The London, a Luxury Collection Hotel, New York City

Jenna made our visit memorable. My wife and I went to the hotel restaurant for a late-night appetizer and drink, and she welcomed us with a big smile and a wonderfully warm greeting. She seated us by the window and took a real interest in our NYC trip. Her humor was great, and she was very witty. When we finished, she invited us to come back soon. Jenna’s kindness made us feel like celebrities and left us with a very positive memory of the Luxury Collection Property. We’ll definitely visit again on our next NYC trip, thanks to her. In my experience traveling throughout my career, it’s the people working at a hotel who can make the whole experience and bring you back again and again.

Jimmy at the front desk turned around a difficult start to our stay. He was kind, professional, and clearly wanted to help. He kept us updated, offered complimentary accommodations for the inconvenience, and did everything he could to make the visit better. Thank you, Jimmy, for going above and beyond. Employees like you make a difference. We were celebrating my daughter’s birthday, but our room still wasn’t ready when we arrived at 4:30 p.m., even though check-in was at 3. The manager wasn’t very helpful, and we were disappointed by the lack of assistance and professionalism. Jimmy made the situation much easier to handle.

The onsite restaurant, Dabble, was a nice way to finish the night. The drinks and sliders were great, and I’ll definitely come back. Check-in was easy, and they let me in early. I’d made a couple of simple requests, and both were taken care of before I arrived. Housekeeping came every day, along with turndown service and a cute chocolate on the nightstand. The room toiletries smelled amazing and didn’t dry out my skin. The bathroom vanity was just right for getting ready in the morning and freshening up in the evening. I can’t say enough good things about the stay!

I’m pretty demanding, so I don’t get the awful reviews. It’s a nice property in a convenient spot. Even the smallest rooms are above average for NYC and feel modern and up to date. We had a nice view of Central Park between the skyscrapers. Check-in was a little rough: no early check-in despite my status and request, and no upgrades. After that, the service was excellent. The bar and restaurant staff were great, and the food and drinks were very good, though at NYC prices. The manager, Andrea, handled a concern I raised with patience and kindness, which counts for a lot in NYC. I’d also forgotten to mention the hotel gym, one of the best I’ve come across: around 15 cardio machines, a Smith/squat rack, barbells, dumbbells up to 100, and lots of other machines. With Manhattan day passes so expensive, that was a treat. I rounded up to five stars.