ModernHaus SoHo — Hotel in New York

I regret not reading through other reviews outside of five-stars lucky enough to receive night-and-day service from what we felt was very absent service, and terrible value. It was the worst part of our stay in NYC, by far.

As others have noted experiencing on other review sites, our main issues were: sound, price, value, and issues with guest staff.

We looked forward to having a great time at the pool and bar, especially since we paid the SoHo fee they said enabled them to provide complimentary cocktails. No one we spoke to could give us a straight answer on how to get them. One gentleman (we'll call him G, since providing names isn't one of James Hotel's strong suits) said we'd have to purchase a platter. Nothing in the booking said we had to purchase anything to receive the free welcome cocktail. In fact, the $40/night fee was paired with them saying we'd get a few things in return (that we never did). Funnily, G was standing right next to another person (manager?) after we brought it (and other items) to their intention. The manager said we were misinformed. When we noted the person standing right next to him literally just told us about the required pre-purchase, G just looked away and shrugged his shoulders.

For the price, the room is very small even by NYC standards. While it notes floor to ceiling windows, they mean feet-above-the-floor-to-ceiling. Which is probably a good thing, considering they have the worst sound insulation (if any) of any place in NYC. The old surge protector on the night stand and randomly unplugged devices (lamp, iHome) were a nice touch. Do not go by what you see in the pictures.

We were excited about the idea of hitting the pool. Maybe we accidentally booked on a birthday for teenagers, but it was hardly possible when even getting to our room was met with battling the crowds of teens / kids? on the elevators. There was a female apparently trying to operate the elevators, and she let us on eventually when the pool party attendants were set. So nice of them to let guests into their rooms! Had hoped for a more mature, fun bar pool setting versus what felt like an open pool in the middle of the day for teenagers, but that's not necessarily the hotel's fault. I understand that the pool/ bar area aren't the responsibility of the hotel (they made that abundantly clear when we addressed some of the issues with them).

Ultimately, the noise became unbearable. We tolerated the first night because we checked in so late. The noise was especially intense late evening. We recorded what sounds like grinding and shifting. The second night added sounds of glasses dropping and scratching. Hoping it was just from construction or the bar and would fade, it actually woke us up the next morning.

When we brought some of the issues we had in the evening, the manager said he was sorry, that they couldn't control what happened with the bar or other noise. During construction, hotels usually provide earplugs or a warning. At the James, it's apparently just not their issue. To the manager's credit, he did offer to upgrade us when we said we planned to leave (we were scheduled to stay for 3 additional days). But at that point, the noise was only one of a variety of issues. We checked out first thing the next morning (thanks, early AM noises, for making sure of that!).

I almost raised the review to two-stars, thanks to one helpful doorman.

The total cost for two nights was almost $1000. For that much, we could have stayed on Park Ave. with better food, better bars, no kids, no noise, and better entertainment. In fact, we got all of that at the next hotel for (much) less near Park Ave!

If it weren't for the room making such a terrible first impression, and various staff (especially G) giving us the runaround, we might have stayed through our scheduled booking. Of course there will be weekends where noise and non-guests will be a factor in any hotel, especially one that's open to the public. But the cost, lack of ownership by (most, not all) of the staff, and lack of amenities just...

Booked a 1 night staycation here overnight with the VIP Pet offer and had on okay experience. Unsure how it is labeled as a 5-star hotel because I view 5-star as a much higher caliber in terms of all around service and rooms.

LOCATION: Fun and rooms were fairly quiet for being in NYC. Great closeby coffee options and shopping

ROOMS: Definitely NYC sized (cozy) but overall seemed very clean, comfortable bedding, and honestly the bathroom was the prettiest and best part-really nice. Before we checked out, we were laying on the bed and noticed significant MOLD on the top wall corner of the bathroom that clearly had not been treated and been there a while. I attached pictures below. Would not expect something like that in a 5 start hotel where we paid $500++ for the night. Other odd thing was the thermostat and heat controls. There was no way to control if heat was on or if a/c was on or adjust fan level. Basically if you set the temperature above the room temp it blasted hot air and if you then set the temp below the room temp it blasted cool air. No way to get and stay at a comfortable temperature or adjust fan level.

SERVICE: Everyone we interacted with were very kind and pleasant, so this is not a complaint about their efforts or particular staff, moreso the baseline of services offered. In general, I feel like a hotel of this theoretical caliber should have more of a concierge approach to welcoming guests in, taking their bags. and available 24/7. During the evening (we got back around midnight), there was simply a security attendant with headphones in and no actual front desk or concierge staff to welcome you in, open doors, etc....felt very DIY and not in line with what we paid. On the good side, they were very accommodating with a slightly late checkout and holding bags while we shopped around the neighbourhood-so thank you for that!

PET FRIENDLY? Technically yes, but def not as pet-friendly/loving as it seems online. I booked a specific offer that included the pet fee (which is SUPER REASONABLE and honestly hard to find in NYC at just $75 one time fee) and the offer also should have included a dog bed in the room and water bowl. When we arrived, none of these items were there. I normally just pack a water bowl but since I booked this package I figured I did not need one.....Later in the day we asked for them to bring up these items that should have been in the room and included in the offer. They were very sweet at the front desk and brought them up but very underwhelming. The dog bed seemed like a cheap pillow in a weird grey zipper sack and very lacklustre....not cute or cushy at all and felt like some weird pillow instead of a dog bed. The even weirder part was the "water bowl" they brought was literally a white round plastic takeout container that felt as if someone had not properly washed it and there was grease coating the inside of the container. Again, very odd for offering these "perks" with an added cost. Honestly the water bowl was very disgusting and just used a water glass that was clean instead of the greasy container. If you're looking for a dog loving hotel downtown with dog amenities, try somewhere else.

If this hotel were closer to $300 I would not have a problem returning, but at the higher price point for the king size bed rooms and issues above, not...

We stayed at the Moderhaus to celebrate my daughter's wedding. We had several rooms booked with many family and friends joining us. The property was exceptionally beautiful/ The rooms were all fantastic! the views were all amazing! And the Roof top Pool was to die for! It was the icing on the cake.

The Moderhaus STAFF made every moment of our stay the best it can be. Every single staff member we interacted with went above and beyond. There are a few I would like to specifically mention:

It started with Maria Shum, who was very helpful, responsive and patient with me when I called to book a block of rooms.

To the Wonderful front desk agent, Yami, who took the time to help my husband with his cufflinks on our first day, then with the manager Krystle made sure our check out was seamless.

To the best concierge Eric who took care of all our luggage that included Tuxedos, wedding dresses, gowns, guitars, baskets.......

To the amazing lifeguard DK, who always had a great smile, was so gracious and who helped me set up for a great morning on the pool for the newlyweds and their friends and family without any hesitation.

To our second day Lifeguard Maxwell, who made sure we always had fresh water and fresh towels.

To Mimi, who within a minute of me trying to tell her what I needed for our party, Had the most amazing Brunch set up on the pool bar including Mimosas that were out of this world. Mimi did not skip a beat. Ran down to the kitchen, took care of everything. Set it all up. Mimi Kept checking on me as we kept ordering more food. Mimi you have no idea how important that brunch was to the newlyweds! You Made It Happen!!!!

My compliments to the chef, although I did not meet him/her. The breakfast (egg and cheese/bacon sandwiches, Avocado toasts, parfait with fresh berries, awesome fresh pastries) were all to die for. We could not get enough and kept ordering more... We even ordered the next morning.

To Renee the General Manager who took the time to talk to me when I called about some unexpected changes and without hesitation took care of the situation quickly made me and my family special!!! Especially the bride and the groom!.

As a parent I wanted this weekend to be very special and very memorable for my daughter. Modernhaus you helped me do that and I will forever be in debt to you!

There is no doubt in my mind that the Moderhaus will be my home away from home for my next...