Excelsior Hotel

room provided was not as ordered by our reservation. We were to have been provided a deluxe double with 2 double beds and instead was given a small room with vey sparse furniture ( a side chair served as a nightstand) and only one double bed. We checked in early AM and came back for the key in the evening. We were told hotel was sold out and this was all that was left for us. Hotel clerk said that when we book through [...] that we take our chances on what is left over.

The hotel is old & tired. Requires a major renovation program.

We have stayed at many hotels in New York City where we felt like we were valued guests in someone's home. At the Excelsior, we felt like intruders. We found the registration people unfriendly, surly, and not at all helpful. We were disappointed that for the money, there was no continental breakfast included. It is much easier to have some basic foods available for a quick bite to eat before dashing off to work. The bell man and door man were exceptionally helpful but we found other employees not at all friendly or courteous. We would NEVER choose to stay there again.

The rooms are clean, but everything is really basic. It's a place to stay in a great location. And be sure to eat at the restaurant in the lobby of the hotel called "81", it's amazing!

I don't know what the bell-hop was for, between two people we had 4 suitcases all the bell-hop did was put our luggage on a luggage dolly inside the hotel and left, we had to take the rest to our room. When my husband and I got to our room there were 2 double beds instead of the queen bed I thought I was paying for. When I called the front desk she said when reserving a room from anywhere but at the hotel the bed type is merely just a suggestion and that all the other queen beds were taken. The heater worked too well in our room, in that it would not shut off and was incredibly loud. Also the cable was spliced between hotel rooms so most channels were very fuzzy that is if they came in at all. The second day we stayed there my husband took a very cold shower because they seemed to have run out of hot water that morning. The hotel was the worst part of the trip thankfully we spent little time there. The only good thing about this hotel was that it was within walking distance of everything without having to be in the middle of it all.

The two concierges were very friendly and helpful. The rest of the staff were not.

The Pros? This hotel is in a great location, and that is the best thing that can be said about it. It's close to a subway stop, right across the street from the American Museum of Natural History, and less than a block from Central Park. The Cons? When we arrived, it was apparent that someone had taken a smoke break in our bathroom. Housekeeping did immediately change the stinky towels, but the smell never completely went away. The windows were so flimsy we could see the mini-blinds moving when the wind blew! The bathroom was tiny. The breakfast was $12, even if all you ate was a bowl of cereal. Still $12. The temperature was hard to regulate - it was either too hot or too cold. You had to pay extra for your internet connection. There are better choices in the neighborhood- The Beacon or the Lucerne, if you can get in.

The location was nice. The staff at the Hotel were very unfriendly. We had to change rooms four times because they messed they room up each time and didnt take the time to listen to our request.

I had booked a room with double beds, but was given a single queen. When I went back down to the front desk, they reluctantly gave me a 2 double bed room. They were unfriendly and rude. The front desk staff needs to be trained for customer service. The room was nicely appointed and clean. The only complaint is that its noisy, we could hear the guy above us and the children beside us! Also the toilet kept on running. Despite the noise, it was the customer service that was a turn off.

The hotel was nice well decorated and decent sized, considering it is a NYC hotel. The price was right for what you get, but the service was terrible. I did not think hospitality would be of importance to me, but every single person was rude! No one was willing to help even when we asked for help it would not get done. ***Please Note: Do not leave chocolate in your room, housekeepers will eat it!!!! Bad Service!