Service review insights for United States, Hotels

Tripadvisor

Complaint signal is 16.7%.

Praise signal is 43.5%.

Baseline signal is 12.6%.

Delta vs baseline is 4.1 points.

Tripadvisor

Top complaints

• Beautiful hotel, beautiful view and friendly staff. There is much more to this hotel than just the pretty views. We visited the 9/11 museum only to realise that this hotel was there when 9/11 happened, literally just across the road. The history of it is crazy. We were on the 34th floor and got an amazing views. Room was clean, amenities were pretty good. Location is great. There are two subway stations 2 minute walk. Lots of shops, coffee shops and restaurants around the hotel. Only thing I can complain about really is the elevators. You will wait a while to use one and there was an unexpected charge of $242 taken off from my deposit which i assume is tourist tax - but my complaint is that I wasn’t made aware of this or wasn’t told how much it would be. No mention of it at all. (0.9%)
• Good place to stay and explore NY with the subway. Great walking to the Wall Street and Piers. 9/11 2min to walk and quit hotel not so crowded. Sometimes waiting time for the elevator in the rush hour. (0.9%)
• Horrible experience with booking and scheduling rooms. You can only book rooms online and front desk cannot help with reservations whatsoever. I was charged twice for my overall stay and have tried to contact management 3 times now with no resolution. Do not stay here. (0.9%)

Top praises

• Amazing location extremely close to multiple subway lines, with average time of about 10-25 min to any location in Manhattan. Exceptional room, especially the one looking over Brooklyn Bridge to which we were upgraded to free of charge. Quite clean room, very quiet with a very nice daily service. (0.9%)
• Beautiful hotel, beautiful view and friendly staff. There is much more to this hotel than just the pretty views. We visited the 9/11 museum only to realise that this hotel was there when 9/11 happened, literally just across the road. The history of it is crazy. We were on the 34th floor and got an amazing views. Room was clean, amenities were pretty good. Location is great. There are two subway stations 2 minute walk. Lots of shops, coffee shops and restaurants around the hotel. Only thing I can complain about really is the elevators. You will wait a while to use one and there was an unexpected charge of $242 taken off from my deposit which i assume is tourist tax - but my complaint is that I wasn’t made aware of this or wasn’t told how much it would be. No mention of it at all. (0.9%)
• Best trip. The staff is very kindful and smart. I recommend this hotel for a week. Big SO to William. (0.9%)

Tripadvisor · Complaint quote

"Very nice hotel, the room is superb with a very nice view and the cleanliness is impeccable. Unfortunately the staff at the bar were unkind, but we had a very pleasant exchange with the staff who take care of the luggage as well as with Smalta who offered us help."

Review rating: 5.0

Tripadvisor · Praise quote

"Very nice hotel, the room is superb with a very nice view and the cleanliness is impeccable. Unfortunately the staff at the bar were unkind, but we had a very pleasant exchange with the staff who take care of the luggage as well as with Smalta who offered us help."

Review rating: 5.0

"Beautiful hotel, beautiful view and friendly staff. There is much more to this hotel than just the pretty views. We visited the 9/11 museum only to realise that this hotel was there when 9/11 happened, literally just across the road. The history of it is crazy. We were on the 34th floor and got an amazing views. Room was clean, amenities were pretty good. Location is great. There are two subway stations 2 minute walk. Lots of shops, coffee shops and restaurants around the hotel. Only thing I can complain about really is the elevators. You will wait a while to use one and there was an unexpected charge of $242 taken off from my deposit which i assume is tourist tax - but my complaint is that I wasn’t made aware of this or wasn’t told how much it would be. No mention of it at all."

Signal: 0.9%

"Good place to stay and explore NY with the subway. Great walking to the Wall Street and Piers. 9/11 2min to walk and quit hotel not so crowded. Sometimes waiting time for the elevator in the rush hour."

Signal: 0.9%

"Horrible experience with booking and scheduling rooms. You can only book rooms online and front desk cannot help with reservations whatsoever. I was charged twice for my overall stay and have tried to contact management 3 times now with no resolution. Do not stay here."

Signal: 0.9%

"Amazing location extremely close to multiple subway lines, with average time of about 10-25 min to any location in Manhattan. Exceptional room, especially the one looking over Brooklyn Bridge to which we were upgraded to free of charge. Quite clean room, very quiet with a very nice daily service."

Signal: 0.9%

"Best trip. The staff is very kindful and smart. I recommend this hotel for a week. Big SO to William."

Signal: 0.9%

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