One Of The Best Luxury Hotels In New York City

Service at a the hotel was fantastic and the downstairs bar was beautiful.

I have edited my review to reflect management reaching out and being intentional about rectifying this issue as best they could! I appreciate their timely response and resolution! I had the worst hotel experience I’ve ever had last night-and I made a point to sleep on it before taking the time to write this. I made a prepaid reservation through Hotwire for a one-night stay and arrived ready to check in. Our bags were already taken to the room, and I had handed over my ID when the front desk agent, Anthony, asked for a card for incidentals. I gave him my debit card, but he told me they don’t accept debit cards for holds. I didn’t have my physical credit card on me, but I did have it in my Apple Wallet. Since their payment terminal clearly supported tap-to-pay, I asked if I could use it. Anthony said no, insisting that I needed to physically present the card. As a former Director of Operations for a luxury hotel brand, I know that there are multiple ways to authorize a hold for incidentals. I was shocked that he would deny check-in for a fully prepaid reservation over something so trivial. When I asked how to get my refund, he told me I’d need to contact Hotwire directly. That was frustrating but fine-until Hotwire’s manager called twice asking Anthony to release the refund, and he refused both times. To make matters worse, another staff member told him directly that he could have used my debit card or Apple Pay for the hold. His response? He told her she could “be responsible for it” and check me in herself if she wanted to-but he still refused. I would love to believe this wasn’t racially motivated, but his tone and actions made me feel otherwise. I’ve never been treated so poorly in any setting-especially not in a space that calls itself “luxury hospitality.” I’ve filed a formal complaint with the Better Business Bureau and will also be reaching out to hotel ownership directly. I hope they take this seriously so no other guest has to experience what I did.

Staff was very friendly and overall service was excellent