4/10 Poor
Cecile
Traveled with family
Jun 6, 2024
Hotel is nice and rooms comfortable. However, I had reserved the RIU on 47th Street in the middle of Time Square. Upon our arrival late at night with heavy suitcases, the receptionist first tried to make me believe that I had the address wrong and was supposed to go to their other location on 46th street and 8th Avenue. When I insisted that I had the correct address, another receptionist admitted that they were overbooked and just moved my reservation in the other property with no compensation whatsoever. I had to walk with 2 kids and huge suitcases to the other hotel which is not located in a nice area like the 47th street and there, again, I was told that I had no choice than staying there if I wanted a room.
This was not acceptable in itself and not offering any kind of compensation shows very poor customer service. Will not return.
Cecile
Stayed 2 nights in Jun 2024