The Roosevelt Hotel Tracking Order Status

I reached out to the Roosevelt Hotel to talk to someone about helping me help create a special experience for one of their upcoming guests, who is ill. I could not get the attention of anyone. I was trying to pay and add experiences to their stay (ie; strawberries in the room, pay for hotel dinning etc.,) but based on their lack of customer service, it couldn't be done. I could not get a return call from a manager. They are clearly not interested in the individual needs of their guests which would help make their stay special. I will never stay there or recommend them.

We had a fantastic experience with The Roosevelt Location was fab and the staff were polite and friendly We were upgraded due to getting married and the manager + staff couldn’t have been more helpful and supportive. We’d def stay there again and hope they will make more use of the lobby area which is truly stunning!! Thank you Roosevelt - you made our time with you very special

We visited this hotel last week and I have to say it is the most underwhelming experience but to be fair I wasn't going to place my first ever review about the hotel until a really horrible experience. And if anyone asked my about the hotel I would suggest they spend more and avoid it at all costs. We checked in to what we had booked as a deluxe room. It certainly was not deluxe. In fact I have had more enjoyable stays at Ibis Hotels. At least I get what I am paying for. The room was basic, dark and out of date. The walls were thin and we could hear people talking clearly. No amount of papering over the cracks would solve that. No tea and coffee facilities etc. A bathroom that really was old and a shower that leaked a dribble of water. But us being us decided that as we would be seeing the sights it wasn't worth bothering about. I always know it is a bad sign when on check out you aren't asked about your stay but heyho :) The thing that tipped me over the edge though were the insults from the Bellboy and the unbelievably aggressive way they operate. We got the train from York to London, the tube to Heathrow, flew to Cancun, got the ferry from Playa del Carmen and walked to our apartment (500 metres). As I was doing the Ironman I also had a bike bag. Then we went to the mainland had a holiday before flying to JFK on the way back. We left the bike at the airport and got the Metro to Grand Central and walked about 500 metres to the Roosevelt. Had our stay in the rubbish room and took our luggage to the luggage room (actually to the door of it) it was placed in the room. Two hours later we returned to the door and asked a bell boy to get our luggage. He moved it 3 metres or so. Then stated " Luggage is stored for free, tips are appreciated" I said thanks and took my case. He then shouted to one of his colleagues " Can you believe this guy" before continuing mini tirade of abuse. Having spent time in the Army and the Police I let it slide but we watched as the very same man literally accosted his next victim and the man looked so shocked that he went to his wallet visibly distressed. I did email the hotel and sent the above stated message just wanting some form of apology but have had no response so decided that this may grab their attention.

I have to give it to them, the location is excellent. Next to Grand Central, 1 block from 5th, good rooms, vintage but renewed hotel brings the charm of old NY. On the other side, no coffee in room, small bathroom. The restaurants are another story, the service is very poor. I asked for a glass of water never came; asked for more milk for coffee in breakfast, had to walk and look for it myself, all to the tune of near $30 for eggs and waffles. In the lobby bar/rest I sat waiting for service and was never accounted for. Had to leave. Then at checkout thye billed me for a meal I didn't had. Lucky the lady in counter did write it off. Its not that difficult to improve. You guys have a great Hotel that can be fabulous with only a tweak.

The hotel is in a fantastic location and you can literally walk around New York. It's also very close to Grand Central station so you get get the subway to the Statue of Liberty in 15 minutes. Two bad points: 1. You get an hour of free Wi-Fi per day and if you want more it's $20 per day. 2. No tea or coffee facilities provided in the room.