The Pearl Hotel New York — Hotel in New York

Hello,

I am having a TERRIBLE time here with my family. I am currently staying Day 2 at the Pearl Hotel and we have the most unfortunate vacations in our lives and I don’t know how we are going to be staying another 4 days. PROBLEM: CLEANILINESS

The biggest problem here is cleanliness. We are staying on the third floor. The carpets reek of old perfume and smell like feet. There is hair all over the mattress covers. By all over, it meant both beds and all different kinds of hair. The grossest part was that there was strands of cut hair (black hair) on the sheets as we laid down for bed. Because I have dark hair, I was just like, let me just uncover the sheets and sleep under it because we were so tired from our flight, but then there was hair all over the mattress sheets.

When I called the Manager Ozzie to make a complaint, at first he seemed accommodating and changed out our sheets and mattress covers. But then, he remarked that it’s hard to remove hair from the mattress cover. And I explained, “is this the standard of your hotel?” And he said that hair can be hard to remove. But I personally think it can be vacuumed or the sheets replaced, or something. He offered to exchange the room for us, but I declined at that time because I was too tired to move. This was around 11pm at night or so.

And I also realized that this room smelled bad, so I made another call 3 hours later. That manager was gone so I spoke to Ollie. He was completely unaware of our situation. I asked about a room change— and he was very confrontational at first and said there is nothing absolutely available and said that he could send up staff to vacuum our room if that’s the problem. At the end of the call, after explaining everything, he said I would look at room availability and tell me the next morning.

At 8:45 am we called the front desk again because we had a terrible night. There was A DIFFERENT manager on staff. She said another room on floor 3 was vacant but housekeeping staff comes at 9 so the room would be ready in hour or later so. An hour later, no updates. Here we are, STUCK, UNHAPPY, and unsure if this next room will even be clean.

My time here is MISERABLE. I would do anything to go to a different hotel. Cleanliness is my most important factor, and I definitely think I was fooled by so many good reviews left and I want to leave my first impression on this hotel for others to see what the problem is.

This is supposed to be a relaxing anniversary vacation for my parents, but it's anything but that. And so far, management has made ALOT of PROMISES that they...

I booked the hotel around August 2024 for a March 2025 stay. I was a little worried because after that I didn't get any communication from them at all before we arrived - I thought this a little unusual as typically at least you get something trying to upsell you something...!

Anyway, we arrived and the reception guy was lovely. We'd missed the free wine hour (more about that later) but he still offered us a glass to take to our room. The room was actually larger than I expected for a city hotel in NYC. It was clean, the bed was a good size there was a fridge (very noisy!) and microwave and safe. They also had a TV in the bathroom which was a little unusual.

Every time we interacted with staff they were always happy and helpful. The staff working around the hotel were courteous and happy to talk to you. Our TV stopped working properly – we reported it on our way out that morning - and it was fixed by the time we got back later that afternoon.

The location is ideal. Literally a few minutes walk at most from Times Square, yet on one of the (much!) quieter roads so it never felt like we were in the thick of it, nor was there significant noise from outside.

They had a free wine hour at 5-6pm each day. We managed to get to a couple of these and they were really nice. You could help yourself to red or white wine. And then many other guests would sit around in reception – we had some nice conversations with various folks from different places.

They do include breakfast too. It’s not a banquet by any shout, but it was enough for us to set us up until lunch…. Fruit, yoghurts, tea/coffee, cereal and a selection of pastries. They have coffee/tea and a few snacks available for free 24 hours too which was handy when we got back after a long day to keep us going until our evening meal.

One niggle we had was that one of the two lifts was out of order throughout our stay. Now, even though the hotel felt quite small, it seemed that whenever we wanted to use the lift, so did several other residents, seeming it always going in the opposite direction to us….! So the wait was often quite long. But again, if staff were using them they’d always defer to us and let us get in before them which was helpful as sometimes they were quite full! It did puzzle me where all the people came from some of the time…!!!

But overall, this was a lovely hotel with great staff in a great location. I can’t compare it to any other NYC hotel but I would have no qualms in recommending this to anyone looking for a good, friendly central location...

I booked the hotel around August 2024 for a March 2025 stay. I was a little worried because after that I didn't get any communication from them at all before we arrived - I thought this a little unusual as typically at least you get something trying to upsell you something...! ||Anyway, we arrived and the reception guy was lovely. We'd missed the free wine hour (more about that later) but he still offered us a glass to take to our room. The room was actually larger than I expected for a city hotel in NYC. It was clean, the bed was a good size there was a fridge (very noisy!) and microwave and safe. They also had a TV in the bathroom which was a little unusual.||Every time we interacted with staff they were always happy and helpful. The staff working around the hotel were courteous and happy to talk to you.||The location is ideal. Literally a few minutes walk at most from Times Square, yet on one of the (much!) quieter roads so it never felt like we were in the thick of it, nor was there significant noise from outside. ||They had a free wine hour at 5-6pm each day. We managed to get to a couple of these and they were really nice. You could help yourself to red or white wine. And then many other guests would sit around in reception – we had some nice conversations with various folks from different places.||They do include breakfast too. It’s not a banquet by any shout, but it was enough for us to set us up until lunch…. Fruit, yoghurts, tea/coffee, cereal and a selection of pastries. They have coffee/tea and a few snacks available for free 24 hours too which was handy when we got back after a long day to keep us going until our evening meal. ||One niggle we had was that one of the two lifts was out of order throughout our stay. Now, even though the hotel felt quite small, it seemed that whenever we wanted to use the lift, so did several other residents, seeming it always going in the opposite direction to us….! So the wait was often quite long. But again, if staff were using them they’d always defer to us and let us get in before them which was helpful as sometimes they were quite full! It did puzzle me where all the people came from some of the time…!!!||But overall, this was a lovely hotel with great staff in a great location. I can’t compare it to any other NYC hotel but I would have no qualms in recommending this to anyone looking for a good, friendly central location...