YOTEL NEW YORK

The hotel is in an excellent location: Times Square can be reached comfortably in about 5 minutes on foot. Furthermore, in the immediate vicinity there are several subway and public transport stops, as well as supermarkets, restaurants and everything necessary to make the stay very comfortable. I was also lucky to have a room with a beautiful view of the New York skyscrapers, a detail that made the stay even more pleasant. My room was clean and tidy, however there were several aspects that made the experience less satisfactory. For three consecutive days the soap was not restocked, despite the fact that I had requested it several times from the staff. Furthermore, I was surprised by the fact that the room was not equipped with a mini-fridge and that, upon our arrival, not even a simple complimentary bottle of water had been left, a courtesy that many hotels now offer their guests. Another morning I kindly asked if it was possible to have a simple teaspoon, but I was told that I would have to buy it from the vending machine at a cost of €3.50. I found this response truly unprofessional and not very attentive to the customer: after having spent about €2,000 for the stay, I would have expected a minimum of availability for such a simple request. Finally, although my room was clean, in the hallway on my floor the carpet gave off a strong odor, similar to that of cheese, as if it had been washed without being dried correctly or had not been cleaned thoroughly. It is a detail that gives a bad impression of the common areas and that should be improved. Overall, the hotel's location is undoubtedly its strong point, as is the view from my room. However, the service and attention to some details were not up to the price paid and deserve more attention.

The photos of the rooms are taken with a wide-angle lens and they look bigger than they are. These are minimal and the bed is a Murphy bed because if you open it, there is no room in the room. A shame

Our experience at this hotel was extremely negative and, unfortunately, it is the first time we have been forced to leave a property due to the condition in which the room was handed over to us. We had booked a corner room with a view, equipped with a modern bathroom with a glass shower, exactly as represented in the photos and the room type selected at the time of booking. Upon our arrival, however, we were assigned a completely different room: neglected, in poor condition, with numerous stains, obvious signs of wear, and damaged in several places. The bathroom was also a handicap-accessible bathroom, with the floor full of stains and a shower equipped with a simple curtain, absolutely not corresponding to the room we had booked and the images published. What is even more serious is that, by consulting the reviews published in the previous months, we found that other guests had already reported the exact same problem, namely the discrepancy between the rooms shown in the photographs and those actually assigned to guests. This shows that the issue had already been brought to the attention of the property for some time and that, despite this, nothing seems to have been done to resolve it or to correctly inform customers before booking. We immediately went to the reception, asking with the utmost politeness to be able to use the room actually booked. We were told that the rooms of that type were being renovated and that no alternatives were available (the same excuse already used previously with other guests, see reviews on Booking). At this point we tried to find a solution together with the reception, but the behavior of the staff was, in our opinion, absolutely inadequate and unprofessional. We did not receive any concrete assistance or willingness to find a solution. On the contrary, while we were trying to explain the situation and resolve the problem, some members of the staff continued to be on the phone texting, even going so far as to laugh in our faces in front of our requests and our evident discomfort. The only solution we managed to find was to contact Booking support on our own. Support immediately took charge of our case and initiated the refund request for the total nights not used. Unfortunately, even in this case, the hotel refused to meet our request. The following day we were contacted again by Booking and were informed that the property was not willing to find a solution or to meet us halfway and that, consequently, it had opposed the refund. We lost more than half a day trying to resolve a situation that we had not created and, in the end, we were forced to find an alternative solution on our own, without receiving any real support from the hotel. It was an extremely disappointing experience from every point of view: room not in accordance with the booking, unacceptable conditions of the property, terrible customer service, total lack of professionalism and helpfulness on the part of the staff and no willingness to resolve the problem, despite it being a situation already reported by other customers in the previous months. In many years of traveling, it is the first time that we have found ourselves in a similar situation and that we have been forced to leave a hotel due to the conditions of the room and the total absence of cooperation on the part of the property. We strongly advise against this hotel. We believe that the relationship between what was promised at the time of booking and what was actually offered was absolutely unacceptable and that the behavior held by the property towards a customer who had simply requested what was regularly booked was extremely disappointing.