Virgin Hotels New York City

Poor

Exceptional

Great hotel for a memorable...

Liked: Location was great. Metro options great. Room size for NYC is pretty good!
Disliked: I think for the price point, one water bottle should be given every day for each guest in room. Stayed at another hotel that was lower in price and they did and it made a difference for me since I take meds right when waking up and sometimes I had not gotten to corner store yet to get some water. I also think leaving enough coffee pods for each guest each day would be good. Sometimes we were left one pod sometimes 2. And given enough regualr sized coffee cups. We were only given one robe. Just don't think that should be something customer should have to ask for if guest number is more than one. Also would be nice if guests under 18 can have a little more pool time during the week. I understand on weekends it doesn't make sense but would be nice during the week. Overall we really loved our stay but these things could have made it better :-)

Very good

Passable

Liked: Location.Cleanness.3rd floor interior.
Disliked: 1.False fire alarm at 10:30 PM. (Stuff happens)2.False information provided by the valet — we were told that the $75 for valet parking included taxes, which it did not.3.Paid an extra $140 on Booking.com for lunch and dinner, but at check-in we were told that meals were not included. Only $100 was refunded to the account.4.Incorrect information was given about the dinner serving time.5. Difficulty using the $100 dinner credit. The staff showed little willingness to assist, and only after my firm request was the food finally delivered to our room.

A brilliantly located, fabulous hotel!

Liked: The rooms are well appointed, and clean, with amazing views. Lovely bar/restaurant and pool area. In an amazing location, central to everything, and PATH train a two minute walk away. A really lovely, modern vibe to the hotel. Would always return here.
Disliked: The pillows were a tad lumpy and uncomfortable. The service at breakfast was incredibly slow and unfriendly; it looked as though they were short of staff there. We didn’t realise that we had to book and pay to sit at the pool! And also the sauna is an extra charge to use! I do think that if you are a client of a hotel, that you should be able to use the facilities free of charge.

Not recommended.

Liked: We liked the gym and the building has a lot of potential with the rooftop (that was closed) and the swimming pool (that was closed ). The building is stylish and in a good location.
Disliked: I am not giving 1 star just because at the check out they excused themselves and removed 38$ from the bill.We booked this hotel because it was one of the few advertising swimming pool and sauna in their page. We got disappointed in learning that the swimming pool was closed on the 26th of May and the sauna was at 75$ per person with a small reduction for guests staying at the hotel.The room is unfortunately nothing special and we were very surprised for a 5-star hotel to not even leave 1 single small bottle of water as a welcome. No attention to details as also there was no body wash but 2 shampoos instead (see photo).The fridge was making a lot of noise during the night and the bathroom door was super noisy too. The water both for the shower and the sink was extremely hot whether we were turning towards the cold or the hot water. Plus there was a little hatch open in the bathroom.Rooftop was also closed on Sundays, so we decided to go to their bar on the 3rd floor.We were seated at a table and we then waited 20min at the table but nobody came, so I start looking at the barman and he made me sign to go there to order (5-star hotel?). After both going to order and bring the cocktails to our table myself I went to pay. The barman asked me to hand over my phone unlocked so he could go pay the bill on the other side of the counter. I refused and so then he went to print the bill first. Included in the bill there was 20% tip, which obviously he didn't disclose as he just asked to hand over my phone.The morning after we went for the breakfast we had added to our package. After waiting 40min to be seated (see photos as so many people were annoyed and waiting with us) we found out the breakfast was only one dish + drip coffee (you couldn't choose anything else) or tea+ either grapefruit or orange juice, but they ran out of orange juice......No water in the room and water dispenser not working at the gym ( see video).

Very good

Disappointing

Liked: Location great but very run down hotel with services such as cleaning not in line with expectations. Also, the pool area which was one of the reasons we booked the hotel, required reservation and did cost 40 USD per person, even for kids, and required purchasing for >100 USD in the bar. That was a real disappointment
Disliked: See above