Broadway Plaza Hotel — Hotel in New York

Sleepless, Disturbed, and Disappointed – Unacceptable Experience for a 4-Star Hotel

We were violently jolted awake at 5AM by the fire alarm in our room. Imagine being ripped out of sleep, heart racing, thinking there’s an actual fire. We scrambled into bathrobes and slippers, ready to take the stairs to evacuate down nine floors. The phone in our room was not working (a problem we had already reported 2 days earlier, yet it remained unfixed). Thankfully I had noticed a phone by the elevator as they were repairing it the day before! And I remembered it just as we were descending the stairs and decided to turn back to call the concierge.

Only then did we learn it was a faulty fire alarm. Staff came up to investigate, but instead of resolving it quickly, we were left waiting in the hallway while the alarm blared at full volume. After standing around groggy and disoriented, we went down to the lobby, only to see staff waiting for another colleague to wake up to attend to the front desk and still scrambling to find a ladder to address the issue.

We asked to be moved to another room while they fixed the problem, but were told the hotel was fully booked. For over 20 minutes, we waited in the lobby, still in the bathrobes, humiliated and exhausted, before the alarm was finally silenced.

By then, our bodies were in full fight-or-flight mode — try falling back asleep after being blasted awake by a continuous screaming alarm. We couldn’t for a long while.

Hours later that same morning, another staff member barged in to “check the alarm,” waking us up yet again. His first question to us was: “Is it good?” How are guests supposed to know if a fire alarm is “good”? Instead of reassurance, this only highlighted how poorly the situation was being handled. Again, we were disturbed from sleep when we were already exhausted.

This whole ordeal completely disrupted our rest and caused us to miss the first match of the US Open, which was the main reason for our trip. For a 4-star hotel, this kind of disturbance and poor handling of the situation is simply unacceptable.

When we asked for compensation — which is completely reasonable after such a nightmare — we were told staff had “no power” to do anything. That response was dismissive, unprofessional, and frankly insulting.

For a hotel advertising itself as 4 stars, this entire ordeal was unacceptable: broken phones, faulty alarms, clueless responses, zero accountability, and no solutions offered. We paid for rest and safety — we got the opposite.

Even when I waited in the lobby, the second staff who was simply at the front desk did not even attempt to offer me water or something of that nature in order to make a disturbed guest feel more comfortable. Nor did any staff approach us to after the ordeal to properly apologise for the disturbance and make assurances that it wouldn’t happen again the next night. Overall, the staff seemed indifferent to our plight and poorly equipped to handle an emergency and the lack of aftercare was even more shocking and disappointing.

A hotel stay should provide safety, rest, and peace of mind. Unfortunately, we experienced the opposite. I hope management takes this seriously and does the right thing by offering compensation—not just for us, but as a sign they value their...

I have to preface that I am a Lifetime Platinum Marriott Bonvoy member, so I'm usually at a Marriott property whenever I am in NYC (this is my first time staying at a non-Marriott), and I used to live in Manhattan, so I'm very familiar with the area. The Broadway Plaza Hotel is now my go-to anytime I come back to visit NYC! A few reasons:

Rooms: I wish I got a picture of the room because I was absolutely blown away by the size. For NYC standards, this room was HUGE. There were 4 of us in the room and we had plenty of space for all of our luggage and to be comfortable. I appreciated the complimentary waters and snacks as well! Everything was very clean and the AC worked REALLY well (a problem I've had at other hotels) which was so important on such a hot weekend. I have not had this nice/clean or large of a room at any of the Marriotts I have stayed at in NYC.

Service: Everyone was so kind (shout out to the concierge, Anthony, who was very helpful in storing our luggage on the last day and ensuring we had transportation to the airport) from the people that opened the door for us and the concierge, the front desk staff, and the housekeeping staff. I felt very VIP and special each time we walked in the lobby. At all of the Marriotts I've stayed at in NYC, it seems they are always short-staffed and there is a stressed demeanor, which never made me feel welcomed (even with status).

I could not have asked for a better location. It was so nice to be in a boutique versus a big box hotel, as we were right in the middle of a lively area that's closed off to cars on one side for outdoor seating, plenty of food/drink/dessert/coffee options right outside our door, steps to the subway, and so close to Madison Square Park. My nieces and I were there for Pride and the beginning of the parade was the next block over. The location is so convenient and close to so many things. One of my niece's most memorable moments was getting pizza at Traditas (literally a 1 minute walk from the hotel) and eating at a stand up table outside to people watch.

I will definitely be back and am so glad I broke out of my...

We, as a party of 5, were warmly welcomed.. Really easy check-in process, even though we had 2 rooms. We were charged the 'new' daily fees, however when I questioned it, the guy said they would honor the old fees (that are still showing on the current website) as I had booked way back before the increase. Each room was charged a $200 incidental fee, even though the website still states $100 per room. Thankfully, we had money in the bank to cover the extra $200 increase, or that would have been an issue right away. Our rooms were on the same floor as requested, and even though they were a bit smaller than we thought they'd be, they were fine with a great view of the Empire State Building. We received 3 bottles of water each day and 2 bags of crisps and e biscuits on day 1, and we were also restocked with coffee pods/coffee cream each day for the in rom coffee machine. The website does state free 24-hour access to fresh ground Starbucks coffee and Lipton tea available on floor 4. However, that also isn't true atm as it's a building site up there with the renovation taking place and no access. There is a vending machine for snacks/cold drinks on the 8th floor, but the ice machine didn't work all week.

Over all we had a great stay which was down to the fantastic staff, expecially the bald guy at the front door and the small guy at reception (with dark hair and a beard), sorry no names, but they were both so friendly and helpful.

My only gripe is that the website is very old and needs updating urgently as it holds totally different information to what is currently going on in the hotel and is very misleading. This could cause some people issues right away. Other...