The Paul Hotel NYC-Chelsea Ascend Hotel Collection

Terrible customer service; non responsive manager

Avoid this hotel!! The rooms are very mediocre which I suppose is fair given what you pay. However, if I could give the front desk of this hotel zero stars, I would! They neglected to return my drivers license to me after check in and forgot to give it to me when I checked out. I didn’t realize this until I got to the airport the next day and almost missed my flight . I tried literally dozens of times to contact the front desk for three days but couldn’t get a human on the phone. The voicemail box for the property is full and won’t take messages. I called the hotel chain that owns the property and got the managers email. He never responded . I left messages on their webpage, no response . I finally had to send a friend’s friend to the hotel to physically retrieve my drivers license four days later - which of course, they had. Still haven’t received a call or response from anyone at this property. It is unbelievable that they would hold a guest’s drivers license for four days and not bother to try and contact the person. Terrible, inexcusable customer service!!

Run away from this trashy place.

Absolutely appalling. Run. They will charge you an extra $100-$150 night above your agreed third party rate and essentially blackmail so you can get into your room. A dispute between them and their third party vendor should not fall on the customer. Additionally, this is what we found in our room- broken bed headboard, window doesn't close, shower leaked (no rubber gasket on door) tons of water all over bathroom, hooks in bathroom were falling out of wall, tile spacers for grout were still stuck in wall, HAIR all over the bed on the mattress cover under the flat sheet. I'm a budget traveler, this was not budget - this was just terrible. Don't think you're saving money because they will blackmail you at the desk and charge you extra to get into your room.

Management does not care

Hello.I want to complain about the management of The Paul hotel.The First night, we could not get in the room, the door key was broken, and mechanic worked on it for about 2 hours while we were sitting in the corridor. They told us they do not have other room to offer.After the door could not be open, they gave us another room without any of our stuff. I told the front desk that this is unacceptable. They asked me to contact management through email.I didx2 without any response. They did not even apologize.