Staff needs some training; good technology but needs personal relation training.

Liked: Location.
Disliked: We arrived at 2:40pm, check in at 3:00pm. Told we had to wait. OK. We went to the lounge. No one waited on us. Bartender and waiter were talking and fooling around. We went to the bar and placed an order. No one brought us our order. In the meantime another patron became angry with the bartender because she was inattentive. At 3:00pm we were called for our room. We never did get our order. We brought things with us that needed to be refrigerated so we took out the contents. The day we were checking out they knocked on our door and said we used all contents of the refrigerator. We asked them to come in and check it out. We had used nothing. We went to check out. There were only two people at the desk and the line was to the outside door. I finally checked my bill and all the charges were still on for the refrigerator even though the person who checked said it would be removed immediately. It finally was removed but if I had not asked to see the bill I would have been charged an extra $300. We were thinking of staying in an Intercontinental Hotel when we go to Barcelona however after the way we were treated and the inefficiency we experienced that will not be happening.

What can I say - great location; great hotel; clean; staff very personable and extremely helpful; would definitely recommend to others.

Need more mirrors in bedroom. Fabulous place to stay. Thank you.

First time guest, look forward to returning, very professional check in staff

Liked: Very accommodating staff, comfortable room, great setting and location

Disappointing

Liked: Well located hotel but with no customer service and experience. Staffs very unfriendly.
Disliked: Staffs are unfriendly. We book one family room with a connecting room of 2 single bed but unfortunately they downgrade us with 2 rooms with 2 single bed . The rooms was smelling with a minibar broken and smell dirty . They have not change it at all during our days there despite report it several time .

Exceptional

Liked: Very good breakfast.

Fabulous

Good

Excellent birthday trip and I...

Liked: I Like the location and the hotel itself. Excellent will return again.
Disliked: No complaints...

Disappointing considering the brand ,hotel...

Disliked: Rooms tired Housekeeping average Receptionist on check in was rude Lobby bar tired furniture Breakfast mediocre

Exceptional

Liked: The beds were very comfortable.
Disliked: I did not like that there was not a mirror in the bedroom. You had to dry your hair or put makeup on in the bathroom.

Poor

Liked: Location is off time square near broad way
Disliked: Too expensive for an inter Lack of cleaning. I think staff got used to tourist few days stay. Pillows were not comfortable

Not a pleasant stay.

Liked: Location and breakfast.
Disliked: Disorganized staff. They sent me to an occupied room. It took three trips to front desk to syncronize 2 rooms keys. Now lets talk about Booking.com; when i made the reservation, i selected the room for 3 guests abreakfast and the reservation was processed accordingly. At the end of confirmation, your system asked me if i wanted to upgrade the room for a better view of nyc. I did process the upgrade and agreed to pay the additional fees. Then your system processed the reservation for two guests. This caused all kinds of havoc. I had to call your cs twice and i also had to talk to the manager at the hotel, so on and on. It was not a pleasant stay for a 5 star hotel. Also, i have been using booking for years and i was surprised with the occured error in your reservation system. But i have to congratulate the booking cs service personnel that helped me. Excellent and timely service.