Hudson - Morgans Hotel Group

Ron from Toronto, ON CA stayed on May 24, 2004

"1)On May 20th, I phoned to have my luggage sent to my room and said I needed it in 10 minutes, since I had an important meeting I had to get to immediately after I got the luggage. The operator promised the luggage in 10 minutes. It was delivered to my room 2 irrate phone calls by me and 30 minutes later. 2)On May 22nd, I asked for a wakeup call for 6.30 a.m. May 23rd. I awoke horrified at 8.45 a.m. that next morning. When I called the front desk and asked why I hadn't received my wakeup call, I was told by the Hotel operator that the "system' had gone down and that as a result no wakeup calls had gone out. I asked why they hadn't gone around to rooms knocking on doors in order to wake those individuals who had asked to be awakened, and was told by the operator that she was an 'operator' and that she couldn't have gone from room to room....it wasn't part of her job????!!!! I naturally agreed with her foolish statement, BUT wondered where the Manager had been while all this inefficiency and POOR service was going down?? I then, asked to speak to that mgr....Peter Baker. He pretty well repeated what the 1st innarticulate aive hotel employee had told me but he also added that when the system went down, they didn't know that it wasn't working and thus couldn't do anything about it. I, in turn informed him that his information was fallacious since during my previous cconversation, the operator told me that the hotel HAD been informed of the system breakdown very shortly after it went on the blitz, when another angry guest had phoned the front desk to complain that he hadn't received his wakeup call 10 minutes earlier. Peter had nothing meaningful or otherwise to add to that.....other than, "I'm sorry"!! He did, however call me back approximately 20 minutes later to offer an apology and a complimentary breakfast. I was very late for my appointment...I declined. 3)That very same horrific morning, we opened the sewing kit in the room because we needed a pair of scissors. Alas alack, the scissors were broken. Coincidently, at that particular point in time, a hotel employee, clippboard in hand came to our door asking if our room had been cleaned. We said no, but that we had just opened the sewing kit etc. Could she please bring us a new kit, but quickly, since we had to leave ASAP. She promised she would. We never heard from her again and the kit with the faulty scissors remained in the room even as we departed two days later. One really great thing re the staff, Melitza Aponte, Assistant Front Office Manager, ultimately handled my complaints with grace, dignity and very fairly and professionally! I assume that my ratings on your questionairre above make it perfectly clear that your facility is outstanding in spite of your generally substandard service. Thank you for this opportunity, Ron Singer"

Recommends the hotel to others? No

Anonymous guest from Dallas, TX US stayed on January 05, 2004

"The public areas (restaurant, bars, etc.) were impressive. Beyond the lobby, though, the hotel was shabby. The hallways were dark enough to conceal the worn, stained carpet and damaged walls. The room was tiny and dimly lit - it felt like a coffin."

Recommends the hotel to others? No

Patricia from Montgomery, AL US stayed on November 03, 2003

"This is a great hotel for groups gathering in NY. Eighteen friends and family stayed here while my daughter ran the NY marathon and we found that it was a great hotel to casually meet in the outdoor terrace or library bar etc. The rooms were too small , however the double rooms were fine. Lighting and printed material are hard for the middle agers to see, but I still think it was the best hotel in the city for a group."

Recommends the hotel to others? Yes