josecnyc
Solo Travel · November 20258/10
I’ve stayed at this hotel several times, and there are reasons I keep coming back.
The rooms are usually nice and clean—although this time I did find hair on the shower floor, it was quickly taken c...I’ve stayed at this hotel several times, and there are reasons I keep coming back.
The rooms are usually nice and clean—although this time I did find hair on the shower floor, it was quickly taken care of by housekeeping. The location is another plus, being close to Penn Station and the subway makes a difference. The rooms are also surprisingly quiet, which is something I really appreciate, even though the surrounding area can get a bit crowded.
However, this visit I want to focus on customer service, which was inconsistent.
I arrived at 2 p.m. on Sunday Nov 23, 2025, hoping my Gold Elite status might help me with an early check-in ( I know, early check in it's a hit or miss ). Instead, I was met by a character with glasses and dreadlocks—his name tag said John G., "Manager". The interaction was disappointing. He took my driver’s license, looked at it, and handed it back without checking my reservation in his computer. He simply told me, “Check-in time is at 4 p.m.”
I asked if he could at least pre-check me in so I could return later to pick up the keys. He replied, “No, I cannot do that because the room is not ready, and I can’t process the credit card when the room isn’t ready.” In all my experience as hotel stays, I’ve never heard that excuse. The interaction felt dismissive and not professional. I din't have any other choice than walk away feeling ignored and unwelcome. I don't know if he was going through a bad day or just simply he did't want to be there working.
When I returned around 6 p.m., the experience was completely different. Eric R. greeted me and took excellent care of the check-in process. He has a such nice vibe and easily friendly. I mentioned I had done mobile check-in, and he courteously reviewed everything. He listened to my questions, verified my reservation, and provided professional, attentive service. He recognized my Gold Elite status and delivered the level of customer service I expect—exactly the opposite of what I experienced earlier with John G. "Manager".
I was assigned room 2714, which was small but nice, with a great view.Show More
