The Marcel at Gramercy Hotel

No one around to help. No climate control. Inner rooms had no view, and absolutely no wifi. Noisy air system, heat on crazy high in winter, had to open a window. No one was around to help. Emailed but didn’t hear back until after 4 pm. By then I chose to leave and go to Best Western Empire and it was 110% better experience. Go to Freehand, go to Moxy, go anywhere but here.

They have lots of criminals without papers living here since they have turned it into a homeless shelter for people without papers this is not a safe place to live in with children .

I booked this hotel for our first trip to NYC for my husbands birthday and after reading reviews I expected for the room to be tiny. However, it was clean and the customer service was amazing. Upon our arrival we were greeted and giving room keys at no additional charge although we were early. We also walked into the room where we found a birthday card and small token for my husband that was much appreciated. Also, anything that we needed the front desk made sure we received. Thank you, we would stay here again!

This is not a hotel, it’s some sort of shelter with a police officer inside and 24/7 security outside lol. I always see women pushing strollers entering and exiting the building so maybe it’s a women’s/children’s shelter? Very weird how it’s listed as a 4-star hotel on Google.

The hotel itself was not bad. The location is quite good and the facilities are correct. The room is not very big but it is enough. However, there is a lot of noise from the street. Apart from all this, the problem comes with the deposit that must be left when arriving at the hotel. Supposedly, it's $75, although, without really knowing why, I was charged $115 that was supposed to be returned to me when I left. A few days after leaving the hotel they returned $75 to me, so there was another $40 left to return that I still have not received. I tried to contact the hotel, at least to find out why they had charged me that extra $40 and why they weren't refunding it, but no matter how hard I tried, I didn't get a response. It is completely impossible to contact them: they do not respond to the web form, they do not respond to emails, they do not respond to social networks... It's a shame! If you can, avoid this hotel under all circumstances, as the reception staff are not very friendly or helpful either and if you have any problems after the trip, they forget about you and steal your money.