Hotel Hayden — Hotel in New York

I booked a one night stay here as a surprise birthday present for my boyfriend and also to celebrate our 6 year anniversary. We had never stayed in NYC for the night before, and the entire reason I booked this particular hotel was because I saw their brand new rooftop bar advertised on their website and their social media. When I booked the hotel in June for our September 1st stay, I called to make sure the rooftop bar would be open that particular night and I was told by someone at the hotel's front desk that it would be. A week and a half before our stay, I called the Hotel's front desk to again confirm that the rooftop bar would be open. I was told yes. Fast forward to our stay... we checked in and went up to our room and were instantly a bit disappointed because, as other reviewers have said, the wifi is horrible, we were only given two towels, and the bathroom could really use an upgrade (the faucet and shower handles were loose, the shower floor looked dirty, and there were red streaks on the wall which was odd). We then left the hotel to go out to dinner and had a great time walking around the city. Then, as was always our plan, we walked back to the hotel to spend the rest of the night enjoying incredible views on the rooftop bar. We walked into the lobby, I asked the gentleman at the front desk how to access the bar, and he told me it was closed for construction. That's all he said. We went up to our room to re-group, and ended up searching Yelp and trying to check out a few places on foot before we ended up next door at Hotel Cambria's rooftop bar. I have since been trying to get in touch with Hotel Hayden's Reservation's Manager Julio to try and get some money back for our stay. I'm usually not as petty as this but the room was expensive and I felt it was worth it for the view that we would be able to enjoy on our one night stay in the city to celebrate my boyfriend's birthday and our anniversary. So this sort of ruined our night when we were then left to wander around to find another option-- if I had been told in advance about the construction, I would have sought alternate places to go that evening in advance. After speaking with Julio once by phone after, he told me the construction was unexpected, and that it was not the hotel's responsibility to let guests know about the closure because the bar was not owned by them, but was owned by the restaurant associated with the hotel. The issue is I was never told this the two times I called to ask about the bar; the front desk should have said "Yes, to our knowledge it will be open that night, but it is owned by the restaurant so you should check with them." Instead, both times I called the hotel staff confidently said yes, giving me no indication whatsoever that the bar was not actually theirs. The other issue is that when the gentleman at the front desk that night told us that the bar was closed, he didn't offer us any sort of alternative suggestions of where to go. He knew we were guests of his because he checked us in (and said Welcome Back! as we returned from dinner), yet he didn't say anything close to "I'm so sorry about that! You can go next door though, their bar is open," or suggest any other nearby options. Poor hospitality. Beyond that, I'm now just becoming increasingly frustrated that I can't reach anyone to remedy this. Julio told me three days ago that he would speak to his General Manager to see what they could do for us and he would call me back that afternoon. I have not heard from him. Each time I call, I get his voicemail. When I asked the front desk for his GM, I was told they don't know who that would be. Again, usually I'm not this petty or demanding (and I'm not trying to have the whole room comped, just a discount), but we were only there for one night and this really ruined our evening and celebration. What's worse is that even though the construction was "unexpected," the gentleman at the front desk didn't try to help us at all or suggest any alternatives to fix our night. He just told us that it was closed and...

I am writing to express my deep disappointment and frustration regarding my recent stay at the Hayden Hotel. I checked in yesterday afternoon, expecting a comfortable and enjoyable experience, but unfortunately, my experience has been anything but that.

Upon entering my room, I was shocked to find it almost as warm as the outside temperature. I immediately reported the issue to the front desk, and a maintenance person was sent to address the problem. Despite their assurances that the AC would cool down the room, the situation only worsened. Throughout the evening, I attempted to sleep, but the sweltering heat made it impossible, leaving me drenched in sweat.

In the hope of finding some relief, I spoke with the front desk again, and they assured me that my room would be changed in the morning. With the promise of a more comfortable room, I decided to wait until morning. However, when I approached the front desk first thing in the morning, I was shocked to learn about your hotel's inconvenient policy for room switches.

I was informed that in order to change rooms, I had to pack up all my belongings and store them, waiting for your staff to call me once a new room became available. As a business traveler, this caused severe inconvenience since I needed privacy to conduct my work effectively. I was essentially left with no option but to wait for approximately 4 hours until I received any communication about the availability of a new room.

While the guest service personnel were polite, I found this entire situation highly unprofessional and unacceptable. I requested to speak to a manager to discuss the matter further, but to my dismay, I was told that no manager was available at that time. When I asked for the General Manager, I was simply given the assurance that they would contact me.

This entire experience has been a massive failure on your hotel's part to provide adequate and proper guest care. As a paying guest, I had expected a certain level of comfort and professionalism during my stay, which has clearly been lacking. Waiting for hours just to get a suitable room and not having access to the privacy I needed for my business dealings is completely unacceptable.

I strongly urge you to address this matter immediately and take the necessary steps to rectify the situation. I believe that appropriate compensation for my inconveniences is warranted, considering the failure of your hotel to meet even the basic standards of guest comfort and service.

I hope that you will treat this complaint with the seriousness it deserves and respond promptly. Failure to do so will result in severe damage to your hotel's reputation, and I may be forced to take further action to seek resolution.

I expect to hear back from you soon and to be adequately compensated for this unfortunate...

My friend and I (from two different countries) stayed in New York for two nights after a work trip in Philadelphia. To keep things simple with our own expenses, she booked the first night under her name and I booked the second under mine. We thought it would be straightforward.||||On the first night, we dropped our luggage early and were told everything was fine. But when we returned around 9pm, the receptionist (already visibly annoyed) told us there was no room and we would need to go to their sister hotel 10 blocks away. We were stunned - and at a minimum, expected they would arrange transport, but no taxi or assistance was offered. Eventually, another staff member stepped in, found us a room, and said we could just stay on for the second night under my booking without checking out. That room, however, had issues: the toilet wouldn’t drain properly, and the bathroom flooded. The breakfast was also shockingly poor - with bruised and even rotten fruit (mandarins with holes in them).||||Then came the real horror on the second night, under my confirmed booking. At 10pm we were suddenly told again there was no room available due to a “system glitch” and overbooking - even though our reservation was visible earlier that day when we stored our luggage. This time the same receptionist was not only unhelpful but openly rude: she offered no apology, raised her voice when we asked about compensation, and spent most of the time on her phone (possibly texting her manager). She insisted it wasn’t her fault because the manager wasn’t there. Worst of all, she was speaking rudely to herself with profanities (“f*”) while trying to resolve the issue. It wasn’t directed at us, but it was incredibly unprofessional. We were left stranded on a Saturday night in NYC, forced to book last-minute accommodation at nearly double the cost. She did helped us call the hotel, which was helpful but it just went south right after if we asked if the hotel could do anything in terms of compensation.||||The manager the next morning was polite and seemed genuinely apologetic. Chantel asked us to send our Hilton receipt so we could be reimbursed for the extra cost (which seemed like the least they could do). Yet the first official reply I received later was just an offer of “one free night” at their hotel - meaningless for international tourists, and frankly insulting after being left without a room. Now two weeks later, despite repeated follow-ups, there is still no resolution.||||In short: overbooking might happen anywhere, but the way Hotel Hayden handled it - from rude service, poor facilities, and unprofessional staff to slow and inadequate follow-up makes it clear this hotel cannot be trusted. If you want the “adventure” of being left without a room at 10pm in New York City, stay here. Otherwise, avoid...