The Cloud One Hotel New York-Downtown — Hotel in New York

When we arrived at Cloud One Hotel, we were greeted by a lovely and genuine receptionist who made check-in smooth. However, as soon as I entered my room, I noticed a strong damp/moldy smell. I tried opening the windows and spraying aftershave, but when we returned later, the smell was still there. I went to reception, and they offered me a new room, which I accepted.

The first night in the new room, I found myself itching and scratching a lot. I didn’t think much of it at first, but the next morning, after showering, I realized the hotel’s shower gel and shampoo were very strong and caused a rash on my skin. I’ve never had a reaction to hotel toiletries before, so I stopped using them.

Another issue was housekeeping. Rooms weren’t cleaned until 4:00PM, which was frustrating since I was leaving early in the morning and returning in the afternoon to rest. I asked twice if my room could be cleaned earlier, around 11 AM or noon, but nothing changed. The cleaners was good but there was still dust in the rooms and sides wasn't wiped down. But the rest of the room was clean

A few days into my stay, the itching got worse. I went to reception and asked if there could be bed bugs or dust mites. The staff said they would check with the manager, but I never heard back. When I followed up, I had to explain everything again to a different staff member. I showed them pictures of my skin, and they suggested I see a doctor or go to urgent care. I asked if they could at least change the bedding or inspect the room. They said it was likely the detergent their cleaning company uses. To test this, I slept in my own clothes for three nights—and the itching stopped. This confirmed the issue was with the sheets.

I asked to speak to the manager and explained my concerns. He immediately shut it down, saying, "We don’t have bed bugs or mites." When I asked how the hotel planned to handle the situation, he said, "Do you want to leave the hotel or get a new room?" His attitude was cold, and he didn’t seem interested in helping.

When I questioned him further, he hit me with, "I’ve been in this industry for 30 years—longer than you’ve been alive." I couldn’t believe how rude and unprofessional that was. I told him straight that his response was unnecessary. Another staff member tried to defend him, but I wasn’t having it. I said I would wait to see how they handled things before deciding what to do next.

They eventually upgraded me to a better room, which I appreciated, but after that, the atmosphere changed. Before this, the staff were friendly and welcoming. After the incident, they barely acknowledged me. It felt awkward, like I was being avoided.

On the positive side, the hotel itself looks great, and the location is perfect—close to the 9/11 Memorial and other attractions. Some of the staff were lovely, but the way management handled my complaint ruined the experience.

The view from the last upgrade was the best view and too. Was much bigger and much nicer. Thank you for the upgrade.

Would I stay here again? No. If they worked on their customer service and management’s attitude, it could be a great hotel, but based on my stay, I can only give...

STAY AWAY! ||Had a very unfortunate stay at The Cloud One Hotel in New York. Arrived in Mid September and the Air conditioning was malfunctioning in my room (over 80 F). When I asked if it could be fixed, instead of fixing it, they showed me how to fix it myself. The first night I repeatedly fixed the AC every 2-4 hours. The next morning I again requested it to be looked at, and it was not. The second night it went out and would not come back on (it also began making a loud beeping noise). A little after Midnight I went to the service desk and told them about the issue. They said they would send up a crew to look at it, but my pregnant wife was trying to sleep, so I requested to be moved. ||The next morning. I requested to speak with a manager and was told their supervisor Sami would be back the next day and would rectify the issues in 2-3 days would be reaching out. ||Sami never reached out. I had to email her a week later. Sami said she was aware and was "investigating" the issue. She claimed she would let me know more soon. I am unsure what "investigating" needed to be done for a very clear disruption, and failed completion of services paid for. This was not the Warren Commission, I simply wanted to be fairly compensated for the major inconvenience and distress of paying such a high price for services not rendered!||Sami never replied. I again reached out 2 weeks later requesting an update and was told Sami would be back on 10/18 and would get back to her "investigation". On 10/24, over 1 month after my disappointing, and tiresome stay at The Cloud One Hotel, I gave up and called the hotel and amazingly Sami picked up. She had no excuse not to be replying to me.||I voiced my concerns and my dissatisfaction with the appalling lack of communication. Sami offered me a "potential" free night at the "location in New York or in Europe". I explained that this was not a satisfactory resolution the issue that I paid over $700 for 2 nights in a Hotel, and did NOT sign up to be a maintenance worker having to fix my own AC... OR that I had 2 night of extremely disrupted sleep. I really wish for a refund of a minimum 1 of the nights I had to stay there. In reality it wouldn't even be a refund, because I did not ever receive what I paid for!||I explained to Sami, that I am not from New York, I do not live near New York and that Europe is far away and expensive and it would be of zero use to have a free night at one of their locations as I would never be near any of their locations in the future (I cannot afford to routinely travel).||Sami told me "Maybe because you are so upset, you cannot understand what I'm offering you, but Europe isn't that far away"||Wow! that was SHOCKING!... Not all of us can afford to travel and to stay at nice hotels... but when you do, you expect a level of service and respect and Cloud One DOES NOT have it!||What a very sad, disrespectful, and preying display from the management at...

STAY AWAY!

Had a very unfortunate stay at The Cloud One Hotel in New York. Arrived in Mid September and the Air conditioning was malfunctioning in my room (over 80 F). When I asked if it could be fixed, instead of fixing it, they showed me how to fix it myself. The first night I repeatedly fixed the AC every 2-4 hours. The next morning I again requested it to be looked at, and it was not. The second night it went out and would not come back on (it also began making a loud beeping noise). A little after Midnight I went to the service desk and told them about the issue. They said they would send up a crew to look at it, but my pregnant wife was trying to sleep, so I requested to be moved.

The next morning. I requested to speak with a manager and was told their supervisor Sami would be back the next day and would rectify the issues in 2-3 days would be reaching out.

Sami never reached out. I had to email her a week later. Sami said she was aware and was "investigating" the issue. She claimed she would let me know more soon. I am unsure what "investigating" needed to be done for a very clear disruption, and failed completion of services paid for. This was not the Warren Commission, I simply wanted to be fairly compensated for the major inconvenience and distress of paying such a high price for services not rendered!

Sami never replied. I again reached out 2 weeks later requesting an update and was told Sami would be back on 10/18 and would get back to her "investigation". On 10/24, over 1 month after my disappointing, and tiresome stay at The Cloud One Hotel, I gave up and called the hotel and amazingly Sami picked up. She had no excuse not to be replying to me.

I voiced my concerns and my dissatisfaction with the appalling lack of communication. Sami offered me a "potential" free night at the "location in New York or in Europe". I explained that this was not a satisfactory resolution the issue that I paid over $700 for 2 nights in a Hotel, and did NOT sign up to be a maintenance worker having to fix my own AC... OR that I had 2 night of extremely disrupted sleep. I really wish for a refund of a minimum 1 of the nights I had to stay there. In reality it wouldn't even be a refund, because I did not ever receive what I paid for!

I explained to Sami, that I am not from New York, I do not live near New York and that Europe is far away and expensive and it would be of zero use to have a free night at one of their locations as I would never be near any of their locations in the future (I cannot afford to routinely travel).

Sami told me "Maybe because you are so upset, you cannot understand what I'm offering you, but Europe isn't that far away"

Wow! that was SHOCKING!... Not all of us can afford to travel and to stay at nice hotels... but when you do, you expect a level of service and respect and Cloud One DOES NOT have it!

What a very sad, disrespectful, and preying display from the management at...