455 Madison Ave, New York, NY | Directions 1002240.758148 -73.975342
Daily 24 hours
Neighborhoods: Midtown, Midtown Center
Terrible Customer Service – I booked two rooms to stay at the New York Palace Hotel for a trip to NYC for my mother’s birthday on October 17-18, 2009. I made the reservation online at the hotel’s website and clicked that I wanted to book 2 rooms— one under my husband’s name and one under my father’s name. My husband and I had previously stayed at the New York Palace in 2006 and we enjoyed our stay.
Unfortunately, our plans changed and it was necessary to cancel both rooms. I was aware that cancellation was free of charge if done by October 16, 2009 at 12:15 pm. On October 13, 2009, I logged onto the New York Palace website and realized that there was no way to effect a cancellation online. I called the telephone number on the website, 212-888-7000, and informed the customer service agent that I would like to cancel my reservation for two rooms. I was told that the rooms were cancelled. On October 27, 2009, I viewed my credit bill online and noted that I had been charged $496.92 by the New York Palace. I called the New York Palace billing department to dispute this charge, as I had previously cancelled my reservation. I was informed that they had a record that I had cancelled the room reserved in my husband’s name but that the room reserved in my father’s name had not been cancelled, and thus was charged as a “no show.” Obviously, this was an error on the part of the customer service clerk. The person who I spoke to asked that I send an email in writing and she said that she would look into it for me. I was informed that they had no record that I had cancelled the room in the name of my father and they could not credit me for the no-show charge. I disputed the charge with my credit card company and was again informed that the hotel had no indication of cancellation of my father’s room in their system. I am furious— obviously it was my intention to cancel both hotel rooms and I should not have been charged for the no-show. Any error in properly cancelling both reservations is the fault of the Hotel’s customer service clerk, not mine. However, because the hotel had no record of the cancellation, they would not refund the money, leaving my credit card company with no recourse.
It is unbelievable that the New York Palace Customer Service refuses to take responsibility for their error and refund my no-show that I legitimately called to cancel prior to the deadline. I can only imagine how many people are being screwed by the New York Palace Customer Service/Billing department.
Beautiful... – Can be expensive but if you've got the money its well worth it!! one of a kind in nyc!!!
Very Comfortable – Bed was amazingly comfortable and the bar scene was great. I really enjoyed everything about the atmosphere here. Would come definitely stay here again!
Avoid this hotel if you like good customer service – After a red-eye flight and over 24 hours of no sleep, the hotel refused to accomodate us and made us wait for hours before allowing us to check in. They had absolutely no sympathy and paid no attention - their customer service is non-existent. Although the hotel itself is very nice, the lack of customer service will definitely prevent us from staying here ever again. The front desk staff were pretty much helpless, and the manager had no clue.
Gilt is good – Good menu at Gilt. Good service. Tasty fries and pates. Good wines albeit mostly imported. Wonderfull atmosphere. Gorgeous decorum.
Great food,wine and memorable expreience overall.
An Italian palace in walking distance from St. Patrick's Cathedral. – The Scene
Guests enter this hotel through tall iron gates via a courtyard lit by Florentine lanterns. The heart of it is the Italian Renaissance-style palace designed in 1882, and its primary occupant is Gilt restaurant. Public spaces are rich with architectural details including coffered ceilings, bronze dore moldings, mosaics, murals and stained glass by Tiffany. Fireplaces include a beauty in the upper lobby crafted by Augustus St. Gaudens. Off the lower lobby is Istana, an American brasserie.
Since the royal family of Brunei purchased the hotel from Leona Helmsley, rooms have undergone a total renovation. Accommodations are largely located in the artfully integrated, 55-story reflective glass tower. Rich woods and marble baths grace rooms on the top floors; guests in these enjoy a private reception area, butler service and room service. The Executive level lounge serves a full American Breakfast, snacks and evening cocktails.
I'd rather have no service at all then bad service – I was a frequent customer at the NY Palace Hotel. Undoubtedly, it is one of the finest hotels in terms of design. A former mansion, it has much of the charm of its original state. The staff for the most part is fine. The doormen are excellent; they have a tendency to remember repeat customers. The rooms are scrupulously clean and I think only once did I find a room less then so. Even then, it was not an issue. There are minor problems with some of the desk staff. One woman refused to make change for me, until a co-worker interceded. Or another time, a man at the desk cancelled my reservation by accident. The problem with the hotel is uppermanagement. On my final visit to the hotel, I went to the Executive Lounge, where I always go on every trip, and went to take my breakfast. The dress is generally casual. I've seen people in there just coming from the hotel gym, shorts, jeans, etc...
When I was approaching the Lounge, I could see a girl in capri jeans climbing over chairs, and others dressed fairly casually. I was dressed in a polo shirt and khaki shorts. I was told by the man at the desk that my outfit was unacceptable and I'd have to change. In shock, I turned to leave and he then admitted
several people in shorts and sandals (I had sneakers) and one woman in a white, terry clothe shorts outfit. When I got home I sent an email asking why I wa singled out. The manager, Patricia Rachiele
sent me general apologies, but refused to address the issue at hand. She tried to "make things better" with a free upgrade, but that was not what I wanted. I then asked for the hotel manager, John Segreti to answer my question. He did not, all he did was offer me a free night. Again, not what I wanted. When I asked for the name of the employee, I was refused. When I asked for the contact of the Sultan of Brunei's corporation which owns the NY Palace- I was refused. Is the staff afraid of the owner hearing about bad service? They never responded to my travel agent either.
great service – Our room looked out over St. Patrick's Cathedral and the light dusting of snow was beautiful the night we stayed there. The bellman made sure we knew what amenities were available - showed us the features in our room, very professional in appearance and attitude. Our turndown service included refreshing the bath towels we'd used - love having 2 towels per person, and ones that are big enough for a grown-up! Ice was delivered on a silver tray with 2 glasses - it made our Dr. Pepper taste expensive. Comfy bed, great pillows.
The Best In The Area – Beautiful hotel, down to the hallways! The room was spacious and beautifully decorated. The amenities were great and had a view of St. Pat's. I would recommend this hotel to any out of towner. As stated in another rating.....skip the Plaza!!!!
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