We were set to arrive around 9 a.m. on a Saturday morning, so we called the day before to make sure that we could check-in and have a room ready. They told us that it would be no problem. We are gold members and should benefit from priority check-in. Well, our room wasn’t ready until 2:00 p.m. because the people leaving the room had a late check-out. After roaming the city and calling twice to see if the room was ready, we finally made it to the hotel to check in. We decide to take a nap during which someone walked into our room!!! We called the front desk and they had no clue why someone would be in our room. My husband swears that they didn’t knock as he was awake when it happened. When we stopped by the desk on our way out, they said that it was probably room service checking up on us to see if everything was O.K. Excuse me! If they were checking how things were, why come in when there was no answer at the door (they claim that the person had to have knocked)? Fine. We’ll let this one pass. The following day, we decide to hang the “Do not disturb” sign on the door – as we usually do on short trips – only to find that someone had come in and left bottled water and snacks for our inconvenience from the previous day. I guess they just ignored the sign. Good to know. That same night, a male employee knocked on our door (signed ignored!), and said that he thought he was on the 26th floor. No, sir, this is the 23rd floor, and there is a “Do not disturb” sign on our door. Come on!! Three times in 2 days. We began to think that they had targeted our room to steal our stuff. Paranoid, maybe. Coming back, absolutely not!
As for the location, they’re pushing it when they call it Times Square. It’s a couple of blocks away on a shady street. When you leave the hotel, you have to walk by the parole office where parolees stand in line to get in every morning. You don’t feel safe at all!! So, as soon as you get out, cross the street and walk on that side.
Breakfast is good, but they should get rid of the lounge area (not used other than for breakfast) and replace it with tables and chairs. If you’re going to offer free breakfast, offer enough space for people to eat it.
Let's just say that it was our first and last trip to the Staybridge Suites in "Times Square".
Stay somewhere else!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
17 August 2012
Hello and thank you for taking the time to write this review! We take all our reviews seriously as it well help to continuously improve our property.
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We truly apologize for the inconveniences that you experienced during your stay. We appreciate our Priority club Members loyalty and will always do our best to accommodate their requests! In regards to the early checkin, I do see we were able to get you in at 2pm, which is two hours earlier than our guaranteed checkin of 4pm. We are really sad to hear things didn't go as well as your expectations would have wanted. We would love to be able to offer an opportunity to make it up for you.
We do pride ourselves in making sure our guests are satisfied, so I wish you would have brought these issues to the manager's attention while you were here, so we could have investigated into the matter and made your stay more enjoyable.
We would love to be able to offer an opportunity to make it up to you. The problems you brought across are things we never would want our guests to experience, so I would like to correct these issues and prevent any future inconveniences.
If you wouldn't mind contacting me either by phone, 212-810-4326 or email email@example.com at your earliest convenience, it would be more than appreciated.
Front Office Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC