Park Lane Hotel New York

I reserved a Park-View King suite for my partners birthday. I called in advance to request a room on a higher floor which was not honored upon arrival. There was also unsightly gray tape left all over the wall facing the park of which we have no idea why or what it was. Suite 1400 for your reference. Prior to coming I double-checked and I was told there would be bath robes in the suite which my partner loves. When I looked, none were provided. I called downstairs to request them and the line just rang and rang. No one was able to help nor did anyone pick up the phone for hours. Staff told us they are short staffed. That is not the guests concern and it was unprofessional. In addition, the room was 76 degrees the entire stay and AC was not working. I understand renovations and limitations due to COVID-19 but besides the park view, we received nothing in terms of customer service or satisfaction upon our first stay.

We arrived at the hotel earlier than check-in. Was informed that they do not hold luggages. No consideration noted. I understand the Covid issue, but as a hospitality business, there are ways to ensure safety while at the same time accommodating the needs of guests like luggage storage. Luggage holding is a crucial part of a hotel operation. This information was not highlighted when we booked. The front desk was also rude and did not feel us welcomed at all. No, bell man was available either. Upon checking in, we were told there will be daily resort fees? I am trying to understand what I am paying for here. I asked the front desk about this and she told us to read the paper “it’s all there.” Upon checking in, we found that the room was lacking cleanliness and some serious update was necessary. First of all, our rate was not cheap and to have a room at that state was unacceptable. When I called the front desk to ask about the AC, the engineer came up and told us that the AC is not working. This was not disclosed during check in. The bathroom also smelled of smoke. The carpet, I am afraid to step on it without slippers. Please look at my photos. Honestly, Park Lane, if you choose to operate during these times, please do so with the standard of at least acceptable. Your rates doesn’t match what you offer and please help me understand the extra fees because if I’m paying this, I would at least expect that I will be comfortable in a room that I feel is sanitized and safe. Otherwise, please halt your operations until you can make your guest feel as though they chose to give their business at the right place and when you’re really ready.

Arrived at check in, the hotel receptionist was extremely rude not welcoming. No time to explain anything to you. She hands you a piece of paper and just tells you to read it. They do not hold your luggage's here. This is the most simplest thing a hotel can offer as you arrive in early and needed to put your stuff down so you don't waste a day. They charge a resort fee and for what? Other hotels usually will hold your luggages and this can allow you to explore the city and not waste time. Instead this hotel leaves you stranded with all your personal belongings. We have gone to other hotels on this trip and everyone else was welcoming elsewhere.

I stayed at the Park Lane Hotel for the past few weeks and truly appreciate the service I received from Edita. She assisted me with my room reservation and provided excellent customer service throughout my stay. Thank you Edita!

Dirty rooms, not worth the price! Also, the valet wouldn't let us get something we left in the car and when we checked out and asked if we could leave the car, they said that wasn't allowed. But.... good location.