude. My SPG Platinum status was not considered at all. I had requested an early check-in which was already set up from the night before. He said no rooms were available. When I said I did not understand that since I knew the staff had blocked a room for me when I called earlier. He than found my room. He never said anything just handed me my key card. When I was at the desk another customer came in asking for an early check-in the other cleck asked him what rooms were cleaned. He gave her three room numbers right in front of me after telling me no rooms were cleaned yet.
I had to call the Hotel three times before he picked up the phone after ringing 13 times. It took almost an hour to be picked up since he gave the van driver the wrong information. When we arrived at the Hotel he was also rude to the driver in front of me and the other guest.
At no time did the Desk Clerk say He was sorry for anything.
I stay at this Hotel 3-5 times a month and always have a wonderful stay. The staff makes this Hotel. This is the second time I had a very bad experience with this desk clerk. The first time I just wrote it off to He must be having a bad day. Now it is clear He is just not a good fit with the wonderful staff at this Hotel that I always look forward to seeing at the desk when I arrive.
This Hotel is in a great location close to JFK.
April 23, 2015
Rated 2 out of 5 by Caswy Bad experience with the check-in staff
We checked in on 29 Mar 2015 after 11pm. The check-in process I would call it unpleasant and disappointing as the staff who had attended to me was very rude. She took my credit card and did not inform how much was charged to my card and how much deposit was taken. No invoice/receipt was returned to me. I then enquired about it and was verbally informed of the rate. I then realised the room rate was different from what I have booked initially (room rate was slightly lower than what I have booked online, I decided to inform her in case she charged the wrong rate and had to bear the responsibility) and to my astonishment, she replied in a rude and loud tone that the rates were based on the system and she just followed accordingly. This is the kind of service we received for being 'honest'. In addition, she did not bother to explain to us on the usage of wifi etc. There were also other guests who checked in at that time but her attitude was totally different towards them. I should say that she had displayed a good customer service. I do not know whether my experience attributed to me being an Asian.
The bed in the room was comfortable and we had a good night. However, the lighting in the room was a little too dim.
I had a good experience when I checked out. The staff was very attentive and even went to assist us to book a transportation to the nearest subway station to Manhattan. Not only that, he even went to the extend of printing the places of interest for us to visit Manhattan. Kudos to him as we feel this is the service that a SPG hotel should provide.
April 21, 2015
Rated 2 out of 5 by Jacj Business travel
No parking staff unresponsive food expensive
April 19, 2015
Rated 4 out of 5 by Dave58 Great short stay hotel
Has just what you need for a 2 or three day business trip
March 11, 2015
Rated 5 out of 5 by David417 Very comfortable stay!
My son and I stayed at this hotel the night before a morning flight. Found out earlier in the day, we have to go to the Federal Circle stop on the JFK Skytrain and call for a shuttle. Courtesy phones are there to make a call and within 5 minutes the shuttle arrived to pick us up! From the moment we arrived in the lobby, we were greeted with a smile, checked in very quickly and greeted well by all the staff. Our room was very clean and spacious. The bed was so comfortable I had a very restful sleep. In the morning, the shuttle arrived in time to get us to the airport in time to catch our flight. All in all, a wonderful experience! Free wi-fi in the room was a plus!
February 11, 2015
Rated 2 out of 5 by Rich2809 Close to jfk
The hotel was welcoming but the place is extremely dated.
Room was clean but very noise ac ruined my nights sleep.
Lounge.....it is just a space outside the elevators on the 7th floor. 1 table...that's right one. Tiny sofa two armchairs and that is it.
They are refreshing the lounge. According to the mood board they are reusing toe old carpet.
So a poor place to be
February 8, 2015
Rated 2 out of 5 by 5463746 SPG Gold and Platinum member
As SPG member, I should be treated as member of the club not just as regular quest. The Manager at the Front Desk was very rude. Here Comments were “well you are just a gold member, you need to be platinum member to get access to club lounge.”
January 27, 2015
Rated 2 out of 5 by SoooTired Loud Music!!!
Our party "blocked" a group of rooms and were assigned rooms on 4 separate floors. We were given rooms above a fundraising party that played music until midnight. Desk told us there was nothing they could do.
December 8, 2014