Booked this hotel in Dec 2011. Arrived at 3:15pm on 17th May 2012 as a solo female traveller to be told "oh we cancelled this booking" in a VERY flippant, couldn't care less attitude by the young male receptionist. I was told the card I had used to secure the booking was 'no good'. I questioned why, in five months nobody had contacted me if there was a problem to be told it wasn't their job to do this and I should have made sure all was good with the card in the first place. The thought of having no immediate accommodation in New York City, particularly as a lone female was upsetting to say the very least and I asked the male receptionist if any rooms were available. The initial response was a resounding and rude "no, and there will be no rooms in New York at this time" I informed the receptionist I was alone and was there anything that he could do to be told "NOT MY PROBLEM"!!!!! Following which he turned away and began dealing with other guests, ignoring me.
I asked to speak with a manager to be rudely told "she is not here and won't be until Monday" upon which a card was thrust into my hand. So this hotel must run without a manager for periods at a time, I dread to think who would deal with a dire emergency.
Needless to say I was very upset, scared and confused as to how this had happened and concerned that nobody from Apple Core Hotels had contacted me about the booking in advance. The staff on reception, including this rude, obnoxious and very unprofessional male as well as the staff around reception, including the porters could see how visibly upset I was.
All of a sudden, upon witnessing this, the male informed me they could get me into the hotel tomorrow for the remainder of the stay I had booked with them but I would not be able to stay that night. I agreed to this as I did not want my holiday ruined and believed I would not be able to find another room at such short notice. I was given the necessary paperwork and my card was ran through to check it was ok to reserve the reservation (there was no problem at all).
This did not solve the issue of where to stay that night and I made my way out of the hotel with visions of having to go from hotel to hotel in an attempt to find somewhere to stay. I was still very upset when the female receptionist left the building and came to talk to me, explaining there was a possibility she could secure me a room for that night. She rang a different hotel who thankfully had one available, 23 blocks away and the room was secured. I have to state I am VERY grateful for the assistance of this young woman, had she not helped me out, I doubt very much I would have had a room anywhere for the night since it is likely the only available ones would have been way out of my price range. I also expressed my concerns about the male receptionist and his disgusting attitude towards me and she apologised for my treatment even though it should have been him apologising.
To save lugging my suitcase and bags 23 blocks through to the first hotel that night, I had to pay $35 for a yellow cab, way over the odds as it was the change in shift time and I otherwise would not have got one (I tried unsuccessfully for 45 minutes)
I have to say my first night in NYC was ruined due to this experience.
I arrived back at the Hotel at Times Square on the morning of the next day and left my luggage in hold since my room was not ready. I returned in the afternoon and was booked in with no issue.
There was, however, further issue with phone calls. I gave my partner in the UK the hotel telephone and room number for him to contact me. The first time he tried to check I was ok he asked for my room number and was told by the receptionist/operator that she would put him through to an entirely different room! She didn't even really listen to his request. He tried again on several occasions and each time the phone rang in my room but on picking it up the line went dead. he could not get through to me at all. I went to down to receptionist to explain he was attempting to call me, and had had to phone on my mobile, incurring charges in the end. The response was "yes I know he has tried 3 times" - and that was that! No explanation as to what could be going wrong. In the end I bought an international calling card.
The hotel itself is in a perfect location, close to 5th Ave and Times Square. The rooms, bathroom and bedding are clean and it is comfortable so I have to give good marks for this.
I have travelled to several overseas locations, including the USA many times before and NEVER have I encountered such rude, couldn't give a damn attitudes before. I feel as if my holiday and more specifically my safety meant nothing to this young receptionist, who would have been more than happy to see me wandering the streets of New York with nowhere to stay and really miraculously only found room for me in a 'fully booked hotel' as I had got so upset and could have potentially caused embarrassment.
Good hotel, such a shame about some of the staff. There are many hotels in the immediate vicinity and I would urge anyone to look elsewhere before booking into this one.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
25 June 2012
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Thank you for your review. We apologize for you experience when trying to check in. When a reservation is made with a credit card that is not good, it is our policy to cancel the reservation. When you arrived the hotel was full and very busy at the front desk. The front desk attendant gave you the number of a hotel to call that was far, but was the closest one with any available rooms. We are sorry that you were not assisted initially with booking the alternate hotel.
We are also sorry about the phone issue in your room and will look into fixing this issue.
We hope that if you come back to New York City, you will give us another chance. We hope to welcome you again.
Liz from Apple Core Hotels
This response is the subjective opinion of the management representative and not of TripAdvisor LLC