Empire Hotel

Our stall shower was missing the sliding door. The bathroom got soaked during every shower

The rooftop deck had great views and location was good They charge you for everything and it's super overpriced. The pool was a disappointment it's as big as a pickup truck

Room very very small for paying that price. My window view was of another building like 3 inches apart. Sink wouldn't drain, remote control wouldn't work. Otherwise, the staff was nice and the bed was comfortable.

Room was frozen

We thought our HVAC was noisy, but it was really a giant fan right outside the window. It takes real stones to charge $8 for a bottle of water when Hilton gives them away for free, and you could buy one at the store outside for at least half. Very Shopworn facility

A pipe burst in our room and there was no immediate response until we called again. Then it took them for ever to get us toiletries. It has potential but the service was less than stellar. I wish they would have been more proactive in solving the issue but instead they didn't seem to care. Oh well.

Restaraunt was great, and so was the lobby bar. Room was tiny and had a terrible view of pipes and ac duct work in a courtyard.

Concierges Yuri and Chris were wonderful, excellent Noise, street and neighbors Limited storage in room for clothes Degraded conditions - peeling wall paper and paint, stains on curtains, some sloppy painting and repair work Shower door missing?

the small room, the small bathroom where the shower did not have a door.

AC didn't work for 3 night stay. They wouldn't change my room. Staff didn't really listen and wasn't interested in really solving the problem. I ended up getting sick because I slept three nights in a room where the AC kept breaking down. Wouldn't even give me a credit for the problem upon checkout. Horrible experience.

The lobby was clean and inviting and the location was excellent. When I arrived, my room was not ready. After two hours of waiting I was told that the people who were previously in my room had paid extra for a late check-out and were still there. They did not care that I paid to check in at a certain time, but was not able to get to my room. After three hours, I was given a different room. The room was small which I expected since I have traveled to New York many times, but it was entirely too small for three people. It may be fine for a couple with 1 bed. The décor of the room was good, but the room was not up to my standards for cleanliness. The drapes had stains on them, the air vents had mold on them and the shower floor was dirty. On our third day, I started smelling a sewage smell after a shower. It got worse over the next two hours, so I called house keeping. They came and said I needed to be moved. The new room had clean drapes, but the rest was the same except the view was downgraded. Another thing to note was the elevators were broken. The day we arrived, all the elevators were broken and everyone had to take stairs with luggage. The rest of the days ranged 1-2 elevators worked. The roof deck is nice, but beware if you plan to use it at night, you will probably not be able to access the roof deck. All 5 nights we were there, it closed around 8:00-9:00 for a "private party". We later learned from other frustrated guests that they closed it for the club that is in the hotel. It is possible that I was there on an "off" week because every guest I came in touch with was complaining. I am in the hospitality industry and understand things happen and establishments have "off" weeks, but the one thing I can't tolerate is poor management and rude staff. Not one person I came in contact with was accommodating or even apologetic. I believe the hotel has great promise, but the management needs to be changed.

cheap décor, poor service, terribly small rooms, noise (guests get the ear plaques !!!!). First and last stay.

I booked a room with 2 queen beds through Kayak, I received a confirmation from Kayak - Room Type = Double Queen Bed. When we arrived at the hotel I was told that Double Queen Bed means you can sleep "2" people in one bed. So is this a typical bait and switch? This is how I felt about it. They were not accommodating about the situational, after about 8 hours, and asking several times if we can help us out in any way, we found a blanket and pillow on the floor next to the bed. They did offer an upgrade for an additional $60 per night but it would have only been for one of the two night stay so we would have to switch rooms on our second night. The manager on duty told me that I should be contacting Kayak for this as it was not there mistake. Ok I can understand it may not be your mistake, but I am staying at your hotel making me a paying guest. That in itself shows the lack of professionalism form the on duty manager, Kahneeta. The fact that she wouldn't call Kayak and inquire about a possible issue with how rooms are being displayed on Kayak's website clearly shows how much she cares about her guest's experience and frankly for her job. I will not be staying at the Empire hotel on my next visit to New York nor would I ever suggest it t o friends. Kayak, I've used your service several times in the past without issue and enjoy your services. Please address this issue as it is not fair to your clients....

I loved the rooftop pool deck - although it was severely understaffed for a busy weekend (and they were hosting World Cup parties!) The design of the hotel and the location are pretty fantastic. While the design is beautiful, it is showing a bit of wear and tear. Service was extremely lackadaisical - waiting an hour for a bucket of ice is unacceptable. Other times we had to call down 3 times before we received what we had asked for. In some cases they were less than gracious at best and just rude at the worst. They just did not seem very organized at all.