Hazen Vacations

The lobby is lovely, and of course we love Serendipity! For my stay, the Luggage Guy was THE BEST! We were so grateful for the 2;h bag check, as we arrived in NYC at 6am and couldn’t check in until 3pm. The front desk lines were frequently long and slow-moving, and when we were checking in around 4pm they told us there was no hot water, so they’d remove the facility fee if we wanted to stay, though when we went upstairs to our room the hot water was working fine and we didn’t have any trouble with it after 3 showers. I let the front desk know around 8pm that our water worked fine, and they were shocked. So like… whoever is in charge over here is not doing a very good job. I kept coming downstairs to check if the only ice machine was working yet - it said “refilling ice” every time I checked until I gave up at 11pm. It still wasn’t working when we checked out the next day either, and no one at the front desk had any idea how long it would take or how to fix it or even where to buy ice in the area. Our room wouldn’t get cold, so we called down and they said they’d send “the engineer” up but they never showed up. Also the carpet was wet near the bathroom and seemed soapy, but WAY too wet to be from any normal cleaning. The rooms were very quiet though! I didn’t hear anything from adjacent rooms - it seemed like no one was in there, so either that’s true or this hotel actually has decent walls. TBD. We did hear a lot of street noise from Times Square through the windows, which ev

I paid for a double queen size bed room. The initial room I was given someone was already assigned the room. They gave me a second room with only one bed and told me they were totally booked for rooms with double beds (that I paid for months in advance) The third room was a King size bed and sofa and the bathroom wall was full of mold. After speaking with a manager who assured me that he would have the housekeeping manager take a look (he lied) I went into the lobby a fourth time and spoke with a different manager threatening to contact corporate then mysteriously a room was available with two beds. Inside of the fourth room was no working television but at that point myself and my roommate was totally over it. I will never book that hotel again. It’s filthy and the first manager was no help at all.

Very large and clean room. Very comfortable !