U Hotel Fifth Avenue — Hotel in New York

hotel ruined my day. I have never been treated this way anywhere in the world (and I have traveled to many countries). The staff is extremely rude.

Today we were happily checkin in when this front desk employee/manager told my father to move from where he was (by the side of the front desk). My father is an elderly man who does not speak English and came to visit me in NYC. As my father did not understand and did not move, this person started yelling “HE IS DOING IT AGAIN”. I told him that he did not understand English and he did not apologize. Although my father does not understand English, he was able to understand that he was being yelled at. He felt humiliated. We were treated like dogs. My father said he does not deserve to be treated like that. No customer should be treated like that.

We tried to contact Booking, but they said it is up to the property to decide about the cancellation fee. Steve was rude even when replying to Booking, using upper case letters when he said he “WILL NOT” refund it (so imagine how it was in person with us). They advised us to speak with the manager and guess what? He is the manager. The same rude person (Steve) is the one in charge (manager), the one who deals with Booking website and decides about cancellations. So there is no way to appeal any decision or to make a complaint. No one supervises the way he treats customers. We said we wouldn’t proceed with our stay and he told Booking he would charge the full stay, even if the policy says that the reservation is refundable (except for a cancellation fee). Basically, he decided everything himself to “punish” us for not accepting this type of customer service. Booking was able to enforce the policy of charging only a cancellation fee, but of course this is not fair. We will proceed to dispute the charges with the bank and in court. Booking provided us with evidence to support this claim.

Conclusion: if you don’t want to be treated like a dog, do not stay here. This is not a hotel for international customers, even though it is in the heart of NYC. They are not professional and don’t have customer support. If something happens, you will have no support. Stay away.

PS: they tried to charge us 150 US$ in advance for a security deposit. It is not a pre-autorization, but they actually charge it. Steve said it would take 3 weeks to refund, and seemed to not care about it. Guess what? There are many reviews here that they actually withhold this deposit. What can we conclude? This is a hotel that focus on getting your money, not providing a good...

DO NOT STAY AT THIS HOTEL I ASSURE YOU ! If I could give zero stars I would, this is the worst hotel I have ever stayed at in my life. To keep things short I stayed here for three days back in December during Christmas time, in the span on 2 nights one of the employees tried to break in my room, the window broke and I had to sleep with it in open in 20 degree weather, the hotel room FLOODED because of the cheap broken toilet damaging my items and clothes and once I addressed the staff about It I was told the reason it flooded was because of the toilet paper? I literally only used 2 sheets of toilet paper so that didn't make sense. There were also random leaks around the toilet in the bathroom it was constantly wet and I needed extra towels just to keep the area dry.Carlos was the only person who tried to help and they did clean up the water and attempted to dry the room, while on my last day the asian gentleman was hostile, raised his voice at me, extremely aggressive while I tried to tell him about my experience, and kept yelling at me to "email Salma" while she was on holiday break to see if I was able to get a refund . Onto Salma who is an awful manager I emailed her December 24 she responded January 8 blatantly ignoring me , I did book through a third party(big mistake) so I went through that third party, called customer support and they helped a lot . During the period of December 26 and January 7 I attempted to call the hotel multiple times asking for Salma but they blocked my number which is so nice and professional. Back to Salma I call the third party customer support a week and a half later for an update, they let me know that the hotel never responded to them after they attempted to get in contact with them, it was bizarre and frustrating because Salma TOLD me to contact the third party and she would be able to help. So I wasn't refunded and I have damaged items, I tried to contact them for two months for the refund but they didn't budge. AGAIN DONT STAY HERE ! awful staff, broken disgusting toilets, extremely unprofessional, if you want your room to be flooded and your items to be damaged you're more than welcome to stay ! Salma if you see this please work on your managerial skills and...

My boyfriend and I stayed here 1/12-1/15. The location of the hotel is perfect. However, the hotel itself is far from it. We booked the king sized room and were on the 8th floor. The bed was NOT king sized, as mentioned in many of the other reviews. I brought it up to management as I had thought it was a mistake, but was rudely dismissed. He insisted the bed was king sized and the room "makes it appear smaller". This was not true as I have a real king sized bed at home and it is obvious this was not. The room was very small, there was no closet, fridge, safe, etc. The bathroom was nice, and towels were restocked daily. Upon confirmation, the email states you will have a coffeemaker, iron, ironing board, etc. That is not the case. Online it also states you have "luxurious amenities" including bathrobes. That is also not true. This is false advertisement and this is wrong to do to your customers. Why charge fees for the things that you are supposed to provide but don't? It is unbelievable! I did bring it up to management and was refunded for the fees I paid for. This is good for me, but what about the other customers who didn't mention it? They pay for the fees that are supposed to cover these "luxurious amenities"? Previous and future customers: ask for refunds! It is unnecessary to pay for things that they promised they would provide, but then lied about. It is unfair and wrong. Ty, the front desk worker, told me we could check out at 1:30pm. We were late coming back from lunch for reasons out of our control, and we did not get back to the hotel until 1:20. We went upstairs and packed as fast as we could, and at 1:45 we were downstairs. Ty had called our room around 1:40, audibly upset, and he hung up on me before I could talk. So rude! When we got downstairs, he said we "got him in a lot of trouble" (???) and that he would charge us a late checkout fee. I didn't care about the money, just the fact he was insanely rude. If you can't treat a customer with respect, don't work in customer service. U Hotel, do better! Aside from all of that, it is only about a 5 minute walk to the subway and it is very accessible. You are paying for the location and nothing else. I do not...