Executive Class at MTS Hotel

The convenient location wasn't worth the problems we had. The hotel canceled our reservation, then the front desk and management were no help. They said I'd canceled through Expedia, but I showed my booking and confirmation number. The booking listed free parking and breakfast, but they said neither was included. Manager Ariana asked Expedia to call her directly, saying she'd searched for my booking on Expedia and couldn't find it, even after I'd shown her the confirmation details. When an Expedia rep was on the phone, Ariana wouldn't leave the back office to speak with them. The rep tried the number she had provided, but it kept going to voicemail. Against my better judgment, we stayed. The room was okay, but it had no mini fridge even though the description said it did. We'd booked an Executive room on the 19th floor with parking and morning pastry/fruit/coffee included. The coffee shop worker insisted those items were included, but the front desk wouldn't give me a voucher. At night, between midnight and 3am, there were banging doors, loud screaming, and drunk people in the hallways at least 5-10 times a night. Housekeeping also tried to come into our room 1-2 times every afternoon after it had already been made up, for no reason. We kept the double lock on, and when we heard someone trying to enter, it was housekeeping. I asked if we could help her with something, and she said, "Sorry! No, nothing! Do you need anything?" This happened every day, something I've never experienced at any other hotel. On top of that, Union workers protested outside the hotel doors every morning from 6am with inflatable rats and a fog horn.

The location was handy, and parking was easy to access, though it cost extra and the room felt overpriced for what was provided. The shower was barely warm, there was only one roll of toilet paper and not enough towels, and the renovated room looked nothing like the photos. My view was of the building next door, and the bathroom was much smaller than pictured. With the floor being renovated, the hallway ice and water room was out of service, so I assume you had to go to another floor. There was no fridge, either. They offered to provide one free after I complained, but it never arrived. The TV remote was missing, though the set worked if you could find its buttons. I asked for a different room, but the front desk politely said they couldn't move me. They listened, took my room number, and said someone would come up. At least they were polite. They even suggested I check out if I was unhappy, but I stayed for the one night since I wouldn't get my money back. I hope people see the low Google rating before booking. I should have checked there first. The review ratings on hotels.con seem false.

The room stayed unbearably hot because the advertised air conditioning didn't work, and we got no sleep during our three nights there. At night, neon lights poured through the windows because the curtains were stuck fully open. A technician told us the special remote needed to lower them wasn't in the room, and said he'd inform the desk. Nobody ever followed up. When we complained the next morning, another clerk just promised to send a technician too. We asked manager Gina (sp?) for help after that, but she brushed us off with an eye roll and we heard nothing more. At checkout, manager Sandra seemed a little more concerned and waived the $40 maintenance fee, which felt pretty meaningless given we were paying close to $500 a night. At least five employees passed us along without resolving anything. Cleanliness had worried us because of other reviews, but it turned out to be the least of our problems. New York has so many choices, and this one is especially bad for the price. The location is unbeatable, so the hotel may keep getting by on that, but I'd pick a Holiday Inn instead. Avoid it. The photo shows the room at night, though it doesn't capture how bright it really was.

The location was excellent, and parking came free with a voucher. The grab-and-go breakfast was decent for something light before going out to explore. At check-in, the staff greeted us nicely, gave us a gift bag, and let us in an hour early. But when we reached the room, the TV was blaring and somebody else's suitcases were scattered around, so we waited an hour to get settled. Maybe that was because we arrived early, though I suspect it would've happened either way. The room wasn't very clean, but at least the bedding was clean. When we called down for a fridge, they responded fairly quickly. That's why I count a star for the location and half stars for service, the room, parking, and breakfast. Would I return? If I couldn't spend more, it wouldn't be a dreadful choice, but I'd look elsewhere first. A clean room should be standard anywhere.