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4769 reviews
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Jan 08, 2025Stay here, spacious room, great views
We arrived to the Conrad, New York downtown on Christmas Day 2024 in the evening. Check-in was smooth and they were able to combine our two separate reservations (one with cash, one with points) into the same room so we wouldn’t have to check out and then check in again. The restaurant was open under. It’s normal operating hours, which was great because it allowed us to have a stress free dinner as soon as we got there. We were on the sixth floor in room 626, with a Hudson River view. Let me tell you that you need a Hudson River view room. Every night we laid down in bed we left the curtains open and stared out the window with an unobstructed view of the New Jersey skyline. The shower was cavernous but a little bit dark for my preference. The water pressure from the rainfall showerhead was excellent and had an outstanding amount of water flow. This hotel is truly five stars every step of the way. Every night they provided an ice bucket and every time I went to grab a glass from the mini bar, I was able to have a cold and refreshing glass of water thanks to the in room, water filter station. This is the most underrated feature in a hotel room and it needs to be EVERYWHERE. There is nothing worse than having to ration an 8 ounce bottle of water each day or needing to go to the store to buy bottled water every night. We ordered breakfast every single morning to the room because the quality of the food at this hotel is top notch. The blueberry pancakes and potato medley are to die for. I feel spoiled now because they take good care of you at this hotel.
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Jan 05, 2025Avoid This Hotel – Rude Staff, Billing Mistakes, and Awful Service
While the room at Conrad Downtown NYC was spacious and comfortable, and the promised river view was as breathtaking as expected, these positives were overshadowed by the sheer incompetence, unprofessionalism, and rude behavior of the staff. This was easily one of the most frustrating hotel stays I have ever experienced. Front Desk Rudeness at Check-In Our problems began at check-in. The lady at the counter, in a curt and rude tone, informed us of the $200 pet fee if our pet intended to stay with us. The way she said it made it seem as though we were planning to smuggle our pet in without paying or that the pet wasn’t meant to stay. This was completely unnecessary and an awful first impression for a “luxury” hotel. Billing Mistakes and Arrogant Front Office Manager During check-in, we were told we had a $100 daily credit as part of our reservation package and a $50 daily F&B credit as Hilton Gold members. Based on this, we dined at their restaurant on the first night, expecting the credits to cover the bill. On the final folio, however, only $50 was credited. When we raised the issue, the front office manager, Sandrea D., rudely dismissed us and explained that the $100 credit starts the day after check-in and doesn’t apply on the first day. This policy was never communicated to us, and her response was dismissive, as if it was our problem, not theirs. When I insisted, she eventually applied an additional $50 credit, but her tone made it seem like she was doing us a favor. She even had the audacity to blame Hilton’s communication instead of taking responsibility. This kind of attitude is unacceptable, especially from a manager in a luxury hotel. Additionally, they failed to apply the $100 daily credit for the subsequent days correctly. Initially, only $250 of the $300 was credited. After much back-and-forth, they corrected this. Such constant errors in billing and the effort required to fix them are exhausting for guests. Messed-Up Breakfast Order and Double Charges One morning, we messaged the concierge to arrange a breakfast pickup order, which they agreed to. However, they provided the wrong items. When I brought this up, the restaurant staff rudely told me, “It’s none of my concern,” and since the restaurant was closed, they couldn’t provide the correct items. After insisting, they adjusted the bill. But in the final folio, they charged me for both the original incorrect order and the corrected one! This level of carelessness and unprofessionalism is unacceptable. Dinner Pickup Incident Later that day, I requested a dinner pickup order. Sandrea D., the same rude manager, told me there would be an additional service charge. When I mentioned that there wasn’t one for breakfast, she dismissively replied that it was done “as a courtesy.” Her tone was condescending and arrogant, completely inappropriate for someone working in hospitality. Awful Food at Atrio Restaurant The Atrio restaurant was another disappointment. The food was bland and lacked flavor—far below the standards of any decent restaurant, let alone one inside a Conrad hotel. Dining there felt like a complete waste of money. Conclusion While the room and the view were nice, the rude and dismissive behavior of the staff, especially Sandrea D., completely ruined our experience. The numerous billing errors, messed-up orders, and poor communication created unnecessary stress during our stay. This is not what I expect from a luxury hotel, and it is certainly not up to the Conrad or Hilton standard. Do yourself a favor and avoid this hotel. With rude staff, incompetent service, and terrible food, it’s simply not worth your money or your time.
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Jan 04, 2025Excellent facility with some ongoing glitches
Modern and very comfortable rooms, although note, this formerly was an Embassy Suites that was extensively remodeled, but once you know that, you also better understand the layout. The housekeeping staff are very attentive and there is both morning and evening service. It takes a while to figure out the overly complicated lighting in the rooms, but if you leave the desk light on, that helps you navigate in the dark until you can find which wall panel (there are several) operates which lights. One major problem we have encountered is with the Wi-Fi and other electronics, and incredibly during each of our last four visits, each six months apart (all of this happened with fellow board members as well). The first time the Wi-Fi wasn't working, the televisions worked for a while and then stopped working and then the room phones stopped working as well. So we had to go down and tell the front desk (we couldn't reach them on our phones because, guess what, the phones were inoperable and the front desk didn't know that until we told them and they tried on their own). Someone also was asking for our personal passwords when they tried to fix the system, so when we got home, all of us had to have our own security people check our devices. The second time we were told it was only some rooms so they moved those of us who complained (many rooms weren't working). The third time we were told they were upgrading the system, which thus made the fourth time six months later all the more curious since we were told that the investment bank that owns the facility (their offices are across the street) had had a conference earlier the first day that we were there and that had used up the bandwidth, a truly mindboggling explanation, including the fact that for all three days of our stay, the Wi-Wi seldom worked, the televisions seldom worked and the phones often crashed as well. The Atrio restaurant is outstanding for all meals -- excellent food and service, although if you want a table at dinner, probably best to reserve ahead of time since office workers and others often fill the place for cocktails and then many stay for dinner.
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Jan 03, 2025
Excellent New York Stay
We stayed at the Conrad NYC over New Years holiday. The upgraded room provided large living spaces and modern amenities that are unusual even in luxury hotels. For example, the in-room filtered water dispenser and travel bottles were greatly appreciated and saved us from buying plastic water bottles. The service was top-notch, and the expertise provided by Concierge Michael exemplary. The in-room dining for breakfast was delicious and promptly delivered. The restaurant Atrio served tasty food, although a bit over-priced in our opinion. The location of the hotel is very conveniently located for points in FiDi and within a short walk of the subway. The ferry stop across the street from the hotel offers additional travel options. We highly recommend this hotel and will return.
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Jan 03, 2025
Would rate 5, but restaurant service sucks
This hotel is beautiful. The lobby is spectacular, and the room is awesome. Probably the best shower have been in! The area is more peaceful than midtown, but 25 minutes on the subway or $45 Uber ride. Strangely, the restaurant is totally disorganized. Half hour wait for breakfast to get in, then long wait to order etc. ($38 for beacon and egg, so expectations are high). Even going in for a drink in the evening, was ignored for 10 minutes, even though was not busy. Even room service wait for breakfast was 35 minutes. Summary: Genuine 5 star hotel with a 2 star restaurant manager.