Row Nyc

A great stay

After reading recent reviews we were slightly worried about our upcoming stay at The Row but we needn’t have been We got to the hotel at 2pm, no queue at check in which was a nice surprise after recent reviews. We were given our hotel key straight away. Our room was comfortable and had plenty of room for 2 of us for a 5 night stay The hotel was in an excellent location & our room had a great view down 8th Avenue If you’re a light sleeper bring ear plugs as that road is rather noisy. There is a fire station a couple of blocks away so we would always hear them coming and going The downsides for us were the resort fee you have to pay. We didn’t receive any vouchers or a water bottle as mentioned on their website. The restaurant and bar area was closed most nights and the food hall which is adjacent to the hotel which is also shown on their website is closed due to COVID and didn’t show any signs of reopening. A little disappointed as a few weeks before our stay I emailed the hotel to check if everything was open and they assure me it would be and failed to mention the food hall was closed and the restaurant and bar wouldn’t be open all the time, so not really sure what you are paying for other than WIFI Other than that a great stay!

Modern and Clean

We stayed in this hotel just before Christmas and we had a fantastic stay. The lines for check in were extremely long which wasn’t ideal after a long flight. However, when we got to reception we were greeted by Junior who was incredibly friendly and helpful, he even upgraded our room. When we got to the room it was a great size (for NYC) as well as being extremely clean with a good view looking towards Times Square. All in all, aside from the lines at check in which are understandable the week before Christmas, I would highly recommend this hotel to anyone heading to New York.

Great Location, not as nice as it used to be.

Our experience at The Row was not as we hoped and I hate to be so pessimistic and sound like a complainer. I stayed at this hotel a few years ago and I am sure the pandemic has alot to answer for but the customer service was the thing that let this whole experience down the most. The rooms were very worn down and not clean enough, especially as we are in a pandemic and levels should be higher. There was dust, finger prints on windows, mirrors, allover the toilet sliding door and crumbs on the floor. I had stains on my sheets. We did mention this and they did change our rooms, but no apology. I checked the new rooms before changing and they were just as bad as the ones we were in. So we stayed put to be next to our other guests and asked for more sheets and we wiped everything down. We did get a gesture of an apology at this point. All three rooms were like this too, 5 including the replacements they gave us. We also emailed the hotel 3x times in advance of our arrival and had no reply. The messages were over a couple of month as we knew they would be busy and to different addresses as it was regarding two different queries, but still nothing from either. Previously we had excellent communication. The ladies on reception were not that friendly and actually a bit rude. (There did seem to be a woman more in charge and she wasn't as unfriendly as the rest but was the one who didnt applogise for our issues). Cleaners were friendly enough. We did have an issue with one of the room safes and they did send people up ASAP. Lifts are not equally used / issued. During peak times you could be waiting 20-25 minutes to get in a lift especially with luggage. We had to go down one at a time. One lift servicing over 24x floors. If you are on a lower number you definitely waited longer. They need to address the lifts. The lifts on the left side were always in use whereas the right were not. You have to enter your room number inadvance and it highlights which lift to go to. I loved this hotel last time I went, which is why I booked the 6 of us to go this time and I hate to seem to harsh especially given the circumstances. I would never normally even be bothered and would put up with either issue tbh, im usually quite no frills, but I think the collection of uncleanliness paired with not very nice CS, really threw our whole experience to a negative. It is a great location, the hotel isn't that bad, but don't expect anything great. It's OK, a room with a relatively good view and so so customer service. I personally wouldn't stay again. We have stayed at a few hotels in NYC now to know there is definitely better, or there was pre-pandemic. Things have changed alot and maybe this would be the same for most. I have taken this into consideration but I definitely wouldn't want try it again to be sure.