Service review insights for New York, United States

Google Maps

Complaint signal is 14.8%.

Praise signal is 42.9%.

Tripadvisor

Complaint signal is 11.3%.

Praise signal is 56.4%.

Google Maps

Top complaints

• 1. The room size is smaller than the stated 40 square meters. 2. During check-in, we found that the toilet had not been flushed properly, and there were stains on the pillow. 3. Breakfast required queuing — for the first time ever. I have never experienced this before in my life. We have been waiting for over 30 minutes and still haven’t been able to get in； 4. We had already booked a room that included breakfast. However, from around 10:30 a.m., we were asked to wait until approximately 11:35 a.m. before being allowed to enter, even though it was obvious that there were many empty tables inside the restaurant. 5.After entering the restaurant, we were then informed that the buffet was no longer available after 11:30 a.m. If that was the case, why did you tell us to wait 20–30 minutes when we gave our room number while queuing? Why didn’t you inform us directly that there were no seats available or that the buffet service would have ended by the time we were seated? (0.1%)
• 1.5 hours wait for breakfast and 1 hours wait each for check in as check out. I’m very disappointed in management. I’ve been Hilton diamond member for years and now I doubt whether I still want it. (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

• Very friendly staff. (0.3%)
• Amazing stay! The room was clean, spacious, and the staff were incredibly welcoming. Would definitely come back! (0.2%)
• Excellent service. (0.2%)

Tripadvisor

Top complaints

• "Are we at Per Se or are we at Applebee's?" This was the question on our minds as we ate dinner. Buyer beware - do not come to Per Se if you are expecting a refined and elegant dining experience. Per Se has no expected standards of attire and behavior being enforced confirmed by its own maitre d Alex Pimentel. This failure of the purported three Michelin star institution greatly reduced the quality and enjoyment of our experience and was far below what we have experienced in the past at Per Se or other three Michelin star restaurants. One table in our direct view had two very old men with two teenaged-looking girls. One girl was wearing sweatpants, a crop top, and flip flops. The other girl was wearing a sweatshirt and sneakers. One of the old men had a little black puppy with him and Per Se allowed the puppy to run around the floor of the dining room throughout the dinner. Another table next to us was obnoxiously loud throughout the evening, taking over the space and taking away from everyone else's enjoyment. It was clear from the circus around us that Per Se has no standards for guest attire or behavior and does not care about guest experience at all. When I wrote to the restaurant after our dinner to share our feedback, the maitre d Alex Pimentel asked me to call him to talk. After playing phone tag a couple times, we were finally able to connect. Alex began the phone conversation by flippantly stating "I understand you had a problem with some guests who weren't dressed as nicely as you would have liked?" Wow. This is the guy they put in charge of guest relations? What a great attitude for the job. Alex ended up wasting 20 minutes of my time by making up excuses for every single aspect of our underwhelming dining experience. According to Alex: 1) Per Se does not have a dress code for women, only for men. Women can apparently dine in a string bikini and flip flops. Alex says: "Per Se gets people from all walks of life and unfortunately we really only enforce a dress code for men." 2) Alex said the old men were hotel guests and that they were dining with their "nieces or daughters." I told him that we could not care less where the old men were lodging or the nature of their relationship with the teenaged girls, but that the young women should at the very least not be wearing sweatpants, crop tops, flip flops, sweatshirts, and sneakers. Alex once again reiterated that there is no dress code for women. 3) Alex could not come up with an excuse for the puppy running around. 4) Alex said that if we were disappointed at any point in the evening with our experience, the burden was on us to try to create the experience we want. Alex said we should have complained about the other guests (all seated within earshot) and we may have been reseated space permitting. So a three Michelin star restaurant is putting the onus on its guests to create a fine dining experience. Why would it be on guests to make sure Per Se enforces basic standards of attire and behavior of other guests? When Per Se allows a circus in its dining room, Per Se is not going after a three Michelin star experience. When the maitre d tells guests that it is actually their burden and responsibility to create a pleasant and enjoyable experience, there is something terribly wrong with the training and culture at Per Se. 5) Food: lobster was extremely chewy like bubblegum. The chicken was bland and a bit rubbery. Loved the crispy skin on the bass. Lamb was just lamb, but on the tougher side. The wagyu was unremarkable. Black truffle pasta was delicious with a generous shaving of truffles. 6) Service: star is for Maris who was fantastic and we appreciated her excellent service and professionalism. Maris seemed to be the only one we encountered at Per Se who was aware that the restaurant is supposed to provide a three Michelin star experience. The wine pairing was $350 and the sommelier was perfunctory and inattentive. Alex concluded our phone conversation with an underwhelming, "well in the future please reach out to me to coordinate your next visit to Per Se." He didn't even offer a genuine apology without excuses or any gesture of good will from the restaurant. Will we be coming back to Per Se after this experience and Alex's response to our feedback? As Randy Jackson once eloquently stated, "Yeah that's gonna be a no from me, dawg." (0.0%)
• "Great once we got our table. One tip - if you’re asking people to wait for their table don’t stick them in a corridor where they’re in the way and can’t get a drink. It’s not the fault of paying customers that they’re on time but you’re not!" (0.0%)
• - Waited 15 minutes to have order taken after menu dropped off - Ordered cocktails, they never came, here's your first wine pairing and first course, I guess we just skipped them? - Missed bread course, waiter claimed it was intentionally skipped though hard to understand the rationale when everyone around us has it and there is literally a placeholder for a bread basket sitting on our table - Food served before wine pairing arrived (once) - Having to ask people dropping off food multiple times (is there a wine pairing? where are our cocktails? is there bread served?) and signaling waiters every 10 minutes = awkward experience The food was good, unfortunately it is not paired with the service is deserves. (0.0%)

Top praises

• Great food, wine and service! (0.0%)
• The steak and the service were first class, as you might expect, but (and I'm sorry for the levels of pretentiousness on this one) the octopus starter was overcooked and rubbery. Didn't detract from a fantastic meal, it was just disappointing when you don't see it on menu's too often. Great views of the city and would recommend. (0.0%)
• "Are we at Per Se or are we at Applebee's?" This was the question on our minds as we ate dinner. Buyer beware - do not come to Per Se if you are expecting a refined and elegant dining experience. Per Se has no expected standards of attire and behavior being enforced confirmed by its own maitre d Alex Pimentel. This failure of the purported three Michelin star institution greatly reduced the quality and enjoyment of our experience and was far below what we have experienced in the past at Per Se or other three Michelin star restaurants. One table in our direct view had two very old men with two teenaged-looking girls. One girl was wearing sweatpants, a crop top, and flip flops. The other girl was wearing a sweatshirt and sneakers. One of the old men had a little black puppy with him and Per Se allowed the puppy to run around the floor of the dining room throughout the dinner. Another table next to us was obnoxiously loud throughout the evening, taking over the space and taking away from everyone else's enjoyment. It was clear from the circus around us that Per Se has no standards for guest attire or behavior and does not care about guest experience at all. When I wrote to the restaurant after our dinner to share our feedback, the maitre d Alex Pimentel asked me to call him to talk. After playing phone tag a couple times, we were finally able to connect. Alex began the phone conversation by flippantly stating "I understand you had a problem with some guests who weren't dressed as nicely as you would have liked?" Wow. This is the guy they put in charge of guest relations? What a great attitude for the job. Alex ended up wasting 20 minutes of my time by making up excuses for every single aspect of our underwhelming dining experience. According to Alex: 1) Per Se does not have a dress code for women, only for men. Women can apparently dine in a string bikini and flip flops. Alex says: "Per Se gets people from all walks of life and unfortunately we really only enforce a dress code for men." 2) Alex said the old men were hotel guests and that they were dining with their "nieces or daughters." I told him that we could not care less where the old men were lodging or the nature of their relationship with the teenaged girls, but that the young women should at the very least not be wearing sweatpants, crop tops, flip flops, sweatshirts, and sneakers. Alex once again reiterated that there is no dress code for women. 3) Alex could not come up with an excuse for the puppy running around. 4) Alex said that if we were disappointed at any point in the evening with our experience, the burden was on us to try to create the experience we want. Alex said we should have complained about the other guests (all seated within earshot) and we may have been reseated space permitting. So a three Michelin star restaurant is putting the onus on its guests to create a fine dining experience. Why would it be on guests to make sure Per Se enforces basic standards of attire and behavior of other guests? When Per Se allows a circus in its dining room, Per Se is not going after a three Michelin star experience. When the maitre d tells guests that it is actually their burden and responsibility to create a pleasant and enjoyable experience, there is something terribly wrong with the training and culture at Per Se. 5) Food: lobster was extremely chewy like bubblegum. The chicken was bland and a bit rubbery. Loved the crispy skin on the bass. Lamb was just lamb, but on the tougher side. The wagyu was unremarkable. Black truffle pasta was delicious with a generous shaving of truffles. 6) Service: star is for Maris who was fantastic and we appreciated her excellent service and professionalism. Maris seemed to be the only one we encountered at Per Se who was aware that the restaurant is supposed to provide a three Michelin star experience. The wine pairing was $350 and the sommelier was perfunctory and inattentive. Alex concluded our phone conversation with an underwhelming, "well in the future please reach out to me to coordinate your next visit to Per Se." He didn't even offer a genuine apology without excuses or any gesture of good will from the restaurant. Will we be coming back to Per Se after this experience and Alex's response to our feedback? As Randy Jackson once eloquently stated, "Yeah that's gonna be a no from me, dawg." (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

"This is a cute little hotel! The staff were absolutely amazing! The room was nice, nothing overly impressive, but comfortable and seemed clean. The rooftop wasn't open during our stay, but the coffee shop on site filled in nicely for happy hour. Perfect location if in town for attending ABC tv show tapings. It was a very short walk to the studio! The staff were all very pleasant, professional, and accommodating!!! I'd stay here again!"

Review rating: 4.0

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

"We sat upstairs, which we preferred as it’s quieter. Daniel, or server, was warm, engaging, helpful and efficient. The food quality was excellent. This visit exceeded our expectations."

Review rating: 5.0

"1. The room size is smaller than the stated 40 square meters. 2. During check-in, we found that the toilet had not been flushed properly, and there were stains on the pillow. 3. Breakfast required queuing — for the first time ever. I have never experienced this before in my life. We have been waiting for over 30 minutes and still haven’t been able to get in； 4. We had already booked a room that included breakfast. However, from around 10:30 a.m., we were asked to wait until approximately 11:35 a.m. before being allowed to enter, even though it was obvious that there were many empty tables inside the restaurant. 5.After entering the restaurant, we were then informed that the buffet was no longer available after 11:30 a.m. If that was the case, why did you tell us to wait 20–30 minutes when we gave our room number while queuing? Why didn’t you inform us directly that there were no seats available or that the buffet service would have ended by the time we were seated?"

Signal: 0.1%

"1.5 hours wait for breakfast and 1 hours wait each for check in as check out. I’m very disappointed in management. I’ve been Hilton diamond member for years and now I doubt whether I still want it."

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%

"Very friendly staff."

Signal: 0.3%

"Amazing stay! The room was clean, spacious, and the staff were incredibly welcoming. Would definitely come back!"

Signal: 0.2%

"Excellent service."

Signal: 0.2%

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