ROW NYC in New York
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We arrived late at night after a long journey from the UK to be met by Junior at reception. He was wonderfully kind, made us feel welcome, and put us in the most fantastic room, my daughter was utterly thrilled. We loved having the room as a hub to escape after a long day, and enjoyed evenings lounging on the beds under the air con (it was a hot trip) and looking at the amazing view. As a woman and child travelling alone, we felt so safe here and would definitely recommend a stay at The Row.We are checking out today, and I’ll look back on my stay fondly!
I was a little apprehensive booking here after reading some reviews, but I’m certainly glad I did! The location was absolutely perfect! Close to Port Authority (we took a bus into the city), restaurants, theaters, Central Park, Times Square… The room was tiny (we had the standard double bed room) and there was no city view, but we didn’t care as we just wanted a clean room in a great location. The bed was quite comfy, the bathroom was very clean, and the building was quiet. This was definitely a great choice!
Hotel itself wasn’t terrible, how ever there is a hidden amenity fee that they do not tell you about until you get to the front desk. Room was tiny, did not have a microwave or fridge.If you don’t want to use the stupid gym you still have to pay for it. No continental breakfast, just a bar with overpriced drinks. Good for sleeping and that’s about it. Can’t recommend.
Location was absolutely perfect. Right in the middle of all the action. Was given a free upgrade and our room was pretty big. No fridge or microwave but there are ice machines. Furniture and bed were low to the ground. And the shower never really got hot but was tolerable.Check in took a while and the elevators smell like urine which is why I gave 4/5Overall would stay again totally recommend
For being a four star hotel, my experience was pretty terrible. The room had dingy curtains and a stained tub. The room was tiny and you could hear everything happening in the adjacent rooms.The cleaning staff was great considering that everything was old and Im not sure there was anything they could have done better to brighten up the dingy materials. I didnt really interact with other staff, but one of the front desk receptionists was super super rude.The elevator situation is also terrible. They need more than one elevator bank instead of a single bank with multiple elevators.They also dont let food delivery come up and there is no in room service from the hotel.If this had been a two star hotel it would have been fine. Considering the price, location, and stars, I just expected a lot more .
I’ll be honest, I was HORRIFIED when I first read the reviews. They were all so poor that I almost cancelled right before check in. However, I decided to see it through and I’m glad I did. This place is entirely serviceable and I haven’t encountered an issue so far. The bed was comfortable enough, the bathroom - while small - is completely fine with ample towels. There’s even a proper bathtub! The location is also perfect. Overall, I’m fairly pleased, despite my initial worries.
I truly enjoyed my stay. I loved the view, the bed is comfy. Good location. Cleaning Lady’s on point. However, I would have loved to see at least a microwave or a small freezer in our room.They should also have a bathroom odor filter. If there was one, it wasn’t working.
I’ve stayed at the Row a few times. My first time was for my birthday in 2018. I rented a room to be able to enjoy going out for the festivities and come back knowing I’m going to have a comfortable night. I also had the pleasure being here recently two more times. My partner and I have rented a room here to have some time together and we enjoyed the relaxing atmosphere it provides. We don’t need a lot to be comfortable. But our last stay recently, we did have quite a warm night. If we turned the AC on it was too cold. 65-70 is the setting. We even had it on fan. But when we turned it off it was too hot. And the pillow for me the last time was a bit uncomfortable for me. I thought it was more pillows the last two times, but the third we only had 2. Made it difficult to be comfortable because it kept sneaking into the crevice of the bed and backboard.
Fantastic location with everything on our doorstep. Very comfortable but compact room although simply used as a base - bed and pillows were lovely and the air conditioning made for a really lovely nights sleep. Great shower and all very clean, lovely coffee available within the hotel too. I would certainly recommend this hotel.
For a 4 star Hotel i expected so much more. My stay was monday- Friday, the room i was given was apparently an upgrade and was suppose to have a queen size bed but it was more of a double. The room was small and dusty and I did not see a cleaner at all until the Friday when there was loads of people checking out!! Not once was my room given a quick clean or clean towels given throughout my stay. Staff at reception very rude and no information was given about where to go etc, however the staff on the door were very polite and welcoming. The bed was comfy and where the room located I heard very little noise. The hotel is in a great location as times square is literally around the corner.
Lots of false advertisement with the rooms. Super unkept, lots of things are damaged. Water pressure in the shower isnt good and the they put in the head at a bad angle so its pointed towards the wall and not in the middle (hard to shower if youre shorter). There is little to no hot water as well, I turned it all the way to see how hot it would even get and it was room temperature warm max. The washroom we had was the smallest washroom Ive ever seen a hotel have, there is basically one spot to step aka there is no taking any steps in the washroom unless youre going into the shower. The toilet itself is also pretty low to the ground. No mini fridge, had only two outlets in and one of them were very loose so it did not work easily. We got a Deluxe City View room, there was really no city view, we had rooms close enough to the next building we can see the inside. We have a stool instead of a Ergonomic chair they say they provide. Super expensive for the terrible rooms. Check in time took 40 minutes, never had a hotel take that long. Elevators are super tiny as well. The lobby is the only nice thing about this place really. Towels had stains in them as well. It would be one star if it werent for the friendly staff however.
This place was everything I could of hoped for and more. Extremely clean rooms cleaned daily by a very friendly staff, absolutely perfect location and overall a great vibe. Considering the location, the noise level from the street was not a bother. A real shout-out to Junior who went above and beyond during check in, was incredibly helpful in telling me where good places to eat were and upgraded my room at no extra charge (due to my size, Im very tall). The rooms are small and he made sure my stay was as comfortable as possible.The security was always on point at the elevators, checking room keys. Check in time was not an hour like most people are reporting (and I was in a long line). Thank you for helping make my stay in the city so memorable, Ill definitely be back before the end of the year!
My visit to ROW NYC lasted a week and during this week I found some very good things but also some rather inconvenient aspects about the hotel also.PROS:• Very good location situated a block away from Times Square• Great value, you wont find this value anywhere else in NYC with this location.• The beds are comfortable and although I could smell the chlorine on my duvet when I was in bed, it at least tells me they are definitely cleaning them well.• Despite being a massive hotel with about 1300 rooms we didnt hear any sound leak from other rooms or floors, and heard no traffic from where we were (7th floor).• Ive seen a lot of reviews complaining about the size of the rooms and lack of items such as a mini-fridge or cooler or other amenities. However I found the rooms to be spacious enough, and exactly what is in the room is listed on the website so shouldnt be a shocker you dont have an entire kitchen in there.• The cleaning staff were very kind and friendly, and twice coming back to service my room after me and my dad left late (after room service period, we left them a nice tip for this as they went above and beyond.)Great aspects about this place however it doesnt come without some negatives.CONS:• In my twin double room we had 2 electrical sockets, one of which was completely non-functional no matter what angle or plug I tried. The other had a very flimsy hold however we did get it to charge but would fall out with the slightest movement.• Shower curtain had some strange black/brown stains on them which looks embedded in the fabric and wouldnt wash off, not a massive thing but quite off-putting when trying to enjoy a nice shower to clean off in the morning.• Hotel elevator system was pretty shambolic and we could be waiting upwards of a minute or two for our car to arrive.•Our hallway almost always reeked of cannabis, may not be a problem for some people but when its all you can smell it can get irritating.OVERALL:My stay at ROW NYC was pleasant, sleeping was fine which is the main part about a hotel in Manhattan, all you need is a room and a bed and you go out for the rest of the day and evening. If I was to come back to Manhattan I would stay at ROW NYC again primarily due to its amazing value point.-Chris
Hotel located very close to touristy areas and very convenient for the port authority and subway stations. The hotel is a bit dated and dirty in areas but the room was cleaned daily and fairly modern. Would recommend if you were there for a short stay and wanted to be close to theatres/Times Square area. The price for our 5 night stay was very reasonable all considered.
Row NYC is in a great location in Times Square. My friend and I has a room with two double beds and it was a decent size by NY standards. We had housekeeping service daily without having to request it. The staff at the front desk was very accommodating and happy to assist us. If you are looking for a place in Times Square that is walkable to many attractions, this is a great place to stay. If a quiet location is important, this is not the place for you. We had a room facing 8th Ave which provided a nice view, but it is loud at night. You can hear cars, horns honking, loud motorcycles, and people. We knew this going in so it wasnt a huge issue. If you have a fan or something running, it blocks out a lot of the noise. If you are planning to be out partying all night, then the noise wont be an issue for you. There is no refrigerator or microwave. There is a small bar at the hotel but it wasnt open when we wanted to go.
Overall, I’d say it was a 3-star experience at a 4-star price.Pros - Location. it’s located close to a lot of great tourist spots, and close to a big subway hub. It’s definitely a good area if you plan on staying in NYC for a few days.Cons - It’s just not well maintained. Two of the elevators were not working, and the elevators are already super small. No AC in the elevators or hallways (at least that’s how it felt). A couple outlets in our room didn’t work.It just didn’t feel like a 4-star experience, but if you’re not looking for that and are willing to pay for the location, then it might be better for you than it was for me.
Checked in this evening. We arrived at 21:45 to the back of a long queue. One person on reception. We queued for over 90 minutes.During the wait the manager on duty passed the line and went into the office behind reception. The receptionist went into the office a number of times to inquire about peoples payments. The queue got longer and longer as many guests had key card issues and were instructed to join the enormous queue. After 15 minutes the manager on duty came out to try to fix the key card issues.We finally got checked in and received our key card. We arrived at an expectedly small room but we werent expecting it to be dirty. Stains on carpets and walls. The bathroom has mould stains and hairs.Cant deny the location is very good, 3 minutes from Times Square.Will update as our 3 night stay progresses.
I have no idea how this hotel got a 4 star rating; it’s a 3 at best. Once arriving, you’d think you were staying at some cool boutique hotel because the lobby is pretty nice and they have apple computers for guest to use, but once you’re on the creepy elevators it all goes down hill. When I arrived to my room, there were no towels (not sure why and check in is 4 pm), the furniture was in terrible condition, none of the outlets worked for some reason AND the outlets are only on one side of the bed (I wasn’t in my room alone). I don’t think I’ll stay here again. The ONLY saving grace is it’s sooo convenient to the trains but other than that, spend your money somewhere else.
It is a decent hotel to choose if you want basic in room amenities but value the convenience of location and quick access to public transportation more. The base room price is probably one of the cheapest in the area, however the costs do rack up when you add up all the taxes (So be mindful and dont be deceived)Having said this, it still is cheaper than most hotels nearby. If you still want something cheaper, then look into staying at a Hostel. Sometimes hostels are priced similar to The Row, so then it comes down to your preference and whether you need a private room or not.They seem to be short staffed at check-in, so check-in could take an hour or so depending on when you arrive and the restrooms in the lobby are only accessible with a room card (Factor that in as well).
Id give it a 3.5. It was about 177/night after all the fees and everything were added in, which is expensive for the size of the room, but its New York and has a great location, so I get it. The elevators are obnoxious. You will sometimes wait 15 minutes or more for the elevator to go to your floor, and it will keep assigning people to the same elevator so there is no room to even get on it once it arrives. Also the smell of weed was overwhelming every night. Kept floating in from other rooms. That is a guest issue, not the hotels, but it was obnoxious and I was worried that the smell may be so great in my room that they would assume I was smoking and try to charge extra so I went ahead and reported it to cover my butt. I would stay again if it was cheap again relative to the other hotels. I wasnt planning on spending time in my room anyway so the size of the room wasnt an issue for one person for a few nights. It felt safe and again you cant beat the location.
Read loads of bad reviews for this hotel so was expecting the worst but I’m 2 nights through a 4 day stay and I’ve really got nothing to complain about apart from the amenities tax which I was aware about before we arrived. Everyone has moaned about the elevators but other than waiting for 2 minutes then I’ve got no complaints. Corridors are a bit dark but Rooms are fine, AC works and bathroom clean. If you want somewhere close to Times Square then this is perfect. 4stars instead of 5 purely for the amenities tax which was actually cheaper than what was stated on the website🤓
Love the spot, its perfectly in between all the theatres, walking distance from Times Square and the subway! Just upgrade for the rooms, so u have a bigger bathroom, I actually loved my room but if I was heavier set (and Im a big girl anyways) but if I was bigger, that bathroom space was a bit tiny. Also Id appreciate at least a 3pm check in, 4pm feels so late!
This is without a doubt the worst hotel option for a stay in NYC at this price range. The rooms are smaller than portrayed in the pictures (there is probably only a couple of feet between beds and walls). The bed sizes are also confusingly displayed among the reservation options. The closet size is good only if you bring ONE carry-on suitcase (total!). The AC must have needed some cleaning, because the air in the room smelled horribly, and I actually got sick for keeping it on one night. The windows are dirty. The noise between rooms is unbearable, you can hear people coughing and watching TV like theyre in a different room of the same house. Literally, as the walls between rooms have locked doors that must connect adjacent rooms. (And obviously you can hear when someone tries to turn the knob on the other side of the door.) You can even hear when someone uses the bathroom in the room next door. The list goes on and on. The elevators are smelly. The hallways are smelly. You get the idea.Overall, bring an air filter, earplugs, and your own towels. Or better: stay elsewhere.
The location was great but that was really the only thing good about this hotel. Customer Service was atrocious -- took us over 30 min to check in (I was 4th in line). The front desk staff was incredibly slow and by the time i checked in there was a line of over 50 people in the lobby. When we got to our room - the room was not clean. I wiped down the all surfaces with a sanitizing wipe and definitely wipes stains, prints, and dirt off surfaces (should not be a thing) -- and there was hair in the bathroom. The day I checked out, I never received an itemized invoice of my stay (slipped under the door or in my email) and I have a few mysterious charges on my credit card (attempting to contact the billing department which is impossible as their phone recording asks to email instead). I stayed at this hotel because wanted a local hotel chain but next time, going with a known national chain as the service would have been better.
Positive: Front desk gal was awesome. The housekeeping lady (I did not catch her name, but gave her a large tip before I left -- I was that impressed). She always made sure my room was in perfect shape with bed made and lots of towels and essentials. Negative: I cannot think of a thing that I did not like. I travel to NYC frequently and I usually stay in a different hotel every trip, but may have to change that based on this last trip....lovely.
Really not a four star hotel. Outdated and not maintained. Maybe 2.5. Elevators were terribly slow - even though there were eight only E served my floor (7) and it was always so full after waiting forever I’d have to wait for it to empty and return to get upstairs. . Just awful. Room was ok, but hotel was dark and outdated. Ice machines are supposed to be on every floor. They’re not. They’re only on 10, 11, and 12, so prepare to suffer the elevators just to get ice. No iron in my roof - called to order one and it never showed up. Location is good but honestly I’d pay more and walk further than stay here. I’ve certainly paid less for better in NYC.
The good— It’s in a prime location and you can walk everywhere. Also the hallways are kind of stylish. Now for the bad.. The rooms are incredibly small with no microwave or refrigerator. First I was charged $50 for an upgrade I didn’t sign up for So they had to be adjusted at check in. The elevators were on the fritz so we had to use the employee elevators most of the time. And I can hear everything from the person staying next-door. And they were extremely loud.
This hotel does not have complimentary parking. Its $50 a night for parking. The room is tiny and smelled like mildew. There were a few black marks on the wall as well. The city view I was promised is tiny. The bottom of the bath tub has brown markings. The rooms look like they havent been renovated for decades. For a four star hotel, I feel like Im sleeping in a motel. This is by far, the worst hotel Ive ever stayed at in my life, and I travel for work. I literally live out of hotels. I do not understand how this is a four star hotel. I am deeply disappointed. I would not recommend this hotel to friends, family, or even my enemies.
3 star hotel at best. The first room we got had several issues. The room smelled like someone had smoked weed (keep in mind they have a $500 smoking penalty), the bathroom door didn’t close, and the view was terrible (we had opted for city view deluxe). The hotel was receptive and gave us a better room however first impressions were made.The other significant issue was the elevator system. It has to be the worst system I have seen in all of America. You input the floor you want on a keypad and it points you to an elevator to take which takes you to that floor. There are no buttons in the elevator to select a floor. This means you have to wait a very long time to go up to your room or leave. Very very frustrating.In regards to amenities, there are very little. The gym is small, no swimming pool, no freezer in the room, and no microwave. Unfortunately this leads to a lot of wasted food. Their “ice/water machine” is also very outdated.Overall, seems like an okay hotel that I probably will not stay at again.
Booked my stay on Airbnb and thought it was a good price and good location. However upon arrival I was told I would have to pay an additional $40 a night, so $80 for my two night stay. I was not made aware beforehand about the additional fee otherwise I would have cancelled my reservation and gone to a more appropriately priced hotel. Very disappointed in my stay at Row NYC. The view was also very poor-facing a brick wall and other rooms. The room itself was small and not cleaned properly. Please book your stay at a different hotel and save yourself the hassle and money.
I was excited for my first visit to New York. This property was definitely a NO! For me. For starters the hotel manager was not friendly but actually rude in a sense. Secondly, I paid $325 for 2 days. I didn’t care about the price until I seen the quality of the hotel. The room was not properly and thoroughly cleaned. It is not up to date. Only in the lobby. There was no microwave which was needed since I traveled with a child under 5yrs old. This hotel has potential but needs to do better.
Stayed at this location for 4days, 3 nights. Staff were all very nice. Great location as my goal was to be close times square and to the Al Hirsch field theatre, Row NYC is right around the corner (literally) from them!Cons: for the nightly rate, youd think there would be a refrigerator in the room. My TV didnt work, it turned on but no signal just bounced around on the screen, and my shower made a high pitched noise every time I showered. They also never gave me wash clothes which I ought was a little odd.Part of the reason for my 3 stars is also with the online booking experience vs check-in . My original stay was for a queen room with a view, about $500 total. Row NYC emails you, constantly, about upgrades available for your room. I decided to upgrade to a King room and did not know, until check-in, that the upgrade cancelled out my room with a view request. When I asked about a view, the concierge said they would be able to fix it but I ended up being charged $100 more for the same room type I original booked at $500, kind of lame.
While it is very convenient to the theatre district that is it’s only plus. I was given a key but not the room number. You cannot call the front desk from your cell because there is no direct number to the front desk and they cannot transfer you. I had to go back down to the front desk which wasn’t easy as I am handicapped. Got the room number but then the key didn’t work! Back down again! Ugh! No one told me there were telephones in the hallway to the front desk. An employee came back up and got me in the room.Most uncomfortable room ever. One hard chair, futon mattresses that were hard as rocks and woke up sore. Window didn’t close properly so there was a cold breeze. Choice of to much heat or to cold. No washcloths in shower, toilet so low had to fall onto it and needed counter to pull up with. All in all uncomfortable and miserable night. The lobby was freezing and I might as well have waited for my husband outside! The front desk staff is snarky and impatient. The worst hotel I have ever stayed in except for the one that usually rented by the hour!
It is located perfectly 5 min away from Times Square, definitely perfect spot. The Service personnel were kind, room needs improvement specially bathrooms, rooms are small but moderate space, enough to sleep and get out. You can hear everything even neighbors next rooms, you can hear them talking even the TV. Not enough plugs to connect devices, only the ones on the nightstand and in the bathroom. The 2 plugs on the desk didnt work neither did the desk light.
My husband and I wasn’t too pleased with the service here. Receptionist were rude and not helpful when we first checked in. The cleanliness was very disappointing. Dust everywhere and was dirty.The walls are very thin that you are able to hear people from the next rooms.The only positive thing about this hotel that it is great location. You’re very close to Time square, restaurants etc. it’s helpful for people who haven’t been to New York and want to walk to places that are very close.Now that my husband and I have seen and know New York, we wouldn’t want to stay at the hotel again which is sad to say.
Staff were lovely. But no tea making facilities in the room, no lock on the bathroom door and no bath, only a shower. The plug sockets didnt work, except for 1. Theres a little shop inside and the guy who works there was lovely. I had a nice chat with him. Id accidentally given him $5 too much because the notes were stuck together (they were new notes and he explained that that can happen sometimes), and he was honest and returned it. I cant fault him.
So this is an interesting place. The lobby and website photos are misleading. It is definitely not in the 4 star category of hotels. Although, it is priced that way. The lobby looks nice but once you enter the elevator it is like you enter an entirely different hotel. The elevators and hallways are strangely/hauntingly dark. In June, the area is overly warm and doesn’t smell great. It makes the entire place feel either unsafe or dirty. Once in room. It is an ok basic motel room - 2 star at best. Serves your basic needs. Another thing that disturbs me as a Risk Manager is that the windows open. We were on the 26th floor. So please keep close watch on teens and kids. Those large windows do open. It never even crossed my mind that it was a possibility until my 18 year old cracked it and scared me to death. I still don’t know how they manage that liability. With that said, the only thing this hotel has going for it at its current price is it’s location. But there are many hotels in the area. If I was booking again. I would do more homework. Something that came with a refrigerator without an extra fee and hallways with lighting.
Overall our stay was comfortable and greatly appreciated the location, it was a block away from Timesquare and conveniently close to a lot of public transportation and food options.A couple of things to note:- We took a red eye and arrived to the hotel at 8am and were told that we would be charged $40 because we were too early, wasnt aware of this but I did get it waived because of the room upgrade.- I wouldnt peg this as a 4 star hotel. Our room was wedged in a weird corner and even though I paid extra to upgrade our bed to a King, it was definitely a queen bed with a king headboard.- There is no mini fridge or microwave in the room so beware if youre trying to bring home any leftovers or store cold drinks
This is the first time in New York and my experience is bad because the this hotel. The room very small. Window isnt clean and dirty.They said the storage is free, but storage people asked me tip for storage I gave them then when I came back to take my bags which 7 bags they said you cant take the cart by yourself because this how we make our money.Not my business to gave you 3 times، to storage until the room ready, to transfer to my room and then when I left.Elevator E for all passengers and bags. They have many elevators no body use them, just for decoration!!!This isnt acceptable.The perfect thing is their location because their location close to time square just 3 minutes walking.
The location is PRIME! (Hells Kitchen), but that all I can say. The rooms are very small and the bathroom totally freaked me out. The bathroom was cramped and the shower was questionable. The room was clean, but the building is old and a lot of the outlets did not work properly. The staff was nice. I enjoyed the live music as well.
Positive: Location was convenient Negative: The line to check in took more than 40 minutes. The room was not quiet (could easily hear the ice machine and people nearby), and was not clean when we arrived. Guest services did not answer calls from my room so I had to use my cell and transfer to them.
Positive: Hotel was clean and in a great area, the room is somewhat small but very cute! Negative: It was FREEZING. Also, We put the do not disturb sign on our door and every time we came back to the hotel room someone had been in our room, and gone through our stuff. Desk lady was very nice, but VERY rude guys by the elevators.
Positive: Looked very high class on the outside. The location was excellent Negative: Yes. The parking situation was not explained properly to me. I taught was free parking when I went to pick up the car had to pay $50. The bed was too small. And low. The rooms are way too small
Awful experience! Lets start with the inefficient check in process. There was only one Guest Services Representative at the desk and 6 employees standing on the sidelines. It took 45 minutes to get our room keys. We arrived to our room only to find it was NOT the EXECUTIVE SUITE we booked and paid for. Instead it was a tiny room with a full size bed.We spoke with the night manager who informed us that there was nothing he could do because the hotel was full!! The resolution.....the very sweet housekeeping team member brought extra comforters and pillows so that we could make a pallet on the FLOOR!! FIND another hotel. This one lacks the service!
At first, we thought it was going to be a good stay. The rooms looked clean and clean basic. However, the bed sheets had stains from previous guests, pillows were yellow, and AC unit made the worst and loudest noise which made it difficult to sleep. Not only that but then some buzzing noise coming from a set of wires began to bother us as well! When we tried to complain, there was never anyone around at the front desk. Upon check out we tried to communicate and was told by security to just drop the room key off. Won’t be returning again!
We were happy to stay at this place with its great location near the theater district & Times Square and decent room price. But I was not impressed with any of the staff during our stay. No one smiled or gave friendly greetings as we came and went each day. I felt like intruder/criminal going to the elevators if I didnt have out my room key each time. At check-in, I had to wait at least 30 minutes while workers were just standing around. When I went up to ask a question, I was told to get back in line until I was called. I had a sick daughter that needed to get to our room to lay down so a very frustrating experience. Idk if Id stay here again. Id pay more for some place with better service.
Heard good reviews about this place so we tried it out for a weekend getaway. Booked a Queen for our stay. When we got our room we were given a double instead of our initial queen so we went down to the front desk to adjust the misunderstanding. Never in my life was I treated with such disrespect by an employee. He rudely replied by raising his voice at us and gave such attitude for no reason. In no business setting should an employee talk to their customer the way this man did. It was truly rude and disrespectful. Aside from that he did not change our room and gave us the regular excuse “other rooms are full” nor did he offer us a compensation for the error. Current room is too small than what I paid for and I did not enjoy my stay.
I did not have a good experience at ROW. It started with a bad billing incident. I made a reservation for 4 nights. I called a couple weeks later to add one more night. In so doing, the hotel increased my rate for the original 4 nights and then added the 5th night. They essentially punish their customer for wanting to stay longer with them. Doesnt make sense. I called them twice to try and clear it up and both tines was told that they took my information and someone would call me. Nobody ever did.The rooms are small, but that is NYC. The halls are way too dark... Turn in some lights! The bathroom was rough. Tiles in the floor are coming up, the shower curtain hardly kept any water in the shower.There were several stains in carpet in room and in the hall. I called down and asked for a couple more hangers and was told they would send them right up, but that never happened.The location is good, but I dont think our business group will be back next year.
The hotel had a nasty urine smell on the floor we were staying on. Also, this hotel was advertised as smoke free yet the smell of marijuana lingered in the halls from people smoking. The room definitely was not as clean as it should have been. The wallpaper was peeling in the hallways. I was charged an additional 140 upon arrival after already paying almost a 1000 for 3 nights. I was not told about this additional fee up. I guess it was for extras which this motel doesn’t offer anything extra. There’s no coffee maker, or any other amenities that hotels usually provide. I personally feel this was a horrible place to stay at for our vacation.
Upon arrival, you’ll be taken aback by the modern, yet grand, lobby. It’s stunning with its floor to ceiling windows and lace curtains. However, these impressions go nowhere but down thereafter. There’s an inexplicable queue to get checked in; mine lasted close to 20 minutes. I was the “upgraded” to a double bed x2 room upon arrival, which made no sense to me as a solo traveler. The rooms were less than desirable; more hostel than luxe for the price they cost. The bathrooms were even more shabby & I found a stray hair and peach fuzz on the towel rails and condensation in the bathroom, that remained for the entirety of my stay. Meaning that the cleaning team weren’t observant, talk less of rigorous.The only upside of this hotel is the proximity to the action on Times Sq.
Location of the hotel is perfect if you want to stay close to most of the tourist attraction places.Lot of noise from hallway.Problem with the temperature in room.No microwave , electric kettle ,etc.Check-in took more than 2 hours.Room cleaning staff does not bang the door or listen and enter the room anytime.
** UPDATE Aircon broke half way through trip and was blowing warm air. Got moved to a new room which the air con was broken also. Youd think theyd check! Third room lucky and finally a room with air con. Not ideal considering this was at approx 2am after an extremely long day. **Positives - Prime location. Walking distance to Times Square, Broadway, Macys, retail, next door to a grocery shop. Not awful price considering the location.Negatives - The lifts were constantly broken during our visit meaning you could be waiting up to 20 minutes to go up and 20 minutes to go down. This became particularly frustrating when I left my phone in the room after we got into the street... 40 minutes gone.The bar is never open. Been here a week and Ive seen it open on two occasions.No room service, no pool. Gym is very basic and a lot of machines are broken.The check in line when we arrived took well over an hour to get to the front to then be told no rooms were available so we would have to leave our luggage and go out and return in a couple of hours. This was on top of a 13+ hour travel day. We were given two complimentary drinks vouchers but havent been able to use them as the bar is closed.When we finally got to the room, it hadnt been cleaned. The bed was made and there was fresh toiletries, that was it. There was rubbish from the previous (or earlier) occupants, the room was covered in dust.The air conditioning does not work. The lowest temperature blows 18.5 degrees but this wasnt the case it was warm and given the 30 degree heat was unbearable to sleep in.It wasnt an awful hotel but with all these small issues combined it made for a frustrating vacation.
Positive: the location was near where i had to be for work otherwise i wouldnt have selected this area. Negative: i paid for a queen deluxe and got a room with 2 double beds. the room was VERY tiny and a little run down inside. Bathroom was also extremely small. There was no restaurant in hot or room service and the bar closes at 10pm so you couldnt get a drink.
Not sure what the hotel can do about this but there is a noisy hum all night from I dont know what related to the building next door, and late loud laughter from a roof or top-floor party. Plus points are clean rooms, invigorating shower, comfortable bed. Minus points are very limited breakfast options and an idiosynchratic and unreliable set of elevators.
Positive: The Hotel uses photoshopped pictures to advertise. It is old, run down, dimly lit to hide the dirt and grime, the bathroom was so small we were burning our knees on the old radiator vent that you could not turn off when you sat down. Negative: EVERYTHING. This hotel should not be charging high rates or advertizing with fake photos.
Overall I wasn’t upset with the hotel itself… especially its location as it was very easy to navigate around and very close to Times Square. But - they were quick to take deposit payments and I was told it would be returned back into my account on 3-5 days after check out.Here I am 3 months down the line with no refund and absolutely no response from customer service. Absolutely pathetic service and honestly very disappointed. Wouldn’t even recommend anyone to stay here.
Just checked in and the room is pretty awful. Not only is there a funky smell but the furniture is badly worn and the mattress is in desperate need of replacement.It sinks substantially when any pressure is placed on it. As a veteran Ive stayed in some pretty tight spots but this place almost makes me homesick for the field. I called for an upgrade but Fernanda was not in any mood to be helpful.The room is not up to standard and the fact that there is zero comfort to be had is enough to make any respectable business provide an upgrade at a decent cost. This hotel is equal if not lesser quality than motel 6.Im here for a few days so if management cares theyll do something about it now. Theres also some weird groaning sound from the AC unit which sounds pretty ominousI explained this to Fernanda whos supposed to be in charge but she could care less. If you have ever been to Los Angeles CA and know of the Cecil Hotel ... this is literally its equal in New York.
My stay so far has been extremely poor, they promise you a “full/queen” bed only to be told at check-in that it is always a full bed. There is no A/C, no cold water, water pressure is terrible. The pillows and blankets feel more like a 1 star hotel than a supposed 4 star. They provide you fake rewards that don’t work, a Starbucks gift card that takes you to a dead link, and comedy tickets to a place that looks like it’s been closed for months if not years.To top it all off they say to email the GM if any issues and the email isn’t supported. Stay somewhere else
We were excited to be close to time square and enjoy a weekend in NYC.However, we stopped by the hotel to drop our things off and when we came back, our door was opened and my belongings were gone. The staff was very kind in trying to help us.We had to stay one night is the room that got broken into and did not get switched until the manager came in. I was with my younger sister and it was not a night well rested, we should not have had to stay in that room. We should have been switched immediately.But no one should have been able to open our door. I have been emailing and awaiting a response from the director of security and have not had a reply. I was told I could be called for a follow up and have not received a call either.The lack of response and responsibility management and security have shown really is upsetting.We were excited and ended up losing a lot of money, returning with a lot of stress.
A convenient inconvenience. The only good thing about this hotel is its location. It is in the middle of everything. Its lobby is deceiving. It gives you the impression of a chic hotel. It is not.Room: The rooms are small. Like the size of a bedroom. There is no microwave or fridge and the closet is about 1 1/2 foot long, 1 foot deep.Bathroom: the toilet resembles a public bathroom with a long handle. The shower was unappealing with a rotted rusty shower head. Tissue was thin.The worst part! The elevator system!! It can easily take 15-20min to get on the elevator to get to your floor. Coming DOWN...forget it. By the time the elevator comes its full (we were on the 7th floor). We opted for the stairs many times, however, stairs took us to the 3rd floor. We had to find another set of stairs to get to the lobby. There were half dozen who opted for the stairs each time.Staff: the one African American front desk lady was nice. Others were inattentive, rude and unprofessional.Try the Westin around the corner
Was a nice hotel, size was fine with just 1 queen. Was extremely hot when we visited in the middle of December, had to open windows to let cool air in. We stayed 2 days and there was no hot water on 2nd morning to take shower. Lukewarm at best. Good views. Even with some minor negatives, Id stay were again.
Really bad customer service. They charge extra service charge for amenities that are crapy. Manager not very good at running a business. Checkout is at 12 and at 10:30 they were already knocking at my door. House keeping keep chatting with co-workers really loud since 7am and couldnt sleep late after a full week of business I was very tired every night and couldn’t sleep because of the internal noise. I am being nice to give them 2 starts. On the other hand the location is good but not worth yo give up being able to rest without loud noises and interruptions before checkout. One more thing, they don’t even have a coffee machine so I dont understand the mandatory charge.
This hotel has a phenomenal location. Very close to Time Square, shops, theater. Rooms are small but cozy. My room was clean. Staff was friendly and professional. However, elevators are horrible. We were on the 17th floor and trying to get down in the morning was a nightmare. We waited over 20 mins trying to get an elevator that wasnt full. Finally a member of housekeeping saw us waiting and let us on the service elevator to get down. This was the same thing the night before trying to get to room. To many people in the hotel for the amount of elevators they have.
Positive: The location of this hotel was great. Accessible to Broadway shows. Walkable location to Grand Central Station, Rockefeller Center, St. Patricks, and shopping. Negative: Hotel needs a refresh. It felt run down. Could have been much cleaner. Our 1st room was dirty. We requested a change (dirty walls, badly chipped furniture, hairs in bed) and got it. Often had long wait for elevators. Not 4 star quality. Disappointed.
Really declined. Have stayed here for 10 years and loved the location. Will not comeBack. Elevators were out of service multipletimes. Challenging to walk 9 flights of stairs over and over again. Security was absent. Tried to extend stay but desk wouldn’t assist. Needs major improvement. I don’t recommend
I guess for the price I was expecting a little bit more, but I might be wrong and it his is much as you can have for what I payed. You can tell this was a good place to stay some years earlier, the facilities look good but outdated, theres some maintenance and updating missing. One example are the carpets are dirty, some walls need some painting or have some peelings coming off. The datail I disliked the mos was a strong smell of cigarettes. As I said it looks clean but theres something not connecting with the cleaning because some things are felling off or need some maintenance. Like the bathroom looked clean but the shower has permanent stains that you can tell they need to be replace them. They had super long lines to check-in and checkout. Service is good and the room is clean with good space for what you usually get in New York for not so expensive or high fares. The night cost $205.00 Not sure if Id booked again here but its not a bad option if you dont care much about having an updated nice place to stay.
Had a horrible experience dealing with the front desk (especially manager Benny and a guy who told us his name was “Junior”). I prepaid in full via a third-party travel site and my receipt clearly stated, “there will be NO additional fees or charges collected at the hotel.” But upon check-in, the staff said we had to pay an extra $40 facility charge. When I showed them the receipt, they simply said it wasn’t their problem. They even made us sign a form so that we wouldn’t be able to dispute this charge afterwards. If we didn’t sign the form, they threatened not to give us our room key (when we already prepaid and it was non-refundable). This is not even about the money. It’s just the way the staff handle this issue was incredibly rude and disrespectful. I would tell all my friends and family never to stay here again.
Perfect location for tourists. Super close to Times Square and walkable to Central Park, Rockefeller Center and many other attractions. And Broadway right at the doorstep! The rooms were clean and the housekeeping staff was really good. The only downside was the terribly frightening elevators. The doors would stick opening and closing and they made horrendous noises when moving.
Positive: The lobby was really nice and a couple blocks from Broadway and time Square lots of restaurants and shops nearby. It was also close to a subway station. Staff was friendly and helpful Negative: I was upgraded from a queen room to a double but that room was missing towels and bathmat when I first arrived. Beds were also missing top sheets. And the dining options were closed which wasnt listed online, which was one of the main reasons I picked it
The location is great, situated only 1 block away from Times Square. The entrance is modern, trendy and the staff are friendly. But the moment I stepped into my room, the illusion is gone.Upon opening the door, a faint stench welcomed me. Shower is not hot, sometimes I find myself forced to shower in cold water. Air conditoning is loud, when it suddenly decides to regulate the temperature, it always almost gives me a heart attack.
Location is good and that is about it. You need to wait 10-15 to get an elevator. Not to mention the hotel was dirty and falling apart. Staff was alright. Im not the type to write a bad review but there was literally a HUGE cockroach walking in the lobby. Unbelievable.
Hi,I was very surprised and Its the first time that the hotel adapted policy of charging on receiving packages for guest customers.As I didnt know about this charge and I sent a few small packages to the hotel while I stay there. However I had to pay for each package additional *** 11$ ***Its impudence and exaggeration !I wont recommend anyone to stay at this hotel .[UPDATE]I got very quick polite response from the hotel, however the respond doesnt address the above ridiculous charge I had to pay in the hotel.
Not the best of starts to my stay. Firstly, theyd double booked the room, then, when we got to our new room we found there was no duvet on the bed. Didnt bother complaining again as after wed been travelling all day, we just wanted to sleep. Check-In took forever aswell as there were only 2 members of staff on reception. Also, if paying the tourism tax by cash, you need to leave a $100 deposit. New York was still amazing regardless of this little setback tho.
Its me. This hotel just wasnt what I expected. Theres no room service and there was no coffee maker in the room. Now I know its a fancy nyc hotel and I prob sound like some local yokel wanting a coffee machine but come on, for the money we pay.The elevators are really small and the corridors were dark. It was designed that way so it just wasnt my thing. The room was very bright however.Also you walk in and you have to go up a flight if stairs (there is an elevator for that one flight if you want) why? Why have a hotel where you come in with your bags and have to go up a flight of stairs.The saddest part? This used to be the Milford Plaza which was an old uncool place to stay in times Square but they would fall over you to help you and super friendly. Maybe friendly is uncool but I like friendly and nobody there was overtly friendly.Oh and NO PHONE in my room so I guess I would use my cell phone to call down to the front desk but why would I call them? Theres no room service.In fact on my floor (25), the ice machine was removed and even the house phone by the elevators was removed.Just plain WEIRD. But that all said, it was busy with a lot of people so its like I said at the beginning. Its me, not RowNYC
Positive: Location was great! Everything was within walking distance to theaters and Times Square. Port Authority was only a couple blocks away. Subway was easily accessible. Negative: Deluxe room with a view was not very much a deluxe. Room was a box. Shower was so small too! No coffee maker in the room! Lock box was broken so I couldnÂ¿t keep personal belongings in them. Security at the door were rude when coming back into the hotel
“4 star hotel” is a lie. This is barely a 3 star hotel. Yes the lobby and entrance are pleasing but wow, the elevators are impossible to get. Front desk guy was so loud and sarcastic. The elevator itself is extremely small, dark, scary. And the hallways? I felt like I was in an abandoned building. If you’re staying alone, beware. It is so dark and creepy. The door’s extra lock/stopper was broken so no extra security was extremely disappointing. The room was SO TINY. Walls were dirty and so much paint missing. One of table trims was on the ground when I walked in. My window was wide open when I walked into my room which is horrifying because I wasn’t that high up. There are just too many flaws for the price. I wish the manager would contact me about issuing some sort of compensation for the poor value and service I received. Definitely stay elsewhere for a better experience.
I booked this last minute for a trip and initially gave the hotel 1 star for a few reasons.1. the pricing is misleading due to a hidden fee… at the actual price point ($40 over whatever you see advertised) you might as well opt for any number of nicer hotels in the area. I got the impression that most people are caught by this. Live and learn I guess. This mostly just annoyed me, and did portend things to come, but it’s worth knowing if you are considering the property.2. Checkin had a ENORMOUS line. I’ve never seen anything like it. I had dinner and worked for a while but still waited perhaps 20 minutes or so to checkin.3. There is no access to the stairwell for ingress. This is huge deal because the elevator bays are… less than robust. On more than one occasion I got a “???” or a “No Lift” message which caused some nontrivial issues when I left important stuff in my room and couldn’t easily and quickly get access. Not an issue I’ve ever had in a hotel before.The bathrooms are small and the showers are low quality. Bed and desk were fine.Ultimately the experience of staying here was bad enough that I booked a different hotel room for one night of my stay because I anticipated unanticipated issues and needed a quick and east night of sleep. Adding a star to an otherwise 1 star review because the staff were helpful and pleasant.
I stayed at the ROW on a Wednesday through Saturday, June of 2022. The check in process was by far the worst experience Ive ever been through. After getting to the hotel at 1pm, we were told our room was not ready. I was told check in was at 4pm, and I would get an email stating when my room was ready. My payment method was put on file, and I was given a confirmation card that I was supposed to then redeem at the counter after 4pm. We checked our luggage smoothly, and left the premise. At 415pm we arrived back at the lobby and found the line to receive our room keys. It took approximately 1.5 hours to go through the line to get our room key. There were only about 12 people in line in front of me. When myself and the people near me in line asked managers about what was taking so long, we were passed aside in a rude manner and said it was busy because it was check in time. There were only 3 employees checking in a lobby full of people, and even though we were in the faster check in line, the regular line was moving faster. There was very little seating in the main lobby, and the staff was quite pushy in getting other family members out of the way. We were able to get peaceful nights rest.We got to the room and found it exceeded our expectations. The room had a good view, the bed was comfortable, it was clean, had a safe, well lit, and the HVAC worked like a charm. The elevators ran smoothly, the stairs were easy to navigate. I lost hot water once during a shower, and one shower never had hot water. Housekeeping staff was friendly and responsive to our requests. We needed our sheets changed once, and additional linens, and our requests were met in a friendly and prompt manner.The location was perfect for our needs. It is very close to the 42nd Street port authority station, great spot to reach time square, and the theater district. Foot traffic was not overwhelming. Close to a Walgreens, liquor store, beer store, and a bank of America.
Positive: Location was convenient with many dining options around, Internet connection was stable and high speed. Negative: No coffee makers in the room, elevators are tiny and go only to specific floors, long lines to check in. I could not leave my bag to store at 4 am until noon because they do not store bags overnight.
I went to this place more than a month ago, me and my friend spent 3 days at that hotel, at the moment of doing check in they wanted a credit card in which we had to pay $170 so in that way we could stay in that hotel and that money was supposed to be refundable from 7-15 days available. So here we are still waiting for our money that they took from us. They never answer the phone and when someone does answer and I explain my situation they put me on hold and no-one but seriously NO ONE helps me. DO NOT STAY IN THAT PLACE EVER.
Hands down the worst hotel experience ever. If you want to ruin your stay at nyc book with them. I had to cancel the rest of my stay and book at another hotel. Why!? Well, you wouldnt sleep due to noise from the street or as the receptionist called it the view, noise from the two rooms connected to the room, noise from the aisles, and of course lets not forget the air conditioner which was the loudest.A very small room and a tiny bathroom, bed sheets werent that clean. The whole room ambience was depressing.I have no clue how this hotel is considered as a 4 Star hotel.
Positive: The location was perfect, the room was adequate, the staff was helpful and friendly, the food in the attached area was excellent - overall I was pleased and would return. Negative: The only complaint I have was that the letters on the computer keyboards,located in the lobby, were so worn-out as to be unable to be read. All the keyboards except one need to be replaced (or at least replace just the letter keys).
Beware the hidden costs! room was fine if a little small, basic and somewhat tired. However real issue I have is with the hidden daily facilities charge of $30 a day for services we didnt use and many of which they didnt even have! this stealth charge is really poor and dishonest. Wont be going back.
Youd stay here for the location otherwise this hotel would have gone bankrupt some time ago, with an added huge financial sting at the end.Above is the heading Id give for this hotel and below is my review...Wed read the review and hoped for a better outcome, surely it cannot be awful, it has an amazing location.Firstly, we have to talk about the surprise cost of the hotel. We purchased our room through British Airways, at the time of purchase we were sure that this was fully paid for. On arrival at the ROW NYC, we were told there was a hotel fee of over €40 per night!!! That soon adds up... Dont forget to tip them for the surprise either, you may find yourself in a bad room... Ohh, and make sure you have a credit card for this bill...On arrival the room looked neat however it soon became quickly apparent that we still had the previous peoples old soap and shampoo and no new ones. That was replaced on the next day when they came to clean, maybe the cleaners forgot?Bar a general tidy and changing of bed sheets, I cannot imagine the cleaners did much else at all. The windows were dirty, the bathroom was awful with old hair and mould growing around the edges of the shower. Some bleach and a scrub would get rid of it easily. The room was hoovered but only to the bare basics, the rest was just left. Surfaces that could have been wiped down were left and they would gather dirt rather quickly. Just see my photos of additional information.We found that our AC wasnt working at all. Reported to the hotel reception staff and they were happy to send someone up right away. We cane back to find it was fixed but it wasnt blowing out cold air and would switch off after 10 minutes. Its on a timer to help keep costs down. So dont expect anything great. The best part was literally having somewhere to put your head each night.You cant go too far wrong with a shower... Thats what I thought, however this one obviously had issues of leaking onto the bathroom floor. Cleaning staff would provide a towel to stop this from being an issue... Fix the original problem?Still, the shower itself was sadly coming off the wall as well and wasnt nice to see. Again see photos.Overall, its ok. Just expect an ok location but to have a dirty room.
Not very clean. i saw a old shampoo under the sink and it wasn’t one of mine. the tub was lifting i can feel it while i was showering, the rooms was very small and the elevators smelled bad. but the service was alright. i will most likely not come back or recommend this hotel.
Alright, I get it. This hotel is significantly cheaper than the surrounding hotels. So Im not expecting a luxury 5-star experience. However, this hotel somehow managed to majorly fall short of my expectations.I have never had such a problem checking into a hotel before. I must have waited for 30+ minutes in a line of people that was not moving. Its like the employees were spending 5 minutes to check in each person. After a while, a manager came out and announced that the hotel had a logistics issue which is why check-in was running slow. He explained that they had no clean rooms, and our options were to cancel our reservation and book a room elsewhere, or we could wait an undisclosed amount of time for a clean room. This was at 5:30PM, so none of us knew how long it would be before they had clean rooms.At this point, I was prepared to book a last-minute room at another hotel (for a lot more money .. because last minute, but what else could I do!), but I wanted to get my reservation canceled at Row NYC before I pulled the trigger on the other hotel. And Im glad I waited! After another 10 minutes or so, it was finally my turn to get to the check in counter. The employee acted like check in was business as usual. Confused, I confirmed 3 times that they had a room available for me. He acted somewhat offended, saying of course we have a room! You have a reservation....I reminded him of what the hotel manager said just 10 minutes earlier about rooms not being available. He replied, yeah, well that was earlier.I was very confused and annoyed, but at the end of all of it, I got my room key. The room itself was about what I expected. The beds were alright, pretty comfortable actually. The city view was quite nice, and the biggest thing that left much to be desired was the bathroom.It was not the cleanest, had some gross mildew spots on the shower caulking, and didnt have a hairdryer or other basic hotel bathroom items.I would probably rate my stay a 3.5 or 4-star stay if it werent for the check-in issue. I may have even stayed here again based on the room and the price. However, I wont be staying here again. They almost screwed me and caused me to have to pay a lot more money for a last-minute hotel room near Times Square. No thanks!
Really great location, so many places to get food nearby and literally less than a 5 minute walk from Times Square and all the broadway shows. Hotel was nice and modern in reception, helpful staff. Unknown to myself, but my boyfriend was proposing to me whilst on our trip and he had asked the hotel to arrange something for the room, they dont offer any service like this but instead they upgraded our room free of charge which was nice of them. The room itself was ok, the best bit about it was the bed, huge and really comfy. However it was like the room hadnt been properly cleaned, the floor was dirty and hair in the bathroom and on the bed. It feels like the room and some parts of the hotel are outdated and half-finished. The hotel also has a taxi rank right out front which you would think is a great idea but whenever you ask one of them to take you somewhere, they say no because theyre waiting for an airport trip. When we finally needed a taxi to take us to the airport, we were faced with quite an aggressive taxi driver who took my partners suitcase from him and tried to force us into his taxi, we felt very uncomfortable and it was clear he just wanted the money. This obviously isnt the hotels fault but they should be careful which taxis they are allowing in their taxi rank.
The price is good, unfortunately this hotel has gone down hill over the years from when it was Milford Plaza. When ROW took over they invested money in renovating it which was needed but it doesn’t appear they have taken care of the renovation, staffing seeks to be an issue which isn’t directly their fault considering this is a nationwide issue. Our room they first gave us 1541 was dirty with open wine bottles everywhere and old food all over the dirty bed. They corrected it after having to go downstairs. The front counter staff seemed stressed and tired, there were long lines since only 1 person was working the check in desk on a Friday.
Room was filthy, we went out and bought cleaning supplies ourselves and cleaned the room. Cleaning staff has much to be desired !!! MUCH !!! Bottom of tub was filled with water or a gel feeling substance so it made it feel as if you were always about to fall over. Location is excellent but so are a lot of other places !!! We won’t return !!!
The worst hotel I’ve stayed at in my life. When we arrived the sheets had brown spots. It took over 4 hours for them to replace them and management continued to tell me they could not find house keeping. I asked for late check out after not being able to use the hotel for the first 5 hours of my stay do to filthy sheets and was denied. The hallways are very dark and when you turn the flash on you’re able to see how filthy they are.
I came to New York to have heart surgery. I was released this afternoon. When arriving to this hotel there was a extremely long line to check in. There was not place to seat so I have asked for help to a woman working on the lobby who gave me the worst answer without any respect for my age and heart condition! Another guy working for the hotel helped me to find a sit. The same woman came back and made me wake-up from the chair saying it belong to the crew . Then the checkin took forever ! Finally I got my key to find out that the double room I booked only have one single bed !!! Also after paying in full they charged me additional money ! a lot if bad issues that can damage your New York stay BE AWARE this is not the place to be.
After waiting in line for more than one hour and have booked a “deluxe double bed room” Fernanda gave us the worst tiniest room, the worst view and the worst service. (More than 40 min to check-in…) Rude and unprofessional. You can tell they don’t care at all, they don’t even try. Very unhappy to have chosen this place to stay in. If you come to NYC avoid this hotel. 3,7 stars is over rated. I would give them 2. Doesn’t worth your money. RUN
3 stars because I’m nice and because this is maximum a 3 star hotel and never ever a 4 star.So this hotel rate as a 4 star but hasnothing of 4 stars in it. In the propertyamenities it mentioned things thatdont have neither supply such as:No restaurant or bar, area only openedfor breakfast and ocasional night fordrinks al, other bars and restaurantsare closed. Just saw a porter onceduring our stay when we left. One ofthe lifts letter D got stuck we called thebell no one attended, I opened the doormyself for me and my wife to get out.They mention bottled water is included,no bottled water was provided, onlyempty plastic flat bottles in the room,on the corridor was signage for waterand when we get there, theres noMachines anywhere.Concierge service included as well onthe resort fee was useless staff barelysaid good morning apart fromhousekeepers.When we checked in asked for a fridgeGot a message reply from the hotel onhotels com saying $25 extra chargeAt the reception they said no it was notus, its $35.Whole main lobby and lifts smelled baddaily, some sort of weird smellTheres no mini bar on the room orkettle, poor conditions and needsrefurb.Thats not a 4 star hotel whatsoeverExtremely disappointed!I will e-mail as well the American entity that regulates hotels stars to let them know about all those and add photos.
Latanya was the nicest front desk staff ever. Stayed here almost a full week and had a great experience.Handicap-accessible room had a bathroom with almost zero counter space. There’s hardly room to set a toothbrush down, if you had a full makeup array you’d need another table entirely. Also, the front mirror is poorly lit so not ideal for shaving etc or anything else requiring facial details.Bed was comfortable, room was clean, internet was fast enough. Would stay here again!
This place is a dump. Seriously pay $20 more and find somewhere more.Room was infested with little mites, in the bathroom and bedroom. Room was not clean, simply using toilet paper and wiping the ground showed a lot of dust. Room was small and staff were unwelcoming.Feel free to contact me for some lovely videos of mites crawling around our room!
I wish there was a review that didnt include all the staff . However if you are traveling to Times Square please do not stay at this hotel. There are so many other options with good service that would appreciate your money and stay. I stayed there a week for business . Imagine staying in a hotel were the hallways are super dark, hardly any lighting in the lobby, gray, steel and dark. They charge a huge resort fee plus a deposit that doesnt include anything besides the usual shampoo items and a bag for water that you get out the ice machine. The only way I got my deposit back was to dispute the charges through my bank. No one has ever returned my or countless emails about my deposit . To make matters worse someone from The Row continues to TAKE money OUT of my account!!!!!! Can you imagine waking up and the hotel you stayed in is taking money out your account a 2 months later?Its been almost 2 months sense I checked out. People who I have spoken to about my account keeps telling me to email accounting but no one from that department will not communicate with me. No return emails or phone calls. Not to mention the rude dismissive staff that I spoke with over the phone. Its a shame I have to write a Google review about this but judging from thier Google reviews I see why this was necessary.This hotel provides stay for airline pilots layer so it seems thier attention and customer service mostly goes to them. Everyone else it treated to long lines at the counter , hardly any staff and no one available to handle any questions you may have during your stay . I feel like between the dark halls and money coming out of my account I feel like Im dealing with the MOB Please do not patronize this hotel.
Positive: Nothing.. to start my plane arrived at midnight, and two day before arriving I call twice to make sure I can check in upon arriving, they see it was no problem. When I arrived it was a different story. They didnÂ¿t let check in until 4 p.m. Even though Negative: I let them know I was arriving at 3:a.m. I have to sleep in the street. Until 4 p.m. When I called they assured me that it was not problem. They lyes. That was a bad experience. The toilet smells very bad.they donÂ¿t used nothing to clean it.. The ha
There is a certain type of person who will love it here. I am not that person.The location is Excellent. Right in the theatre district and Times Square,and easy to get to from Penn Station.Check in was lovely. There is no additional wifi fee. Unheard of in the city. Wonderful. There was good water pressure and hot water.The elevators were a mess. Nobody explained that you need to put the floor in and it told you which elevator to get onto. Only 2 elevators went to the busiest floors and only about 6 people could cram into the elevators. This meant that wait times to get onto the elevator could get up to 30 minutes.Lots of things to do in the area, which was good because the restaurant was a disappointment. I went down around 9pm. I figured I would get a coffee or cocktail and a snack.There werent any desserts. There were only 2 cheeses available for the cheese board. There was no coffee. Luckily, the bartender let me know about a really nice dessert/gelato place nearby.When I came back with my Gelato, there were a ton of people jammed into the elevator section all waiting. I ate half of my snack and then asked if there were stairs. I was told there werent that many people waiting and to be patient. By the time I got back to my room, my dessert had totally melted. It took about 30 min to wait for my turn on the elevators.There is a $40 fee for the gym and pool. So use it otherwise they just got $40 out of you for no reason.In the morning, I waited for about 10 min to store my bag, but worried that if the food and elevators were issues, that recovering my bag would cause undue delays during my departure from the city.If youre the kind of person who wants to get to the hotel and stay there, this is perfect. If not, dont come here.
Over priced hotel to get very little in return. Rooms are very basic. Bathroom door didnt even shut fully. Heating constantly on meaning window had to be left open. Disorganised reception having only 1 person working at the busiest times. Queues over an hour to get checked in due to lack of staff. Security staff were very friendly and helpful.
I wouldnt stay there for freeAbsolutely filthy hotel, sink in room leaked flooding floor. Told reception, they never seemed bothered.The Hotel seemed to have no maintenance. Lights on landings out, water refull points broken, carpets dirty and un vacuumed.My wife was stuck in lift for 2 hours until the amazing nyfd rescued her. This was due to lack of service maintenance on the building.No apology, even got charged the service tax on the room. Absolute disgrace. Hotel manager was useless little man. He told us to return later after he and arranged something with the room.... he wanted us to leave him so he could go home and sort nothing!!!This complaint was taken over by a female called benny, who also assured us that something would be sorted. Again nothing. Ww are still waiting for the service charge to be refunded what they promised, they have still not managed to put out room deposit back in our account.Management are shocking and just want to run a hole of a dirty Hotel for top money.Stay well clear of this place. I wouldnt stop there again for free!!
Myself & 2 friends stayed at this hotel during Memorial Day Weekend.It was a disaster!As soon as we got to our room (22nd floor), my friend went to shower. A few moments later she is screaming and running out of the bathroom (cannot attach picture)! It was a HUGE ROACH! Biggest roach’s I’dc ever seen in my life!I calmly go downstairs and I didn’t want to cause issues with other guest checking in, so I showed the picture to the girl working the desk. She was great. Moved us immediately to a new room (14th floor). She said she would talk to management about getting us a refund.Management came up to assist us in our move. He continued to tell us the monster roach was a common thing in NY. However, we had NEVER seen one all throughout the city or places we visited. He then gave us 3 tickets for free drinks at the bar. Well, guess what? We go to the bar & it’s closed. We go the next day and it’s closed. Find out….the bar wasn’t even open the entire weekend. Not to mention the elevators are extremely stuffy. The rooms are SMALL, and there were hairs stuck all in towels.When we went to checkout we found out that the only refund we would get would be $40…. SERIOUSLY!!!! We paid around $630 total for 2 nights and all they will refund is $40. UNACCEPTABLE!I called several times to speak to management that next week, I never got to speak to a manager. I finally left my number and still have not received a return call.
This is not a great hotel. There were white crusty stains in the carpet, the water was cold in the shower the entire time, pieces of the furniture was falling apart, the bed was on the floor, and there was water damage in the ceiling. When I said something to them I was told theyd investigate it and they never contacted me again.
Will never stay at the Row again, lets start with this, the rooms are not what they show in their ad. The room was very small, I could barely fit in the bathroom, I went back in my room and after a day out to find my jeans were stolen, It says continental breakfast well, that is not true, I had to pay for my coffee, and anything else that was there. For the money I spent to stay there, I could have stayed at a fancier hotel that would actually give me the amenities it said it has. I will not recommend this place to anyone.
Great location and bell staff were awesome but not much else positive to say about the Row. Long lines at checkin; only one of four elevators working so had to wait 20 mins or use the service elevator, when elevator did work we had to cram in well above capacity because we didn’t know when the next one would show up ; rooms were tired and outlets didn’t work well; no ice on floors where the signs said there was; had limited seating that only got worse when they closed the cafe on a Sat so people had nowhere to sit while they waited for transportation or check in.
This was the worst check-in process. We waited over 2hrs to check in. There was a long line. There was only 1 girl working. The manager just walked around looking busy and never helped the line go down. The first room they gave us was dirty no house keeping came to that room from the last guest. Our next room was cleaner but the shower was still dirty with hair and used soap bottles. The next morning we found house keeping who offered to reclean our room.
Positive: Not really. The room still had clothes from other people, the clothing rack fell off the wall. The elevators were so bad, we waited 30 mins for an elevator at one point. Negative: DonÂ¿t go here if you want a relaxing hotel, that is comfy. Go here if you hate yourself and you want to be miserable.
Great location and hotel is good but front desk service needs serious training. The guy who was checking me in, Junior, is so rude and border line angry. He was so slow and, in the middle of checking me in, went to dispute some other guest on another line who was clearly upset about something. I know it’s a tough job but this guy needs some help. Ruined my experience.
First and foremost, let me get this out of the way. I am giving Row NYC a 4 for for its price compared to accommodations. If you think you are booking this hotel at the base prices they charge and getting luxury or a room without issues you are sorely mistaken. This is a definitely a you get what you paid for type of hotel.Now for the review. I agree with most reviews that the hotel is slightly dated with very dim lighting throughout the hotel. The employees were nice and accommodating. Check-in was fairly quick. Even though the room was not ready, I was able to check on Friday morning and return at 4pm to retrieve my card keys. They allow you to drop your luggage or any bags you have free of charge (although tipping is reminded).The lobby is spacious although for the time being they should alter their website to state that the restaurant is currently not open. They do have the typical hotel bar open at night and the bar serves as the coffee and breakfast area in the morning. There are many complaints about the elevators. If i had any complaints about them, it would be their size. They fit at best 6 people per cab with a total of 8 cabs. It might sound annoying, but security asks to see your room key before you enter where the elevators are, I am assuming to keep solicitors and others from roaming their halls. then instead of the typical up/down arrows I was used to, you select what floor you are going too and it tells you what elevator to take which seemed to work well.The rooms, yes are small, but we were in NY and were only using them to sleep not hang out in so that was ok. The king bed was low to the ground but surprisingly comfortable, but the pillows were the size you would find with a sofa, but what ever. The AC/heater kept the room cold when it wasnt fighting with the bathroom. The bathroom was clean but very cramped. For some reason the bathroom has a shielded hot water radiator that we could not shut off only turn way down, but when we did that it got mad and leaked hot water on the bathroom floor and without a towel it would get the bedroom carpet wet. There wasnt much leg room between the toilet and the radiator either.After some of the reviews I read, I was really scared on how the room would be, but on the whole, it worked and for the price, I got what I paid for. The best feature of the hotel has to be the price and its location. Its proximity to Times Square and several of the main Theater Houses was a lot closer than even google maps showed it to be. Moulin Rouge, Phantom, Lion King, Times Square are all less than 5 min from Row NYC front door. The big question is, would I stay here again and the answer to that is yes, I would defiantly give it another shot against the bad reviews . Do I believe some of the negative reviews that were left by others, yes. It is purely my opinion with no evidence to support it that they take better car of the rooms as the price points go up. I was around the middle price point and it felt that way so I can see the cheaper rooms possibly being in a little worse shape.
Hotel room was nice and had a nice view but flakes of the popcorn ceiling kept falling off all over the room, restroom was dirty and had stains/mold, and the AC kept making loud clicking noises. Wouldn’t stay again and recommend a different hotel to any prospecting guests.
Positive: Okay location, not too far from Penn station and super close to theaters. The lobby was nice and the staff was able to check me in early. Negative: The hallways and elevators were dark, damp, and musty smelling. This was disconcerting. The room was fine, seemed clean but getting to and from the room was not pleasant.
I had a reservation for a Superior Two Double Bedroom, which is intended to sleep 4 people. The description on the website labeled it as some sort of deluxe room with plenty of amenities. At the time, there seemed to be no issues with my booking; I even received confirmation emails in advance. Fast forwarding to the 2nd weekend of March, I arrive at the front desk the day of my check-in. I am immediately told that the double room I booked back in February over the phone was “unavailable”, and they will do their best to work something out. The receptionist eventually said that they can accommodate me with two single rooms that would be next to eachother, free of charge. Slightly confused and annoyed, I agreed to this, but it was a major inconvenience to my group of 3; we planned on sharing one room big enough for all of us. I figured it wasn’t the end of the world, but we soon discover the two rooms we were given were NOT next to eachother, and we received none of the amenities we paid for; there was not even a mini refrigerator to keep our beverages andmeals cold. Overall, my experience with this hotel was poor, and I will not be coming back. It appears to me that you are not guaranteed your room until you physically CHECK IN, and that nothing was ever reserved for us. I disagree with the fact that I had to pay the full amount for my original room, only to be downgraded.
Positive: Nothing. This was a 0-star experience. Negative: They gave me keys that didnt work. Said thered be security upstairs whod let me in. There was not. A housemaid let me in and told me the room wasnt clean. Decided to stay with my parents. Fortunately everything was refunded.
The hallways were dimly lit, the rooms were shabby and lacked coffeemakers, the restaurants never seemed to be open and the bathroom was uncomfortably cramped. Otherwise, everything was clean and the location was excellent, but make no mistake: this is not a four star hotel and such a listing is rather misleading.
TLDR: they didn’t clean the room, and some outlets were broken. Bad hospitality.Great location, not a great experience. First of all, the elevators are extremely tiny. There were five people in the elevator without luggage and I had to get out and walk due to how cramped it was. We were on the 20th floor. As for the room, we had two outlets on the nightstand, and two on the desk. The ones on the nightstand didn’t work, so if I was traveling with someone and we both had iPhones and an Apple Watch each, we would be taking turns charging our things. Heaven forbid one of us had a computer or liked having our phone at an arms reach at night. Most importantly, they didn’t clean our room. When we got in for our second night, the bed was made, but there was a giant pizza grease stain from our late night snack on the night stand. So that makes you wonder: did they change the bedding? Did they vacuum the carpet? How well do they clean this place if they’re okay with us coming back to a greasy, non functioning nightstand. Finally, when we were leaving, our check out was at noon. Our ride was picking us up at 1. We decided to go grab a bite and wait in their caffe. Then they kicked us out. So then we went to sit in their lobby. Then they kicked us out. Keep in mind, we were sitting with our phones and had day bags with us. We weren’t causing a disturbance. We weren’t taking up a lot of space. My lasting impression was feeling like cattle. I would not recommend.
Positive: The bed was nice. Negative: The elevators were constantly experiencing issues. The stairs, that we had to take multiple times, only went down to the 3rd floor after we walked from the 28th floor.The bathroom was so small we had to remove the toilet paper from the wall to sit down.
My name is Thais, I stayed with two friends, Viviane and Isabella, between April 1st and 5th at the Row NYC hotel in room 806. We saw the hotels classification as 4 stars and many reviews, some good and others not so much. Our biggest factor to consider was the location and we were also confident that it would be a comfortable option for the 3 of us.When we arrived at the hotel, we checked in and then I went to ask a question with one of the attendants and he was extremely rude to me and my friends, he told us that we should wait for him to call us to be answered, but there was no guest in the desk so I believed he was free. We were already very upset to be welcomed this way, at all times we were super polite and we would never mistreat anyone in that way.We entered the room and other surprises, the room was much smaller than we saw in the photos, very noisy air conditioning that almost did not let us sleep, small bathroom.The next day, Viviane went to pick up packages that she had bought and asked to deliver to the hotel. She had sent an email informing about it and they said that would keep the orders without any problem and no cost, but that was not what happened. They wanted to charge almost 100 dollars for her packages, she questioned that she didnt think it was fair since that was not the information received in the email, they let her pay 77 dollars but still not fair.Viviane and Isabella immediately went to the reception to look for the manager, as it was the second embarrassing situation we were going through. The same was super attentive and provided us with breakfast the other day as an apology.That same day, I was working in the room waiting for my two friends to return from the packaging area, which also took time for them to solve the problem. We didnt want housekeeping that day as we had checked in the day before, I asked reception if they had a do not disturb sign for us to put it on the door and they said no. As soon as my friends left the room they informed to the housekeeper that I was in the room and would not need the service, but even so she simply entered the room and I even got scared, I insisted saying that I did not need the service and so she just changed the towels and went although.The next day, April 3rd, was the worst moment of our trip. We left the room for housekeeping, when we went out in the hallway we found the same housekeeper as the day before and she then entered our room. We had our breakfast and went for a walk around the city, after all this was the first day we were going to enjoy from the beginning, since the day before we only could leave 11:00 A.M. after solving all the problem of the orders.We walked through Brooklyn, and when we got back to Manhattan, Viviane went back to the hotel to drop off shopping bags we had, and then she noticed that her luggage was messed up (unlike how she had left it, but thought it might have been dropped during room service) she left the shopping bags in the room and went to meet Isabella and I at the Olive Garden in Times Square. When we finished our dinner we went back to the hotel to sleep, around 11:30 P.M.When we entered the room, we noticed that all the bags, without exception, were open and super messy, even my backpack that is with my work MacBook. We were desperate and went to check if everything was there, and the biggest surprise: it was missing 200 dollars and a charm bracelet from Isabella, and a gold ring from Viviane. Both were really well hidden, inside backpacks that were inside the suitcases. Thank God nothing of mine disappeared, the two girls were very tense, cried a lot and then the 3 of us went to the reception, once again, to complain about the hotel.We talked to the night shift manager, explained our entire situation in detail. She called one of the security guards so he could write everything down and said that the next day they would give us an answer. This hotel ruined our trip and we couldnt enjoy nyc.
Stayed at this hotel earlier in the year for four nights. One of the cheaper options but this suited me. On 8th Avenue a few minutes walk to Times Square so on a busy road, not far from the 42nd Street subway so very convenient. Check in was a bit chaotic as only one person serving a large line but I was 2 hours early and my room was ready so I shouldnt complain. Opted for a superior room which was clean and ideal for my stay. The staff were all very friendly from check in to cleaners to I maintenance to doorman. There was the usual resort fee which is a bit of a rip off, includes free WiFi lol and a gym I would not be using. But also included free international phone calls and, as I am from London, I made use of to get my moneys worth! Hotel is massive and could do with a little renovation - eg the elevators. As a lone female traveller I felt safe enough, indeed the lobby (which was always busy) was a sanctuary from the hectic streets. Bottom line would I be happy to stay there again? Yes.
Staff were lovely, in particular Delcy who kept our room spotless each day any was an absolute pleasure to chat with.Big shout out to George for being helpful in all matters New York and ensuring we arrive on time for our departure from JFK. Only negative I would say were the lifts, often took an age to arrive.
Positive: Location. Negative: Oald toothpaste spattered on the wall in bathroom. Fridge not in room but reservation said there should have been one. Front desk said there would be a charge but then sent one up when I showed her my reservation stating inc. fridge. Resort Fee high .
No where in the booking process on Expedia did we get alerted about the extra $80 for wifi and phone usage. We paid that once we arrived and checked in. Our room was semi clean, and we did have to call about the sink being broken. They fixed it right away though. Overall, it was a good stay for the price and location.
Positive: The location was amazing! Everything was Around us. All walking distance. Negative: The room is the size of a walk-in closet. There is no vent in the shower. Room felt stuffy. Air conditioner barely blew out anything. Definitely wasnt the cleanest.. Long lines for the outdated elevators. For the price, I expected better.
1. The real decoration is way worse than the picture showed on the agoda website. I thought I was falling a scam at the moment when I moved in the my room2. The price is not clear when I booked the hotel. It showed a cheap price when I booked on Agoda, and I was charged approx $45 when I check in because they said its facility fee no matter you use or not. I went back to check the confirmation email that there is a super small font stating that I will be charged this when check in. I feel a bit cheated because the website shall make clear before I place the reservation. Other customers, please be careful and dont be cheated when you see the cheap price.3. The air conditioner is very loud, I wake up every hour.4. There are many ants on the table, I requested to change a room and took a while. (low efficiency and dirty)5. The cleaner opened my door when I have not checked out at approx 8am. I was really shocked because the management is very bad and I had very bad experience here.Conclusion: Run! Dont even consider this hotel, I would rather spend another $20 at other hotel instead of Row NYC Hotel.
I wish i could give zero stars.first of all the rooms dont look like the pictures everything is smallerthe room was filthy and dusty and the Manager at a desk didn’t agree to change our room even when i said that my wife has asthma.the bed was so uncomfortable and the cleaners cleant the room and changed the sheets just once in 2 days and we been there for a weekdo yourself a favor and never step inside of this “hotel”
Honestly apart from convenience because its close to time square...this hotel sucks! the rooms have poor upkeep, elevators are confusing, the room is sooooo SMALLL....its giving dorm room. heating and ac is like a huge machine made from the 1900s. the closet is as big as a human body. This room made me want to return back home asap thats how bad it was. The doors are faulty ...you have to double check to make sure it locked and closed fully. This hotel is sooo bad that anyone can go missing and no one would know. The best thing about this room was a window with a view...but yet I still hated my stay. They also charge this service fee that makes no sense because the cleaning people dont clean anything. I dont recommend 0/10.
I booked a room here for my 18 year old son for his stay in NY for a week as a graduation gift to go with his girlfriend and her family. It cost thousands of dollars for this horrific and unsafe place. When my son was given his room key, he went up to the room to find there was already some one else’s stuff and luggage in the beyond small room. How dangerous is that what if that other person would have been in that room and my son would have just walked in. They didn’t apologize or anything just gave him a new even smaller room. After about two days of horrible service and accommodations, I had my son check out and demand a refund for the remaining days. He said the rooms and bathrooms were disgusting and filthy.
We were put into a filthy room! Disgusting!!! Didnt look like a surface had been cleaned in a month! Pubic hairs in the bathroom. Full garbage cans. Absolutely disgusting! They after the 2nd call to the front desk, agreed to move us but expected us to wait on the line AGAIN! We had a reservation to make. Not good
Location is great, but at what cost? YOUR SOUL, YOUR PEACE OF MIND. There was Blood stain on the sheets!!!! The workers were rude, and i get people can be tired or frustrated but I have traveled the world and never seen this level of Rude. LONG STORY short:SERVICE = NEGATIVE 1000/10Location= 9/10ROOMS= 1/10STAFF= 1/10
Positive: I like that it is in the heart of one of the busiest places on earth and still affordable. Negative: The elevators were either not working or were fully loaded. And either youÂ¿d wait for another while for the next one or take the freight elevators. The staff were kind enough to let us use them.
I stayed there on April 13, 2022 with my 12 year old daughter, because of its close proximity to the Richard Rogers Theater where Hamilton is playing. I decided to give it a second chance, since our first stay the first week of October 2021, again to see Hamilton was less than satisfactory. First of all never pay for the upgraded city view, it’s not awe inspiring and makes your room louder from the street traffic below. Dislikes from the stay in October: the ceiling light in the room did not work, the bathroom light was barely functioning so it was very dim in the bathroom. There were iron marks on the carpet, where someone had decided to place a hot iron. There were no water bottles as promised. The internet did not work at all. We overlooked the front of the hotel and could see Shake Shack (which my daughter loved). Also during our entire three night stay I could never get anyone to answer the phone downstairs once.I had been recommended this hotel by both of my sisters, and even though they had been there at least five years prior to my visit, I decided to give Row one more chance.This time we drove to NYC, and I purchased a parking plan along with the room ( without the extra “premium view”) First the good things, the light’s all worked. The promised water bottles were there, and the internet worked this time. HOWEVER, I will never go there again. Upon arrival the valet gave me explicit instructions on how to drive the short distance to the parking garage which I had reserved. Upon entering the intersection for which the garage was on a one way street, I found the road to be blocked off.I returned to the front of the hotel, relayed this information to the valet and he said a water main had blown and the whole block was off limits indefinitely. I informed him that I had already checked in a paid for parking. He then directed me to another equally close garage where I paid a second time to park. The valet instructed me to go back to the front desk and I would be refunded for my paid parking.Of course with the Row that was never gonna happen. The shady gentleman said my parking was tied to my room rate and he could not refund my parking. I calmly stated to him “that I did not feel that was fair.” He replied that indeed it was not fair but there was nothing he could do about it. He promised to refund our daily activity fee (internet, fitness center, free phone calls) as a measure of compensation. Of course that never happened.I wrote about my experience on the survey they sent me after our visit, and I emailed the general manager. I have never received any acknowledgment from this company about their responsibility for this to date. There are many similarly priced hotels in this area which will not treat you as poorly as this company does. I strongly suggest you avoid this hotel at all costs. It starts from the top and the prevailing attitude is get your money and provide as little service as possible. Tourists, NYC has so much more to offer than this rip off joint.
This hotel is a pit.I cant even believe the disarray that is this hotel.I am currently in your hotel on the 19th floor. Sweltering and sweating. Cannot sleep because although the air conditioner goes to 65° the thermostat is saying ° 79 and has not changed since 3 oclock.I awoke because I am too hot, I decided to take a shower and the shower trickles out as it comes out the faucet on the bottom 90% and lightly sprinkles out the top.This is paired with your super rude front desk staff, and the fact that the line for check in was 25 people deep. People started cutting in line and your staff didnt refuse service to line cutters. They infact helped them and then were being rude with the people who WAITED in line and were mad at that fact.I have never in 36 years stayed in a hotel that is this lacking amenities. I payed extra to upgrade my room to a sweat box?!?I am really hoping management can reach out to me and help resolve these problems because this has left a terrible taste in my mouth. I feel as though I should be contacting the better Buisness bureau, and also warning on social media to NOT go to this hotel.The lobby also smells like a barnyard and straight up human excrement. Do betterMy name is Stephen Schweizer room 1905 on june 8th.If anything maybe have maintenance check this garbage room out so another guests doesnt have the same ridiculous expirience. Its clearly a LACK of any sort of quality control on the management, who manages the handymen etc.After seeing this hotel on a Wednesday, I cant imagine a weekend. Clearly this hotel is NOT prepared to excel with the likes of other local hotels( that were the same price as this dive)Bad terrible expirence, shame on the management
First time visit. Long wait for check in and only one person per party can wait online. Only two persons were serving guest at check-in. Must be very popular for line was still long at 6pm. Long wait for elevators also. Rooms are small and in need of renovation and updating.
Positive: It was in the heart of everything Negative: I never stayed at a hotel that have a coffee pot,a microwave or a refrigerator. Very disappointing.Ill never stay at that hotel again. The bath roomm so so tiny I couldnt turn around in it and Im very very petite.
Positive: The check in process was easy and the staff were kind and welcoming. The room was clean and an appropriate temperature upon arrival Negative: The door to the adjoining room allowed a lot of noise through. We could hear whole conversations when neighbors were speaking normally.
Positive: Location was amazing... lose to Times Square and the Theater District Negative: The elevator system is one of the worst I have ever seen.You must enter the floor number in the hallway. You are then assigned an elevator to go to. It was very difficult to get on an elevator due to the number of people all assigned to the same elevator
First off, the staff is amazing. Yara, Jarrett, and Mike went above and beyond, as did the other staff, to make my experience memorable. My NYC wasn’t the most desirable, but the hospitality at The Row made it much more bearable. We will definitely be staying here again!
Following reading some replies to comments here I note the following:The fee provides the following services: local, long distance and international phone calls; high-speed wireless internet access; an eco-friendly water bottle to use at the hotel’s water filtration stations; and printing services in our iMac lounge. In addition to this, our Facilities Fee also provides you with special discounts whenever you show your hotel key card at participating vendors.None of the above is explained when paying the facilities fee so had no idea any of this was included in that fee. Maybe to enhance your customers experience the above information about the facilities fee could be explained when checking in or in a room information folder in the rooms??The hotel is ok. Corridors very dark fantastic location which is what sells it. Bathroom door in room 1707 doesnt fully close as the skirting board stops it so no provacy. Heater wouldnt shut off either so kept window open and got lots of street noise. Water station near 1707 didnt work. Security staff were superb. Luggage drop staff equally amazing. Only 1 receptionist on when checking in. No consideration for flight arrivals and staff breaks. Facilities fee seriously needs to be explained to guests rather than just charging it.
Positive: This hotel was close to Times Square. Negative: The hallway getting on and off the elevators smelled horrible.. unbearable.. possibly a urine smell. In the hallways, there was a very strong odor of marijuana yet this hotel was listed as non smoking. Room could have been cleaner in my opinion.
Positive: The location Negative: Entering the hotel I could only smell urine. I was charged twice for a resort fee. The elevator system was different from what I have ever used and no one explained anything to me. Then the elevator broke down while we were there and we had to start using
The best location we could have asked for, walk out the door and you’re basically on Times Square and right in the middle between the Empire State Building and Central Park ! Was also across the street from Carlos bakery/ a subway / a bus station.The most amazing staff that I have to mention are Nathanis B and unfortunately I can’t remember the other mans name I think it was Nee ? Something with ‘ee’ in the pronunciation anyways. They were handling the storage room when we were leaving and really helped us out with our bags , with even going as far as walking us over to the subway station,My bag broke so he ran back across to the hotel and got me another one, and then carried my bags right down the steps to the turnstiles in the subway! When I tried to tip him he tried to decline it, these men really need a raise !The night staff were also excellent always greeting us and helping us out during the night if we had any questions. Housekeeping always greeted us too in the halls and cleaned our room well.We got a nice big room which was bigger compared to the other ones we saw so that was a bonus onto our trip.The only con I really have is the receptionist that checked us in. I won’t name names but she was the rudest person we came across while in New York. We didn’t get a nice word from her, an enjoy your stay, a welcome , nothing! She really put a downer on our first impression of the hotel and ruined the excitement we had .. luckily the rest of the staff in the hotel made up for this. Maybe she would work better in a non-guest facing roll.But positives outweigh the negative :)
Positive: Very convenient location, close to subway, bus, and train. The water canteens instead of single-use bottles are a nice touch; as Im sure is the intention, I expect to use one in other places, which will advertise the Row! Negative: A little difficult to navigate the floors. Additional signage at corners would be helpful. Lobby was overheated and when I arrived, the room temperature was set to 85F! WiFi did not reach the cafe area.
First Great location.Elevators are BEYOND small. And SLOW. im not quite sure what they were thinking when building this place. But you will get crammed in just sbout everytime. Its very UNCOMFORTABLE.Front desk isnt good help. my questions were unable to be answered.Room was clean but there was a BUG on my bed.And this place is kinda weird. In my opinion, i wouldnt recommend.
Just returned from a 5 night stay over new year. I was a little apprehensive going off some of the reviews but I think people are expecting a little too much.At the end of the day this is a hotel in the heart of the theatre district and is significantly cheaper than any other hotels in the area. Yes it’s expensive in comparison to other 4 star hotels people may have stayed at in other areas of the world and a lower standard however you are paying a premium to for the location literally a stones throw from Times Square.Check in: we arrived at 2:30pm and queued for around 5/10 minutes. Yes a few times coming in and out it looked like a few more people were queuing but surely that’s just luck of the draw what time you arrive in comparison to other people.Lifts: The lift system requires you to select your floor and it allocates a lift. Most the time this runs pretty smoothly however at certain peak times it can get a little busy but again nothing major (Think 10am, 6/7pm when people are heading out for the day or heading back before heading out for the evening) the only time it was really busy was New Year’s Eve after midnight however the whole of New York was busy at this point. The staff however were great and we were allowed to use the service elevator to save queuing.The staff were all super friendly, rooms cleaned daily and a great location I would happily return and stay here again.
Just ok but nothing special, I did expect more from a 4 star but it didnt justify it, what did help was being told there was a $139 surcharge to pay for the Wi-Fi, gym and water! The staff were very hit and miss and went from very helpful to not helpful , the location was good, the room was small but I did expect that being in NY
Positive: Location Negative: Additional fees at check in, long line to check in, long waits at elevator, rooms were very small, even by NYC standards. We tried to grab a small bite to eat prior to going to a show and the only item on the menu actually available were warm olives.
PLEASE READ AND SAVE YOUR TRIPI saw the rise and the fall of this hotel.Stayed 2017, 2019 and June 2022.Rooms are kind of Ok, but the staff, structure and lifts makes us to hate the place and never come back again.-I was already registered at front desk and waiting for my room. Needed urgently to use the toilet and the man in charge lied that it was broken. I asked for a plan B amd his response was McDonalds..-Lifts broken everytime and waiting to use it gets up to 15 minutes. (TRUE)-They accept babies, but there’s absolutely nothing for baby care. No refrigerator or Microwave.-Employees are rude all the time-Cost is very high to what is delivered.DON’T STAY HERE.
Positive: The location is perfect. Negative: The wait to check in was silly. Ive never had to stand in line like that-much like a busy airport baggage check-in-in anywhere in the world Ive been. Id read about it in reviews, and find it interesting that it is such an issue. It must be intentional.
I said hotel was great cause location location was amazing we basically walked everywhere and everything was less then a 10-15 min walk beside that we jumped on top view and did the tour service was awesome but only thing I truly hated was the elevators it seams that at one point everyone was going to Elevator E one day we actually did the 10 flight cause it was just crazy the amount of people waiting and the elevators is maybe 8x8 so you could really only get 4 people in there with luggage if not maybe 6 ya need to figure out a way to have more elevators to service the floors
Positive: The location was perfect. Negative: There are no restaurants/bars in the lobby (not like advertised), the elevators are annoying and take forever. BUT, this hotel charged $80.62 to my credit card when I did not purchase anything. They have not responded to phone calls/emails to rectify.
Positive: The lay out of the lobby, other than that nothing. Negative: They gave me the wrong bed size,lied about the reason when I complained. Terrible elevator system that designates you to 1 elevator out of 6, you end up waiting for that 1 elevator for for over 20 mins just to go down or up because over crowding.
I booked for seven nights and ran away after the first. 20 minutes line for check-in, tiny room facing a wall four feet away (more like a prison cell) dirty bedding which household wouldn’t change, but I was offered another room. Stains on bedding (not sure if blood or lipstick) and terrible noise coming from next room until 3am. Regular nightmare. Elevators slow, tiny and dark.
Total reviews rating
199 Reviews for ROW NYC 2023:
CORRECTION ABOUT ROOM SIZE - SEE BELOWWe had a Deluxe City View room with 2 double beds for 2 adults, 2 children (teens). . The size of the room was comfortable for NY sizes. We had room to stow our luggage (we had 2 large pieces). This room was larger than the New Yorker, where we stayed a few years back - at that hotel there was no room for luggage and we were walking over it. It was pretty tight. This room was comfortable.Good TV quality, nice view. Room was quiet. I never heard anyone above us or rarely in the hallway. Staff was very nice and the housekeeping team was very helpful and friendly. The only thing I would comment on is that I noticed that the room was not vacuumed every day. I did leave a nice note requesting that it be done and it was (we often brought pizza home and no matter how hard we tried, we made a few crumbs).Location wise, its great if you want to be in the thick of things and by the theaters. It wasnt our first choice but our first hotel closed so we had to find an alternative.Still, a good deal and quality for the price.
Nice hotel, right around the corner from Times Square. The lobby is very nice and open. The rooms are indeed small, but not bothersome (we had the Superior room). The room is no-frills, but comfy. The bed was nice and there was a bit of storage. The bathroom is very small but it has everything you might need. Our room was clean; we didn’t have the issues some reported, but it could have used a deep cleaning in some spots, it definitely doesn’t look brand new. The elevators were fine, yes we did have to wait a few minutes but nowhere near what some report. The front desk was also fairly quick and easy, and the employees were very friendly. They were able to give us a larger bed so we had more space to sleep. It’s very close to Times Square, but it’s far enough from the crowd that it doesn’t feel too crazy right outside, although it’s still busy. If you’re looking for a hotel near Times Square and Hell’s Kitchen, I would stay here. I personally would not stay near Times Square again, but I really don’t like the touristy crowds and fanfare. Otherwise it was a good, smooth stay and the room was perfect for the long weekend.
This is without a doubt the worst hotel I have ever stayed at. Instead of a 4 star rating it should be called a glorified youth hostel.Upon arrival I was informed that I had to pay extra each day and per each guest for the use of the gym. I would have assumed seeing as the website says that there is a gym as part of the facilities that it was a no brainier that this was included in the costs. I didn’t even use the gym which really annoyed me.We booked two rooms which were meant to have two double beds, the beds were small doubles and not standard doubles as the booking stated. Once again I had to pay extra to upgrade our rooms.We booked through BA holidays and are trying to seek compensation for this absolute disgrace.The hotel rooms were filthy. I found an old dirty sock behind my bed and goodness knows how long it had been there.The bar was closed due to the bar attendant being on holiday and no one warned us of this so upon coming back to the hotel of an evening we couldn’t even enjoy the bar.The only saving grace were the staff that stand in the lobby to greet guests as they walk in who were lovely but other than them I will most certainly not being staying here ever again and will advice anyone I talk to not to stay here too.
We have never had a bad stay in NYC until this hotel. The location was great. Nearby to a lot of attractions however, that is about it for positives. Everything looked dirty, including our room that had hairs in the bathroom from previous guests. The cups to use had the lid on, which made you think they were clean but in fact they were used. It was extremely hot in our room and the thermostat did not work. We didn’t get back to the room until late because we had went to a baseball game. We called for someone to fix it but took so long I had to cancel because my young son had fallen asleep. So we “slept” in a room that read 82 degrees. I could not wait until morning so that we could pack up and check out. The front desk was less that understanding and pleasant and actually asked why I waited to complain at check out. I have spent weeks making calls and leaving messages to get a refund of a resort fee we were promised and today was told we would not be getting anything additional none of the interactions I had with representatives of this hotel were pleasant. I definitely do not recommend.
Pros-Close to Times Square, theatre district, eats, convenience stores, transportation, etc...you can literally walk to the theatres from here. Room was exceptionally clean., I personally loved the elevator system.Not a pro or con: Yes, the hotel is old and the age is visible in certain areas of the room and furniture. But, overall, kept well for its age. More modern and more room will mean more money in NY. If you just need someplace to sleep and bathe this is comfy enough to get that done.Cons-disregard pics...rooms are extremely small. Even elevator was small. The bathroom is too small to even change clothes in. The beds, although comfy, were low to ground. We upgraded to a room with a view but the view was nothing to write home about.
I stayed at the Row NYC recently and it was relatively cheap, pleasant and the location is perfect! I enjoyed it, but I had reasonable expectations. It is not high end luxury 5-star service like the Four Seasons or Intercontinental so don’t expect that. The rooms are acceptably clean, the staff is nice enough until the day you check out and then their bipolar switch gets thrown. I got a comfortable bed with heating/air conditioning and hot water. I was in NYC to enjoy being outside and about; not enjoy being in the room and it did fulfill that basic need.
Location was the best. I walked out of the hotel and was in Times Square. However, there was only one person working the desk when I arrived, so check-in took an hour. The room served its purpose for the amount of time I needed it, but it was small, very small. The drawers stayed open. I don’t know why, but they would not shut and stood wide open. The bathroom door had to be propped open to stay open. Maybe that’s a NY fire hazard precaution for the door to automatically stay shut. There is really no privacy in the rooms. The doors have a gap at the bottom which brought in the noise from the hallway and allowed me to hear every conversation going in in the rooms when I walked down the hall. Also, I needed ice one night but discovered there was none on my floor. The lighting in the halls needs to be turned up. It was a little dark. If you have bad knees, these beds might not work for you. They are low. On the bright side, the rooms and bathrooms were clean and without bugs. The staff was always very helpful if I needed help with anything. Checkout is beautiful; just drop the key in the box. I had to leave out at 3:00am. All in all, not a bad experience, but some things could be better.
This was the perfect spot for my stay in NYC. The location is unbeatable, close to everything with endless late night food options. The price is right, so I don’t have many qualms with the hotel’s quirks. The rooms are “modern” but a little worn out, and the elevators were extremely slow as there were so many guests trying to access the same floors. However, the staff was kind and helpful, and my requests were filled quickly and efficiently, a big plus! If you need a cheap room while you enjoy the sights and sounds of NYC, this is the place for you!
Changing to a 1. I’ve been chasing down a receipt for over a week. No one will assist. No one returns emails. The answering service cannot provide any contact method other than to call a number where the operator just routes you back. Avoid this place at all costs.Yes, the price and location are great. The rest, not so much. The elevators have a wait of about 15-30 minutes any time you want to go anywhere. The restaurant/lobby area is closed off often, and there are no outlets to work from. The business center is an open area by the front desk. The rooms are tiny, as expected. My room was clean, but my colleagues was filthy. I dont think I have ever stayed in a hotel that I wouldnt return to, but this will be it. I am also trying to chase down a receipt, which has lead to multiple unanswered emails to billing, calls that are transferred and dropped, a front desk that is too busy to get to it today and cannot assist, and finally one pleasant person working in reservations that is trying to chase it down for me. If it wasnt for her, this would be a 1.
The hotel was in a perfect spot. Walking distance to everything! It was my first time in New York so I expected a small room but this one didnt even have a fridge or microwave. It was so small like a dorm room. It was very clean though. You have to let the shower run a while before the hot water kicks in. I think if youre not too high maintenance, it is a good hotel. I would stay there again.