Hotel is old. Rooms are small and do not look like photos in the advertisements. Add coffee machine and microwave to room. Use different shower rod so bathroom door dies not bang into it. Add better lighting. Too much mood lighting. Not enough counter space in bathroom. Add a trash can on each floor by the elevators. read more

5 star experience from start to finish. We took the kids here for a Christmas trip and everyone was super friendly, the hotel had a cool vibe, and the restaurant on the roof top was delicious as well. Easy walking to Times Square and Central Park. We will be back! read more

This is the 2nd time I've stayed at Theta. I love a kimpton property. They have free wine happy hour during the week 5-6 and it's great!! This one is very close to Times Square so it is a lot more accessible to that area if you need that. The soundproof is decent but not perfect. You can still hear lots on the street. Overall, this is a very generous sized hotel room with very beautiful and comfortable furniture for being in the heart of Manhattan. read more

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Overall it's a pretty nice hotel. It feels very modern. The location is great and the staff is very well-adjusted to providing great service. The breakfast service in the restaurant on the upper level terrace was very good and had plenty of options to satisfy all palates. The rooms were comfortable and offered ample space. I have to say that I am fan of this hotel and location in midtown, close enough to Times Square but not too close to caught up the madness over there. It's right near all the action of Hell's Kitchen so it's the best of both worlds. read more

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Excellent hotel... great customer service. I've always like Kimpton hotels especially the one in Miami's Brickell district. read more

Kimpton Hotel Theta - Hotels Near Me - New York, New York

I almost didn't stay here based on negative reviews. So glad I gave it a try. The is my 17th trip to NYC in 5 years and the first time at this hotel. Seriously, the person that checked me in was the nicest hotel staff I have ever dealt with here. Usually, NYC hotel staff are very cold shouldered but this gentleman was very kind. The hotel is great and the room is a decent size. I don't understand the previous complaints about noise because this is a city! Lol. You have to travel with a white noise machine if you need to drown out city noise. Anyways, I think this hotel is fantastic. read more

I agree with others about the poor customer service here. The male front desk staff were polite and welcoming, but one female staff member Princess was the complete opposite, rude tone and demeanor. At 2:45--just 15 minutes before regular check-in--she asked if I had paid for early check-in and didn't even bother checking if a room was available. It was only after I asked if I could at least get a key to use the restroom that she finally looked, and then discovered our room was actually ready. She went over the amenities without a smile, came across like she didn't want to help, and one of the keys she gave me didn't even work. Later, I was in the elevator with one of her coworkers who admitted that "sometimes she's nice," which made me wonder how management tolerates such inconsistent behavior in a customer-facing role. What concerned me most is that I noticed guests ahead of me were checked in immediately without additional questions, while I was challenged about early check-in even when we have the hotel status which gives us eligibility for early check-in. After reading another review mentioning racial bias from this same staff member, I sadly believe that could be true. I raised my concern and sent an e-mail to management at mpandaleon@hoteltheta and info@hoteltheta but NEVER heard back, which makes the experience even more disappointing. The front desk sets the first impression for a hotel, and with service like this, I would not recommend staying here. read more

Iʻve stayed at a number of Kimpton Hotels and this one lacked some of the amenities I had become accustomed to but still it was a nice hotel. The location was excellent for going to the theater, Times Square, Rockefeller Plaza, and more. The room was very comfortable with a nice bed, table and seating. The bathroom had a walk in shower. There was a safe, ironing board, iron and robe available. They offer to provide something you might have forgotten which is nice. They have coffee available on the ground floor in the early morning but none available after that. They have a few snacks and drinks you can purchase in the lobby area. The lobby itself is pleasant. If you need a ride to the airport, they have SUVs outside that I was told charge $95.00 but cabs are cheaper. The restaurant is on the 15th floor and you have to go up some steps to get to it. They do have an evening social get together from 5-6 but didnʻt have the chance to go. It was a pleasant stay and would stay there again. read more

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Lovely mid size hotel in the middle of the theater district. The staff were all so nice when we checked in or had questions. Happy Hour was a definite plus! Room was clean, good size ( although the outer windows could use a cleaning ) we didn't take advantage of the bicycles or Rooftop Bar - but great to know about. Would definitely stay here again read more

Great location, clean and neat. Parking next door was a bonus. Front reception can be better, I was waiting in line to pick up my room keys and another receptionist was checking an airline crew, when she finished checking them all, I went to her station and she asked me if I cwas with the crew, I explained that it was not the case but I saw that she finished with them, very rude she told me that she was only handling the crew. She could have been polite with her communication. Breakfast was disappointing, the food was not quality. I asked for a Bloody Mary and their mix tasted like Spaghetti sauce (not kidding!), Connor the bartender was sloppy and inattentive. read more

Very solid NYC property at a fair price. The location is very central and convenient. Very close to the theatre district but not in the midst of the craziness. Staff members were very pleasant and helpful. The room was well equipped and comfortable for the cost. It wasn't a luxury property, but clean and has everything you need. Lobby is nice and bright with work and seating areas. Love the daily happy hour. Snack bar was convenient. Restaurant has a pretty rooftop deck that's worth checking out. read more

No words. This hotel has got to be in the top three worst New York City hotels I've ever been too. 1. Parking, the people are beyond rude, they seem mad at the world and the people in it. Not to be obnoxious, but those visiting New York City are PAYING. YOUR. BILLS. Maybe a sweet little "hello" before screaming your head off. 2. Checking In, for some reason the lady in the front said check in's are only available AFTER 3 pm. But when the white family behind us checked in, suddenly POOF! All of the rooms were open and they got to sign in at 1:45. (Racism against Asians at its finest :P) Also, the guy in the front right next to the lady, was super kind, and normal. He helped us sign into our room, at a crisp 2:30. 3. The Rooms, TV doesn't work. AC is absolutely useless. We aren't broke either, we have a nice room. But the quality is SHITTY. read more

Kimpton Hotel Theta - Me praying for society after front desk lady. - Hotels Near Me - New York, New York

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Walking into this new boutique hotel is an experience that engages all your senses, immediately setting the tone for another unique and personalized stay. The lobby is a uniquely curated space that reflects the hotel's unique personality and design aesthetic. It feels vibrant and exclusive, unlike the often-impersonal atmosphere of larger chain hotels. The reception area is lively and elegantly designed, with a friendly staff member ready to assist you. Walking into the room, expect to be greeted by a space that is thoughtfully designed for comfort and style. High-quality linens, plush pillows, and a comfortable mattress promise of a restful and quiet stay. Unless someone two doors down gets locked out of her room and requests the staff break down the door to get in, there is nothing like the sound shattering wood in the middle of night. The location is great, away from Time Square, closer to Hell's Kitchen and many of my favorite haunts such as Don't Tell Mama, Sicily Osteria and the Three Monkeys. Cheers!! read more

I appreciated the intimate and modern atmosphere of the Kimpton Theta, it was a nice respite in the heart of a busy and touristy theater district. Staff was excellent, building was as quiet as can be in midtown, and the complimentary afternoon wine and breakfast buffet were a nice touch. We were given a room with an ADA bathroom, which made showers less than relaxing. There was no actual shower, just an alcove with a short curtain so water ended up covering most of the bathroom floor, and a bath mat was not provided until we requested one. We also had a problem with smokers near us that was never addressed. If seeing shows is your focus, you can't go wrong with this one. read more

Excellent hotel in a great location! I recently stayed for 4 nights and was impressed by how friendly and helpful all of the hotel staff were during my visit. The lobby is large and clean with plenty of seating, so it was easy to find a spot to get some work done. The rooms are clean and spacious, but the hotel does not have room service. There is a rooftop restaurant and plenty of options in walking distance to grab something quick to eat (or you can order delivery). read more

Visited in June. Three nights here. The room was musty, hot, and stank. Gnats all over the ceiling. Had the AC down to '65' couldn't be cooler than 74. Our kids room was 78. Not only was the staff rude when we tried to address it, but then when one of the elevators went down the guy yelled at my son who was just not paying attention. The rooms Just weren't worth the price. Water damage in the bathrooms. Just zero pride. For a Kimpton it's a total disgrace. The rudest staff. The hottest and mustiest facility. read more

Worst hotel experience ever. Impossible to contact customer service and when you do get in touch with someone they are unhelpful and rude. Stay somewhere else/ there are plenty of nicer hotels in the area at same price with wayyy better service read more

What a great find!! When we decided to go to NYC again, we immediately went to reserve a room at the hotel we stayed in last year only to find the rates had TRIPLED! So we started searching for a new hotel and stumbled upon the Kimpton Theta. While the room was not cheap, it was half the price of the other hotel. The other plus is that it had opened less than a year ago so we new it would be clean and fresh. When we arrived with our luggage, there was a doorman that greeted us and directed us to the front desk. After a brief wait, we were warmly greeted and provided with our room keys along with other pertinent information such as their nightly social hour with free wine, when there would be free coffee in the lobby, and the free use of a bicycle if needed. She also apologized that the hotel restaurant and rooftop bar were not yet open, which I found odd since the hotel itself opened in the fall of 2023. Our room was clean and well appointed. The room, while small, felt spacious and the sofa by the window provided a great place to lounge and relax. The bathroom amenities were nice and the blow dryer was one of the best I've ever had in a hotel room. There were a few downsides, thus the 4-star review. For one, there were some cosmetic issues. The bathroom door had peeling paint near the back edge, obviously a result of not letting the paint fully dry before closing it. And there is no coffee maker in the room! Yikes! Yes, they have free coffee in the lobby, but only until 9am. I guess that's perfect for business people who are staying there, but for us vacationers it was a letdown. Thankfully they had a window in the lobby where you could purchase a variety of coffee drinks and pastries but that still doesn't excuse the lack of a coffee maker in the room. And while the lack of restaurant or bar wasn't a deal killer, it would have been nice to be able to grab a bite to eat or a cocktail on site during our stay. Overall, we will stay here again in the future as we loved the location on 8th Avenue. It was just far enough away from the hustle and bustle of Times Square plus we had a subway entrance on the next block that got us almost anywhere we wanted to go in the city. read more

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Clean and bright hotel just a few blocks from Times Square - just far enough to be away from all the congestion. All Broadway theaters are close by and there's plenty of dining options around. I walked to Central Park every morning via Columbus Circle - so easy. This hotel comes with all the Kimpton benefits - free coffee served in the lobby, wine hour on the rooftop, and special perks for loyalty members. Highly recommend this hotel. read more

There are not enough positive superlatives to adequately describe the staff, accommodations, and amenities, and ambience of this treasure of a hotel! Princess, at the front desk, was truly a princess and did everything in her power to make sure our room was wonderful with a lovely view of the city to boot. She is awesome! The hotel is within walking distance of terrific theatres, tremendous eating establishments, and Times Square. As I said, it's a gem! My daughters and I have stayed here twice and plan to stay again the next time we make the trip to the Greatest City in the world! I recommend staying here to make one's trip memorably magical! read more

Very nice hotel! Super close to time square! I'm talking steps away from the hotel. Hate I only got to stay for one night. The cruise terminal is less than 10 mins away, one of the reasons I chose to stay here. The door men and the front desk staff were very friendly and helpful! It's a bike in the lobby you can use complementary, if you choose to take a bike ride. The rooms were cozy and clean, they also had bath robs and slippers for you to use. There are other great features to this hotel , unfortunately I didn't get a chance to explore them all due to me arriving late and leaving early the next day. I definitely recommend staying here! read more

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I was worried based on the reviews but glad we booked! We had no issues and loved the happy hour and breakfast as we had kids and our dog with us. The hotel was clean and the beds were very comfortable! read more

WARNING: $47 / day extra fee even if you already paid in full! Watch your back! Stay away or they will screw you over! They also lost our reservation and took a long time to find it again before we could drop off our luggage. Please just keep in mind they are much, much more expensive than they seem when you are checking out. Just settling in to the room now, trying to stop fuming about this so I can enjoy the rest of the trip. read more

Beware of fraudulent fees with this hotel. Hotel Theta charged us for a "smoking in room" fee even though we are non smokers (and very anti smoking). When we called the manager "Steve" to dispute the incorrect charge (found after we checked out and reviewed our statement), the manager was rude, did not believe us and would not waive the over $500 fee off our statement (we had to resolve with our bank). It makes us believe that Hotel Theta is in the business of charging incorrect fees on your statement hoping you won't catch it. I do not recommend this hotel. read more

Love this location and have stayed here a few times now! My biggest complaint (and it's nothing big) is that the complementary coffee is only available 6-9am! After that you pay $5+ for that same cup that was free before 9am, and it's not great coffee. However, you can request a Keurig for your room if you'd like to go that route. We've had spacious corner rooms, but I'll admit that my husband has IHG status so it could be the upgrades that make our rooms spacious? I'm honestly not sure what the inside rooms look like, but ours have been great. We just went 12/7/24 and it was the first time the rooftop bar/restaurant was open for cocktail hour, which offers a free white and a free red wine daily from 5-6pm. Previously this was offered near the lobby, where there are games (chess anyone?) you can play if your waiting for that slow poke in your party. Our beds have been comfy and the shower pressure is good (yes, that's important to me). We will keep this property at the top of our rotation when we go to NYC, keeping in mind we always choose an IHG property. Kimptons are often more modern/updated compared to Crown Plazas, Holiday Inns and Intercontinentals. We love the location and can easily walk to Times Square or Rockefeller Center so that we are close enough to the festivities, but not right upstairs from it. Some of the staff recognize us now and make us feel extra welcomed when they see us! read more

Well the room itself is okay but the bathroom is smaller than many closets. Most significantly, there is major construction immediately next to the hotel and at 7:00 a.m. this morning I was awakened by it. I'm staying through the weekend so my hope and prayer is that on Saturday and Sunday it will not be ongoing. But if it is, I'm going to have a conversation with the front desk. I am even on a so-called high floor, the 12th floor, and the noise is so loud and disruptive it is as if I were standing next to the construction site. read more

Kimpton Hotel Theta - Construction!!! - Hotels Near Me - New York, New York

Average rating of 4.5 stars are no kidding. Room is nice, clean, and cozy. Everyone in hotel staffing is genuinely nice. Yes it's an older building water pressure isn't at its best but it's understandable. In particular what drawn out for something extraordinary is the hotel guest experience. Text messages came everyday asking if everything are good and further service is needed. I vented the disappointment there isn't a coffee dispenser next to the ice/water machine. Noel stepped up right away by having housekeeping delivering a coffee machine to the room. What he did isn't just a simple gesture. It's an act of professionalism he went out of his way to assure satisfaction. Thank you Noel! You made my trip here even more pleasant!! read more

Kimpton Hotel Theta - Noel could simply apologized and move on. Instead he stepped up to assure guest satisfaction!! - Hotels Near Me - New York, New York

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Second time staying at this hotel this year. Great customer service both times. Novéa was great in checking us in and was very welcoming. Spacious rooms (especially for Manhattan). Very clean and comfortable. Can't wait to come back again! read more

Check in was abrupt, un-welcoming, and a bad start to an even worse stay. Was given a connecting room and could hear everything going on next door. TV didn't work properly for the entire stay. Engineer couldn't fix, and mentioned other rooms experiencing the same. Went back to reception as not resolved and was told it was the first they had heard of this issue affecting other rooms. Needless to say the issue was not sorted and every channel constantly froze. Breakfast - no restaurant on site so was given a $25 gift card for a diner up the street. Try getting breakfast for this amount = impossible. Asked for a late check out (2pm) and was told I would have to pay $50. Being Diamond elite was surprised. Pushed back and said I wouldn't pay it and if an extension was indeed available it should be free. Was eventually given it. The above and a few other matters were reported whilst on site - was advised these would be escalated to the front office director whom would be in touch "very soon". I'm still waiting. Ended up escalating everything to IHG directly once I returned home. Not a Kimpton experience I'm accustomed to, and won't be back. read more

10/10 do not recommend. Booked this hotel through booking.com as a queen room, they sent it to the hotel as a king bed. Hotel staff was a disaster trying to get the accommodations changed to what we originally booked. To which they "upgraded us to a queen room w two queen beds" but we were gonna be charged 35 dollars a day extra. The room we originally booked. The tub was clogged, the sink was clogged. Maintenance came out twice to fix it. When speaking to the manager RJ his response was well you weren't dealing with this long. We showered in our dirty water to get to dinner but okay. He was extremely rude and explained to us that they already upgraded us... to the room w booked and were charged extra for. And if we have any issues we can pack up and go elsewhere. They literally do not care about standards or customer satisfaction. All mister RJ should have done is say I'm sorry if there are any issues we will fix it in the morning. Instead he was extremely condescending and rude. looks like we are not the only ones who thought the front desk staff where arrogant based on reviews. read more

Really nice newly renovated, reasonably priced hotel. The rooms were spacious for NYC, and decorated very nicely. The bathroom was pretty small, but fine for one person. Hotel staff was professional & very friendly. They knew how to make you feel welcomed. Great location, close enough to everything to walk to, but far enough away from everything. Plenty of places to dine right outside of the hotel, up and down the street. Paid parking is right next door. A 20 foot walk to the hotel door The restaurant wasn't open yet. They had a store cafe set up in the lobby area, and a walk in mini-store set up near the front desk, for beverages, beer wine, and snacks. There was still some construction going on. I'm guessing on the higher floors from the sound of it. The noise from the work was minimal. Every once in a while you would hear a hammer during the day time. Nothing too alarming. Early evening, night & morning, no noise at all. My only complaint was I made my reservations 6 weeks in advance, December 18th. Our reservation was for January 28th, to the 30th. As I was making the reservation, I requested the two rooms I needed for this trip, to be next to each other, or on the same floor. When we arrived they gave us the key cards. The rooms were on separate floors. The type of corner rooms I reserved are right across from each other, at the end of the hallways, so there's no real reason not to be able to do this. Pretty inconvenient. I did let the front desk know as soon as they told us our room numbers, I requested the rooms to be next to each other, or on the same floor. She was nice about it and said they can only do something like that if the rooms were reserved at least a month or more in advance. I let her know I made the reservation 6 weeks ago. She said there was nothing they could do right now. They had enough time to make the proper arrangements to have this request fulfilled. Not paying attention to reservation requests cost the hotel one star, almost two stars due to the inconvenience this caused. I'll definitely stay there again when I go back to NYC, and stay for a couple of days. read more

I do not recommend this hotel, while the location is good and the rooms are nice, the hotel issues surprise charges nearly a week after checkout. The hotel claims someone was smoking in our room, during a time when we were not even at the hotel. They charged us nearly 600 dollars and are refusing to do anything about it. Please save yourself and find another hotel. read more

This hotel was amazing. Thanks for the best nyc experience. I had an 8 and 9 year old and we were close to everything.

The rooms are nice and housekeeping is good, but that's the only positive thing I have to say about this hotel. The air conditioning was broken for the whole hotel for most of the week we stayed there (June 16-21. 2024), elevators worked intermittently, fire alarms blared incessantly, and the hotel manager (Joe Griffin) promised a 2 night refund for half of our stay which he never followed through on and later denied. Please save yourself a nightmare and avoid this hotel like the plague. read more

Hotel it self is nice, room was nice n clean... down fall is you are taking a shower and the tub fills up with water!! Everyday of our stay maintenance came to fix and then I would take a shower n same thing would happen! Just Gross! My husband being a Diamond member you would think that they would move us or comp a night for the inconvenience.... But nothing! Am front desk staff are rude and don't care. Stay somewhere else! read more

Had the best time here!! Beautiful hotel close to Time Square and Broadway. We had two queen beds and the room felt spacious for NY. Very clean and new. Friendly staff too. I would definitely stay here again!! read more

The overall hotel was great. The location was in a lively spot of Manhatten but that is what we wanted so we could easily walk to Central Park in the day and to food places to eat and also easy access to taxis and Times Square. The front staff was so friendly and welcoming. The hotel was booked out , so the room I booked online was not available with the extra sitting area and it was the simple room with a king, but it was still nice. The decor was modern and cute. The front street view of the hotel is kind of hidden and not a big presence, but simple and nice. The bed was very comfy and even though it was loud with a fire station close by and being NYC, we put on our white noise ocean waves on phone and conked out the first night. The second night could hear the adjoining room people blowdrying their hair at midnight. So request non adjoin room if available. The black out curtains always help, as well as the comfy pillows. The people watching from the 5th floor city view was fun. The rooftop lounge was perfect and went up both nights and had my complimentary glasses of vino with the beautiful sunset skies and twinkle lights and posh ambiance. Only downside was the food is limited and little fancier and no options for teens. But overall was a great plus to go chill and have a glass of wine. Did have the crostini's for an appetizer which were yummy. The last day we wanted to spend the day in the city so got late checkout and then checked our bags and items with the front and they were so helpful and kind. We came back and hung in the lobby and ate our pizza from Rays's around the corner which was so good! Overall I would stay here again! read more

There is a previous review that Yelp is not showing - odd because I had the same experience. How I wish I had read the review here! (Yelp don't hide these reviews!). This is exactly what I went through! We were put in a room on the top floor directly under where the construction is going on. I also was awakened early to very loud construction noise. Totally not what I've come to expect from a Kimpton Hotel. We have been moved to a lower floor so I hope it's not the same tomorrow morning. The staff had to check on what I was even complaining about as they seemed unaware of the noise! It isn't just a little construction noise but full on banging and drilling. You can't even be in the room. I feel like we should get our room comp'd for last night. They said we had to move out of the room ASAP so they could clean it and put someone else in it! Yikes no one should have to be in that room or probably on that floor! Update: when I asked for a reduction on the rate for the night on the top floor I was told no now that I wrote the review they won't do anything. Nice not even to try to earn our business back? We are in NYC at least twice a year. It was Yon the manager who refused to do anything with the bill and when asked why they would put anyone on the floor under the construction he said they don't know when the construction is taking place. The hotel is doing the construction so that seems like an easy fix. Just talk to the contractor. Because of this experience I probably won't stay at a Kimpton again. We just stayed in two in the last 5 months - they were becoming our hotel of choice. Oh and when I asked the front desk if they had change ( for bellman) I was told no we don't have change we aren't a bank ‍ - nice response. Final problem was that billing was incorrect. I was given a final bill upon check out and that amount was charged on our credit card. Then another charge appears for an extra $120.51 without any email explaining what it was for. I have to then take the time to call and try to find out what this was and explain why we need a revised invoice. Most of this was to be paid by my husband's employer so need a breakdown. I think any additional fees should be sent by email with a revised invoice without me having to call to ask for it. This hotel is not ready for prime time sadly and is not up to Kimpton standards. read more

Do not stay at this hotel or any IHG property! We were charged a fraudulent $500 smoking fee. Based on the three Google reviews within 4 weeks of my stay with the same problem! On the first night there a smoking detector indicated the presence of smoke at 11:53 PM. We were with our 2 year old after a very long travel day. I was in bed with my toddler hours before this, and my wife was out with my sister because it was the night before the wedding. They did not tell us that they detected smoke within 5 or 6 hours after we arrived for a 4 night stay like you might expect if they were worried about damage to the room. Instead I receive an email with a "smoke report" and a $500 bill. We are not smokers, and we have never been smokers. No one has claimed the room smelled of smoke or any other sign of it. Even if we did smoke we would not do it in an enclosed space with our young child. I responded to the email with a full explanation to which the management team did not respond. I called and left a message with management, and did not speak to anyone until I called back hours later. The manager directly lied to me. He told me that their system is automatic and that once it goes off there is nothing they can do on their end. He told me all I could do is contact my credit card. I asked him directly "Are you telling me there is nothing that you or IHG Corporate can do?" He said "yes." I then call IHG corporate because the idea that they could send out a $500 fee with no internal control made zero sense. I was given a case number and told that someone would call me back no later than 48 hours later. After 48 hours I called them back. I told the IHG guest representative what happened and what the manager told me. After the guest representative spoke to the hotel he told me that "they were standing by the hotel as they had evidence" and they would not reverse the fee. Which made it clear in an instant that the manager directly lied to me. The sad thing is before this happened we loved the hotel and fully intended to stay again and recommend it to anyone we knew. Then we received this fraudulent charge, and I had to spend the first half of my day back at work trying to get this handled. Just for them to lie to me, and insist they have evidence when based on recent reviews there is clearly an issue with false positives. read more

If I could give 0 star, I would. As soon as we walked in, the room smelled like dirty towel. I called to ask for a quest service, the front staff said he will send someone RIGHT UP. We waited without getting our stuff settled in case we have to change our room. I waited 10 minutes before I called back as no one showed up. Now a lady answered and said "What is it that you need?" What a way to talk to a customer!!!! She was rude and I did not want to explain the details since she could have been at least a little more polite. I just told her "I am waiting on the housekeeping and its been 10 minutes since he said the house staff will be RIGHT UP" As she was adamant and act like it's only my problem and she can't never figure out what happened, I ended up explaining that the room smells like dirty towel and I was waiting for a housekeeping. Then, I was told someone is "ON THE WAY". Come on! It takes all these rudeness to simply tell me "Someone is on the way" ?. I waited another 15 min and finally had to walk down myself to see where the help is. She started being very rude while I was talking to her. The other front desk staff said " You are being rude and I am witnessing it". Then when I asked to speak to the manager, she stood up and walked by me shaking her head like she wanted to say " You are stupid and being unreasonable". Such terrible service. I will never come back here. The only good thing was that the manager knows how to handle the situation. I think my complaint was legit. If they said, they will send someone "as soon as possible" or explained the house keeping is busy and I would need to expect a bit of wait, I would have waited. "Right up or on the way" does not mean 35 minutes of wait. Having such rude staff who like to argue with customer is just terrible. Terrible, terrible, terrible! read more