Good Hotel Choice in a...

Liked: First, the Thompson is in a great location—within walking distance of Central Park, Broadway and Time Square. The Upper-level staff (Front Desk and Managers) were great. The breakfast buffet was excellent with a good selection of food.
Disliked: We had some issues when we arrived. My family arrived a little earlier than I did, so while waiting for me, they ordered some food immediately after checking in. The Thompson bar/lounge has a decent menu, so my wife and sister-in-law ordered their food while my 9-year-old daughter ordered a simple pasta dish. The adult food came out before the kid's meal came. My wife waited for the kid's meal, but it never arrived after numerous requests. When it finally arrived, it was cold, and, as a result, so was the rest of the meal due to the wait. (My family did not want to eat before the kid's meal arrived). My wife asked the server to speak with the manager and, again, requested it more than once, but they never came. When I showed up and was made aware of this, I complained directly to the front desk. Within minutes, the restaurant manager came and listened to our concerns. She was shocked to hear that when we requested to speak to her from our server, no one attempted to reach her. The hotel automatically comped the meal, so I appreciate that the Upper Management addressed the issue right away when they were made aware of it and did the right thing. I am more disappointed with how the service staff handled the situation by not addressing their supervisors immediately when the issue arose. This disconnect between upper management, who were on the ball with our concerns, and the service staff that seemed to dismiss any misgivings is something to be addressed. Other than this one incident, the rest of the stay was pleasant.