EVEN Hotel New York - Midtown East by IHG — Hotel in New York

I was in New York for a medical appointment. I called ahead and spoke with the concierge and asked specifically about transportation and food options before finalizing my reservation. I told them that I had part of my foot amputated and couldn't get around and was constantly in pain. He assured me that the hotel would provide transportation, all I had to do was let them know when I was ready for my appointment. He told me that I could order from the restaurant in the hotel but I would have to go down to the bar to get my order. I told him the menu showing on line was small and that I had seen that the restaurant showed more on their website. He laughed and said I could order whatever I wanted. I asked if I could order from elsewhere since I couldn't even walk to the elevator to get down to the bar without extreme effort and pain. He told me I could order from anywhere and the delivery driver would be allowed to bring it directly to my room. What really happened is that the room is very small, like a dorm room. There was a pully and yoga mat. There is no dresser, just a very small built-in closet that wont even hang a dress without wrinkles. There are small wooden boxes to put your belongings in, in the closet that each had their own cubby hole. The TV is small. The built-in small drawer on either side of the bed was not big enough to hold everything I needed to have nearby. There is not even a bedspread or comforter on the bed - just sheets. Also, when I called to ask for the car, a very rude young woman told me they didn't do that. Going back-n-forth she eventually told me that there are car services, but that it would cost me $40. 4 blocks for $40. There is no way. I'm disabled. This trip for this appointment to see an expert cost me my entire disability payment. There was NO empathy. She told me to call an Uber or a Lyft. Late at night, I tried to find ice and finally saw a sign on the wall by the elevator that said there was ice on the 2nd, 5th and 10th floor. I was on the 7th. I was in my pj's. I didn't want to go but I was so thirsty. So me, my ice bucket and my cane go down to the 5th floor. I find the machine, put my bucket underneath the spout and it shoots water all over. No ice comes out. By now I'm ready to cry. I walk back to my room and call the front desk. She tells me to come down to the 2nd floor cuz their machine works fine. I explained again about my medical condition. "We dont do that," she said. I said, "you can't bring ice and water to my room?!" "Nope. Sorry." She said and she hung up. Over the next few days, I didn't leave my room. I only ate twice a day and EVERY TIME I had food delivered, it was an issue. The front desk kept calling me to come down and get my food. Every time I had to re-explain my medical condition. It took 30-40 minutes for them to get my food up to me and it was almost cold every time. They not only took the cost of the room out of my bank account, but they took another $304 out. I was charged $237.60/night for my room, that charge was then taxed. I was charged separately for the gym and then that was taxed. They call it an amenity fee. The gym is the only amenity this hotel has and they charge more per night than most gym charge for a month and then they tax that charge on top of it. No!!! This hotel is small, charge way more than what it's worth and the staff is rude. I wish I would've paid the couple dollars more and stayed at the Hyatt. At least I would've been...

Me and my husband just returned from our 2 nights stay at the EVEN hotel in Midtown East. Though we absolutely loved the location of the hotel (close to Grand Central/Subway) our overall experience was disappointing due to a little confusion and frustration caused during our check-in which resulted in a false charge on my credit card. I

Background: I booked 2 nights separately via IHG and my Chase travel reward. Prior to traveling, I called ahead to Reservations and verified my bookings and requested staying in the same room to avoid housekeeping & checking-out. They told me that's fine but I'd have to talk to the front desk once on arrival. Upon arriving at the hotel, the receptionist verified my 2 bookings, requested CCs for 2 separate accidentals for the 'rooms' and told me I could stay in the same room but i'd just have to come downstairs next morning to 'renew' the card key which seemed simple.

Next morning, I went to the lobby to renew my room card key and the reception person simply could not "confirm" my reservation under my booking number (the same one I provided the day before). She kept repeating that she "sees my name in the system but it's via a third party" and kept requesting a different number than the one I got via Chase. I told her this was all I had and we had already confirmed this night the day before and we're really only here to renew our room card key, she kept repeating "well all I see here is Expedia so you need to give me a new number because we're not sure if this is you -- or rather, we want to make sure you're not double charged"

After standing and waiting for 10 minutes, I had to call down my husband because it felt like her tone was not satisfied to 'check me back in'. I even told her that I had already confirmed the 2 bookings the day before and the other folks didn't have hard time verifying my bookings but that wasn't convincing enough for her nor the manager(?) or colleague next to her.

After a while, I got a little fed up and straight up asked her what more can I provide other than my drivers license and the matching CC at that point because I'm here, my name matches the system', and she quickly handed over my ID/room key wrapping up saying she just wanted to make sure I wasn't charged twice for this trip. But why would I be charged twice as long as they don't charge me for no reason?

Her and her manager/colleague said that the other agents probably didn't fully verify our mismatching booking number and only proceeded with the first night's booking which sounded VERY unprofessional and untrustworthy.

Needless to say, once I got home, I discovered that they DID IN FACT charge me for my last stay. After a quick phone call to fix it, I was told that it's probably due to the front desk NOT hitting some button for a 'third party charge'. After ALL . THOSE . back and forths of me telling her that I booked this via Chase and her saying ok, she still charged me separately? And without telling me that a charge would appear on my CC? This experience was so unnecessary and could have been avoided with clearer communication and...

Although there were some positive points noted during my stay, an overabundance of shortcomings made my stay disheartening, honestly.

The bartender spit food on the menu while apprising me of the offerings. I explicitly stated that I would like a new menu, but the bartender insisted "it was ok." When I persisted, the bartender flicked the food from the menu to somewhere behind the bar, placed the menu in the pile without sanitizing, then handed me a different menu without sanitizing his hands. The bartender's attitude was subpar bordering on surly towards me. I have no idea why. I don't believe I made any extraordinary demands. I just asked where to order food and was confused when he stated that I needed to place my order downstairs. I apprised the desk agent of the situation, and she contacted the on-site manager who subsequently spoke with the bartender. No change in attitude after this.

The LED lights in my room powered on during the late evening a few days into my stay, and there was no remote available to power them off. I contacted the front desk about this and was told an engineer would come to my room to remedy the situation: they did not show. The situation was remedied the next day, but I couldn't sleep for almost the entire night.

The hotel advertises breakfast offerings, but when I inquired about the available services, I was told a staff shortage was to blame for the lack of this service. I believe guests should be apprised of this information prior to staying in the hotel, as it's a point of differentiation to other hotels/chains.

Some main gym equipment was out of order. As stated above, this is a point of differentiation, and certain one that drew me to this hotel. I should've been notified of this so I could have altered my plans prior to arrival.

For approximately the last day and a half of my stay, the air conditioning was inoperable in my room and, I assume, others, as I was told an entire unit was malfunctioning. Again, this affected my quality of the sleep I did manage. Manhattan isn't exactly quiet at night, so the open window/fan solution isn't ideal, but I appreciated the effort.

The cleaning staff was extremely nice, punctual, and accommodating, I will say.

When checking out, I made my feelings known about my stay to the on-site manager, but there was no subsequent inquiry even after stating my general displeasure and asking for a communication channel to corporate and a regional manager's contact information. Are there no lowest-level solutions on-site managers can offer to mitigate such situations? This seems like a lack of training or basic delegation of duties.

Unfortunately, this stay was not commensurate with the rate I was charged (not even close). I feel that I was chronically deceived. I like the IHG brand, but this hotel and its staff were completely unsatisfactory for the...