Albert L.
We booked a junior suite at Manhattan Hotel for two nights and arrived at 3:30 PM, half an hour after the 3:00 PM check-in time listed on the hotel website. The room still wasn’t ready, and we waited in the lobby for almost two hours while housekeeping was reportedly still working on it. We’d booked well ahead, so this was extremely disappointing. Having rooms ready by the official check-in time should be standard. No staff came over with updates or an explanation. We had to keep going to the counter to ask, and the poor customer service left us feeling ignored. At 5pm we asked to cancel because we couldn’t wait any longer. Only then, to our surprise, were we told the room was actually under maintenance. They still couldn’t promise we’d get it that night. We couldn’t proceed with the cancellation, so we had to keep waiting and following up. At 7:15pm we called, since no one had informed us, and were told we could check in that night. From 3:15 to 7:15pm, all that time just to get our room. Games well played. We felt like fools in your game. It was an extremely unpleasant stay, and we won’t be back.
