Bit of a long story....
We stayed here 5 nights. It would have been 6 nights but for the fact that the night we arrived rooms there were $600 per night instead of the usual $300. For absolutely no reason I could fathom. None.
This meant we had to stay in another hotel for the first night. Something we would much rather not have done. I made a number of calls from the UK to try and negotiate a humane room rate for the first night, but apparently it seems pricing for these rooms is ordained by God and cannot be changed. During exhaustive calls I tried to get someone to admit that $600 a night for a $300 room mid-week at a quiet time was very odd. I felt like Basil Fawlty talking to Manuel at times, and there is no way on earth I am paying $600 for a $300 room.
So... we had to find another hotel for one night, then change hotels the next day. Spectacular greed coupled with gigantic levels of inflexibility impinged greatly on the short time we had.
I smelled a rat from the beginning (Basil Fawlty style), and when we arrived in Manhattan I (at midnight) went to the Residence and immediately found out that the room we thought we had for the next day was not what we had booked. BEWARE - the Residence and the Courtyard Marriott are two different hotels in the same building. The Courtyard has no views of the Park, the Residence does. We, somehow, had been shoved in the Courtyard.
So, when we checked into the hotel the next day, the 'Central Park View' room we booked was on the 32nd floor - which had no view of Central Park. Get this - when we complained we were firstly told that it "would have a view of Central park if some buildings weren't in the way" ... and when I looked at them in incredulity... was then told that we had booked through Expedia, and we should take it up with them. That in no way could anything be done as we had booked through a 3rd party.
Fortunately our booking specified 'Central Park View'. So I politely got adamant, and tried a 3rd time. I approached Gloria at reception who immediately saw our issues and resolved them. She single handedly saved the day, changed our booking, and upgraded us to the Residence which had the view we wanted and had booked. Well done her. If you are reading, she deserves promotion. She was incredibly polite, sympathetic and though it clearly wasn't straight forward dealt with our issue speedily and efficiently.
She explained to us, unlike others, that Expedia had got it wrong on their website, that it had been rectified, but those caught in the middle were being helped out.
So. That took the best part of 3 hours in the middle of the day.
The room, when we got there was in the high 40s floor wise and had a spectacular view of Central Park. It was small, but modern. There was a small cupboard for a few things. No draws. None. Not one. Nowhere to store much outside of an overnight case.
The bathroom was a modern shower room. No bigger. The shower worked fine but had very little power.
The room itself was brand new, the furnishings were lovely and modern and the bed very comfortable.
Breakfast: the food was fine, but the dining room was primarily made up of couches, so everyone was eating on their laps, which was weird and uncomfortable because you have to double-lean over to eat your food.
All-in-all the majority of the service we had was fine, but we had to sometimes ask twice or three times (different people, thats the key) to get what we wanted after being told previously it could not be done.
The rooms on the higher floors are modern and have spectacular views. The lower floors? If I was paying, I'm not sure I would bother.
Well done Gloria. Thank you :)
- Official Description (provided by the hotel):
- Marriott Rewards Category 8 · Points needed per night Treat yourself to an elevated experience at Residence Inn New York Manhattan/Central Park, the tallest hotel in America. Soak in our mesmerizing NYC views, then take a short walk to unbeatable destinations such as Rockefeller Center, Broadway Theatre, Times Square and Central Park. When you're ready to retire, settle into peace and comfort in our extended-stay suites. We surround you with modern amenities including complimentary Wi-Fi, plush bedding and convenient kitchenettes. ... more less
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