Everything was wonderful about the...

Liked: Felt very safe at our hotel! Staff was amazing!
Disliked: Location was the best!!!!

Bad experience.

Liked: Nice clean hotel
Disliked: We booked this hotel in mid-October for our 9-year-old daughter's birthday trip, but the experience was incredibly disappointing. Despite checking in via the app for a double queen room, we arrived after 4 hours of travel to find they had no room for us. They sent us to a sister hotel, which was a major downgrade, promising a double queen for the next night—but that never happened either. They offered refunds, complimentary breakfast, and a future free stay, but we never received any of it. Truly a frustrating and unprofessional experience.

Hotel in a good central...

Liked: We liked the rooms in general and they were very clean.
Disliked: We didn't like the fact that there was no instructions for the coffee machine so we couldn't use it and no milk provided either. Also the bed got rather cold during the night. I did ask if we could get instructions, milk and extra bedding but no one got back to us.

Exceptional

Very good

Liked: The staff was very helpful. I had a box item which staff took initiative to help me attach a handle for ease of hand-carry.
Disliked: Water dispensed should be more chilled. No ice dispenser.

Superb

Insanely expensive, not large, but...

Liked: Smallish room (16m) but perfectly designed. Great bed, fantastic bathroom. Right on Times Square but inner-facing room was amazingly quiet. Remotely operated night (opaque) and day (translucent) blinds. Surface for suitcase PLUS some storage.

Disappointing

Lovely Hotel, but Misleading Security...

Disliked: I stayed at this hotel recently and, while it is undeniably lovely—very clean with plenty of staff available to assist with the somewhat confusing elevator system—I cannot recommend it due to its misleading and excessive security deposit policy.Despite paying in full for my booking upfront, the hotel charged an additional "security deposit" equivalent to the entire cost of my stay again, with no prior warning on either the Booking.com information page or the hotel’s own policies. Fortunately, I had a credit card to cover the amount, but it completely depleted my planned spending budget for this trip.The hotel doesn’t accept cash for the deposit, and my money was held for 12 days before being refunded. This feels like a way for the hotel to hold customers’ money for their own benefit, potentially reducing their borrowing costs.I don’t like leaving a negative review, and after the challenges of the pandemic, I’ve made an effort to support the travel and hospitality industry. However, this experience left me completely annoyed. My frustration was compounded when feedback was requested by Booking.com and the hotel but none of it was actioned, and I’ve seen no evidence of changes or updates to the information provided to future guests.While the hotel itself is lovely and the staff are helpful, this lack of transparency about its policies completely overshadowed my stay. Unless you have a credit card to hand and are willing to wait up to 12 days for your money to be refunded, I strongly recommend booking elsewhere.