Direct Loft at 33 West 71st Street

The location was perfect, and the front desk ladies were very nice. The room, though, could use a proper cleaning. The carpet had stains, including one large mark that looked like blood, and the furniture was dirty. There was blue tape around the windows, perhaps to keep the room warm. The heat stopped working for one of the two nights we were there.

The room was so cramped and uncomfortable, especially with a baby, that we left about 15 minutes after checking in and found another hotel nearby. It was meant for three people, but it just wasn’t possible for us to stay there. We returned roughly 40 minutes after the original check-in time to check out and ask for a refund. They refused, said they might find something “similar to a crib,” and claimed it wasn’t their fault. This trip had been planned about a month ahead. On December 20, I called to ask about parking, a baby crib, and whether pets were allowed. The woman on the phone said yes to all three, in line with the website, and gave me the pet fee. I booked after that. The day before we arrived, my husband called to confirm parking and was told they had no parking and never had. They suggested a lot three blocks away, which wasn’t a big issue. He also asked about the crib and pets, and was told both were still fine. Luckily, we came without our dog. Even with our small baby, we couldn’t check in on time and waited about another 30 minutes. The hallway was quite dirty, with crushed chips and candy on the floor. At check-in, my husband asked about the crib again. This time, staff said they didn’t have or provide cribs at all, despite the website listing one and our calls confirming it. When he mentioned calling the day before, the staff member replied rudely, “I don’t know who you talked to. Talk to them about your crib.” I’d hoped for a nice stay, but this was very disappointing. The worst part was the manager’s rude attitude and the false information about baby cribs, which are still listed on the website. If I could give minus one star, I would.

The room was far smaller than the photos suggested, and the heater barely worked. It also made such an unbearable noise that sleeping was impossible. You could hear everything through the walls, with no sound insulation between rooms. Service was another big problem. Apart from Mike, who was truly kind and helpful, the other staff were inattentive and unprofessional. They ignored requests, offered no fixes, and made it feel like guests were a nuisance. This was without question the worst waste of money we’ve had on accommodation. If you want to rest and enjoy your trip, don’t stay here.

Mike took care of us when I explained that our A/C was making noise. He’s a really nice person and a five-star customer service guy. The lady from Colombia on the morning kitchen shift treated us beautifully too. There were two other staff members whose customer service was honestly below one star. The location and included breakfast are the only things keeping this hotel going. Otherwise, it would be an empty building all year. To be brief and direct, the place needs to be demolished and rebuilt.