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at the The Marcel at Gramercy
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Ripping off customers
Aug 27th, 2020
Was due to stay here 3rd-7th September, travelling from London for my husbands 50th birthday. Obviously, because of Covid-19 we are unable to take the trip. We requested a refund months ago from the hotel and keep being fobbed off saying management are still dealing with deciding on a refund. We then received a notification from Booking.com (who we booked it through) telling us that the hotel were offering a free cancellation. We were thrilled, but despite this, the hotel STILL haven't refunded us, and every time I contact them they keep referring back to the same excuse. They're ripping off customers. TRIPADVISOR.COM USER
This is not a hotel - it is a homeless shelter
Aug 8th, 2020
DO NOT STAY. This is not a hotel. This is now a homeless shelter and has been for months. Some of the men have drinking and drug issues. They have officers inside the lobby and patrolling the perimeter of the building as well. The restaurant inside is also closed. TRIPADVISOR.COM USER
Beware of booking in these uncertain times
Jul 19th, 2020
Four of us were due to stay here for 3 nights as part of a longer stay visiting family in Long Island. We were due to stay from 3rd April 2020 but could not go due to the USA closing their borders as well as no flights leaving the UK. I'm sure I don't need to tell you that this was down to the global pandemic. We have repeatedly asked for a refund since then and all we are told over and over again is that there is "no decision from upper management regarding refunds". We have not been to the hotel, we haven't used any facilities or received any kind of service and yet the hotel are keeping our money. EVERY other airline, travel company, accommodation provider and entertainment company that I happen to have booked with have refunded us for flights, accommodation and theatre tickets in this unprecedented situation and yet The Marcel at Gramercy have not. Given that the pandemic is far from over I would seriously consider whether booking this hotel in uncertain times would be a sensible thing to do. They clearly have no morals or concern for good customer service and I would also therefore consider whether they do put the customer first. Very disappointing to be dealing with such a difficult company after all others have been so simple and accommodating. TRIPADVISOR.COM USER
May 9th, 2020
I was in town for a couple of days for an event and decided to stay at The Marcel at Gramercy. It was an ideal location for me, and I am happy I stayed there. The rooms were fine, but the best part of my experience was the staff, specifically, Mohamed the doorman. He was not only very attentive to my needs, but always smiling and enthusiastic to help. I had a great talk with him at the end of my time, putting the cherry on top of my stay. TRIPADVISOR.COM USER
Great value for money in New York
Mar 26th, 2020
Great area to stay in, right next to 5th Avenue and the flat iron building. Upon leaving the hotel you are immediately engrossed in New York, you can walk for hours and not realise. Right next to citi-bikes, which is $3 for 30 minutes and in 30 mins you can get anywhere you need to. The hotel itself has lovely staff, Milta and Caroline at reception and Mohamed at the door were all really generous and positive! We were upgraded to a king size room and given a small present for our anniversary which shows the hotel really cares about its guests. The amenities are everything you need and the bed was the most comfortable I had ever been in!! We were floor 3 with a window overlooking the road and noise outside did not disturb us at all. Attached are photos from the rooftop terrace where they serve refreshments everyday between 4-6. I believe you can make coffee and tea whenever. 100% would recommend. We booked through booking.com and no hidden fees or taxes, everything up front. We would definitely stay here again if we come back to New York! TRIPADVISOR.COM USER
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