Off Soho Suites Hotel

The location is great, and the rooms are spacious and decent. We’d booked three nights, then added a separate night after arriving in NYC a day early. But our first room was frigid. The front desk gave us conflicting explanations: one person said the heat worked, another said the boiler was out and would be fixed soon. They offered a space heater, but when we came back two hours earlier than planned, the room was still freezing. Then we tried to nap with the bedroom door closed and got trapped inside because the knob was broken. We had to call the desk to get us out. The staff member was very warm and moved us right away, but the new room was just as cold. We’d lost hope that the heater would be fixed, so we decided to cancel and ask for a refund to stay elsewhere. A manager persuaded us to stay, saying the boiler was working and the room should warm up in 20-30 minutes. The front desk worker was nice; we called the third-party booking company for a refund on the upcoming three nights, and after calling the hotel, they got it approved. But when that company spoke to the hotel, the desk said we had an emergency and had to leave. It’s disheartening to see the property lie instead of admitting the hotel was uninhabitable. They wouldn’t refund the first night because we’d already stayed, even though we checked in around 1 p.m. and asked to cancel and get our money back around 4 p.m. I think the hotel has a lot of potential and some great staff, if they’d stop lying to customers. At check-in, nobody mentioned a heating problem. They only seemed to care after we kept pushing. We left about 45 minutes after asking to cancel, and the room was still freezing.