Don’t expect anything from staff
The hotel was cool, nicely decorated, and the maid service was excellent.
It was my fault for making the reservation under my name, but we realized this the day before. I called and they added my husband name, no problem. Well when my husband arrived they told him I had to be there ( I was flying in later that night), so I call and they say his name is in the reservation and they don’t know why he can’t check in. I ask to speak to the front desk. 3 HOURS and multiple calls and multiple run arounds, still not talking to to the front desk; a person at the call center tells me he checked already! I talk to my husband who nis sitting on a bench inside with my two daughters sleeping in his lap. I tell him to try and check in, they check him in. A breakdown in communication led to a rough start.
The hotel is in a fabulous location in the middle of the theater district. Once you step into the hotel the city smell is gone and replaced by a blast of fragrance. The lobby is wide and decorated nicely. The elevator system is very efficient with elevators going to certain floors. The room was comfortable enough for the 3 of us.
They never have enough people working at the desk. There are always lines throughout the day. A desk for questions would be helpful. For a hotel with 1,331 rooms they need more than 2-3 people assisting guests.
check-in took WAY too long. wallpaper in room was tacky
The furniture and the look of the room was nice; very modern. Also seemed very clean. Priced reasonably.
Check in took quite a while and when we got to the counter the employee said she was upgrading us but I don't believe that was the case because the room was very small. One very simple thing was that there was no full length mirror which does not help when I'm getting ready for my boyfriend's birthday dinner.
cable down grade sucks
Concierge- very helpful and friendly
Front desk staff - apart from one individual, staff were like zombies going through only the essentials. To be fair this may be a volume issue as the front desk is very busy and the staff have to manage languages from all over the world, which I will admit is no easy job. This creates delays in the check in process creating impatient (and rude customers). I will say they did handle the whining of people checking in with professionalism. Suggested solution - investigate peak period scheduling for front desk, specifically selecting staff with multiple languages
Location and the food and bar area
Great location, but noisie
Great hotel in the middle of everything, next to subway line. Inside hotel is the City Kitchen where you have a "food court" with many renamed local restaurants. Included breakfast was so so, not the best but good. Very clean room, they cleaned our room every day. Eight elevators, but always very busy.
Extremely small room, very noisy on 7th floor (at night all trucks and constructions work and you hear everything in the room). Thanks God we got the "Deluxe City view" because it was supposed to be a bit bigger. The view is not as good as other in the area but its ok for the price. One night we found a small worm in the ice from the ice machine. They should have better beds. But over all its the best option for the $$.
I don't like it
Cause the room was dirty
The room was to small
The room was way to small. I never been in a place like this. I call the front desk to see if they change the room and they do nothing
Swanky lobby doesn't translate to the rooms, which are cramped and awkwardly layed out. This is bottom end, despite the trendy sounding name. How anyone would rate this a 4 star property is beyond me. For first night of two night stay my room was oversold. They sent me to the Hyatt Times Square; much nicer.
Friendly staff at check-in. Door man helpful and fast getting car checked and checked out for trip home. Clean room but a small. Ok for an overnight stay. Close to Times Square, theatres, and midtown sights.
Music in elevators very loud.
There's nothing quite like Row NYC. This modern hotel is the beating heart of Times Square, from its iconic design to its location at the center of it all. It is located in one of the city's most exciting areas, steps from the Theater District and Hell's Kitchen, within easy walking distance of some of the world's most celebrated art museums and shopping. The Row NYC balances the whirlwind excitement of its location with a distinctly calming interior design, with its dark wood accents, cozy couches, and minimalist interior decor. The well-appointed guest rooms are incredibly comfortable, with plush Euro top mattresses, ergonomic desk chairs, innovative window shades for feelings of privacy and serenity, and well-equipped bathrooms, featuring multi-setting shower heads, plush towels, and premium amenities. Rooms include deluxe views as well as executive and penthouse suites, appointed with full sitting rooms and every creature comfort imaginable, like spa bathrooms and flat-screen TVs. A full-service convenience store, open 24/7, is located onsite with all of the essentials, from late-night snacks to newspapers from every major city in the world. The Row NYC features multiple restaurants and bars, from the upscale, Zagat-rated District M to the spacious, casual City Kitchen. An onsite full-service salon, fitness center, standalone indoor cycling center and candy shop appeal to guest's best instincts as well as occasional indulgences. For travelers, it's easy to come and go at The Row, with valet parking as well as its proximity to multiple subway lines and bus routes. A seemingly endless fleet of taxis and ride share vehicles are omnipresent, for even easier ways to get around.
Based on 19,411 reviews
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