The Lexington Hotel, Autograph Collection — Hotel in New York

Edit to add: This is not a BBB accredited business. They have an F rating with multiple complaints against them, hundreds of horrible reviews, with everything from dirty rooms to fraudulent charges and theft. 4 days after my stay they charged my account $200 without sending me a receipt or any type of information for what these charges were for. We charged nothing to the room. This is pure fraud. The reason for my stay was bringing my mother, who has cancer, to Manhattan for her 60th birthday. I called the hotel 7 times prior to my stay, leaving messages with the staff I was directed by reservations to contact, because I wanted to arrange a fruit basket or champagne in the room as a surprise upon arrival. I clearly expressed that I was willing to pay a premium for this service. I never received a call back, and my calls were never answered. Even after checking in and informing the front desk of this, we still were never able to arrange any type of fruit basket or champagne delivered to the room (again, we were in no way asking for this for free). I was told I would receive a phone call from the department that handles those requests and that phone call was never received.​ I tried calling the front desk from the room multiple times and was never answered.

Upon arrival at the hotel, we noticed the bathtub drain was closed and there was a clear line of film of dirt and grime around the edges and in the base of the tub. Aside from the dirt, it was obvious it hadn't been cleaned because the drain w​a​s plugged. We called the front desk to inform them of this situation, and our calls were never answered. We called repeatedly over the course of several hours and were never answered or responded to. We attempted to speak with the front desk, but the line was so incredibly long and moving so slowly due to only 1 or 2 front desk staff working we opted to just clean the tub ourselves. After an abysmal and incredibly overpriced, ​frankly disgusting continental breakfast, we arrived back to our room to notice the cleaning cart outside of our door, but the door was locked. My key was not allowing me in. The door was completely shut and locked. After knocking and repeatedly trying my key, a member of the cleaning staff opened the door and said he needed 15 more minutes. We said no, we needed to get into the room, because my mom needed to take her cancer medication. We entered the room to find no cleaning supplies, clean towels, clean sheets, or any indication of cleaning whatsoever, and the cleaning cart was ​nowhere to be found, not even out in the hallway, clearly indicating he was not actually cleaning the room. Shortly after he left, we noticed my mom's cannabis vape pen for her cancer pain was gone. It had been sitting right on the nightstand, we completely searched high and low (even though she never replaces it because it is entirely necessary for her pain management), and it was nowhere to be found.​ We soon noticed her prescription bottles were gone as well as several small designer accessories. I have never been stolen from by hotel staff, and I am shocked that he chose to steal my moms cancer medication that is clearly labeled with a medicinal label. We knew it was the perfect crime, because we had no recourse. It's our word against his, and he would obviously deny it. However, it has never been lost or misplaced, and the​re was no cleaning cart and no cleaning supplies or linens of any kind present in the room.

The temperature control in the room did not work. No matter what we set it at, it stayed at 69 degrees. It was humid and miserable. We again tried to contact the front desk, but our calls were not answered and the lines for the desk stretched to the door. At this point, I attempted to call corporate, where after calling one number 3 times with no response, I tried another, and then finally another, and was finally answered, but the woman blatantly stated there was nothing she could/would do.

And whatever you do, do NOT get the continental breakfast. It's $40 a person and only includes...

I have not left many negative reviews but this hotel warrants one as a warning to other travelers. Many similar options in the area. I'm writing this as a Bonvoy Platinum staying at the hotel for one Friday night.||The hotel was not busy and all room types were available to book online. I checked in the evening before on the app and clicked we would be arriving at 10AM. I also called the hotel to let them know. They said they were not too busy and that it was a possibility. Both my wife and I travel frequently for business and know that an early check in was not always available.||We also had requested an upgrade using one of her Bonvoy upgrades (not just bc of Platinum). This was a special night for us celebrating a milestone. We did not notify them of this.||Due to a late flight we did not arrive to the hotel until Noon. There was a short line to check in. During check in we asked about the upgrade. The young woman looked at us like we were speaking another language. She said they "didn't do upgrades" (although it was clearly offered on the app). She also said there were no larger rooms available (also untrue as every room type was available for booking).||We could let that pass I guess as the rate was reasonable for NYC (seasonality). Well, at least could we get into a room? She said no rooms were available and check in was a 3PM. She said the doorman would hold our bags if we'd like until a room became available. It was raining so we said we would hang out for a bit in the lobby and do some work in case something became available. We said we'd appreciate it if she could let us know if that happened. She hardly looked in our direction for the next hour.||Please know that both of us are quite passive and pretty easy to please as you can see from my other reviews. There was no demand made or unpleasantness whatsoever. We set up within view of the desk and pulled out laptops/airpods and knocked out some work.||For the next hour we saw many people checking in, and getting keys and going to their rooms. When the check in lady went to the back (and the coast was clear) my wife inquired to a different person who said there were rooms available and that we weren't even checked into the hotel yet? Huh?||After presenting ID, credit card, etc. we had a key a few minutes later and went to the room. Never bothered to inquire again about upgrade although we were on a high floor. We were offered a $35 bar credit and free breakfast buffet for Platinum. We did not plan to, nor use the breakfast.||The room was pretty tired. Very loud AC. Slow draining shower tub, beat up furniture, and ugly stacking banquet chair at the desk. Water in sink did not get very hot. Sheets were fine. Room was average size for NYC. Window shades were dirty and difficult to close. Very little street noise due to high floor which was nice. Never used the TV. No coffee in room.||In the end the hotel worked out fine. We did use the $35 in the bar, albeit a manhattan and a glass of chard was almost $70 so not sure how much of a deal that was LOL.||We had to leave early the next day so didn't test a late checkout.||With so many similar options in midtown would not stay here again due to the check in and general lack of quality. Also they didn't post the $35 bar credit nor the points stay until we emailed them a few...

I've now stayed at this hotel twice and I've been disappointed twice. The first time we were disappointed because of the bar and restaurant. They aren't very good and are way over priced but the location of the hotel is great. This time we were looking for a hotel in the same area and while we didn't want to stay here again it ended up being the less expensive option. However this stay has made me never want to return again. The room we were given was horrible, it kind of made me understand why the price was the lowest in the area. The hallway leading to our room was in pretty rough shape with red stains all over the wall. It was pretty gross to look at each time we had to walk to our room. The room over all wasn't in the best condition either. The bathroom was especially a complete disaster, the ceiling of the bathroom isn't solid, it's a sheet of white plastic that was stretched over the bathroom and glued up. It appears they've done this because whatever is above it is falling down. There were huge chunks of what appeared to be cement lying on the plastic making it hang down to the point where the door hit the plastic sheet every time you opened it. The plastic was also roughly and unsightly patched in areas where it must have been torn. The desk chair was just an old stained banquet chair that looked like it had been discarded and brought directly from one of the ballrooms. We also had power issues in the room. When my wife tried using the hotel supplied blow dryer, it tripped the breaker and plunged the entire room into darkness. It killed all the lights in the bathroom and the rest of the room and also killed power to the air conditioner during a heat wave. When I called down to the front desk for help I was told they'd send someone up in 30 minutes to try and reset the breaker. We got to sit in a warm very dark room until they finally got around to fixing it for us. When we told the hotel of the issues they told us oh they were so sorry and would waive the resort fee for us. When we checked in we weren't told about any resort fee and when I asked about it we were told it covered the wifi and 2 free drink coupons for the bar. Seeing as how I'm a Bonvoy Platinum member, I wouldn't have paid for wifi anyway and we were never given drink coupons to begin with. We thought they had stopped charging a resort feed because it was never mentioned when we booked it and it was never mentioned when we checked in. So the only compensation for a horrible stay was the refund of a resort fee we got no benefit from anyway. If you're thinking of staying here, do yourself a favor and go somewhere else. On top of all that, if you are looking to leave your bags with the bell stand while you walk around before you leave, they charge $5 per bag. I've never had any hotel ever charge me to hold my bags for a few hours before. Marriott calls this one of their high end Autograph Collection hotel but I've stayed in Fairfield Inns that are cleaner, better maintained, and more customer focused...