I usually stay at Kimpton hotels and have stayed numerous times at their other NYC properties, such as the 70 Park and more recently, the Eventi, both of which offered excellent service and great rooms. We checked in on Friday at around 1pm. The front desk attendant told us that if we came back at around 3pm, she could give us a room on a high floor (as we had asked - to avoid the noise). She also had us sign the waiver for our dog. We come back at 3pm, another attendant, by the name of Marc, greets us (if you call "yes?" a greeting) and checks us in on the 4th floor. We tell him that we were waiting for a room on a higher floor. He basically calls us liars, saying that it was impossible that we were told that since we had a dog, and could only stay on a pet floor, which doesn't go any higher than 4th floor. The manager was called in to find a solution, she tells us that she is giving us a room in the back, away from all the noise. We accept, still puzzled as to why we had to wait 2 hours to get a "better" room, when there was no such thing. To our great surprise, we check in the room, only to find out that not only is it not in the back, it's right on 46th street. We basically didn't sleep that night. The next morning, I browse the Kimpton web site to find out that they have a Premiere Balcony room available (we were booked in a Premiere without balcony). Balcony rooms start on the 12th floor and up. Went downstairs, told the staff about my sleepless night, they didn't seem to care. But, after insisting, they agreed to book me in the Premiere Balcony room, even though I had a dog. When I told them about the no pet policy on other floors, clearly, they were caught in a lie as they said that balcony rooms are on high floors and if someone with a pet books it, we have to give it to them. So much for policy. We finally checked into the new room at around 1pm the next day. It was a fabulous room, quiet, clean, etc. Exactly what you'd expect from a $500+ a night hotel.
All this to say that they could of easily made me happy on the first night by giving me a quiet room on a good floor, educating their staff on courtesy and politeness and showing a little more empathy for their guests instead of just giving cold, rude service. I'm not going back to this hotel and not recommending it to anyone.
- Official Description (provided by the hotel):
- Beautifully renovated, The Muse Hotel New York is a serene, stylish sanctuary centered in midtown Manhattan. With top-notch service, exquisite amenities and luxurious comfort, each spacious guestroom is a sophisticated, artful inspiration. Housed in New York City’s theater district in the historic Leavitt Building, adjacent to NIOS restaurant and wine bar, this boutique hotel is within easy walking distance of Times Square, Rockefeller Center, the New York Public Library and the Museum of Modern Art. ... more less
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- Also Known As:
- Kimpton New York City
- New York City Kimpton
- Muse Hotel New York