"Wonderful stay at the Andaz"
My wife and I went to the City to celebrate her 50th. We had a wonderful time at the Andaz 5th Ave. - it is centrally located, yet not close to the crowded areas. We got an upgrade to a room facing the library, when I mentioned that I had stayed (by myself, for business) many times there. The room and service (including that at their restaurant, The Shop) were excellent. We would come back anytime; next time with the kids!
"Summer Stay in the City"
This hotel is in a great central location, the staff are helpful and pleasant and the suite was the perfect solution for 4. (Two newly 20 year olds and a set of parents). We were most impressed with the room size, as most NYC hotel rooms are cramped and small, but there was more than enough space and privacy for 4 adults. The bath had 2 doors accessible from either the sitting room (which had a large pull out bed) or the main bedroom. The room also had a refrigerator/bar and sink area as well. Excellent value!
"Great hotel, terrible check in experience"
I have stayed at the Andaz 5th Avenue a number of times. It's a wonderful location with beautiful rooms. I decided to 'spoil' myself this time with a room with a view of the New York Public Library. When I arrived at 6.30pm after traveling for nearly 24 hours, I was a little surprised to be told my room wasn't ready. I advised the front desk staff that I would come back in 15 minutes and would like my room then. When I arrived back I was again told it wasn't ready and it would be at least 20 minutes. I was offered a different room (without a view) but that wasn't what I booked so I waited. All in all it took nearly 60 minutes to get my room, hours after the agreed check in time. As a regularly guest, platinum hyatt member and very tired traveler, this just was a massive disappointment. A day later. a bottle of wine and cheese plate were left in my room but to be honest, too little too late. And when you are paying so much money, you really don't want to hear the excuse 'we overbooked'.
"Beautiful hotel in great location - BUT POOR CUSTOMER SERVICE!"
I have such mixed feeling about this hotel stay! Would I come back again' Probably not. Especially considering the number of hotels available in NYC, and the PREMIUM price we paid for this ‘average’ hotel and its services… I booked this hotel exactly one year in advance, planning to celebrate my 30th birthday on NYE 2016/2017. I was very specific in my needs when calling, as I was looking to book a room that overlooked the NYE festivities at Times Square – and I had a large group of people traveling with us. We also needed an early check-in on the day of arrival, and had some specific items that needed to be coordinated (delivery of décor, catering, car service, etc). The initial booking was done over the phone, and went great. We booked the Empire Terrace Suite for 2 nights, at $2,645+taxes per night. Later on in the year, I attempted to make additional room reservations (via a ‘block of rooms’) and look into setting up a formal event at the hotel for an evening or two. I had no luck at achieving either. After many e-mail and phones calls, and being passed around to 3-4 different ‘managers’ – I gave up and made other plans. On one specific call to their ‘1-800/call center number’ – an agent notified me of a ‘Suite Deal’ they were having – and was able to score us a deal on a 3rd night so we adjusted our reservations to take advantage of it. Two months or so prior to the trip, I was able to connect with Michael to get some details sorted out. Within the week prior to arrival, he was un-available, but put me in contact with Jinny. She was also very helpful in preparing for our arrival. The day we arrived, we were told we were ‘guaranteed’ an early check-in (we had flown overnight so everyone was pretty tired by this point). We arrived to the hotel about 10am, and found out that the guests had not yet checked-out – but they would get it turned over ASAP and would call us as soon as it was ready. We headed to Times Square for lunch. We returned about 1pm, and were notified that they had granted the guests currently in the suite a late check-out, so it would not be ready until 4pm. We pulled up a seat in the lobby, and took a light rest for the next few hours. Super frustrating! At 4pm (the actual guaranteed check-in time for the entire hotel), our suite still wasn’t ready. For the next 60 minutes, several staff members shuffled around and they eventually had us in our room by 5pm. The suite itself was FANTASTIC! Beautiful furnishings and décor, two full bedrooms and bathrooms, comfortable beds and linens – couldn’t ask for much more. The suite also had a 1,700sq ft wrap around terrace with BEAUTIFUL views! Since it was the middle of winter, no outdoor furnishings were provided. The location of this hotel made it the most ideal (across from the library, 2 blocks from Times Square with unobstructed views). Some details seemed to go okay, and others were such a hassle. I had coordinated all the major details with the hotel prior to the stay, in the hopes that I would not have to spend the trip tracking stuff down or making other arrangements…but my efforts didn’t seem to help that situation much. The catering order arrived and was held ‘downstairs’ for several hours before being delivered. The extra dishes and items provided from the hotel all arrived on time, as requested. Any packages that we had mailed to the hotel were always ‘lost’ and it was a serious struggle to get employees to locate them. Check-in and check-out process were both very messy and un-organized. Our 2nd night at the hotel (the 30th of December), the room above us had a HUGE party that lasted into the wee hours of the morning. Loud people, loud music, people smoking joints and throwing them down on our patio, etc… Our 3rd night at the hotel (the 31st of December – NEW YEARS EVE), another group had checked-in to the suite above us…and were also having a huge party. And what a class act these guys were! They spent the evening spitting on our balcony, throwing cigarette butts down, and acting like complete clowns. After several close calls at physical altercations, and 2 phone calls down to management, they finally seemed to wrap things up about 3am. (Remind you, we were also having a party this same evening – but were sure to be respectful of the neighbors around us also celebrating NYE). Our guests sure were uncomfortable out on the balcony (since people were spitting and throwing things from above) which really put a damper on enjoying the views/events at Times Square. We checked out on the 1st of January (New Year’s Day), and headed over to another hotel suite in the Soho area. It was a 10th of the price ($260/night), and had MUCH better customer service. The room wasn’t quite as sleek, but their efforts to impressive their guests were worth noting (and they held true on their guarantees of check-in and check-out times). Overall, my 30th birthday and NYE 2016/2017 in NYC was fantastic. My friends/family had a great time, and I will forever have many memories to cherish. But if I had to recommend a NYC Hotel for a friend to do the same – it would NOT be Andaz, primarily for the lack of true customer service. We travel MANY times a year, both for business and personal. And this is the ONLY time I have ever gone out of my way to attempt to pre-arrange things, and it really just ended up being more stressful for me in the end because they failed most of the basic expectations. And for $6k of my money' I sure expected a whole lot more from this ‘high class’ boutique hotel.
"Best Hotel in NYC"
I have been staying here since it opened and it's the only place I will stay in NYC. The entire staff remembers me and the room I love staying in, they remember the food and drink I always order! I realize NYC is huge but this staff is incredible and amazing, how many people that take care you in NYC can remember everything you love about their hotel including room, food and all the little things!!! Truly makes me feel at home even when I am so far from home. I am one lucky gal that can say that! ;)
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 11:00 AM