The High Line Hotel — Hotel in New York

This was the worst stay I’ve had at a hotel. While checking in with Maximo, I expected a warmed, welcomed greeting, not a cold greeting and a demeanor that told me" I don’t want to deal with you" . Instead of being greeted with a warm welcome and a smile, your representative (Maximo R) was very short with me and seemed bothered by my mere presence.

I booked my hotel for two nights and three days on HotelTonight. As I understood the deposit was set to be $150 for my entire stay. Upon check-in I was told by Maximo that it would be $300 for the deposit, opposed to the $150 I was quoted by Rosalie H. when I called prior to booking (I spoke with Rosalie twice).

According to Maximo the deposit is $150 per night opposed to the $150 per visit quoted by Roselie H.

I explained to Maximo that I booked on HotelTonight, and spoke with Rosalie who verified the $150 deposit due.

Maximo was very short and lacked any form of compassion while I was visibly upset. When I asked to speak to the manager, he retorted “Well that’s the policy” and took off his mask to say “I am the manager” in the most condescending tone. Ultimately, I paid the $300 deposit. Massimo's behavior was so off putting, I lost the excitement and joy of my birthday. Concluding my exchange with Maximo I was visibly shaken and upset. I had to excuse myself because I couldn't believe that I was being treated so poorly. He made zero attempts to help me or find a solution aside from paying a $300+ deposit on the room. $150 flat and $150 per night are very different and the price should be specified on your website. I gave your staff every opportunity to inform me of any amount due upon entry before booking a room in your establishment. I informed him the $314 I already paid to book the room, was nonrefundable. In the climate of COVID-19, where people are trying to persevere money, leaving was not an option.

The same evening a guest of mine stopped by to celebrate my birthday. Upon entering instead of being greeted and welcomed, he was asked by Maximo “Are you dropping off a delivery?”. This is not an appropriate greeting. This begs the question(s):

Why couldn't he have been a patron of The High Line Hotel? (If he looked like the “preferred” clientele, would he have been asked if he was dropping off a delivery? I think not. What are your hotel's policies on greeting/check in? Is my and my guest's experience the norm for your hotel?

I thought Maximo was one bad apple in the bunch however I was mistaken. There is nothing on your website that states photography is prohibited. I would assume photos taken within common areas of the hotel would be not only allowed but encouraged. As a PAYING guest in this hotel, I expect that I can take pictures wherever I want with respect to privacy of others. Initially while taking pictures in the lobby we were not confronted by your staff to stop, I was complimented by one staff member, who went on to remark “we should enjoy the lack of patrons in the area as it's usually packed”.

A few minutes into me taking picture with my friend I am confronted by Monica. She walks over to us without introducing herself and says “you’re not allowed to take pictures in the lobby, it’s our policy”. I ask her to show me where it says I cannot take pictures of myself. She tells me, I can look it up. I felt that I was being racially profiled. I am a young, Black woman, and your staff treated me like I wasn't a true guest in your hotel, rather a dollar sign to be manipulated and disrespected every step of the way. If I am not allowed to take pictures in common areas

I expect signs to denote that I cannot take phots All of your staff be on the same page – (Why is one person confronting me , and another complimenting me and giving me tips? After getting home, I called AGAIN to verify the price of the deposit. Once again I was quoted $150. I have been obviously overcharged! I am disgusted, hurt,...

We recently stayed at the Highline Hotel for five nights. We were excited to be in this part of town, and the hotel looked great: small, cozy, hip, and nice. It was very expensive, but we were competing with other hurricane evacuees, and we figured the price would reflect the service. The room was missing some amenities, and was very small, but nothing necessary was absent. We were pleased upon checking in and unpacking, and the bed was very comfortable. Beyond the retro-boutique aesthetics, our stay at the hotel will be remembered by the numerous issues that we faced. Most of these came from housekeeping, but upon notifying management, nothing changed.

The day after checking in we left at 9am and returned at 3:30pm. The room was still not made up, and after requesting that it be, we had to wait in the lobby until after 5. I asked the staff if we could have our room made up by 11 each day, as that’s when our infant son usually takes a nap, and they said no problem. Later that evening I reminded them about the request, and a note was supposedly put in the system.

The next day we left at 7am and came back at 11am. The room was not made up, so we waited another 30 minutes in the lobby, but finally, when we realized that it wasn’t going to happen, asked if it could be done by 4 pm. I talked to the manager, Kevin, about the issues, and he said he would take care of it and do something to make up for it. I don’t believe he did either.

The following day, the room was made up by 11. That evening, upon turning down the bed, we realized there was no sheet on it. I called the front desk, and 15 minutes later a guy came up and handed me a sheet. I asked him if he could put it on, and he said he had other stuff to do. I said I would just put it on and he said, “Thank you.”

The following day we returned to the hotel at 11:30, and asked the staff if the room had been made up, to avoid the trip up to the room. They told us yes, but upon entering the room, it was just as we had left it. We waited 30 minutes in the lobby until it was ready. I talked to the manager on duty, and told him I was very disappointed with housekeeping. He said sorry and that he would take care of it.

We were charged 2x for the hotel. Once from where we booked it, and another time by the hotel for the total plus tax that we paid the booking website, plus tax, again. This second charge was supposedly removed, but is still on my credit card account.

Although housekeeping could not do their normal job, almost every day they knocked on the door in the evenings to ask if we wanted our snacks replenished. One time the phone rang at 7pm and housekeeping told me that they had a hairdryer for us, and they wanted to bring it back. We had previously had one in the room.

After discussing the issues with Kevin, one lady who worked at the front desk no longer greeted us or even looked in our direction when we passed through the lobby. Despite her, most of the front desk staff were very helpful, especially Kim and Alvin. The second manager that we talked to eventually told us that since we booked through a third party site that he could not do anything regarding compensation, discount, etc. He did say he would give us some credit for the restaurant, but did not say how much, and we never received any type of confirmation that it was there. Honestly, we did not feel that a free dinner made up for the issues that plagued the stay. At least he tried to do something. I imagine he is constrained by incompetent upper management. I wish I would have read more reviews before booking, because since 2014, the same issues are repeatedly complained about, and the manager repeated responds to the reviews that he will do something. I am sure he will respond with the same to this review, and ultimately nothing will change. This hotel could be excellent, but it appears those in charge have little interest in...

If you can imagine arriving after you paid $900 per night for a room and at 95 degrees last Friday- there was absolutely no air conditioner. a room that was considered deluxe King but offered no seating for our guests...and a manager that refused to make it right and offer help as we were terribly disappointed after contemplating between two hotels. It was this one and the Chelsea hotel. The manager was rude and unapologetic as she took no concern that they had to last minute provide a window air conditioner unit which was so noisy and blew warm/cool air on my head, and offered no upgrade to another room that would provide the decency commanding the price of $900 a night on the room. The room had no pictures, no chairs for our 2 kids to visit and was such a disappointment that we feel compelled to share this with you. The rug had holes in it. it was in need of major construction and can you imagine the manager not helping to defer these inconveniences. I am in disbelief.

The service with the Hotel Helpers was prompt, the towels were good, and the bed had clean sheets. What you might expect for a $900 per night room. But the windows were dirty- you could barely see out of them and I had to ask for a coffee maker and it came with no pods, which she explained i can purchase at a CVS a few blocks away. Really? can you imagine ? Perhaps if this was a hotel that cost $100 dollars a night but at the premium prices to be so arrogant not to offer help, to be so rude not to understand the meaning of a good service or polite accommodations still sits with me.

I remain so upset by the experience. Please do not stay at this hotel which boasts a great coffee shop at super high prices for bitter coffee filled with enthusiasts clinging to the entrance of the hotel blocking the entrance way. The shower was good, the towels were good, the service bus boys were so nice, but the manager was so lacking ins judgement and compassion that it was sincerely insulting.

I hope that you do not stay at this hotel when a lovely hotel for similar fees is right up the street. the Chelsea Hotel is the boutique hotel we were in need of with a wonderful restaurant called El Quijote which was so delicious.

When your children move to the city and they live in Chelsea....you try to find what is close to them...sometimes you debate too much and choose the wrong place. This was the absolutely wrong place !!! do not stay at the High Line. There are no photos to add of this really bad experience. but Please note....We have traveled to so many places, and when the quality is lacking the manager usually makes it right, some how. But this manager was absolutely inadequate-rude and unapologetic.

I hope you use this as sincere advise- I rarely write reviews, but I had to warn you all of this Bad decision to stay at the High line. Do Not stay there...you...