We stayed at the Renaissance for 3 nights in May. We found the room to be very clean and efficient. The hotel is well located in mid-town and the service was attentive. A great hotel for the price. We will stay there again in the future.More
IHGBooking.com
Booking.com
Great property and lovely staff, except the front desk. I am a Titanium level Marriott Rewards member (pretty high up) but that mattered not. I checked in was offered a late check out of 6pm, a nice gesture. On check out day at 430pm I was in my room with the do not disturb sign on and received a knock on the door. I told them I was leaving shortly. A few minutes later, I received a call from the front desk and I informed them the same. A few minutes later, I received another call from the front desk, same message. A few minutes later, I received call from someone at the front desk who was quite angry and threatened to charge my credit card if I did not leave immediately. I actually left the hotel around 5pm. What a great experience. However, it gets better. My AMEX was in fact charged for a 2nd night stay. I called your hotel the next day and spoke with "manager" at the front desk and I explained the above to her. She seemed to have empathy and assured me that she would refund the amount but I also asked her to provide the name of the person who made the decision to charge my AMEX; she stated she would call me back. Nothing. I called your hotel today and spoke with Marta at the front desk. She informed me that Ms. Natasha Defrank (sp?) was the person who authorized the 2nd charge on my card. So, what happened? Failure #1, I was offered a 6pm check out that was not honored. Failure #2, I was threatened by the staff. Failure #3, the person I spoke to after checking out made two promises, both were not kept. There are many hotels in NYC and this one should be avoided.
Hello GAPIII3 I am sorry to hear we did not deliver to your expectations. This is not certainly not the level of service we provide to our valued guests, nor typical of the feedback our guests have shared with us in the past. I do apologize for any inconvenience. While I wish that were able to accommodate all of of our fellow elite member requests for a complimentary late check out past the guaranteed 4:00pm time per the Bonvoy Elite benefits unfortunately this is not luxury we can afford given our high occupancy and early check in requests of many of our fellow travelers. While I understand your frustrations, unfortunately when our guests stay past the 4:00pm late check benefit it does significantly impact our arriving guests experience which is why we do not provide exceptions. I thank you for your feedback and apologize for any frustrations. Take care. -Justin Ellison, Assistant General Manager
Spent 5 days in New York and cannot thing of a better location. Very close to time square and 7th Avenue action yet quiet, modern and spacious clean rooms. Prices were high but seems something was happening in New York that week. Buffet breakfast during weekend is very poor. Only a la crate during the week. They need to do better on both. Internet connection was very fast and unlimited.
Hello 955fadim and thank you for the great review! As we pride ourselves on creating a memorable experience, it is wonderful to hear our convenient location, well equipped guest rooms, and, most importantly, excellent staff service all provided a memorable visit. We look forward to welcoming you again the next time you visit NYC. Take care. -Justin Ellison, Assistant General Manager
This hotel is a hidden gem. Brand-new. Beautiful, modern rooms. Excellent Concierge Lounge. Huge thank you to Justin Ellison for going above-and-beyond to make our stay so perfect. Loved the Skyline Rooms. Will definitely be back.
Hello jakeres and thank you for the great review! As we pride ourselves on creating a memorable experience, it is wonderful to hear our convenient location, well equipped guest rooms, and, most importantly, excellent staff service all provided a memorable visit. We look forward to welcoming you again the next time you visit NYC. Take care. -Justin Ellison, Assistant General Manager
Such a disappointment after a wonderful week in New York: the hotel unduly charged me $480 without telling me.
When I checked in I had to give my Visa card for a card inprint. When I checked out on April 16, 2019, I wasn't told anything, I wasn't given any receipt, I wasn't asked to pay anything (because I paid the whole invoice 4 months before), but after 3 days my account was debited of $480...
I tried to reach the hotel, I sent an email but after one month I still don't have any answer...
Conclusion : don't trust this hotel, don't give them your Visa card.
Hello ectpla54 and thank you for taking the time to share your thoughts regarding the handling of your billing discrepancy. We appreciate you bringing it to our attention and apologize for the inconvenience. A member of our finance team has provided you with a copy of the folio outline the details of the charge, should you still have any further questions please feel free to contact me directly. Take care. -Justin Ellison, Assistant General Manager
This is a new hotel on West 35th Street, between 7th and 8th Avenues. It's perfectly located in the heart of midtown, one block from Penn Station, Herald Square and various key subway lines, and a short walk to Times Square. The rooms are beautifully designed and decorated with all sorts of modern amenities. They are bright and airy with lots of natural light. I was on the 13th floor and it was quiet. Not a lot of street noise. The staff is friendly. There is a restaurant on the 5th floor which has both an indoor and an outdoor seating area.
Hello HappyTraveler1957 and thank you for the great review! As we pride ourselves on creating a memorable experience, it is wonderful to hear our convenient location, well equipped guest rooms, and, most importantly, excellent staff service all provided a memorable visit. We look forward to welcoming you again the next time you visit NYC. Take care. -Justin Ellison, Assistant General Manager
