zjaindl
Family · September 20258/10
We stayed at the Pendry Manhattan West for one night (booked through American Express Fine Hotels & Resorts) with our 19-month-old daughter. As frequent travelers who often stay in Hudson Yards, we we...We stayed at the Pendry Manhattan West for one night (booked through American Express Fine Hotels & Resorts) with our 19-month-old daughter. As frequent travelers who often stay in Hudson Yards, we were excited to try the Pendry instead of our usual Equinox Hotel.
The good: the hotel itself is stunning. Warm wood tones, excellent lighting design, and a modern yet inviting aesthetic make the space feel unique and luxurious. Our room was comfortable and well laid out, with a lovely view over the Manhattan West Plaza. Breakfast on the fourth floor was excellent—the hostess and wait staff were gracious, attentive, and even took the time to engage with our daughter. A special mention goes to the bellman who welcomed us; he was warm, attentive, and even surprised our daughter with a small gift, which set an excellent tone.
The not-so-good: unfortunately, our check-in experience at reception was the weakest we've had at any luxury property. The associate assisting us was curt and dismissive, repeatedly pointing out that we had booked" late in the day” in a way that felt unnecessary. When we asked about upgrades (complimentary or paid), he insisted none were available, though rooms continued to appear online. He also attempted to explain that walkable restaurants were" closed ahead of Labor Day" on a Friday in Manhattan; we dismissed his advice immediately as it was blatantly untrue. Most disappointing was that he showed no warmth toward our daughter—something we noticed all the more because every other staff member went out of their way to welcome her.
Overall, the Pendry Manhattan West is a beautiful hotel with tremendous potential. Many of the staff deliver on the promise of luxury hospitality. Still, the inconsistency at the front desk made us question our decision to try something new instead of returning to the Equinox Hotel, where we've always felt welcomed. With refinement at the reception level, the Pendry could truly shine.
---
UPDATE: After the hotel requested my review be posted to TripAdvisor, I was contacted by the property manager. He was extremely considerate and anxious to resolve the issues. His customer service was phenomenal. While there were still some slight issues at the start that need to be considered, I am modifying my review given the property's desire to resolve all issues.Show More
