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December 2023 by Aleksandra Belyaeva
Everything is great. The staff is very polite. The hotel is located right next to the city center. There are plenty of shops nearby. There is somewhere to go for a
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December 2023 by Melody Black
DO NOT BOOK!!! This location is owned by the city and they won't have rooms when you arrive. They are in some deal with the Empire State location 7 blocks away- DO NOT BOOK there either. They will make you pay the Herald Square location rate that is $1,000 more than the hotel they will move you to and management will not be helpful at all. Best Western is also a franchise and the customer service line can't do anything to help you out. I wouldn't book any of these locations. It took time away from our trip and wasn't what we were expecting.
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October 2023 by Aurélie B
Pour les + : La situation de cet hôtel est idéal et le prix plutôt intéressant compte tenu de l'emplacement.Pour les - : En revanche, le personnel n'est pas aimable du tout. L'hôtel est assez bruyant, et encore + si votre chambre est à un étage peu élevé. Le nettoyage est sommaire (notamment celui des toilettes), pas de balais de toilette), le ménage n'est pas fait dans votre chambre pendant le séjour (règle covid a priori)...A noter, nos cartes de débit n'ont pas fonctionné dans cet établissement (elles ont fonctionné partout ailleurs) ==> prévoyez le coup car sinon, l'hôtel remettra en vente votre chambre si vous n'avez pas d'autres moyens de paiement.Nous avons préféré prendre notre petit déjeuner ailleurs qu'à l'Hôtel.
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August 2023 by Audre B.
My son and I had the pleasure of speaking with JUNE @ the front desk. He went above and beyond for my son and I. Check in was as smooth as can be especially after a stressful day . The extent he went is beyond measurable. I can honestly say this is the best hotel experience we have every had. I just want to thank you June for making a stressful day come to a pleasant end. I can honestly not thank you enough. If I order ahead can you come with all my Best Western stays..... LOL Thank you so very much for being an amazing person Best Western should be extremely grateful to have you
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June 2023 by Claire B.
I used to use their luggage storage frequently before I lived in the city and would have to come for business trips. It was dependable, safe, and convenient. Now, the service has drastically decreased. The last time (about a month ago) I dropped my luggage off for a few hours, I found myself constantly worrying about it and second guessing whether or not I should leave my bag there. Upon arrival, there was military personnel based in the lobby who were extremely unpleasant and appeared to be yelling at guests. Not sure why or how the quality/service plummeted so drastically.
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June 2023 by Maxime Duboc
Réservation faite depuis plus de 6 mois pour être déplacé le matin même dans un autre hôtel. Pourtant la totalité de la réservation a été payée… ils ont attendu le matin même pour nous changer comme cela impossible d annuler la Resa… aucune compensation et ils ont même osé nous demander 200€ de plus… que nous n avons pas payé…
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May 2023 by Carlos Murillo
I give them 3 stars as they have sorted out our stay before landed, bear in mind the hotel is closed, at least on and before the day i arrived 31/03. Hope they fix the hotel soon to make it available for the public
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March 2023 by Michael Kaczmarek
Do not book this hotel. When we showed up to check in we were told our reservation was canceled. After showing them the confirmation numbers they said they canceled our room because we were using points to pay for the room. We found out that the canceled multiple people's rooms to house illegals for the government. So our family was left with out a room that was completely paid for on the night we were supposed to check in. The room we ended up finding was double the cost. I would not recommend this hotel or best western as a company for screwing over a frequent customer because it was a free earned room.Noteworthy details: Our room was given away and our fully paid for reservation canceled.
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March 2023 by Ralf G.
After 9 months simply canceledFor my first visit to New York, I prepared well:Already 9 months before I booked the overnight stay at the Best Western Premier Herald Square at a good price.And now - 14 days before departure - I first receive a new booking confirmation that is $1,200 above my existing booking!Before I can act on it, the next bad news comes: The hotel cancels my booking because of "overbooking"!"Overbooking" ??? I have booked 9 months ago! Wouldn't those who booked after me be in line first?And as a replacement I am offered a simple hotel far from the gates of the city,because for the good price now nothing more is to be gotten in Manhattan.So now I am punished for booking in time and securing a good price!This is a bottomless impudence. This is not how you deal with your customers!Noteworthy details: This is not how you deal with your customers!
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March 2023 by Koel Ganguly
PLEASE DONT BOOK THEM !!!Completely unreliable. We booked them for a vacation in May last 6 months ago and suddenly they send us a email one month before vacation that they are canceling our vacation because they are overbooked. This is completely not acceptable. So everyone please be aware. I think this hotel is running a scam business. Please don’t ruin or face the same issues like we did. We had full reservations confirmation emails from them.
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March 2023 by Missus KLauz
My daughters stayed here in the Fall. I can't comment on the stay but I can on the customer service after losing an item. I spoke with a supervisor named Gehad. She went over and above to help obtain the lost item and that speaks to her( and the hotel's) dedication to satisfy their customers. Well done!
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March 2023 by Andeee Gazua
Cancelled our reservation 2 days before arrival claiming they are fully booked (liar!) Upon some google review here, they are actually under construction/renovation. Totally unethical to take reservation (and deposits) when they knew they couldn't deliver the service. Never will use Best Western brand again. HQ need to take action against this hotel and its management.
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February 2023 by Sequoya Clay
Do not book this hotel! I booked over a month in advance and read the reviews here the night before and discovered it was closed. The hotel never contacted me to tell me they are closed for renovations. I called Best Western customer service and they said there was nothing they could do that day because it was after hours. I contacted the hotel directly, and was told they are in fact closed and that I was rebooked at another hotel (which I was not informed of). I paid extra to have a large room on an upper floor with a view. I was assured I would get the same type of room at the next hotel (I was not). This whole process was so unprofessional and really put a damper on my weekend trip. I’ll never book with them again.
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February 2023 by Ross Taylor
If I could give no stars I would..... Mainly because it was closed for refurbishment... they took our booking, which we made in December for this week (in January). It's totally wrong to advertise and sell a hotel room knowing you are renovating your hotel and wouldn't be able to accommodate.Many people, like ourselves, researched hotels to decide where to book. Unfortunately the hotel we got moved to didn't have the same amenities as the Best Western.Having read reviews the day before, we were worried that the hotel was closed, so we spoke to the hotel who said they could accommodate us. On arrival, we were told we didn't have a room and would have to walk in the rain to another hotel they'd booked us in to. The Draper.... On arrival, we were asked to put down $150 deposit on the room, which we obviously hadn't budgeted for.It's just ridiculous to sell a room knowing that you can't accommodate people. Shame on you. We will be persuing this.
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February 2023 by Alexander Blak
Absolutely the worst experience I have had with a hotel. Our trip was planned months in advance, two days before we were slated to check in, the hotel called to say it is “closed”. No reason was given as to why it is closed. We were given two options: cancel for a refund, or go to a different Best Western several minutes away from where we wanted to be. We ended up staying at the Best Western Premier Empire State since our event tickets were already booked. I had reservations for two rooms. When we arrived, the hotel did not offer an explanation for the inconvenience. Our one room needed the comforter and sheets replaced because they were covered in hair. We asked for a 1pm checkout to accommodate our travel plans. The front desk said no problem. Today our swipe cards for both rooms were deactivated after 11am and we were not given replacement cards until after noon. Overall a terrible experience with Best Western. I will not stay at a Best Western again nor would I recommend my family/friends to stay at a Best Western or its affiliates.