Ace Hotel New York

Very Poor
Traveller Type: review category business travellers
  : Nothing. It bad no ac & I got bed bug bites
  : Nothing. It bad no ac & I got bed bug bites

Very Poor
Traveller Type: family with young children
  : Only positive note was that the bed was comfortable. Although, one of my pillows was dirty/had a stain.
  : Overall negative experience. We arrived at noon. Too early for check in as we knew and told to return at 3pm. We stored our bags and went off. We returned to the hotel at 4 pm. Different employee at reception didn’t say hi and was not welcoming. I told them we were checking in and they checked the computer. They then walked away to speak to another employee. I overheard that the room was not ready as it was still in dirty status.. Hotel check in time is 3pm, this is unacceptable. The employee then makes a phone call to ask if anything, anything at all is available, sounding desperate. Now I have a bad feeling as I’m not getting the room I paid for. Employee handed me the key cards and pointed in the direction of the elevator. Did not give me any other information about the hotel or facilities or housekeeping or even the WiFi. We then head up to the room. I see a note addressed to another client (which this room originally belonged to). The light in the bathroom does not work. I go to wash my hands and the tap is spewing brown murky water. I leave it to run for a few minutes and no change. I call down to reception, no answer. I try again and I’m immediately put on hold. 10 minutes pass by and I’m still on hold. I hang up and try again. Finally I get through and it is the same employee. I hear a heavy sigh. I ask about the tap and they say it’s normal as the hotel had a water main leak the previous day. Would have been good to know.. I was advised to leave it running for 5 minutes and then it would be clear. At this point it’s been running for 25 minutes, it is still brown and murky. After another 30 minutes of running the water, it starts to improve. Thermostat display was not working, there was no way for me to adjust the air conditioning. My pillow had a stain. No smoking signs everywhere but somehow the hallway smells of lingering cigarette smoke. I honestly wanted to leave and stay elsewhere. I have never had a negative hotel experience like this before. REGRET!

Good
Traveller Type: solo traveller
  : The room I had this stay was absolutely tiny for $500 a night. It was almost funny how small it was. I would seek more info about the room you are selecting before your stay, because I have had very different rooms in the same hotel.
  : The room size, the dimness of the lobby, the lack of bar menu after a certain time (food menu).

Wonderful
Traveller Type: family with young children
  : It was cool and very NY!! It had old features which we loved and a big fridge:) Location couldn’t have been better!
  : We didn’t really use the communal area as it was too cold and dark and the music was quite loud.