I typically don't write hotel reviews, but my experience at this hotel was significantly incompatible with its Hotels.com score, prompting me to provide the lowest possible rating.
Firstly, the hotel lacked heating during our entire trip. Despite our persistence, they only provided us with a space heater as a solution.
Secondly, our room's lock was consistently problematic. On the second day, our access keys stopped working for the room door. They attributed this to a battery issue and replaced the lock's battery, which temporarily resolved the problem. However, two days later, the lock again stopped responding to our access keys, resulting in us being locked out and waiting in the lobby for a couple of hours.
Also, the absence of blackout curtains was a major issue. With a window facing east, the room became excessively bright in the morning, making it impossible to sleep in.
The sound insulation in the hotel was exceptionally poor, as we were constantly disturbed by street noise. While noise is expected in a city like NYC, I have never encountered such a high level of disturbance in any other hotel, even those with lower price points.
When checking out, I needed a printed copy of the receipt. However, there were issues with their computer systems, resulting in a delay in receiving it.
While individually most of these may not seem like significant problems, experiencing all of these issues during our 4-night stay raises concerns about the overall quality of this hotel.