Alice Tully Hall

We arrived at the hotel around 11 PM after a grueling 4.5 hour trip from Boston so really just needed to get to our room and decompress. I knew we had to check in at the lobby (despite assurances that everything is done online by the website) because when I tried to check in virtually, the payment did not go through (for no identifiable reason). We could not enter the building. Literally at all. The door was looked and required a passcode to enter and because we did not receive our access code on account of their payment processor was not working online, we were stuck outside, in the rain, on a random LIC dead end street at 11 at night. There was no one sitting at the desk (you could see through the glass doors) even though there was a note saying “will be here at 11 PM” taped on to the front of the desk. There was a CS number listed I tried to call and after a few rings, the rep told me the receptionist must be running late but he will check where he is and call me back. He called me back 5 minutes later and explained the receptionist will be another 10 minutes late and that he was sorry. Thankfully, another guest approached and was kind enough to let us wait inside. The guest also said that the online payment did not work for her either. 12 minutes later the receptionist arrived, and checked us in. The room was big but clearly had not been maintained well. The walls were gross (need paint), random glue/tape on the floor, and lighting terrible. Bed was fine. Will not return.

The managers need complete retraining or higher managers that are way more capable in dealing with customers and not fighting and arguing with them and telling them they’re wrong

The best airbnb Ive stayed at in New York with the best price for our family of 6. The place was so clean, amenities looked brand new. It had a homey feel to it, my kids didnt want to leave. We will definently be booking again in the future.