Heritage Hotel New York City — Hotel in New York

My partner and I had booked a stay via Expedia after having a terrible experience with the St. Marks Motel. There was an error in the system where I was charged AFTER backing out of confirming as I wanted to ensure that we didn’t have to share a bathroom. We were on the street of St. Marks with our valuables and already were accosted by a person who questioned why we couldn’t give them money on the street, so I’m sure you’d also be in a hurry to book a stay for the day of to go somewhere secure after your initial plans failed. But little did I know, we were heading to a place that was going to be heartless just like the streets of New York City.

We ended up going to Heritage Hotel after I booked it AFTER confirming we’d have our own bathroom. Upon getting to the hotel, they told me that the date was wrong and that we were actually booked for tomorrow. I asked if it was possible for them to change the dates and they told me that they have nothing to do with Expedia and can’t make any changes to the booking. I then got on the phone with Expedia and they mentioned that they saw rooms that I could book but all of a sudden my payment wasn’t going through for the $50 difference. He then told me that he’d call the hotel directly to see what was going on and I watched them deny his calls repeatedly behind the counter. Then I heard Alex, of Heritage Hotel, say that Expedia was “blowing up the phone” and he was busy….I saw the lobby. It wasn’t that busy and there were multiple people who were behind the desk because Jay was one of them who eventually picked up the phone and spoke with the Expedia rep.

After a very long time of me being internally frustrated and disappointed in both Expedia and Heritage Hotel, we decided to pay Heritage Hotel directly which was what one of the staff members told me we could do for a cheaper price”. The difference was $10 and I was also charged the temporary security fee of $100, which I know is standard. So this is now $1200+ dollars spent for a one night stay. And, please believe me, I’ve worked in fraud and policy compliance so I know what it means to have a good customer service and when to provide refunds even when your policy states that there aren’t any because they’re always is an exception and this is a $1200 one.

The Expedia rep mentioned that he’d follow up with the hotel on getting me a refund but that “it’s up to them”. Which I found funny, because the hotel told me it was up to Expedia :)

So now before I check out to head to my 6+ hour surgery which is the ONLY reason we stayed in the city, I talk to the same woman who spoke to me about booking with the hotel directly and she’s not seeming to care for the situation as much as she should’ve been. It’d be one thing if we booked, canceled and then left and said “haha never mind give me a refund!” We didn’t. She gave me an email and told me to email them later in the day and I told her that I’d be unconscious in my surgery.

I waited to email to believe that they would be human enough as a 2 star hotel which actually makes sense why they wouldn’t want to help, maybe you all needed the money as a boost in your checks idk. But I get an email from the Expedia that he’s “chasing down” Heritage Hotel and then shortly after tells me they won’t give me the refund.

Please stay somewhere else. If any mistakes were to happen, just know you won’t get the help you need. Also the bathroom wasn’t clean and we found someone else’s hair in our bed. I had to wear my crocs to shower like I was back in college. Unfortunately because we had very little time to waste before my surgery the next morning, my mind slipped to take pictures. So I am grateful to Mathieu’s review underneath mine—please click his name and see the photos he posted of this hotel. STAY SOMEWHERE ELSE.

And “Management”, please do not send me your stock response that you’ve been put on every review underneath mine. Clearly, when we say things like this, we want actual change (or money back, no pun intended) and not just lip...

Stayed at the Heritage for a week in Nov 2021. We had a King Room with Empire State view.

Room was much bigger than we were expecting and the beds were super comfy. Well equipped with coffee machine, TV, fridge, iron, safe and USB/power outlets. The view of the ESB was phenomenal and the stand out point of the room! Some furnishings and fittings are tired/worn but that's expected for NYC and was a non-issue. Lots of storage for clothes. Window pane is thin so you can hear outdoor noise, but it didn't disrupt our sleep, might if you don't sleep too easily though. The fridge did annoyingly freeze our drinks but we turned it off to mitigate this. I love that they provide a recycle bin. Housekeeping performed upon request (bins emptied, towels replenished etc) and this was always performed by the time we got back to the room.

Small though functional bathroom. Was relatively clean. Bath was great after a long day exploring. Some toiletries provided and more can be given to you on request.

Fantastic location. A minute walk to Broadway/Fifth Av intersection and near Flatiron Building. Multiple subway lines close by, so it was easy to get up and down Manhattan. We could get to most places in ~15 mins. Even walking didn't take long. Madison Square Park is on Fifth Av and was one of our favourite spots in the city! Great eats nearby too.

Breakfast wasn't being served when we visited, which was disappointing, especially as many places were not open until 11am or after for food. Staff were super friendly and helpful though and reception is manned 24/7, so we always felt safe. They can hold onto your luggage after check-out for just $1 per bag, which was great. Slow elevators but there's two, so we never waited long for one. Wasn't overly busy when we visited though so not sure about busier periods.

Internet access was great. Many hotels I've stayed in have download speeds under 1Mbps, but it was 20Mbps+ here, which was great for streaming and browsing.

The hotel exceeded our expectations, especially considering the price and the fact that it's NYC, and we enjoyed our stay. A few minor issues but nothing major. I'd stay here again. Thanks...

There were 3 of us, all looking just to stay a weekend in New York, searching everywhere we could for good deals, convenience, and comfort. Heritage is one of those "Well.... I guess you get what you pay for" kind of moment. We traveled for 2 hours, and were already tired, just ready to get food and sleep so we could have fun the next day. One of the women at the check in/out desk was pretty rude, her customer service was pretty poor, and me personally, she made a disapproving face when I handed her my ID. Which, here's that, too. My friend booked the hotel in his name and card. However, we were ALL asked for our IDs, which we thought was weird considering of all hotels we have stayed at, only the Booker needed an ID. Well, only 2 of us had our IDs, and it felt like she pressured us to have the 3rd ID, which was unobtainable. Onto the room: Upon entering, we were greeted with dangerously strong smelling lead paint fumes, which could be damaging to anyone with a weak immune system. We stayed in a fairly decently sized room, though. The beds were passable, but their pull out sofa had stains, the toilet had what appeared to be poop stains, the AC hardly worked and kicked a lot (stuttered, had a hard time pulling air) and really didnt make the room much cooler. Only 2 outlets worked, the one our bedside lights and phone were all connected to, did not work, nor did the one next to the bed next to the "window" (which peered into a really creepy room). There were a few short circuits in the room, which made us watch how we were using electricity. For a hotel, that is unacceptable. There really should not be a short circuit issue, when every room should technically be on it's on circuit. We checked the bathroom linens after inspected and seeing these flaws, and one of the towels had a red stain we assumed to be blood, which is gross. The elevators sometimes work, and ALWAYS smell. We ended up using the stairs because it was so slow. Overall a pretty janky hotel. But, I mean. At least there...