2/10 Poor
January 9, 2025
Frozen
18° in NY and our room did not have heat the first night. It took them until about 1:30am to decide to put us in rooms with heat. My daughter laid shivering while the service person worked on the heater in the room. They split us up into two rooms. The room my daughter and I received was fine. They took my husband to a room that was already occupied and questioned those guests about when they got there. They then put him in another room that had a shattered television screen he discovered when he turned on the television. The lobby was freezing. Pictures below show people in coats and hats in the lobby because that’s how cold it was. We were told we would have to check out in the morning and check back in to a different room the next day. We did not do that because I didn’t trust they would have a room available. The speed that they solved these issues was extremely slow and not customer friendly at all. We received zero credit for our inconvenience after being told we would. I would not stay here again.
Verified traveler
2-night family trip
Verified Hotels.com guest review
