2/10 Terrible
JUAN, LIVERPOOL
Travelled with family
Jul 18, 2025
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
The hotel location was convenient and the included breakfast was good, so we chose it. However, our room’s AC didn’t work on a 90-degree day in NYC. After a couple of calls, the front desk sent someone who wasn’t a technician but just checked if we knew how to use the AC control. By 2 a.m., they gave up and said the repair would have to wait until the next day, which was very frustrating.
The next day, a real technician confirmed the AC was broken and they told me to wait for the fix. I requested another room, but the front desk said I had to wait in the lobby with my luggage until cleaning was done afternoon, adding to my frustration. I spoke with the manager, Jose, who gave us a “better” room facing a different street and two $20 coupons for the hotel facilities. He also promised a refund for the night without AC, which I never received. Travelocity is still handling that dispute.
This isn’t about the money—it’s about trust. I paid full price expecting all amenities to work. If you can’t provide proper service, maybe hospitality isn’t the right industry. I used one of the coupon for coffee the next morning after a disappointing weekend driving back home. Thanks for the Coffee!!
JUAN
Stayed 2 nights in Jul 2025