Millennium Hotel Broadway Times Square — Hotel in New York

A stay that was just fine: something you should NEVER say about a hotel with this price tag… An excellent location, if you don’t get walked(sent to another hotel due to overselling) like we were. With a beautiful lobby that you’ll be spending several hours in waiting to be served because there are only 1 or 2 agents working at the desk while several managers are hiding in the back offices, and a “premium only” desk who i never saw speak to a single guest for the collective 6 hours i spent in the lobby waiting in line. The location near Broadway and time square is excellent, but you won’t be sleeping a wink as the blinds let light in at all hours and you can practically hear every footstep walk past the hotel. I would have asked for a higher floor, but knowing I would have to wait another 2 hours to be served again? I decided to just put in some headphones and “deal with it” which I would expect from a Motel 6, not a 4 star hotel in the heart of New York City. When I showed the Fromt Desk Manager our receipts for transportation from the first hotel to the one we were walked to, collectively up to $150, he looked at me and offered to waive the “resort fee” (just about $100) as the inconvenience. When I explained that I was already told that would be waived for being walked in addition to having the first night for free, he looked at me dead in the eyes and said “We will not be providing any further compensation.” Which is really warm and inviting and encourages me to stay at properties in the future… NOT!!! Lastly, after coming back to the hotel from a show, I went to the concierge to ask if there was a restaurant on property for a night cap to which I was told “No.” Plain and simple no. I waited for any further elaboration to which I realized- none was coming. Myself, my mother, and my 85 year old disabled grandmother then walked across the street, only to realize there was a restaurant at the property. It was under renovation and was closed, which could have been much warmer than simply “No.” The room was all inclusive: a single working outlet, a bathroom held together with caulk and a wisp of hope, messy paint splatters and filthy carpets, and neighbors screaming at one another at all hours in various languages. “Why not tell the front desk any of this?” Well I would, if I wanted to wait from 2am to 4am only to be asked to have a seat and wait to move rooms. I work in hotels, a five-star hotel no less: when guests are being walked, it’s because there are no alternative rooms. I decided to save my breath because all in all, if they could spare $50 for a taxi, they weren’t gonna move me to a better room for free. All in all, if you are looking for a 1 Star experience at a 5 star price: This is the perfect hotel for you!

How to improve? Encourage managers to work at the Fromt Desk to move the line along or hire more Front Desk Agents to assist, even better: when there are no “premium guests” for multiple hours, ask for some help from the colleagues! When you repaint, make sure you’re cleaning up after yourself. A remodel is only as good as the mistakes you make. If you’re painting a ceiling, don’t let the tub have paint splotches! Reinvest in some better curtains or a better curtain rod so when you close the blinds, the close fully, and maybe thicker curtains to pad out the sound on lower floors. Remind team members the importance of how to phrase negative answers: “I understand this is not the way you wanted your stay to start and I’m so sorry. Unfortunately I am unable to provide additional compensation at this time.” As well as “You know, we do have a restaurant on property! However it is closed at this time, would you like any recommendations for nearby locations?” Are two ways the same message is conveyed, it just takes a few extra seconds, and...

Long story short, I was scammed by a different booking company, which in turn used booking.com to send me to this hotel - with the wrong start date. But instead of showing even the slightest amount of compassion, the hotel management decided to pin me with an extra $1500 fine. They made up some excuse for it (the previous night that I didn't stay there was supposedly a really popular one so I guess was paying for that?), and pretended like there was "nothing they could do about it." In any case, the reality is I ended up paying over 4 times the base room rate for the following night, which I guess was my punishment for getting scammed. I am trying to reclaim the money from my credit card company but I have very low hopes for that. ||||The good news: first I will say the location of the hotel is indeed fantastic, very easy access to Time Square. We were given a room on the 44th floor which had a pretty nice view, but was still incredibly loud with street noise. The beds were reasonably comfortable, but that's about the best I can say for the room.||||Note I was told by the manager that this was a "deluxe" room upgrade. Oh. I guess because it had a lukewarm fridge in it? Perhaps the room may have been slightly larger than a normal one, I don't know, but for whatever reason the two beds seemed to be placed crowded together and a larger space was left empty for no apparent reason. There was only a single sitting chair but no seating for the desk so we had to use the small table as a secondary chair. It's odd that a room with double beds which should clearly be assumed for TWO people would only supply a single chair. I guess that's their idea of "deluxe."||||Other notes: all of the plugs needed upgrading. The two on the lamp were loose and our connections fell right off. Bad news for people who need to charge their phones and iPads. The entire plug panel below the desk came right out of the wall when a small amount of force was used to try to unplug from it.||||The TV was small for today's standards and shoved onto the corner of the dresser so really only one bed had a good viewing angle, but it did have Netflix built in so I will give them props for that. Unfortunately, the free wi-fi they advertise was spotty at best, about comparable to the horrible on and off experience I had on my JetBlue flight. I guess that's what you get for "free." I had to turn my wifi on and off constantly to maintain any sort of connection and my partner just didn't bother.||||Within the bathroom, there was no vent, which made for really stuffy atmosphere post-shower. There was a small vent (see photo) that was rusted over; it didn't seem to do much to help with ventilation. On top of that, the thermostat simply wouldn't respond properly. I could change the set temp but that wouldn't help bring the room temp down, so basically the fan was just on all night to try to compensate. In the shower, the shower head was disgustingly rusted over as well. A $10 shower head would be such an easy replacement considering the exorbitant prices they charge.||||All in all, if it weren't for the horribly predatory management style, I might give this hotel maybe 3 stars? As I mentioned the location itself was really nice, and I suppose ultimately that's what you are paying for. But to charge this much money and clearly not spend that money making sure the room quality is up to par.||||To the managers of this hotel: please take my $1500 and buy a chair, some new plugs and a new shower head for room 4405. It really needs some love, and now you've got my money to...

My daughter and I stayed here for a few days before she started college. ||We arrived earlier than check-in time and were not able to access our room (which we expected and were fine with), so we dropped our bags with the bellman went about our day. When we came back to our room, my daughter turned back her bedding and her sheets were filthy…covered in what appeared to be pubic hairs. I called the front desk, a woman answered after 2-3 minutes of ringing, and said she would transfer me to a manager who would tell me “my options”. She then transferred me and after letting the phone ring for a full 5 minutes with no answer, I disconnected and called back. Again, 2 minutes of ringing, then someone picked up and hung up on me. ||I then grabbed my mobile phone and called the hotel directly. Someone picked up immediately. I explained the situation, and he said he would send someone up to make the bed right away. 15 minutes later, a man arrived at our door to hand us a bundle of sheets. For us to strip the filthy bed and re-make it. I don’t mind making a bed, but quite frankly, I can’t make a hotel bed where there are 2 flat sheets ILO a fitted sheet. So I said that someone needed to come change the bed. At this point, it’s after 10, and we are exhausted, having traveled early that morning. ||I called the hotel directly line again. By now, I’ve been dealing with this for 30 minutes and have started to lose patience. I asked for a manager, and a man named Sunil said he was the manager. I explained the situation, and his response was that he had sent me sheets, what else did I want him to do? My response was that I really wanted someone to come change the sheets on the bed. He responded and said that this would not be happening that night. That if I wanted them changed, I would have to do it. I lost all patience and said that the bed was covered in “f-ing pubic hair”, and someone besides me needed to strip the filthy sheets. He said he would see what he could do. Then he called back and said that no one on staff was willing to change the sheets, and that he would come and “lay a clean sheet on top of it” so my daughter could sleep on top of a clean sheet thrown over the old dirty one, but that he is a manager and changing sheets is a housekeeper’s job. (Which he had zero problem asking me to do). I told him that was unacceptable, and if no one could change the sheets, they needed to change our room. And his response was that there were no other rooms available. I told him to figure it out and I hung up. He called back 90 seconds later and said that we would be changing rooms. ||I said something along the lines of “great…we’ll pack all out stuff, change out of our PJs and change rooms. I mean at this point all the guy had done was jerk me around. Not one staff person I spoke with said “gee, I’m sorry and I’ll resolve that for you”. And I said as much. At which point he started shouting at me that I had cursed him out. I told him he was being a jerk (because he absolutely was) and he asked me what I was being. My response was “a paying customer who wants clean sheets”. He started shouting at me again, and when I suggested that he take a moment to get his emotions under control, he hung up on me.||So…we moved to a new room. Rock hard beds and an AC unit that doesn’t work properly. Lovely. I suppose you can have either clean sheets or AC, but not both.||In addition to this, the rooms are old...