Hotel NH Collection New York Madison Avenue — Hotel in New York

So let me start from the very beginning I came from Detroit for an event. I stayed from July 4th to the 7th I rented a Airbnb at this location the cost was $667 I paid that no problem on the app it said it was going to be an extra $40 a night so I was prepared to pay the $160 but when I got to the hotel and I was prepared to check in they charge me as if I was checking into a hotel they charge me an additional $420 I was so completely thrown off and confused on why I was getting charged that much I still have the receipt and then the lady she printed off my receipt in super small print so I could not understand it I felt like she did that on purpose and then she says oh I'm sorry it just printed out that small instead of trying to reprint it for me and bigger Bolder letters that was so unprofessional to me the place did not even have a swimming pool or a ice machine it was missing small but important amenities if you're going to charge me hotel rates at least have small amenities that make up for it. For me to get some ice I had to go to the bar that was in the lobby that was super embarrassing for me at least. The location is very good I will admit to that I was literally two blocks away from Bryant Park and literally 10 minutes walking distance from Times Square the lady did say I will get the $420 security deposit back within 2 to 3 business days but will I go back absolutely not this place is not worth it if you're not expecting to get unexpected fees so my thing is I would stay far away from this place as possible I'm not trying to make people not come here it is a good place for a person that's like a bachelor but I came with my husband for a event and I did not expect to spend my vacation spending money on a hotel fee just to check in I was literally pissed off so my thing is the solution is they need to get in contact with people in advance like at least a week or two in advance they need to be on the same page with the Airbnb and the hotel needs to be both on the same page with communication and then communicated back to the person renting out the Airbnb / Hotel so for anyone looking to rent this place be aware of all the extra fees I'm not a cheap person at all but I did not expect to pay all that money I thought I was only paying the one time fee of $663 plus the $140 like I said that was all I was expected to pay but the extra money of $420 just threw me off for my first time being in New York City it was very beautiful but made my stay miserable on top of that... they didnt even have complimentary free breakfast you guys tried to what kind of establishment doesn't have free complimentary breakfast for their guests they tried to make me and my husband pay $80 a person for breakfast and I had a very tiny room one little night stand, you guys give a person one bottle of water a day and when I asked for extra bottle of water you guys tried to charge me $8 for it this place is outrageous for no reason especially if you're lacking all the amenities of a real hotel even the Holiday Inn has all of that I booked this place because it looked really nice but looks are very deceiving from the...

Disrepair and Poor Service...

I figured a nice little business and personal trip to New York at Christmas time and for my 50th birthday would be a great way to round out the year.

Little did I know I would encounter the nightmare that is the NH Collection, New York.  This hotel gets a one-star for hospitality.  The hotel is in a state of disrepair even though they're trying to dress it up. The services are lacking and the location is understaffed.

waited 2.5 hours to check in, when I was an hour early. (1.5 hours past scheduled time)

there are no soda or ice machines on the floors so you have to call the front desk. This generally results in a 45 to 90 minute wait, for anything.

one time I called down specifically to ask for some ice and a plastic bag because my significant other had an injured foot from the day.  We called twice requesting this urgently.  After an hour, I finally ordered ice to be delivered to the hotel from 10 blocks away.  We never saw ice delivered by the hotel that day.

our first room did not have a heater that worked properly.  It took 4 phone calls and 3 hours before a technician assessed the situation, and eventually provided a space heater.

the following morning brown water was discovered dripping from the bathroom ceiling

the new room was an "upgraded jr suite", supposedly, but wallpaper was separating from the walls.

the room service vendor claims to offer eight breakfast mains to choose from but in reality they only have three things in stock, pancakes, French toast, & oatmeal.

don't bother with the room service (Butler), it was never hot and took 45 minutes after being notified it was complete before it would be delivered (cold).

other elements of the facility in disrepair included enamel chips in the bottom of the tub.

Throughout all of this, there was only one person in the whole place who seem to understand the impact it was having and try to make a difference, and that was Dennis.  Thank you Dennis.

The director of hospitality at this location, Dimitria, is just, Miss No.  Obviously put here to minimize financial losses from an unacceptably performing Hotel.  "No, your problems aren't sufficient to warrant any night credit adjustments, you were given a new room that's falling apart.  You just don't understand that things are busy and it's hard being a hospitality manager.  No, I can't really do anything to improve the service or comp a night for the trouble you've encountered. No I can't do anything about the room service vendor, that's just the way it is.  No, No, No."

I'm so happy to say that the stress and anxiety for my 50th birthday was confined just to this nightmare of a hotel.  Don't ruin your special occasion, choose a different option.  Find somewhere that understands hospitality.

Update: Note how she even misspells my name below. Another testament to the hotel quality control. No correction for failures, just a promise to be better if I spend...

Really can’t understand this hotel. We’ve just checked in and despite paying quite a large sum for a “Premier room with Empire view” it’s really a “crane your next uncomfortably out the window” view in a small standard looking room. When we do crane our necks and sit on top of an air conditioning vent the view of the building is great but it’s certainly not what I’d consider a Premier Empire view. In addition to that, check in took so so long despite us being the only folks there. I had also written ahead explaining the importance of the occasion for my husband and I and I thought that considering we had already paid for quite a premium room they would consider upgrading us. They even wrote back saying how momentous this occasion was and how they’d pass it on to guest relations so it was a bit odd that it wasn’t recognised in any way whatsoever, not even a note in the room. But I think the real clincher and the reason I’m writing this review, is that I then rang to ask if they had any better rooms (I can see online that they do), she said she would check and call back, then told me to meet her at on the 17th floor to view a different room. She instead sent the bellman, who brought me to a room half the size, with slanted short ceilings and literally no view of the Empire State Building at all, regardless of neck craning. I felt that it was a bit insulting to waste my time viewing a much more substandard room for no reason whatsoever after I was clearly already unhappy. When I said no to him, there was no follow up call, probably just a relief that I’ve left them alone. Basically I will spend my $400 elsewhere next time. A real shame considering all the tourists will be flooding back to the city soon, you’d think they would want to put their best foot forward. I also don’t think there’s a bar or any food or room service available, I’m sure a bit more research on my part and I’d have known that ahead of time but it seems again strange for such a pricey room in NYC.

Edit after a mere hour here: knocked another star off. Only one robe for two people, it’s freezing and the heating doesn’t work, the bathroom screen doesn’t even come half the way along the bath that it should so the bathroom is flooded after one shower, there’s no way to turn the fan on in the bathroom so it’s super steamed up for ages after, and lastly I think that own brand toiletries are always a bit of a poor show in an expensive hotel. Disappointing at every turn. When I read reviews like this (I’ve never left a review this bad ever), I always think why didn’t you just let them know and let them fix it, but because I did try and they didn’t care, it just...