Maintenance review insights for New York, United States

Google Maps

Complaint signal is 8.5%.

Praise signal is 3.5%.

Tripadvisor

Complaint signal is 0.0%.

Praise signal is 0.0%.

Google Maps

Top complaints

• 1. Air conditioner is ridiculously loud 2. Only one out of the three elevators work 3. The TV can’t be connected to any signals so you can’t watch anything. 4. Very loud noises from the street (0.1%)
• A beautifully decorated hotel with a great lobby and friendly staff. We spent lots of time hanging out in the cozy common space. Our room was lovely however we were unable to use the bathtub due to some electrical work in the building causing the water to turn a weird color. The front desk accommodated us for that, though! I would also say that the beds aren’t very comfortable unfortunately. The pillows need some serious upgrades! The location was nice if you’re looking to stay in the Lower East Side. Right next door to Katz Deli and Russ & Daughters, or Clinton St. Bakery, another great breakfast choice aside from Dirty French at the hotel. There’s also a CVS and subway access nearby which is convenient. Overall enjoyed our stay but felt like for the price we paid there was a bit lacking. (0.1%)
• A big thank you to Christopher at the reception! I have stayed at this hotel twice before and always enjoyed it. Unbeatable location and value. Unfortunately I got a bit unlucky this time with a room that was very noisy due to an AC being very close to the window from another building. Christopher immediately stepped in and accommodated. He ensured I was able to switch rooms for the remainder of my stay. The rooms are good size for NY and clean. Have a big TV and plenty of storage space. Will definitely come back again in the future. (0.1%)

Top praises

• Affordable hotel that’s clean, warm and works well. Generally long in the tooth but with really nice staff that try to help you with recomendations and other things that you may need. (0.1%)
• All the mixed reviews kind of worries us a bit. But we have a great experience here. The “noise” from the street was not bad at all. We could sleep very well. The heating and hot water works well. The receptionists are friendly. There are good supplies in the lobby. Location is great. Many subway lines literally next door. (0.1%)
• Awesome old building I love all of the old molding and brass work (0.1%)

Tripadvisor

Top complaints

• I had one of the worst hotel experiences of my life at Sonder The Dutch. What should have been a simple stay turned into a complete nightmare from the moment I arrived. First, check-in was a disaster. I never received the required email with my room number or door code. Because there are no staff on site, I had to stand outside the building and call their customer service number. I ended up waiting outside for almost an hour just trying to get access to the building. When they finally assigned me a room, things somehow got worse. The room they gave me was already occupied. I opened the door and walked in on a couple who were sleeping. It startled them and honestly terrified me as well. That should never happen at any hotel. After that I had to go back into the hallway and call the same phone number again. I was placed on hold multiple times while they tried assigning me different rooms. They switched me between three or four rooms before finally giving me one that was not the room I paid for. I had booked a room with a wheelchair-accessible bathroom and a larger bed, but the room they gave me was smaller and not accessible at all. When I called to explain the issue, their response was essentially that they didn’t care and couldn’t do anything about it. They told me the room I had was the only option, despite the fact that I had already paid for an accessible room. The problems didn’t stop there. When I finally got settled, the room was freezing cold. The thermostat clearly wasn’t working. I spent most of the night calling customer service again and again trying to get help. It took until the next day at night for someone to finally come fix it. Later, when I stepped out and came back, my door code stopped working completely. I was once again locked outside the building, this time in the cold and rain, with no way to access the hotel or my room. I had to call their support line yet again and wait about 30 minutes just to get the code reset. Another serious issue was privacy. Multiple times during my stay, hotel staff walked into the room without notice, saying they had been told to enter for clean up. There was no warning, no knock, and no explanation. To make matters worse, the Wi-Fi went out during my stay and customer service had no idea when it would be restored neither did the one staff that was flying by room and I was able to ask. For the amount of money this place charges, the experience was completely unacceptable. Between the failed check-in, walking in on other guests, the wrong room, lack of accessibility, freezing temperatures, broken door codes, staff entering the room unexpectedly, and the Wi-Fi outage, this was easily the worst hotel stay I’ve ever had. I would strongly advise anyone considering staying here to think twice. A hotel should provide basic things like safe check-in, working room access, privacy, and functional amenities. Unfortunately, none of that happened here!! (0.0%)
• I knew this was not going to be a good stay upon check in. The agent was rude from the moment we spoke. I was looking to check in early since I was a Prestige member in the MyMillenium loyalty program and they allow for early check in. Before I even handed her my license or gave my last name to ask if I could check in, she very rudely said “you can’t check in until 4pm” without even saying hello, asking me who I was, if I was a Prestige member, and what my reservation was for. Service quality and being friendly to guests is something she could use more - or even some - training on. I had to go away, have lunch and come back later to check again for checkin. Although their loyalty programs says they have priority check in for prestige level, there was no such thing at this hotel. Wait in line with all other guest and not be recognized for your level. The room was a junior suite. When I opened the door I thought I had stepped back in time 15 years. The rug was all stained and ratty - I wore flip flops the entire time as it was gross and needed to be replaced. The couch and armchair had large mystery stains on them - again gross. The pillows were filled with small Chunks of foam, not feathers, and very uncomfortable for sleeping. The bathroom had Mildew around the bath faucet. The TV and cable TV system did not work on the work area TV properly with the remote - it only worked in the bedroom. The air conditioning system barely cooled off the room and you had to close all the drapes to even get it close to cooling off in the summer heat. They have those motion sensors as well which are awful since you get very hot while you sleep motionless. One plus was there was daily bottled water. The WiFi was also free. One final huge pet peeve - there were literally NO electrical outlets anywhere except for a hidden group under a shelf above the desk in the living area. Not a single plug in the bedroom - all items like tv and lamps were plugged in behind the 1990s wood paneling surrounding the bedroom that guests could not access. All in all - this was AWFUL. I would not stay here EVER again, and I would not recommend to anyone either. If I could give it zero stars if I could. (0.0%)
• It was dirty and price-gouged for December. Misleading as newly renovated. There was dust, dirty rugs and baseboards, dirty curtains, and dirty surfaces. My family and I got sick from the poor air quality in the room. There was mold and dust accumulated in the vents. (0.0%)

Top praises

• Lovely hotel, amazing view on the high levels. We knew it was downtown and in the business district close to the WTC. This area feels safe and cleaner in general to the busier midtown. We were very pleased with the room in general, good size, good condition and modern styling. Our view was amazing. The hotel had a modern busy feel and safe although we didn’t use the amenities like eating or leisure in the hotel. There are many places to stay in NYC but we would recommend this one and definitely consider staying there again. (0.0%)

Google Maps · Complaint quote

"The hotel was good. the food was good. Service was good enough. But for a 5 star hotel I would hope for better service in the front desk department. I checked out of my hotel and had unnecessary front desk charges. They said they would fix it and send me an email. I went about my day and never received an email. The charge was not fixed. And I believe I was never checked out of the hotel. As I have received another nights worth of charges. I contacted customer service and they redirected me to multiple numbers only to find out that the department I needed was closed for the day."

Review rating: 1.0

Google Maps · Praise quote

"The Conrad Downtown is a fantastic 5 star hotel situated right next to the water in a quiet part of NYC. The rooms are spacious and well stocked, and the lobby and lounge area provide plenty of space to work and relax. The staff is sensational and I want to call out the incredible efforts of Kenneth and Kadija. The both worked extremely hard so that my family and I had a 15/10 stay. I would highly recommend this hotel and the incredible customer service."

Review rating: 5.0

Tripadvisor · Complaint quote

"I had one of the worst hotel experiences of my life at Sonder The Dutch. What should have been a simple stay turned into a complete nightmare from the moment I arrived. First, check-in was a disaster. I never received the required email with my room number or door code. Because there are no staff on site, I had to stand outside the building and call their customer service number. I ended up waiting outside for almost an hour just trying to get access to the building. When they finally assigned me a room, things somehow got worse. The room they gave me was already occupied. I opened the door and walked in on a couple who were sleeping. It startled them and honestly terrified me as well. That should never happen at any hotel. After that I had to go back into the hallway and call the same phone number again. I was placed on hold multiple times while they tried assigning me different rooms. They switched me between three or four rooms before finally giving me one that was not the room I paid for. I had booked a room with a wheelchair-accessible bathroom and a larger bed, but the room they gave me was smaller and not accessible at all. When I called to explain the issue, their response was essentially that they didn’t care and couldn’t do anything about it. They told me the room I had was the only option, despite the fact that I had already paid for an accessible room. The problems didn’t stop there. When I finally got settled, the room was freezing cold. The thermostat clearly wasn’t working. I spent most of the night calling customer service again and again trying to get help. It took until the next day at night for someone to finally come fix it. Later, when I stepped out and came back, my door code stopped working completely. I was once again locked outside the building, this time in the cold and rain, with no way to access the hotel or my room. I had to call their support line yet again and wait about 30 minutes just to get the code reset. Another serious issue was privacy. Multiple times during my stay, hotel staff walked into the room without notice, saying they had been told to enter for clean up. There was no warning, no knock, and no explanation. To make matters worse, the Wi-Fi went out during my stay and customer service had no idea when it would be restored neither did the one staff that was flying by room and I was able to ask. For the amount of money this place charges, the experience was completely unacceptable. Between the failed check-in, walking in on other guests, the wrong room, lack of accessibility, freezing temperatures, broken door codes, staff entering the room unexpectedly, and the Wi-Fi outage, this was easily the worst hotel stay I’ve ever had. I would strongly advise anyone considering staying here to think twice. A hotel should provide basic things like safe check-in, working room access, privacy, and functional amenities. Unfortunately, none of that happened here!!"

Review rating: 1.0

Tripadvisor · Praise quote

"Lovely hotel, amazing view on the high levels. We knew it was downtown and in the business district close to the WTC. This area feels safe and cleaner in general to the busier midtown. We were very pleased with the room in general, good size, good condition and modern styling. Our view was amazing. The hotel had a modern busy feel and safe although we didn’t use the amenities like eating or leisure in the hotel. There are many places to stay in NYC but we would recommend this one and definitely consider staying there again."

Review rating: 4.0

"1. Air conditioner is ridiculously loud 2. Only one out of the three elevators work 3. The TV can’t be connected to any signals so you can’t watch anything. 4. Very loud noises from the street"

Signal: 0.1%

"A beautifully decorated hotel with a great lobby and friendly staff. We spent lots of time hanging out in the cozy common space. Our room was lovely however we were unable to use the bathtub due to some electrical work in the building causing the water to turn a weird color. The front desk accommodated us for that, though! I would also say that the beds aren’t very comfortable unfortunately. The pillows need some serious upgrades! The location was nice if you’re looking to stay in the Lower East Side. Right next door to Katz Deli and Russ & Daughters, or Clinton St. Bakery, another great breakfast choice aside from Dirty French at the hotel. There’s also a CVS and subway access nearby which is convenient. Overall enjoyed our stay but felt like for the price we paid there was a bit lacking."

Signal: 0.1%

"A big thank you to Christopher at the reception! I have stayed at this hotel twice before and always enjoyed it. Unbeatable location and value. Unfortunately I got a bit unlucky this time with a room that was very noisy due to an AC being very close to the window from another building. Christopher immediately stepped in and accommodated. He ensured I was able to switch rooms for the remainder of my stay. The rooms are good size for NY and clean. Have a big TV and plenty of storage space. Will definitely come back again in the future."

Signal: 0.1%

"Affordable hotel that’s clean, warm and works well. Generally long in the tooth but with really nice staff that try to help you with recomendations and other things that you may need."

Signal: 0.1%

"All the mixed reviews kind of worries us a bit. But we have a great experience here. The “noise” from the street was not bad at all. We could sleep very well. The heating and hot water works well. The receptionists are friendly. There are good supplies in the lobby. Location is great. Many subway lines literally next door."

Signal: 0.1%

"Awesome old building I love all of the old molding and brass work"

Signal: 0.1%

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