34th and Madison

We were eloping in NYC to avoid the stress of a wedding back home in Australia, so this whole mess was especially upsetting. Our booking was moved to another hotel without anyone telling me, and Bridgestreet still charged my card. I only learned about the change when I arrived to check in. I can’t say whether the place we ended up in was equivalent, it certainly didn’t look like it. Allison in customer service was kind and apologetic at first when we called to find out what had happened. After promising to get back to us about compensation, she stopped responding and was no help. This was incredibly unprofessional and nearly ruined our wedding. New York was great and we still had an amazing time, but this experience will always come to mind when we think of this organisation.

The view of NY is great!

Amazing place.

We paid for a room on a higher floor with a view, but got a spacious room on the third floor instead, with neither sunlight nor a view. When we raised it, the receptionist didn’t check whether anything could be done. She said the building had tenants who’d been there longer than us and hadn’t received higher-floor rooms because of occupancy. It came across as if our request didn’t matter. Terrible. The reception service was beyond reproach in the worst way. We felt like our questions were bothering her and that we should leave her alone. The hotel is expensive and doesn’t justify the price. One star feels like too much.