The Marcel at Gramercy Hotel

No one around to help. No climate control. Inner rooms had no view, and absolutely no wifi. Noisy air system, heat on crazy high in winter, had to open a window. No one was around to help. Emailed but didn’t hear back until after 4 pm. By then I chose to leave and go to Best Western Empire and it was 110% better experience. Go to Freehand, go to Moxy, go anywhere but here.

I booked this hotel for our first trip to NYC for my husbands birthday and after reading reviews I expected for the room to be tiny. However, it was clean and the customer service was amazing. Upon our arrival we were greeted and giving room keys at no additional charge although we were early. We also walked into the room where we found a birthday card and small token for my husband that was much appreciated. Also, anything that we needed the front desk made sure we received. Thank you, we would stay here again!

The hotel itself was not bad. The location is quite good and the facilities are correct. The room is not very big but it is enough. However, there is a lot of noise from the street. Apart from all this, the problem comes with the deposit that must be left when arriving at the hotel. Supposedly, it's $75, although, without really knowing why, I was charged $115 that was supposed to be returned to me when I left. A few days after leaving the hotel they returned $75 to me, so there was another $40 left to return that I still have not received. I tried to contact the hotel, at least to find out why they had charged me that extra $40 and why they weren't refunding it, but no matter how hard I tried, I didn't get a response. It is completely impossible to contact them: they do not respond to the web form, they do not respond to emails, they do not respond to social networks... It's a shame! If you can, avoid this hotel under all circumstances, as the reception staff are not very friendly or helpful either and if you have any problems after the trip, they forget about you and steal your money.

This hotel was close to a lot of quick restaurants and bars. It was close to the subways about 2 and half blocks. The room was very clean and the staff were very friendly. We had a problem with the shower the water would not get hot. The bathroom sink would get extremely hot. We asked for two days to get it looked at because cold showers are not a good way to start the day. I finally found a maintenance man and he worked on it and got us hot water by the third day. Was not offered another room or anything but just take it as is. I was so happy I found the maintenance man. The room was small but cozy!

I've made a reservation online but when I got there to check in they told me that they don't check anymore guests because of a water leaks that happen through the weekend. I would have appreciated an email or phone call so I could have more time to find an other hotel. I must say that I did appreciate that they offer me an other room at an other of their hotel or a refund.

On the bright side, the location is great and the staff is super nice. The first day I realized the room didn’t have a minibar. I asked for it at the lobby and they brought one later that day. We came back to the hotel as we had a great experience back in 2019. Unfortunately, this was not the case this time. The room was minuscule, to say the least. We could barely fit in, there was no chair, as there wasn’t enough room for it. And luckily this time we didn’t bring big luggage, otherwise we wouldn’t have fit in at all. Also, the hotel used to have an early kind of breakfast service, with coffee and some fruits. Not much, but it was a good add-on. They don’t have that anymore. And they used to have a snack service in the afternoon. Not anymore either. Overall not the experience I expected after the first time we came. Next time around I will probably look for other options before coming back for a third time.

No one around to help. No climate control. Inner rooms had no view, and absolutely no wifi. Noisy air system, heat on crazy high in winter, had to open a window. No one was around to help. Emailed but didn’t hear back until after 4 pm. By then I chose to leave and go to Best Western Empire and it was 110% better experience. Go to Freehand, go to Moxy, go anywhere but here.