New Haven Hotel — Hotel in New Haven

I initially booked a one-night stay due to extreme fatigue, having gone over 24 hours without sleep. Upon my late check-in around 11 p.m., I politely requested a late check-out but was informed by the front desk staff that this could not be accommodated due to full occupancy. I mentioned I might extend my stay depending on how I felt, to which the gentleman responded by sharing his own sleep deprivation due to upcoming travel to Nepal and informed me I would need to check out and check back in if I chose to stay another night. Too exhausted to question the policy, I proceeded to my room, which was average but very clean — credit to housekeeping, despite the in-shower conditioner bottle being empty. I guess the gentleman felt the need to dismiss my dire need of sleep and his took precedent due to his trip.

While I have previously chosen this hotel for its downtown location, I now prefer alternatives such as The Study or The Blake or a local Airbnb for a more pleasant experience. Notably, staff members Stephanie L. and Paris were exceptionally courteous and accommodating during the re-check-in and check-out process. However, my son’s interaction with another front desk staff member that evening, reacted rudely and hostile when he attempted a cash purchase after being told alcohol could not be sold after 10 p.m. at approximately 11:30 p.m., (which he accepted without issue), was disappointing. She was upset he was paying with cash! He tried to apologize for doing so (though he should not feel the need to) was not reciprocated with friendly customer service. Ultimately, having to check out and re-enter the same room disrupted my rest and defeated the purpose of extending my stay. While some staff demonstrate excellent customer service, the overall experience no longer justifies the rate at almost $200 a night, specifically paying $25 extra for parking.

I recognize that the hospitality industry can be incredibly demanding; however, professionalism should remain a standard. If individuals are unable to meet this expectation, it may be worth reconsidering their fit for the role. I've received friendlier customer service at franchise restaurants. Guests often seek rest and rejuvenation, and it is disheartening when they are met with the very stress they are trying to escape. This experience was disappointing, and improvements are necessary. The New Haven Hotel should consider investing in either enhanced staff training or more qualified personnel to ensure a consistently welcoming and professional front desk experience. Stephanie L. and Paris demonstrated excellent customer service and would be well-suited to an establishment that matches their...

CANCELED BRIDAL SUITE RESERVATION NIGHT BEFORE WEDDING-AVOID!!!

I sent the note below to the hotel and their management team but received no response. We were permitted to stay, but this created unnecessary anxiety and no one at the hotel or on the leadership team took ownership of this issue. We later learned that one of our out of state guests was also informed the night before the wedding that their reservation was being canceled and they had to make alternate plans. Due to the short notice, they ended up driving back to RI which is completely unfair. I am shocked that this occurred and that there was no follow-up. I left a message and emailed Iswonette who coordinates hotel blocks, but while she was responsive making the initial reservations when there was an issue she became unreachable. If she has the capacity, I hope she treats future guests with integrity and respect.

[I reserved a room at the New Haven Hotel as well as a block of rooms for our guests many months ago (confirmation attached). This afternoon, when my fiance checked in (he is staying tonight as well), he was informed that we may or may not have a room for the evening of our wedding, September 15. We shared the confirmation number with the front desk, but they informed us that they are not able to assist us and they will need to follow up with Iswonette tomorrow morning. My understanding is that the room was double-booked. I asked for information about who to contact and asked that they call Iswonette this evening as it is not reasonable to expect us to book a second room at another hotel the day of the wedding, but the desk staff refused and implied that they would likely let us stay in the room and not honor the other person's reservation.

I am extremely concerned that our room was given away and that we are forced to sort this out the morning of the wedding. Please call me at your earliest convenience, I would like to know as soon as possible if we need to make alternate...

I booked a room for my son under 21 years old for his college visit. I knew my son will have problem to check in as he is going college visit by himself. I talked to the person in service desk, she quickly get approval from her supervisor and told me I will just need to send an email with my son's name and itinerary. The hotel manager Celso quickly respond and send a very warm welcome letter to my son. I was extremely impressed by the service and respond the hotel employee and manager provide for my son. |The following action is even more impressive. My son told me he is able to room with his sponsor a day early, so he will not need to stay a night in the hotel. The only problem is I booked a non refundable room. So I contacted Manager Celso again, He told me to contact the booking company for cancelation even though my reservation was non refundable. I contacted the booking company for cancelation to resolve the problem. |This is a great experience for me and I can not be any more impressed by the willingness of everyone in the hotel to help. With that, I know in the next four years when my son goes to college in New Haven, He will always have a please and people to turn to for help. Even though, I have never met anyone in the New Haven hotel yet, the experience make me feel like home. It is a place I can depend on and ask for help at any time.|Thank you for all of the people I have interacted with. You are all amazing and extremely helpful people. |Manager Celso even go a step further and told me when I come to the hotel, He wants to meet me and my son to welcome us. This has never happen to us before with other hotels we stay. New Haven hotel, truly deserve a 10, but the highest rating is only 5. Thank you to everyone who had lend me a helping hand through this process. This also make me feel that my son is going a perfect place to spend his...