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Ace Hotel New York
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Reviews (1,827)
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All reviewsstumptown coffeesmeg fridgebreslin restaurantmedium roommini roomjohn doryoyster baropening ceremonyhipster hotelphoto boothlobby barnew yorkcool hoteltoo cool for schoolflatiron districtthe empire state buildingcool vibe
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711 - 716 of 1,827 reviews
Reviewed 17 May 2014

I knew booking this hotel is wasn't a 5, 4 or even 3 star hotel but boy was I let down.
It is loud, the TV's don't work, no cable, issues with the internet and my toilet broke and flooded my room. The shocking part is the hotel felt all of this was just normal. "Yeah our TV's have been down for days..." The internet is spotty they say. The plumber is busy..."
It you want a club atmosphere this is the place for you.
Hotel service..not so much.
How about less loud music and a course in hotel management.

Pass

Room Tip: Maybe choose a hotel that is more hotel than nightclub?
  • Stayed: May 2014, travelled on business
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Thank Keithc27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AshtonatAce, Manager at Ace Hotel New York, responded to this reviewResponded 18 May 2014

Hello Keithc27,

First, and most importantly, let me apologize on behalf of all of us here at Ace Hotel New York. It is clear you had a terrible experience and it is also clear that we missed several opportunities to turn it around for you. In no way is this acceptable. And in no way do we want this experience to be your last one. Although we do have a casual approach and we do enjoy having a good time that should not replace a real and honest approach to service. Functioning TV's, WiFi, toilets and a quiet place to sleep are of utmost importance as is the expectation that our team can adequately communicate any outages to the guests and to our team as a whole along with providing an alternative if needed. I do want to thank you for bringing this to our attention as one of the best ways to change and improve our service is receiving feedback from our guests. We urge you to reach out to us directly as we would love to have you back and make it right for you. You can contact me at Daniel.culbert@acehotel.com or any of our other managers nyc.fdmgrs@acehotel.com Please also reach out to us with any other questions or concerns. We look forward to hearing from you.

Best,
Daniel Culbert
Assistant Front Office Manager
Daniel.culbert@acehotel.com
nyc.fdmgrs@acehotel.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 May 2014

From the first person you meet to the last, the friendliest, coolest staff bar none. When we drove up the staff person who greeted us was so accommodating. We were able to leave our car at the curb until we were checked in. Front desk staff was fantastic. Thanks Mac! You were the best. From subway to restaurant advice, couldn't have asked for more. Now that I live in Portland, OR the Stumptown coffee was an extra plus. The best hotel breakfast I have ever had. Who would think you could make Yogurt, macerated fruit, and granola out of this world. They do. Don't miss it. The lobby is a great place to work/play with a cup of coffee or cocktail and your lap top. I'd definitely stay again. Only one small drawback, our room on the 10th floor struggled with temperature control. It got a bit warm. And it was only May- but it was in the 80's. Otherwise, near perfection.

Room Tip: The small room is VERY small. Fantastic shower and water pressure for an older building! If you think you may need more room for two people try a medium room.
  • Stayed: May 2014, travelled with friends
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Thank LCP59
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AshtonatAce, Manager at Ace Hotel New York, responded to this reviewResponded 19 May 2014

Hi LCP59
Your review is a lovely one and we are so happy you enjoyed your stay! An encounter with Mac is always a joyous one and it was nice to see him acknowledged in your review. Thank you for all of your comments and we hope you will be back often!
xoxo,
The Staff of Ace NY

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Reviewed 14 May 2014

Starts to look tired and old and charging U$ 339 for a small and bad smelling bunk bed room is simply way overpriced. The sink is in the room and has no mirror on top despite the fact there is a wall in front. The bathroom tiles were full of mold. Staff in breakfast totally sleepy with no sign of being service minded. They just looked bored and tired. Disappointing stay.

  • Stayed: May 2014, travelled on business
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1  Thank MLU1959
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AshtonatAce, Manager at Ace Hotel New York, responded to this reviewResponded 15 May 2014

Hi MLU1959,
Thank you for bringing your concerns to our attention. They are very important to us and we will send someone to inspect and make any necessary corrections in that room immediately. We are wondering if this matter was brought to our attention while you were with us. We gladly would have sought a solution for you. It's what we love to do! I have passed your comments regarding the breakfast staff to management of Breslin. We are sorry for your disappointing stay and will reach out to you personally to see how we can make things right.
Warm regards,
The Staff of Ace NY

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Reviewed 13 May 2014

For those looking for a different experience with a hotel, this is the place. Very cool vintage design, great bar and restaurant at the lobby. Staff is based on young cool and educated people. The hotel has a great kind of central location.

  • Stayed: May 2014, travelled as a couple
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Thank mq0015
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AshtonatAce, Manager at Ace Hotel New York, responded to this reviewResponded 14 May 2014

Hi mq0015,
Thank you for your heartfelt feedback! We consider our staff the greatest asset to the Ace experience, so we thank you for taking the time to acknowledge them.
We look forward to having you back and hope you will let us know if we can assist. Please reach us at nyc.fdmgrs@acehotel.com
xoxo,
The Staff of Ace NY

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 May 2014

My wife and I stayed at this hotel at the recommendation of my sister and brother in-law. They mentioned it was pet friendly and since we didn't feel like leaving our furry son home, we wanted him to experience the city for the first time. The staff at the Ace were extremely accommodating, to not only my wife and I but also our dog, Louie. They made sure he was comfortable in the room as well. The room we had was big enough for Louie to not feel trapped in a closet.

The room reminded me of a modern style dorm room. The bed was amazingly soft and comfortable and felt like sleeping on a cloud. The bathroom was extremely clean and loved the old styled shower. The location was great and easy to navigate to other areas of interest in the city.

  • Stayed: June 2013, travelled as a couple
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Thank Rich B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
AshtonatAce, Manager at Ace Hotel New York, responded to this reviewResponded 13 May 2014

Hi Mr and Mrs Rich B and Louie! We do not receive a lot of feedback about our pet program so this was a fun review to read. Thank you for sending it and we hope to have all of you back with us soon.
xoxo
The Staff of Ace NY

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