Virgin Hotels New York City

To sum up, what was...

Liked: •The hotel’s location is excellent, very central and convenient.•At check-in, the reception staff was welcoming and helpful.
Disliked: 1.Swimming Pool Restriction: We specifically came with our children for a birthday celebration, and I had mentioned this before our arrival. However, we were not informed that the pool only accepts children between 8:00–11:00 AM. This information was neither provided in advance nor stated anywhere on the booking details. As a result, my children were not able to use the pool at all, which ruined part of our plans.2.Room Cleanliness: The room we were given was in unacceptable condition. The floor was dirty, there was a bug, and hair belonging to previous guests was present.3.Bathroom Hygiene: When we tried to use the shower, the water did not drain properly. The drain overflowed and all the dirt from previous guests came back up. This made it impossible to wash my children.Overall, the stay was far below the standards expected from a hotel of this category, and it caused a lot of distress, especially since this trip was meant to be a special occasion for my children.4.Breakfast Charges: Our reservation included breakfast, which clearly means the food we ordered at breakfast should have been free of charge. However, we were brought additional items, told to sign the bill, and later discovered these were charged as extras. This was misleading and unfair, given that we had booked a breakfast-included package.

Good

Liked: Property is clean, fun, new, - note that pool is free and acessible for hotel guest only form 8 to 11 am
Disliked: Staff is super friendly, but servive (breakfast, or restaurant) super slow - need improvement

Exceptional

Exceptional

Was absolutely brilliant

Liked: Swimming poolRestaurant was excellent
Disliked: You need to pay to get access to the swimming pool after 12:00

Exceptional

Liked: Fantastic view and great service from the front desk.

Read carfully the Pool and...

Liked: Clean, well-equipped rooms with plenty of space. Good location and amenities.
Disliked: The pool and rooftop policies are not clearly stated. When you book a hotel with a pool, I think I should be able to use it without restrictions and extra charges. That is not the case here. Children are allowed only from 8:00–11:30 am, and adults must book a private session (and pay extra) starting at 12:00 am. The rooftop area is not allowed for children, and it was clearly stated: children are not welcome here.

Excellent location but some issues.

Liked: Some of the staff were really friendly - especially at breakfast. The bed was really comfy. The view of the Empire State building was great! Location is very central.
Disliked: We changed to this hotel from our original hotel booking as the weather was going to be hot and we liked the idea of the pool. However, you could only use it before 12am otherwise you had to pay $50 per person for a sunbed - you could have pool snacks and drinks to this value but we didn't want that much! Very disappointed in this policy - we have never had to pay $100 to use a hotel pool before (regardless of whether that money can be spent on refreshments). We won't stay again because of this.service at the reception desk was hit and miss: we had to ask a few times for things that were missing from our room to be sent up.After leaving we were charged for using the mini-bar when we didn't (this wasn't mentioned when checking out and wasn't taken till after we checked out) - when I phoned they said OK we'll refund it - no apology at all! Check your charges once you leave.

Disappointing

Liked: Location
Disliked: Expensive hotel for the quality of services offered, breakfast with limited choice, not a kids friendly hotel