I have put this on here as i feel as many people as possible need to see this.
I have lost my login details and had to create an new account
I am not a 1 negative review person will be posting a lot more of my 4 weeks in the USA later
Let me start off by saying how excited i was to be staying here. 1st time in New York. The BIG APPLE. Brand new hotel. 4 weeks traveling around the states but kicking it all off with a week here.
I have thought long and hard about how i should approach this. So ill start with why i am so disappointed.
Checked into the hotel 5th March after over 24 hours of flying bags were dropped Times Square and dinner. Upon returning to the hotel my GF had a shower i unpacked a few things and checked on my engagement ring i had stashed in my luggage. all good reboxed it and tucked it away until it was time to appear later in the week. Monday night was the time. Planned a nice dinner grabbed the ring box on the way out had dinner then went to empire state buliding about 10pm. up on the empire state building taking it all in, get down on 1 knee open the box BANG no ring. That feeling that very second was one of the most guttered i had ever ever felt. i was in tears, in shock. I hadnt checked the box since the early hours of Thursday morning, didnt think i had too, had the ring fallen out (its was a ring box inside a cardboard box) "unlikely" back to the room searched everywhere nope no ring.Spoke to front counter staff (The manager said he was "too busy" to speak with me) who at this time were quite concerned and helpful took details etc and said they would get onto it. I must have spoken with 3-4 different managers over the period of 36 hours who all assured me things from we will sort it, we have insurances, we will do whatever we can to help. One asked why it wasnt in the safe. 1 because the safe wasnt working, 2 because it was a surprise engagement ring what am i supposed to say babe dont go into the safe until i say its ok. im hiding something in there. The following day a police report was made with NYPD. Wednesday morning was check out time i asked to speak to the manager to see if there was any more i could do/give them. If they had any idea what could be done from there end. To say i was flabbergasted at the response would be an understatement. I was basically blamed for not putting the ring in the safe and was told we arent going to do anything its JUST TOO BAD. They waited until i had check out after being reassured "something would be done" to "its just too bad" I just can not even nearly 4 weeks later get over this. I find no difference in the ring being stolen and the heartless dismissive response once i had checked out. PURE DISGUSTING.
4 weeks have gone by and true to the word of the hotel i have not heard a single thing. not a phone call not an email NOTHING
Now a few other points about the hotel
The lifts were terrible. could wait for ages to get a lift during busy time
The heating/aircon was very loud. I can sleep 8 hour solid on an aeroplane nothing wakes me but these things were loud.
The service up until that point had been good 6-7/10 friendly staff. i wont blame the counter staff for the way it was handled they were friendly an helpful
Hotel could be better served with a information booth/ brochure stand of things to do in NY
The location is good
it is clean. Brand new as expected
The fitness center was pretty good too
The room size was expected small but as ive read all rooms in NY are.
didnt use room service
The day after the ring went missing i went to Tiffanys and spent nearly $3000usd on a ring. Money that was supposed to be for a month traveling in the states. A trip we had planned for 10 months. we got engaged in central park on the tuesday night. the stress and burden this put on the next 3 weeks nearly derailed our trip all together. The ring was in the room Thursday it wasnt on monday. I doubt i will ever ever forgive the hotel and the whole hilton chain for this. Its not just the ring being stolen but the way it was and still has been handled. not a care in the world from anyone at the hotel.
Ring aside would i have stayed here again. probably not. we got discount opening specials on the room and would not have come back here unless a similar special had presented itself. I would have given the hotel 3-3.5 stars out of 5 but the whole ring incident and treatment is the reason for the 1