We stayed at the gansevoort for 2 nights having stayed in similar NY hotels. I have never written a review before however feel compelled to do so given the experience and having emailed the following to the hotel and a second email asking for confirmation of receipt a week later have had no response which is really disappointing. Much better New York hotels ...
For the attention of the Reservations Director and Hotel Director
My daughter and I arrived at the hotel on Saturday 14th June just after 09.00 a.m. We didn't expect to be able to check in but were told that our room would be ready soon and that reception would call us when it was available and our luggage would be taken up to the room. My daughter gave the desk clerk the relevant contact phone number to note on our booking.
We didn't receive the expected call and returned to the hotel around 12.30 but our room was not available even though we had been told it would only take a short time to get ready. We left again, returning around 16.30 still not having been contacted by the hotel. We were told the room had been ready at 16.00 and that a call had been made to my daughter's phone. Given that we had been told at 9.00 am our room would soon be ready it was very disappointing for a room only to be ready an hour after 15.00 check in and also not to have received the relevant phone call. We later discovered a call had been made to the wrong number even though at 9.00 am we had been asked to confirm our contact number and had given the one we were using in the US. Clearly records were not updated.
When we got to our room, our luggage had not been taken up and it had a double bed rather than two singles. My daughter went downstairs requesting we be moved to a room with two beds as promised having called and arranged this prior to the trip. My daughter's experience from the manager was not good to say the least. She was asked to provide evidence that this had been agreed and was told that given the time we checked in at 16.30 this would not be an option in NYC on a Saturday night in June. When she challenged advising we'd arrived at 9.00am she was told there would have been a list by 9.00 am and bags would have needed to be in earlier which I doubt very much. The explanation for not having two beds was due to upgrades in bookings and my daughter was told that to get two beds we would have to pay more. When asking what the cost was she was told there were no more rooms as people who had paid more than us had them and hadn't checked in. Very mixed messages, very unsatisfactory and contradictory to say the least. The Manager involved Jonathan from reservations who apologised for some of the comments and arranged a room switch for the second night. From the house Manager all she got was comments on upgrades versus what we had paid. We were assured that the converted sofa bed would be made as comfortable as a hotel bed and we would not know the difference. This was not the case, the bed was concave not flat and my daughter had an extremely uncomfortable and disturbed sleep with the airplane bed on the flight being flatter that the hotel sofa bed.
At the point of leaving reception, my daughter was advised to always get everything promised by hotels in writing to provide evidence, not something I expect to have to do in the calibre of hotel the Gansevoort purports to be. My daughter commented that this level of service and inconvenience is not what we normally receive from hotels and mentioned our stay at the Trump to which she was fold she wasn't at the Trump and they dealt with far less people. The perception we were left with is it's not about service but all about the money at the Gansevoort.
Jonathan from reservations spoke to the manager and asked for a bottle of Champagne to be sent to our room as an apology. The manager said it would be up shortly and asked what time we were leaving the room to arrange for the bed to be made up for our return. Having spent 50 minutes in reception by this time it was 17.20 and my daughter advised we were leaving for a concert between 18.30 and 19. 00 so agreed the bed should be made at 19.00. A bottle of chilled prosecco was delivered at 18.50 an hour and a half after it was 'being sent up shortly'. Had we ordered from room service I am sure it would not have been delivered at that temperature and had I ordered champagne and received sparkling wine would have sent it back.
We subsequently returned back around midnight and were very disappointed to say the least to discover the sofa bed had not been made up as promised and, on going to reception, no one was aware of the position and we had to go through all the details again. The manager was not available and the desk clerk was rude and could not see why the bed not having been made up was an issue. The maid who came to make up the bed said it wasn't her floor but she had heard something
regarding our room. She called her manager to our room who said reception had not passed any instruction on. We moved rooms the next day and my daughter had a much better nights sleep.
Unfortunately on the Sunday afternoon we received equally rude service at the rooftop bar which deterred me from returning to use the bar and restaurant as planned. As part of the Sunday night we had two cocktail vouchers. My daughter ordered drinks at the bar and prior to being presented with the check mentioned she had the vouchers to which the bartender tutted and rudely stated in a derogatory tone 'they don't include a tip' and snatched them before my daughter had the chance to give a tip. This is absolutely appalling and as stated merely meant our going to another local establishment rather than using the facilities at the Gansevoort.
I didn't have time to go through the series of issues again on checking out as my daughter had a surprise birthday lunch planned for me bit I did tell the desk clerk that we had not had a positive experience, were very disappointed with the service received and would be requesting a refund of the first nights stay. I am sure you can imagine my astonishment therefore to receive not only an electronic receipt but also the email below both highlighting the hotels commitment to quality service assuming we'd enjoyed our stay and suggesting we might want to leave positive feedback on tripadvisor !
My daughter and I were very disappointed with the poor service received during our stay and request a refund for the Saturday. Please can you advise when you have made the necessary refund to my credit card.
- Official Description (provided by the hotel):
- Gansevoort Meatpacking NYC Hotel, with breathtaking 360 degree panoramic views of New York City and sunsets over the Hudson River, is the first and only luxury, full service resort in Manhattan’s vibrant Meatpacking District. Gansevoort Meatpacking offers a chic retreat from the urban metropolis that redefines the world of luxury accommodations. ... more less
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- Also Known As:
- Gansevoort Hotel New York City