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“Good location, poor service”

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Staybridge Suites Times Square - New York City
Ranked #130 of 467 Hotels in New York City
Certificate of Excellence
East Aurora, New York, United States
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Good location, poor service”
3 of 5 bubbles Reviewed 4 July 2013

The location of the hotel was very convenient, considering we arrived at Penn Station. We had to wait until 4:00 to checkin (this was the posted time; however, quite late compared to most other hotels I have stayed at). We waited and the front desk did come and get us after about 20 min.). The room was clean and well appointed. The room was warm, so we adjusted the thermostate and went out on the town. When we got back to the room, it was still warm so we adjusted the temp down a few more degrees and turned in. We woke at 11:30 PM and could hardly breath because it was so warm in the room. We contacted the front desk and they sent up a repair man almost immediatly. He worked on the window unit for almost two hours (it was frozen). The repairs helped cool down the room enough to sleep and it continued to function for the rest of our trip. The second day we again toured the city and got back to our room around 4:00 to find that our room had not been serviced yet. We had to call down 3 times to get towel and eventually flagged down a cleaning crew in the hallway.

The free breakfast was fair. Not a big selection but if you get their early you can enjoy some quiet time. Beware if you get down stairs late...when my family awoke and went down (around 9:30), there was almost nothing left. They must stop refilling at a certian time. No juice, no ceral, no ham...my kids had toast and I snagged the last banana for my wife)

Some of the hotel staff were excellent, listening to our concerns, while others seemed to have better things to do than to help us with our questions.

Room Tip: Lower floors would be better...the higher ones don't seem to get serviced
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  • Stayed July 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Randy R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Idriss K, Front Office Manager at Staybridge Suites Times Square - New York City, responded to this review, 10 July 2013
Thank you very much for taking the time to share with us your recent experience. We are glad to hear that our staff was accommodating.
Our sincere apologies for the inconvenience with our AC unit.
Although, the AC was fixed we regret that it took such a long time, compounded with the fact we were fully committed which left us without any other option to provide an immediate alternate accommodation.
We understand that no compensation may bring back the lost time however because our guest`s satisfaction is very important to us, please let us know should previously offered and accepted compensation is insufficient we would gladly reconsider.
We would be delighted if you would consider giving us another chance for you to experience Staybridge Suites Times Square as it is intended.

Staybridge Suites Team.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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5,462 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Birmingham, United Kingdom
Level Contributor
22 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 bubbles Reviewed 2 July 2013

Stayed here when stopping in New York for 5-6 days as a trip away with my mom. Clean, tidy hotel with friendly and helpful staff.
Perfect location which was right by the subway and bus station and close to Times Square. No issues of noise
I would only say maybe the breakfast hall should be bigger as sometimes people would be searching for seats but this wasn't a major problem as people came and went very regularly
I would stop here again if I came to New York

  • Stayed June 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank fmac0123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mike W, Manager at Staybridge Suites Times Square - New York City, responded to this review, 4 July 2013
Hello Liznol,

Thank you so much for taking the time out to write such a lovely review about the Staybridge Suites Times Square.

We are so glad that you decided to spend time with your mom here and even happier that you enjoyed your stay here. As you pointed out, our location, cleanliness and service are just some of the reasons that our guests come back here time and time again.

We would be honored if you would consider staying with us if and when you come back to New York. Thanks again!

Warm Regards
Staybridge Team
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dublin, Ireland
Level Contributor
18 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
5 of 5 bubbles Reviewed 2 July 2013

We stayed here for 7 nights. We arrived at 1pm and although our room wasn't ready, they took our bags and we relaxed for an hour until it was. We had a room on the top floor with a fabulous view of The Empire State! The rooms are typical New York size, small but not tiny, and very modern and clean. The full size fridge, microwave etc are great if you plan on having lunch in. The inclusive breakfast was great. It does get busy but we are early risers so it wasn't a problem for us. The free wireless is a fantastic bonus.They even offer free printing if you need to print a boarding pass etc. The location was just wonderful. A couple of blocks from Times Square. The Port Authority was directly opposite so really convenient for transport links. A subway station at the end of the block. Plenty of diners and restaurants around. The New York Times building is at the end of the block. All in all a wonderful stay. The staff are super friendly and we look forward to returning next year!

Room Tip: A high floor room is a good option for better views!
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  • Stayed February 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank LesterLemur
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Norfolk, Virginia
Level Contributor
37 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
4 of 5 bubbles Reviewed 1 July 2013

The previous year my wife and I wanted to see the city, we stayed in a hotel in Carteret, NJ and commuted into NYC each day. While you'll save a little money, you'll lose time traveling that you could use to enjoy the city. Staying in NYC provides a place - home base - where you can drop off your shopping bags, change your clothes, get out of the cold, rest your feet, or just come to relax/recharge before going out on another adventure. Couples, don't forget the romantic perks of having a private retreat close by whenever you need it. ;)

PRICE, LOCATION
Using a corporate discount, we reserved a 4 night stay at Staybridge Suites in New York City - before Christmas - for $200 a night. Along with that unbeatable price, the general location was very convenient. Despite the appearance of the neighboring businesses on the street next to the hotel (Chinese fast food, adult video/book store, and bail bonds), we never felt unsafe. I wouldn't recommend a lot of late late late night trips on foot, especially with kids. That said, Staybridge is mere steps from the theater district, great local eateries, and a reliable subway stop.
TIP1: If you have a smartphone, download the HopStop app (free). It's easy to use interface gives you subway/train/bus/foot travel options to get you to your destination. Makes selecting the correct subway line way easier.

In fact, to avoid worrying about parking and dealing with traffic, my wife and I decided to travel via airplane to JFK, then take a bus/subway to the hotel. It was fast, convenient, and cheap ($4.50 for both of us from airport to hotel); worked so well, we traveled the same way back to the airport on the day of our departure.
TIP2: BUY a metrocard at the airport instead of using cash on the bus; you can use one card for multiple people and it will give you 1 FREE transfer per person from bus to subway. This card can be recharged with more money at practically every subway terminal in NYC.

HOTEL STAFF
When we arrived early for check-in, the hotel staff told us a room was available and gave us keys. After discovering the room hadn't been cleaned, they apologized and kindly stored our bags while they cleaned another room for us as we ate lunch. The concierge was pleasant but recommended a restaurant that was terrible (Southern Hospitality). 90 minutes later the room was ready. See the attached photo for the room's view (empire state building).
TIP3: Feel free to request a room according to your preferences; stick to rooms away from the elevator if you want to have uninterrupted sleep. Also, in this hotel, higher floors offer better views and more privacy but be prepared to wait 5-10 minutes on an elevator to your floor!

Later that evening after we returned to the hotel from shopping, we found a gift basket from the hotel containing a bottle of wine, candy assortment, and a note. This was a nice gesture apologizing for the mistake with the first room. Throughout our stay, we found every member of the hotel staff warm and friendly.

HOTEL ROOM, AMENITIES
The room itself was large, considering it's in NYC, complete with a stocked kitchenette (fridge, stove, microwave, appliances, utensils), flat screen cable TV, king size bed, WiFi and large desk with power receptacles.

One thing my wife and I enjoyed every morning was the continental breakfast. It featured a large assortment of things we both liked: eggs, egg whites, waffles, cereal, oatmeal, muffins, pastries, bagels, toast, yogurt, bacon, ham, sausage, fruit, cheese, salsa, coffee, juice assortments, etc. Also, the hotel provides free drinks and snacks between 5-7 on Tuesday, Wednesday and Thursday nights in addition to an evening hotel social mixer that comes with a free dinner buffet one night per week.

BOTTOM LINE
The convenient location, friendly staff, available amenities, and overall value combined with a newly remodeled interior are compelling reasons to stay at Staybridge Suites in NYC.

Enjoy the big apple!

Room Tip: See TIPS in review...
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  • Stayed December 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DadOf4inVA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Port Macquarie, Australia
Level Contributor
28 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
4 of 5 bubbles Reviewed 1 July 2013

great location- close to everything but just far enough away to be quiet. Can walk to times square and the subway is at the end of the street. Great restaurants a short walk away. The staff were very friendly and helpful. Rooms were small but neat and tidy

Room Tip: rooms are small but sufficient
See more room tips
  • Stayed June 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank leanne776
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Redding, California
1 review
3 of 5 bubbles Reviewed 1 July 2013

My wife and I stayed at the Staybridge the last week of April. Check in was easy everyone was very nice. The rooms were nice and clean, the elevators are very slow. Don’t bother to eat breakfast there, it sucked. At the end of the day it was nice to sit in the bar and enjoy a nice drink before going off to bed. We enjoyed sitting and chatting with the bartender, till the last night before left, not sure if the other girl was sick (she was very nice and excellent customer service skills) and they had to pull someone from one of the adult bookstores or parole bldg. down the street. Compared to everyone else that works there this lady is out of her league. She ignored my wife when she asked for another drink, but was more than happy to talk to me and show off her silicone, she spent more time on her cell phone then she did waiting on customers, someone needs to tell her Bacardi is Rum and orange juice goes in a screwdriver not grapefruit juice. Thank you The Willis Family

  • Stayed April 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank William W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Staybridge Suites Times Square - New York City, responded to this review, 20 July 2013
Dear William W,

Thank you very much for sharing your experience with us. It is nice to know that you were checked in easily. I am also pleased that you noticed the cleanliness of the room. Please accept my apologies for falling short of your expectations on some aspects of your stay. Your review will be used to consider improvements needed and we hope that you can give us a chance to show what we have done. Thank you for staying with us and we all hope to have an opportunity to serve you again.

Sincerely,

Karen G.
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Castle Rock WA
Level Contributor
31 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed 29 June 2013

Close to midnight June 24, 2013, I FINALLY got to the Staybridge Suites, very tired from crazy delays getting out of Chicago to La Guardia. The Staybridge desk clerk handled check-in courteously, assured me he would watch my bag, while I went to the bar for a relaxing, much-needed drink. Standing at the bar was a young lady/bartender with the kind of compassionate eyes you wish for, and listening and tending skills to match. Her name is Samantha, known to friends also as Sam, and she just was my home away from home - so nice to see her in action, as she was warm and attentive with everyone. Now for the hotel itself! My room was so nice! The Food Emporium is nearby, so it's easy to stock your kitchenette there (on 43rd between 9th and 10th) with great foods from the salad bar (more than a salad bar, really). The Suites breakfast is more than generous ... busy! ... and despite being told breakfast ends at 10 a.m., it was quite busy close to that time, and all the staff were relaxed, busy helping diners - not rigid about scooting people out of the place. There's this fantastic makeup mirror in the bathroom I think every woman ought to have ... the air conditioner (90's while I was there) works grrrrrrrrreat, and I just never met a staff member who wasn't cordial, attentive and willing to help. I wavered between a rating of 4 and the 5 I gave the Staybridge for only ONE reason - the elevator wait can be considerable at times; otherwise, I was 100% satisfied with my 3 night stay there. If you do not imbibe, I'm sure Samantha, once told you heard about what an angel she is, will give you a friendly wave when she sees you in the lobby!

  • Stayed June 2013, travelled solo
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Judijon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Staybridge Suites Times Square - New York City

Property: Staybridge Suites Times Square - New York City
Address: 340 West 40th Street, New York City, NY 10018-1404
Phone Number:
Region: United States > New York > New York City > Midtown , Hell's Kitchen
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Suites Wheelchair access
Hotel Style:
#56 Family Hotel in New York City
#57 Business Hotel in New York City
#60 Romantic Hotel in New York City
Price Range (Based on Average Rates): £££
Hotel Class:3.5 star — Staybridge Suites Times Square - New York City 3.5*
Number of rooms: 310
Official Description (provided by the hotel):
When you're traveling to New York City, you want to be confident that your accommodations will meet your every need. Staybridge Suites • Times Square •New York City has been meticulously created to do just that. No hassles. No mysteries. Just a single focus on you! A short walk to Times Square, a block from the nearest subways and the Port Authority Bus Terminal, you’re in the heart of Manhattan, with all the city attractions in easy access at your doorstep. It’s All On Us! We’ve included in your stay a COMPLIMENTARY breakfast each morning, complimentary wi-fii/high speed internet in all rooms and throughout the hotel, complimentary cocktail hour/social reception with free drinks/beer/wine/and appetizers 5-7pm Tues-Thur, complimentary in room coffee/coffee maker and tea daily, in addition to complimentary coffee/tea/and hot cocoa in our great room-lobby throughout the day, complimentary newspapers by our front desk; and, complimentary laundry facility, business center and fitness center. Each room comes with its own fully equipped kitchenette, with a full-sized refrigerator, microwave, stove top, dishwasher, pots, pans, utensils, and cookbook to make you feel completely at home. On site is a concierge service to help you with tourist/and travel arrangements, bellman/porter service for car and luggage assistance, bar/lounge space open in the evenings, 24-hr pantry and convenience mart for late night snacks and last minute travel needs, and board games by our great room fireplace. Our hotel allows pets. 24-hour security is onsite. Reduced rate parking at nearby hotel garage just one block away. Stay a Night, Stay a Week, Stay a Year. Our hope is you never want to leave! ... more   less 
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