This was my third straight year doing a mini 'stay'cation here with my family and, very unfortunately, most likely will be my last.
First, the location is excellent. A short walk to many of the familiar midtown sights, like Rockefeller Center, Grand Central, St. Patrick's, Bryant Park, NYPL, even Times Square (without having to stay in or near there). Also not a far walk from Central Park or shopping on Madison Ave., etc. Moreover, there's a #6 train literally across the street and the more residential part of the City on the East Side in Turtle Bay over on 3rd, 2nd and 1st Aves is close by so some lower price points on the meals. I highly suggest HideChan Ramen nearby.
However, the Hotel itself has devolved into a nickel and dime situation which is no longer palatable. First off, they have a number of specials which they advertise on their website, which is great, one of which I got. The special provided a bottle of prosecco, purportedly 25% off the room and so-called "late" checkout of 2 PM. Moreover, when you book directly, on the booking screen they ask if you want additional services. One of these is "early" check in at 12 PM and another is "High Floor". I purchased (or at least thought I did) both of these options.
Upon arrival shortly after 12 PM, expecting a room, and having self parked in a nearby lot for $72 a day) and not having been notified otherwise, despite having received three different generic email solicitations from this very Hotel that very morning, I was firmly advised by the stern front desk person that no rooms were available. Having schlepped into the City three hours ahead of the time I otherwise would have to check in, this was extremely aggravating news. Instead of "Sorry Sir", etc., I was received by an "oh well that's life" attitude, telling me that early check in was not guaranteed and that I should check my bags with the hotel and walk around the City for three hours. Had I wanted to do that, i would not have booked their extra fee "Early Check-In" tease. Moreover, nor did I receive an email from the hotel telling me when/if my room would be ready as you would expect to have received from any any other better run hotel.
I complained to the manager on shift, who admittedly was very nice and calmed me down and then advised me (after about 15 minutes of me complaining) that a room had in fact just become available on the Third Floor. Remembering that I had also booked the "High Floor" option at time of booking I asked her what room was I supposed to receive, that would necessitate a wait. She advised a room on the Seventh Floor. This is about a 26 Floor hotel so to me, the 7th Floor does not seem like a "High Floor" room. Note that the booking said "High Floor" not "High-er Floor".
So, two things, the "special" rooms, clearly are lower floor and the "High Floor" booking is misleading. Also, booking "Early Check-In" is fairly worthless, since you have no guarantee of getting it and they will not tell you that until you get there.
Lastly, on check out day, lo and behold a "Late Checkout Fee" of $75 appeared on my bill. Recall that I already had "Late Checkout" at 2 PM as part my my "special". When I called to discuss this charge, they advised, "oh, that's for checkout at 3 PM", which I had never discussed or requested with/from them. At this point, in complete disgust, I sucked it up, stayed until 2:55 and left, never to return.
Overall, ended up paying appr. $500 a night for a King Suite on the 3rd Floor, with all the fees, taxes and including their new $30 a day "Resort fee". In years past, it was $15.99 for wifi for 4 devices, now it's a $30 "resort fee" which is alarming, sinc ealthough they do have a small gym and small office area, nobody really uses it.
This Hotel used to be a great find, now it's not so much. On the plus side, the door personnel are excellent and the manager I spoke with was very calming (after the original front desk person was overtly rude and imho should choose another profession) . Also, the bedding is wonderful. Also, they sent me a bottle of wine (which i didn't drink) and did get me a room when I complained (albeit on the 3rd floor which carries very heavy traffic noise due to the single pane windows (some of which simply do not lock); and the room did not have half and half or stirrers for the coffee. The rooms have a nice kitchenette, and the National restaurant downstairs is pretty good.
All in, this used to be a find, now it's just another hotel, imho. Have to be honest. I suppose I'll be written off as just some angry picky customer, but Hotels are a service industry and when service is not good, it's incumbent upon us as Customers to point this out. Not trying to be mean here.