Wander44836620149
Business · November 202510/10
I stayed at the hotel for seven nights starting on November 7.
After a 14-hour long flight, my family and I arrived completely exhausted. We had booked through a Korean travel agency called Hyundai Pr...I stayed at the hotel for seven nights starting on November 7.
After a 14-hour long flight, my family and I arrived completely exhausted. We had booked through a Korean travel agency called Hyundai Privia rather than directly with the hotel, but upon arrival we realized that the reservation was not made in the way we understood, which caused significant inconvenience.
First, we had booked a 2-Queen Bed room, but when we arrived, the first night had not been reserved properly, so we had to stay in a 1-King Bed room. It was an uncomfortable situation. At that moment, a front desk staff member named NOUEA helped resolve the issue by offering us early check-in along with a complimentary birthday breakfast coupon, and kindly arranged a high-floor 2-Queen Bed room for the following day. Without NOUEA, our trip would have started off on the wrong foot.
Second, although breakfast was included in our reservation, the front desk initially told us that it was a one-time $15 credit, or that it was a daily $15 voucher. I explained the price difference between having breakfast included and paying for it separately. The front desk acknowledged that Hyundai Privia had provided incorrect information, but still made a customer-friendly decision and allowed us to use the breakfast buffet on the 16th floor.
Third, after moving to the new room, I found that there was no chair or table, so I had to go down to the lobby in the evenings to work. When I checked the website, I saw that other 2-Queen Bed rooms included a chair and table, so I informed the manager. The manager responded quickly and sent a chair and table to our room, and also waived the resort fee for three days as an apology for the inconvenience.
Fourth, throughout these issues—the first-day problem, the breakfast confusion, and the room issue—I met with Manager Steve. He genuinely wanted everything to be resolved properly and, with kindness in honor of my birthday, gave us a $150 dining voucher.
All of this clearly showed me that although the mistakes originated from the travel agency’s incorrect reservation, the staff and managers at Kimpton Theta New York – Times Square By IHG went above and beyond to fix and compensate for every issue. Because of their efforts, I felt I had to leave this review. Without their kindness, our week-long trip to New York would have been a disaster.
I will always remember the kindness and thoughtfulness of Manager Steve and front desk staff member NOUEA at Kimpton Theta New York – Times Square By IHG.
Thank you sincerely.Show More
