Midtown Convention Center Hotel — Hotel in New York

Update: After 19 calls and 9 messages over the course of a week we were able to get the one night compensation that they offered.

If you like terrible service, used condoms on your floor, filthy hotel rooms and being told lies by the staff and manager then this is the hotel for you! Our reservation was made 364 days prior to our arrival and I called earlier in the week to verify the reservation, yet upon arrival we were told that they couldn't give us the room we reserved. The reservation for one double room was split into two rooms, which sounds good at first, but the rooms were tiny (practically closets) right against the elevators (which were loud) and they were on different floors. After getting our room keys we went up the elevator. When exiting the elevator there was a very strong smell of marijuana smoke filling the hallway. Once inside the room we were surprised to see stains all through the carpet, paint splattered on everything, and a terrible paint job on the wall. We put down our luggage and then noticed that the curtains were stained and broken, the lamp shades were cracked and stained, the coffee tray had dirt caked in the corners, dust and dirt was in every crevice to be found and the carpet was disgusting. After a nasty poke in the leg, we lifted the mattress and noticed that the bed frames were large, rough cut sheets of plywood. While taking a photo of the bed frames we found a dirty used condom right under the edge of the bed. We called the front desk and they sent up "the watchman." He casually picked up the condom with a strip of paper and then proceeded to explain that large hotels have it worse and "these people" are so disgusting, and that the hotel couldn't move us out of the room because they were booked for the business convention. We later noticed that although there were two safes in the freestanding wardrobe, neither safe worked. We called the front desk again and the watchman came up to try and fix the safes with no success. He said that he would have someone come and fix it the next morning at 9am but that never happened. For the first two days I would ask at the front desk to speak to the manager but he was never there. Apparently he arrives late and leaves early every day. The last day of my stay would be a shorter day so I resolved to speak to him then. On that day I spoke with him in the afternoon. He said that the card was already charged and that he would be able to call me the next morning to give me credit for one night (which I considered to be fair.) He took my name and cellular number and also my business card. He said that he would call at 10am the next morning. Guess what.... that didn't happen either. So far I have made five phone calls to speak with the manager, Felix, but he is conveniently unreachable and does not return...

I booked a room in this hotel for my sister and her family thru Expedia. This was done months ago. When she got there on 5/16/23 around 1pm, she was informed by the receptionist Sofie/Sophia that no reservation shows under her name. I texted my sister the Expedia confirmation and Sofie refused to look at this. She was rude and unsympathetic for the following reasons: 1. Sofie blamed Expedia for the mess up. 2. It was my sister's fault to just walk in and to expect a reservation. Expedia had to tell her that this was booked long time ago. 3. when asked by Expedia if she can accommodate my sister she said they were overbooked. 4. she never apologized for the inconvenience. 5. And just the way she talked to me and my sister was just poor customer service. At one point, the Expedia rep had to ask her..Is this the way you treat guests? 6. she made us feel that my sister was a nuisance for insisting that she had a reservation when supposedly nothing shows. In the end, Expedia had to relocate my sister and her family. Then Sofie tried to amend things by telling my sister, that she can have a room available by relocating another guest! Is this how this hotel operates?? This woman should not be at the receptionist area. She lacks the skills to handle customer service issues. The attitude she exhibited does not merit her to welcome guests at this hotel or any other hotel for that matter. In my opinion she needs more customer...

Oh where to start. Rude at check in. We were told there would be breakfast as we were checking in, hours later when we asked what time breakfast would be, we were told no breakfast. They then put a piece of paper over the sign about breakfast. I don’t know if they decided they couldn’t afford it because they were busier than usual because of the marathon or what. Website said you could get a fridge in the room for $15/day, nope. We have a baby so that was not cool. No ice buckets in the room. When I asked for one I was told they didn’t have any so he gave me a garbage liner to use. Room was half done, still had painters tape on the bathroom wall. The bed was very hard and the pillows were all flat. The rooms are tiny. The toilet didn’t flush well and the shower was very slippery and had poor water pressure. Hair dryer was missing from the wall. No fan in the bathroom. Tv only got about 3 channels. No cups of any kind in the room even though there is a coffee maker. Had to go ask for some. Last night there I saw some ants crawling on the bed. The staff just seemed generally oblivious and confused when we would ask for things like another pillow or cups or anything else. I have never missed home more. It basically made the entire trip more stressful especially because we had our 9 month...