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All reviews rooftop bar haven rooftop times square new york rooms are small continental breakfast bagels door staff our honeymoon brick wall perfect location concierge service rockefeller center fantastic hotel big apple central park around the corner
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Reviewed 2 July 2011

My husband and I came to New York for our anniversary. There was major construction going on in the lobby BUT other than storing our luggage until our room was ready, it wasn't an issue. We definitely got a good price on room because of the construction. We requested the room in the picture on their website and that's what we got. It was perfect!
The Taxi driver hadn't heard of the Portland Square Hotel, but of course we gave the address.
It was incredible how close we were to Times Square - take a left out of hotel, walk 50 steps, you're there!
We thought the staff was helpful and good.

Room Tip: Call ahead to request the room on website
  • Stayed: December 2010, travelled as a couple
    • Value
    • Sleep Quality
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4  Thank Suthien
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JeremyPoon, General Manager at Sanctuary Hotel New York, responded to this reviewResponded 3 July 2011

Thank you for taking the time to post a review on Tripadvisor.

We are glad that you enjoyed your stay here with us at the Sanctuary Hotel New York. We love when people appreciate what we have to offer for our guests. However, I must point out that a lot has changed since your last stay with us in December 2010. We would love for you to come back and truly experience what the Sanctuary Hotel has to offer.

If you would like to make a future booking, please email jeremy@sanctuaryhotelnyc.com. I will personally assist you with it.


Best Regards,

Jeremy Poon - General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 June 2011

The rooms are tiny, the remodel not done and yet we were walked in on twice in our room by housekeeping. The first time no knock. The second time we had the "shhh" (do not disturb) sign on the door and it was 1040 am with checkout not required until noon. The hotel had one working elevator and it was the freight elevator. There's no bar, no restaurant and not a concierge to be found. Checkout time was noon and the desk was swamped with only one agent on duty. This is no sanctuary.

A soft opening is roughly defined as the hotel is bleeding money and has no income so they open the doors in hopes of raising money even though the renovations are not complete. What they don't tell you is what's left to do. In addition to the cosmetic and staffing issues, I would be anxious to learn that the fire protection work and testing of the life/safety systems had been done. On second thought, I don't want to know. Buyer be ware!

Stayed: June 2011, travelled with friends
5  Thank jacksondc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JeremyPoon, General Manager at Sanctuary Hotel New York, responded to this reviewResponded 1 July 2011

We regret to learn of the challenges you experienced during your recent visit with us.

We pride ourselves at The Sanctuary Hotel New York in offering personalized service at the highest standards, and the details which you noted with our Housekeeping department is not the experience which we strive to provide for our guests. Our S.T.A.R. program focuses on "Service Tailored to Any Request", and our staff members take great pride in trying to always achieve this.

I would welcome an opportunity to further discuss these issues with you and can be contacted at jeremy@sancuaryhotelnyc.com or (212) 382-0600.

Kind Regards,

Jeremy Poon - General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 June 2011

Stayed for 5 nights end of June and don't let anyone fool you, was told by construction workers that they would be lucky if done by the end of September. Only major issue with this (if u are made aware beforehand) is that the only elevator is a service one (very very slow) and it is in constant use by staff and construction personnell meaning plan on waiting 10+ minutes every time u want to use it. I would have had staff using the stairs but service as a whole was not good.

Asked on wed for them to fix the safe in room.. Asked again thursday (twice), again on friday. Each time they were appalled that 'no one' had done anything but no individual could be bothered.

Asked for a restaurant reccomendation from concierge and they simply brought up a 2 page zagat print out off the internet and suggested we try phoning some of those to see if any availability.

Was twice woken at midnight by staff knocking on our door when they had in fact been called to a different room.

I would happily forgive the construction if staff did something when requested as opposed to chatting amongst themselves.

Location good and room fine for the px range.

  • Stayed: June 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
6  Thank jobinlondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JeremyPoon, General Manager at Sanctuary Hotel New York, responded to this reviewResponded 1 July 2011

Thank you for expressing your comments and concerns regarding your stay at the Sanctuary Hotel New York.

Our hotel prides itself on providing S.T.A.R. service, yet in some cases, mistakes can occur. Rest assure, we will take the necessary measures to do an internal follow up with our staff to ensure that issues such as the ones you have mentioned do not happen in the future.

We want to sincerely apologize for the challenges you experienced with the elevator. As we prepare for the finishing touches on our brand new elevator design, we are currently using our service elevator which may take a few minutes longer than usual.

I would love an opportunity to discuss these issues further with you and can be contacted at:

jeremy@sanctuaryhotelnyc.com

(212) 382-0600

Kind Regards,

Jeremy Poon - General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 June 2011

My wife and I spent about a week at the Sanctuary in late June. For a position so close to Times Square and the Theatre District, it was an incredibly quiet street - really a perfect combination of location and peace in what is an extremely busy part of the city. Our room, a Deluxe Queen wasn't large, but more than adequate for the both of us. However the design of the room, with its economical and thoughtful use of space, meant it felt much larger than it was. My wife loved the shower and well lit mirror for applying makeup, whilst the local magazines on the desk were a great addition - as unashamed tourists we felt almost like we had a locals' guide to New York!

However the greatest aspect of the hotel is the level of service, dedication and warmness of its staff. Every night we were asked what we did with our day, and felt as if the staff were genuinely interested. Furthermore, they would often pass on their personal experiences related to our daily activities which was not only interesting, but refreshing to connect with staff on such a level. A special thanks to those who made us feel so special: Thomas (a fellow Australian! Felt strange to hear the accent so far from home!) who didn't stop smiling and always welcomed us, Wilson the concierge who put up with our stupid questions and Christine who helped us out with problems without question in a prompt and friendly manner.

Whilst the hotel is ranked lowly on Tripadvisor, I feel this is not reflective of the past and not the present and future reality that is the Sanctuary. It is a great hotel, staffed by genuine individuals who care about the guest.

Room Tip: Book a Deluxe room - Queen or King.
  • Stayed: June 2011, travelled as a couple
    • Value
    • Sleep Quality
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2  Thank bonniedoonorbust
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JeremyPoon, General Manager at Sanctuary Hotel New York, responded to this reviewResponded 1 July 2011

Thank you Bonnie for your comments about the Sanctuary Hotel New York.

We are so glad that you had a great time here at the hotel and in New York City. We are happy to know that people appreciate the considerations we take when designing the layout of our rooms. Many others have commented on how much they love our glass encased showers with rain shower heads, along with our Sanctuary beds.

When it comes to the staff, we are so proud of the way that they go above and beyond for our guests. They genuinely love to connect with every individual in efforts to provide a stay with a sense of comfort and services like no other offered elsewhere.

Thank you for your compliments about Thomas, Wilson and Christine. Just knowing that guests such as yourself appreciate their efforts, will bring a smile to their faces.

We hope to see you again soon.


Best Regards,

Jeremy Poon - General Manager

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Reviewed 26 June 2011

My husband and I planned a New York City trip spontaneously one Wednesday afternoon to celebrate our anniversary, we googled "boutique hotels NYC" and found The Sanctuary. The next day we boarded a plane and arrived. The Lobby is beautiful, with dark colors and a mix of sleek New York style and the Zen feeling of an upscale spa resort. The front desk staff greeted us with a smile and sent us up to our room, which had a bottle of Veuve, 2 champagne flutes and rose petals on the bed in the shape of a heart with the sweetest welcome message from their star manager, Jennifer. Who also had sent us an email prior to our arrival welcoming us and discovered it was for our anniversary! The room is gorgeous with a leather floor to ceiling headboard and a rain shower that after a long flight feels like heaven. We went downstairs to the lobby to thank her and were presented with a tall-always smiling, true lady that went out of her way to plan our last minute trip to the city. The main lift in the lobby was being re-done but that in no way took away from the beauty and comfort you feel in this place. After we got situated Jennifer sent us to a Broadway singing brunch place that was one of the best NYC experiences I have ever had! She had alerted the manager we were coming so he came to introduce himself and gave us a few extras on the house. Got us tickets to Book of Mormon which my husband was dying to see. She planned a 2 hour night cruise, then day tour on the double decker and suggested we do the NBC studio pass rather than the Empire state so that we got the Top of the Rock and a tour in one. She even had a gentleman named Patrick bring up a bag of ice for my husbands sore knees after a long first day of pounding the NYC streets. On our second day we met Jeremy the GM who could not have been nicer, clearly this hotel knows how to select their staff!! He was very friendly and chatted with us about our stay, such a nice touch and costs nothing for them to make us feel at home.We met Hazel from housekeeping who would dote on us each day to make sure we had everything we needed! I could carry on for days with details but let me end by saying that the last night we were in town Jennifer sent us to an Italian wine bar called Da Marino and had the manager Pasquale send us a champagne toast while the piano man played "Unforgettable" for our anniversary!!!! Truly, this place and all they go out of their way to do for you is phenomenal. Even the security Francisco was always so welcoming upon our return to the hotel each day, he would talk with my husband while I asked Jennifer or the front desk a multitude of questions! So thank you to all of you at The Sanctuary NYC, we will be back. This place is FIRST CLASS and the staff, well they put it over the top! there is no way to rate it except to say that you are all wonderful and you made our trip so memorable we will be back time and time again! Maria, Houston Texas

  • Stayed: June 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Thank MariaTX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JeremyPoon, General Manager at Sanctuary Hotel New York, responded to this reviewResponded 29 June 2011

It's moments like these that bring joy to our entire staff. We are so happy that we were able to make your stay so enjoyable.

On behalf of Jennifer, Hazel, Patrick and Francisco, we sincerely thank you for your fantastic comments about the service and the hotel. It's comments such as yours that motivate us to constantly go above and beyond what is expected.

The next time you come into town, please contact myself or Jennifer directly so that we can personally take care of your reservation.

We hope to see you again soon!


Warmest Regards,

Jeremy Poon - General Manager

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