Renaissance New York Harlem Hotel — Hotel in New York

Me and Harlem go way back. Aloft Harlem used to be my go to hotel before I started staying more on the lower east side. In fact, a Marriott employee who used to work at Aloft directed me to this brand new, just opened hotel. I was excited to return to uptown and stay in this spot!||I wanted to love this hotel. I don’t like giving lackluster reviews and feeling like a Karen. But over two nights, the transgressions just piled up. I’m a Marriott ambassador who stays in hotels about 240 nights a year. I never bring up my status. This might be the first time I actually uttered in frustration, “it’s September and I’ve already spent 27,000 dollars at these hotels, why is this so hard?”||Upon checkin, it took almost an hour. This is even more frustrating because my first night was business and my company always sends a spending authorization. Two days in a row I checked with the hotel to see if they had received the authorization. They lost the first one. They mismanaged the second one. I always call or chat ahead to ensure a smooth checkin. It was still a mess when I arrived.||The room was a “Central Park view.” I should have known better; I don’t know why I believed this title. I know New York geography better than that. I was looking into a building. Central Park facing or in the direction of Central Park shouldn’t be called central park view.||I had changed from the city view to the Central Park view before arrival and I guess I’m glad I did because while they were trying to figure out my reservation they mentioned they had oversold the city view rooms.||I will say the black out shades do a great job.||The bed was fine. Sheets were a little coarse. This hotel costs close to what a Moxy costs, so their sheets should be comparably smooth and comfortable.||The bathroom was an absolute joke. Maybe not all the rooms are like mine, but mine may as well not have had a door. As you can see in my photos, the door is for “art.” There is a huge gap where you can see everything! Like probably 12 inches or greater of a gap! Who designed this and thought it was a great idea?! Glad I was alone.||The air unit is SUPER loud. Doesn’t bother me as much since we usually have a fan on at home, but it was so loud that when it came on, I had to turn the TV up. It will likely bother some people.||And you can hear everything through the walls.||Oh, and the toilet clogged twice. And one of the days, the hot water was off all day for repairs, though that’s out of anyone’s control. It’s just giving context to a very un-relaxing stay. ||Back to the front desk mess—I later noted a destination fee on my bill (I had two separate bills because one night was business and one was personal). I don’t mind destination fees—I’ve had them at many Marriott properties.||But I was never informed of this one. I even asked at the restaurant, and they had no idea. I finally went to the desk and asked and they explained I should have been given vouchers for each night for 25 dollars off at the restaurant. But now the restaurant is closed and I’m checking out in the morning. I had spent almost 300 dollars at the restaurant (reviewed separately) over two nights, yet now I’m being charged 50 dollars in destination fees, but didn’t get to use them because the hotel staff faltered on their end. They gave me a shrug.||The morning of checkout, I stopped by to see if I could get some resolution, and again no one seemed to know what to do or who could help. And tons of people were just piling up in line, adding to the anxiety. I finally got an accounting manager, who took my info, and said she would follow up. I’m not convinced they cared, as much as they could see I was starting to get frustrated and wanted to placate me.||I finally just ended up emailing my ambassador concierge for help, which is what I should have done in the first place. We’ll see how that goes.||Miracle, who checked me in, was very nice and trying her best. She was the only one who seemed to care, even if she failed to give me the vouchers. Maybe the hotel could offer her more help and train the staff better. ||But overall the place is understaffed and undertrained, and many times you’ll wait a long time without acknowledgment. I don’t mind waiting as much as I don’t like being ignored. I’ve stayed at other new Marriott properties and they were much more put together than this. ||I’ll go...

I came to NY to visit family. I am a New Yorker through and through. Since I was going to be in Harlem & this was a new hotel, I figured I'd try it.

My first impression entering the building was good. There is a desk in the lobby but it's not for the hotel. You have to take the elevator to the 5th floor. Upon stepping out, it was congested due to people waiting to get on the elevator or check in. It was the late afternoon, so it wasn't loud at all. Check-in went well.

I went to my room to drop off my bags and went to Raisin Cane's. It's new & walking distance. Upon returning to the room, I took some pics, filmed, looked around, and began some disinfecting.

What I noticed right away was the stained floors. The floors look like concrete but appear to easily stain. It doesn't look like a design. The desk appeared to have stains as well. I wiped it down, but the stains were baked into the cheap desk. The love seat with the floor lamp right next to it was really cute. There are mirrors on the wall behind the bed. The bed & dresser have lighting on the bottom. There is a coffee machine but no refrigerator. I was disappointed with that. The bathroom is a very nice size and good esthetics. The glass like mural door is pretty.

What was disturbing was when I pulled the shower curtain closed, I found a wet wash cloth left over the shower curtain. Now I'm annoyed because the room looked clean, but to what extent? I called the front desk twice, and no one answered. I then called the restaurant and they switched me to the front desk. I could barely hear them because of the loud music but was told someone would be right up. 5 minutes later, a man came to my room. I began to explain what happened, and he said I don't speak English. This pissed me off more. I pointed to the washcloth and asked for house cleaning. He said he would send someone. It's late and we wanted to take a shower. 40 mins later, another man comes. He has on one glove and is holding a huge garbage bag. As I started talking, he said he didn't speak Englis. This man pulled out his cellphone and had me talk through a translator app. 🤦‍♀️ You can not make this up smh. I pointed to the washcloth, and this guy picked it up and tried to just walk out of the door. We started calling him like where are you going. The shower needs to be cleaned. On the app, he typed he would send housekeeping.

At that point, we went to the front desk just to hear loud music because a live band was there. The front desk, bar, and restaurant Is literally in the same area. Whoever made this design was not thinking at all. In order to talk to Isaiah, I had to lean over the desk, and he had to lean close to me. He tells me housekeeping leaves at 6 pm. All this time, I was waiting because 3 people, including Isaiah, had me waiting for someone who was never going to come.

I wanted to leave the hotel right then and there, but it was after 12 a.m., plus we had pre paid for the room. He said he could switch our room, but at that point, we said we would clean, but we wanted to be compensated for the experience. He said we had to speak to a manager who came in the morning because he couldn't do anything.

We go back to the room, tired and upset on top of having an early doctors appt. We sprayed & and wiped down literally everything with lysol. Now I get in to take a shower, and as I look at the wall, I see a long piece of hair stuck to it. What a first impression.

After being passed to several people I believe I spoke to Jessica, the Assistant GM who gave us a card for brunch as well as credited our bill. Upon check out the next day, we said, Why not have brunch on them. We went to check out & asked Jessica did the card cover 2 both of us & she said yes. At 12pm the receptionist said give her a few, they weren't ready yet but she would call us over. She never called us, but we saw people being seated. Then we showed this card b4 we ordered just to be told they don't honor brunch. We just left at that point. JUST A HORRIBLE EXPERIENCE. The communication is horrible....

First of all I don't think this hotel should be allowed to use the renaissance name . It does not follow protocols . This is not a safe place to stay .

However the staff here are the nastiest and most ignorant I have ever seen in any renaissance hotel . They do not follow protocols , and are the antichrist of customer service .

I forgot my room number but had my key in my hand that worked . Showed the front desk my reservation which I made online . I showed the front desk who I was online. The person who checked me in was also there . I asked them to call the room to get verification from the other guest they refused . I asked them to ask security to escort me up to the room ( they found the reservation online ) as my passports and ID were in the room they refused . I explained my laptop was in the room my ID and and clothes and I had to start work and to call my workplace . They refused . I was not dressed did not have a sweater or coat or socks and it was October I was freezing . One nice young man at the front desk tried to reason with the manager and other staff members they wouldn't listen . The restaurant staff tried to intervene as did the other guests , all suggesting they call the room or send security up with me to get my IDs the manager refused . Finally I said I would call the police as I did not have my clothes or my things and my passports were in the room . After I said I would call the police a staff member went against the managers instructions and told security to knock on the door and I was allowed back into my room . 14 . They then tied to claim it was the rules and I told them clearly it was not as I often travel for work and usually stay at the renaissance due to good service . I asked the manager to call the regional manager they refused to make a complaint 16 . The reason I think the manager did it on purpose as a power trip is because I asked for security escort to my room to how them my passports . Terry put her hand over her badge so I couldn't take down her name to make a complaint which is another reason why I believe they were doing it on purpose This is the worst experience I have ever had in any hotel in my life . The reason I am positing this is so that they cannot do the same thing to other guests . Ultimately the person who checked me in was at the front desk . My reservation was in my phone I shows it to them . My passports were in my room and they refused to escort me to my room to show my ID. They saw my picture online . I was left freezing for an hour without my stuff , unable to go to work . They did not listen to other guests , restaurant or other staff members who tied to intervene . They only let me up to my room after I called the police . ( they will deny that happened but I have the phone records ) They let me in before the police got here . They refused to give me the hotel address to call the police . They refused to provide their name badges or the contact email to make a complaint which. Suppose I had been robbed or lost my ID - I shudder to think I would have had to sleep on the street despite having paid for the room , and despite the staff knowing who I was . For two hours they claimed it was against their policy to send a security guard up to my room with me - so I can show my passports and other IDs. As soon as I called the police the manager Tia let me up within five mins . They then claimed she didn't know I had called the police , but I dialed in front of the staff . I should add that other front desk staff did look embarrassed and apologetic but the manager and Terrry do not listen to reason and are loud aggressive bullies so the nastiness towards guests prevails . I asked for the email to make a formal complaint it was never provided . I should add the restaurant and staff were lovely but I was told it is a separate entity . The hotel is not a safe place to stay . Also it is the worst experience I have ever had in any...