TRYP by Wyndham New York City Times Square South — Hotel in New York

Upon checking in with my young daughter after a lengthy train ride from DC to NYC and a lengthy walk from Moynahan Train Hall to the hotel in the summer heat, we arrived 15 mins prior to check in at 3pm. Having never been denied check in only 15 minutes prior to check in time, I attempted to ask if we could check in given how tired and hot we were, and I was met with a mean stare and a head shake of "no". I then confirmed that we had to wait until 3pm on the dot by asking the hotel clerk in response, and she shook her head "yes", and that was it. I turned around to tell my daughter that we had to wait a few more minutes, and there was NOWHERE TO SIT.

Upon finally gaining entry to our room, there were dead bugs on the floor in between the bed and window. The AC unit seemed to be running, but after realizing that the thermostat was showing 73°, my attempt to lower the temp via the thermostat must have tripped the system as the AC unit did not come on again after that. The bathroom shower had soap scum and mold/mildew on (and inside of) the glass shower door, and our sink faucet had a weird leak where the water ran down the back of the faucet, soaking the entire top of the sink every time the faucet was running. The TV took a minute to "warm up" before turning on, and the "front desk" preset button on the cordless landline phone routed me to "reservations", so the only way for me to reach the front desk was to go down 6 floors in person.

The biggest disappointment of all during my stay was the breakfast that I ordered via the hotel's room service menu. Using the handy room service QR code to view the restaurant menu and place my order (this experience was very easy!), the variety of food items that were offered along with the prices looked great. I placed an order for pancakes, an egg/bacon and homefries dish, and a "coffee latte". About 25 mins later a man arrived in what appeared to be cook or dishwasher clothing, and he handed me a to-go bag. I bring the bag inside and begin unpacking everything, only to find that there are NO EATING UTENSILS INCLUDED (nor were there any available in my room). After attempting to call the front desk via the "front desk" button on the room phone (note that there was no restaurant/bar/food & beverage preset button) I was greeted by a woman asking if I wanted to make a reservation. I explained to her that I had just ordered room service and that my order was delivered without any eating utensils, and that I was trying to reach someone at the front desk to obtain the utensils. She then asked me again if I wanted to make a reservation....so, needless to say I hung up and I went down 6 floors to get them myself, which seemed to be much faster than trying to reach someone via the room phone (and which completely negated the sole purpose of ordering breakfast via room service in the first place). Upon arriving back at my room, I open my meal to find that it was not what I had ordered - it was some type of egg and spinach scramble (no bacon, no homefries), that went right into the trash. There was no butter included with our pancakes (we only received a small container of syrup and two ketchup packets in the bag), and the pancakes were extremely flavorless and dry. In addition, my $5 "coffee latte" was literally the same coffee I could have just made for free in my room.

Upon checking out, I was looking forward to the clerk asking me how my stay was so I could inform him of the issues I experienced with room service, but...to no surprise, he simply said "You're all set". No "thank you", no "we hope you enjoyed your stay", no asking me for feedback....nothing! When we exited the hotel, there was a huge pile of what appeared to be human feces on the sidewalk directly in front of the hotel entrance.

I will NEVER give Wyndham hotels another dime in my lifetime - I will stick to my usual 4/5 star brands that have consistently delivered fantastic service from my past experiences, even if it means...

FYI for future guests: This hotel was not the best or the worst place to stay, and I think the saying “you get what you pay for” holds true here. Nothing we personally experienced in the hotel was dangerous, although many things were dirty, broken, or just low quality.

Family room situation: We stayed here for two nights from August 13, 2021 until August 15, 2021. The moment we arrived, we were told that we would be given two interconnecting rooms as opposed to a family room which is what we had ordered. We were perfectly fine with this arrangement, but when we ascended to the fifth floor to enjoy our allegedly interconnecting rooms we discovered they weren’t actually interconnecting. They were physically close to each other, but we had to walk the entire way around the stairwell and the bank of elevators to go to each other’s rooms. We eventually found out that we could just walk through the stairwell so it wasn’t too big of a deal, but it still would have been much better to have the rooms connected so we didn’t have to walk through the hallway and through the stairwell landing. Back to the beginning, when we were initially checking into the hotel, we overheard numerous other guests checking in after us being told that their family rooms were also unavailable, so it seemed like a widespread issue at the hotel. One explanation we got was that many of the family rooms were undergoing construction or maintenance. When we went back down to the front desk to figure out the interconnecting room situation, we were told that there was really nothing they could do about it because the hotel was almost at capacity and the family and interconnecting rooms were all sold out. We had the front desk record our number so they could call us with any updates about the situation the following day, but we never received any phone calls. We went to the front desk several more times and argued with them about the situation but we never got anything taken off our bill or resolved satisfactorily. Some of the front desk staff were sort of snippy with us which I can understand because at the end of day, they aren’t the ones raking in the profits from the hotel and are simply trying to do their job. Several other guests were also frustrated with the front desk so I don’t blame them for being on edge and sort of angry.

Quality of the rooms: The hotel seems relatively fancy and well kept at first glance, but the rooms and hotel in general seemed to be in a state of mild disrepair. Nothing in the rooms we stayed in — or in the hotel in general — seemed imminently hazardous or unsafe, but nothing seemed well maintained or thoroughly cleaned either. For example, the air conditioners in both of our rooms made continuous and loud squeaking noises, the toilet in one of our rooms made a loud moaning sound for about one minute every time it was flushed, the security thing on the door for one of our rooms was snapped off, the faucet handles in one of our rooms were installed backwards, the furniture in both of our rooms looked disheveled and worn, the tile in the bathrooms of both of our rooms had lots of mold and general grime on them, a light fixture above one of the beds looked like it was ready to fall off the ceiling, the nightstands in both rooms were very small, and the elevators throughout the hotel were pretty dirty. Also, when we went to the 15th floor to look at the balcony thing, it was locked and there was a large broken window with cardboard covering it. These issues are somewhat nit picky, but all together they degraded from the experience. On the bright side, the bathroom had fresh soap and shampoo, the towels appeared to be washed, the main locks for both rooms were working, and the air conditioners...

I would never stay here again!

First of all, if you encounter any issues, during your stay and request to speak to the manager, the front desk will point to his email address. It is taped to the front reception area, apparently, he prefers the email method. He most likely, won’t respond to your email. I voiced my concerns to multiple front desk staff. They didn't offer to have the manager call me, they just told me to email him. I have done this twice now, I am back home and he has not responded to my emails. It has been a week.

I pre-paid, for the hotel, on Expedia, so the only charge that I should have been charged during my stay, is $150 for the deposit. I was seeing charges appear as pending on my credit card, each night I stayed. The hotel was double charging me. I brought this to the attention of the front desk. They reversed the charges, that now take 5-7 days to be refunded. These "mistake" charges, are apparently, due to a glitch in the hotel's system. It seems suspicious, in any case, there were no apologies and I had to deal with the inconvenience of having these charges tied up now on my card, for the rest of my trip!

There was no mini fridge in the room upon arrival. I specifically, made sure that the room included one, prior to booking. The front desk had someone, take a fridge from another room and plugged it into my room. This all happened while I was away. The plug outlet that the person plugged the fridge into wasn't working. When I returned to the room, there was a huge puddle of water over the electrical panel. The ice from the fridge melted all over the floor and the cords. The room phone didn't work the entire time during our stay. We couldn’t call down to the front desk. I had to walk down for each issue. I decided to clean up the puddle of water, even though it was dangerous.

The first night of our arrival, we slept in and had the do not disturb sign up. Then before we left the hotel to go out for the afternoon, we asked the front desk to send housekeeping, before they left. We needed towels, etc. They called housekeeping to ask them to do our room, housekeeping said yes. We went out and returned hours later and our room wasn’t touched. The front desk told me that if I wanted the room to be serviced, I can’t sleep in at all or put up the do not disturb sign, in the morning. I’m used to housekeeping working around that.

The view from our window was a view of the next hotel room. Be careful with that, if you are traveling with kids. My child saw something that she shouldn’t have!

I tried to take showers at different times a day. Sometimes, I was able to, other times, there was no hot water available.

The walls are also paper thin. The last night, there were a group of men screaming and laughing on the others side of our wall. They were still going at 3am. My daughter and I, went down to the front desk. He asked what room we were in and then told us to go back in our room and lock the door, so that he could investigate. This made us feel totally uneasy and unsafe.

None of my concerns have been resolved. I wrote a fairly polite and patient email to the manager. I asked that a refund of one of the 4 nights that I stayed to be refunded. Which I think it totally fair. He couldn’t be bothered to reply. I know the price point of this hotel is tempting, but if I would have known that this is what the service and our overall experience would be like, I would have paid more, elsewhere. This was my second time to New York, traveling with...