Hotel Marcel New Haven, Tapestry Collection by Hilton — Hotel in New Haven

So I am currently staying at the Hotel Marcel through this Monday 1118 and I had some down time so I thought I would talk about my stay. I am moving into my apartment which isn’t ready yet and thought I would treat myself to a relaxing hotel stay. I am sick and after moving things back and forth I just wanted to lay down and rest. I unfortunately have Terminal Stage IV Metastatic Breast Cancer which makes me tired quicker than other people. I was met with a mixture of issues that moved me through four different rooms. The people who work here are amazing.

My biggest issue across the board is the bed. I am not understanding the mattress. This is the most uncomfortable mattress I have ever slept on. It’s the kind of mattress you can feel the springs all night as you try to sleep and not at all what I was expecting when I booked my room. I’m not sure if all the rooms have this type of mattress, but out of the four rooms I had to be put in all of those beds had this thin, springy, uncomfortable mattress.

My first issue came when I checked into my room. When I walked into my room it was over 70 degrees and blazing hot. It felt like the heat was on. I set the temperature to the lowest it would go which was 67, turned the fan on high and waited. I took a shower. I got some food. The room didn’t go down in temperature it went up. It was over 72 degrees at this point. So I called down to the front desk 3 times, he had maintenance reset it twice and then he moved me because it just wasn’t working.

The second room was cooler when I walked in. I set the temperature for 67, moved all my stuff over and by this time it was well after midnight so I shut the blackout blinds and went to sleep. I was hoping for a long sleep, but was awoken by knocking at my door and the phone ringing simultaneously. When they had switched my rooms they forgot to move the reservation so it looked like I was checking out that morning. Move to the evening and I went to take a shower and the water wouldn’t turn on. The shower knob turned 360 degrees. I had to call the front desk again and he had maintenance come up again and he told me to just try to use the broken knob. I didn’t want to do that so they put me into another room. I am sick with service dogs so moving is not easy.

When I got into the third room it started to make this high pitch sound. I made a video recording so the guy at the front desk would not think I was crazy. This time I went down and showed him the video. He wanted to have maintenance go up again and he started to take the room apart and couldn’t figure it out so I went back down to the front desk and he put me into another room.

I was really hoping this would be like a presidential suite. Not because I deserved it, but because it should be a room with zero issues. It wasn’t. It was a really odd room that had a terrible bathroom set up. You walked into the bathroom. It wasn’t a separate room. It didn’t look like it was a newer room either. Now being in my fourth room and having to be here until Monday while I move into my apartment this weekend there are issues with this room too. The TV is oddly hung all the way to the left of the room. It’s next to the window. The bed is in the middle of the room. So the only way to enjoy watching TV is to try and pull the TV as far right as you can and sit all the way to the left of the bed. The windows are pretty but they are not thick glass. I could feel all the elements as I was in bed. You could not cast movies or shows to the TV from your phone or iPad which was horrible. You’re forced to watch whatever was on TV, which was the news or MTV reruns all day. Also the TV was o. some kind of lag so all the shows and the sound were not in link. Again maybe this isn’t for all the rooms, but the ones I was in this is what I am dealing with. I will change my review is things change based on my stay here...

Customers and proposed job applicants beware of this unprofessional, incompetent establishment; this so-called hotel is a farce; a complete conundrum of falsifications and lies - the staff including Darruis, Jordan, etc., and the Hotel Manager, Indie are completely unprofessional, tirelessly oversensitive, have no decorum, and allow themselves to think they are better than other individuals and are in positions to talk down to people and make completely inaccurate statements. I applied for (3) positions and was subsequently approached to interview for all (3) open positions 'clearly because my resume spoke true to my qualifications both, in the workforce and because of my higher education'. My interview spanned for approximately 40 minutes in total 'which was constantly interrupted by the manager checking/answering his cell phone a total of (5) times, beyond unprofessional' nevertheless I continued with my interview and asked viable questions about the hotel, the positions, etc., all while providing a detailed synopsis of my skills, background, etc. - the hotel manager was quite engaged and concluded by saying, "It's been a pleasure; I have (5) other interviews, but you will most definitely hear from me by the end of the week." As anyone would presume by that statement alone and the interview duration, 'all seemed well', but I was mistaken! Why do you ask? Well, I waited a full week for a response and NOTHING - not an email and/or a phone call, so I proceeded to call the hotel directly to touch base 'as any applicant would' - I mean it is normal protocol for any applicant wanting to know the status of their application(s) right? When calling I asked to speak to the hotel manager, Indie immediately however, the tone I received via, phone from the guest service agent, Darrius was off and a bit rude if I might add, not very hospitable and/or customer service oriented 'as he was when I went in person for my interview which was odd', even so, I proceeded and asked to speak with the manager and it was like pulling teeth which made no sense because what I was asking for wasn't at all that serious! All I got as a response was, "The manager is busy and not available." so, I said, "Okay, well can I leave Indie a voice message please?" not even a second later the line disconnected so, at this point, I'm thinking what is transpiring? I then placed another call to the hotel and when Darrius answers I explain to him that the line disconnected, yet no apology, no explanation - NOTHING a simple reply, "Let me transfer you." I then left a voice message and unfortunately still NEVER received a response. I waited another 2-3 days before reaching out again 'at this point I'm undoubtedly over the situation and no longer have any interest in working at this establishment, however, the disconnected behavior and offputting runaround piqued my interest because I'm curious to know why all this was occurring'?! When I called the guest service agent, Darrius answered and I ask to speak with Indie since it had been a few days since my previous call, again I was provided with a runaround and a dismissive attitude. I tried my best to ignore the ongoing ignorance and proceeded in asking if Indie was available. Yet again, Indie was not at all available which I found to be quite odd because during my interview Indie stated. "I'm onsite 24/7 and/or if I'm not in my office or on the first floor I can be reached on my cellphone and I'll answer immediately." I was so confused because of the continuous unprofessionalism and wanted to know what was the issue. so, I again asked to leave a voice message which I did making this my second call after a few...

Excellent service. Beautiful hotel and design.

I've never stayed in a "boutique" hotel before so I am not sure if some of my notes are ignorant.

the room is fairly small compared to a regular hotel room but the design is so minimal and intentional that it doesn't feel small the minimal design is right up my personal style so I love all of the details of this place. Walls arent littered with ancient art and furniture isn't large and bulky breakfast food was okay. The service was great during breakfast but the food felt like it just need a little more oomph flavor wise. Had the Benedict eggs the hotel opened in spring 2022 and my stay was on July 7 2022. I stayed on the 7th floor but they are still working on two additional floors. I stayed in the hotel most of the time for work so some of the construction going on above was very loud and disruptive (I just personally didn't care but others might) the hotel's technology and modernism is apparent with the control panels for the lights, temperature, and the window shades. As well as USB ports and USB C ports near the bed and on the tables the bathroom is absolutely stunning with great water pressure and water temperature I think there should be a lock on the bathroom door but I've seen some hotels going away with this feature for some reason The lobby is a perfect place for getting some work done. There's a ton of space and seating. Music is always playing even lobby bathrooms are magnificent didn't get to try the bar or dinner the kitchen attendants were probably the nicest and most attentive of all I need to stay a bit longer on my checkout day to finish work and they allowed it with no issues also wanted to reheat my delicious food from Soul of Cuba Cafe (totally recommend) but there was no microwave in the room. Housekeeping brought one fairly quickly the bed is incredibly comfortable, and with the blackout shades I did not want to get up the room gets very cool and the fan even at high speed is very quiet the hotel is mere yards from a major highway (I-95) AND Ikea and you cannot hear any outdoor city noise, it's amazing very close to the center of town, and a decent amount of Uber/Lyft in the area. A ride to the center is about $5-7

The only odd thing I found is that in the bathroom, whoever installed one of the vanity lights opened the wall slightly too big for the light and the hole is visible. This did not affect my stay whatsoever but figured the hotel should know since some minor things can go astray with such a large project.

The hotel's architecture is also very off-puting, it does not look like a classy modern boutique hotel. However, it's history is very interesting and I think the hotel should talk more about it or show that intrigue somehow. Intrigue is attractive. For example, the intention of the negative space was intended to minimize sound from the first levels to the top levels.

The hotel is also self sufficient with an array of solar panels on the roof. Per Wikipedia "The building is also anticipated to be the first Passive House certified hotel in the U.S."

There is a sidewalk to cross below the highway to the water. There's a paved walkway on that side for a nice stroll.

I will definitely stay here again if I...