Name: The Herald by LuxUrban
Address: 71 West 35th Street, New York City, NY
Telephone: (888) 406-7656

Pleasant

Liked: Location
Disliked: Check in

Really bad, just don’t.

Liked: Location
Disliked: We actually didn’t stay here because we left as soon as we saw the room. The walls were stained, there was a foul odor coming from somewhere (possibly mildew), and there were no towels! Bed sheets were questionable as to whether they were washed and door didn’t properly lock. Felt incredibly unsafe and when we complained the girl at the front desk barely looked up from her phone as she shrugged her shoulders.

Superb

Disappointing

Liked: I only liked the location in midtown Manhattan.
Disliked: The room is not always cleaned properly, the room cleaning service knocks on the door at 8.30 in the morning.... The furniture is insufficient, there is not even a wardrobe, and the rest Is partly broken.The spaces and services for customers are very limited. The staff is not always particularly kind with the guests.

Good

Liked: Location near sites in town.
Disliked: The furnishings were only very basic but the room was a good sized corner room.

Very good

Disappointing

Liked: The location was handy to walk and access public transport
Disliked: The fridge didn’t work, the phone didn’t work, the walls in the room were dirty and covered in marks. Asked to move rooms and all the woman at the desk could say was they were changing the phone system?

Bad

Liked: Location ONLY!
Disliked: Everything else other than the location was a disaster. No shampoo, no towels, no clean sheets. I had to ask for towels every single day. I also asked multiple times for clean sheets, which I never got. We stayed for 7 days, and they never changed the bed and pillow sheets, even once. Wifi was not working 90 percent of the time. Even the telephone in the room was not working, and I had to go down to the reception (if I can name it reception as there was just a desk) every time I needed something which was a basic service of a hotel. It was by far the worst experience I've ever had with the services in my life, even compared to the hostels.

Exceptional

Uncomfortable. Staff was rude after...

Disliked: Extremely disappointing and frustrating experience. The property had no working AC. For three days, our room stayed between 78°F and 81°F, making it nearly impossible to rest or feel comfortable. We reported the problem to the front desk multiple times and were repeatedly told that an engineer would fix it, but nothing ever changed.After several sleepless nights and no real effort from the hotel to resolve the issue, we had no choice but to check out three days before our scheduled departure. We also contacted Booking.com for help, but even they were unable to get a response from the hotel.This experience was stressful and very upsetting, especially considering how much we were looking forward to our stay. I would not recommend this hotel based on how poorly this situation was handled and the complete lack of customer service.