Millennium Hotel Broadway Times Square

I have a trip plan to come to New York on Sunday and I’ve booked this hotel two weeks in advance. On today after reading reviews, I decided to call the hotel to just clarify some of the issues that were going on with other guests that have attended this hotel. After asking a question to The receptionist she quickly sent the call to another person. When the other receptionist got on the phone, we asked about the room heating issues, and the mail receptionist is quickly got an attitude stating it’s no issues with the heating I wanted to argue back with my spouse. After experiencing this altercation over the phone just by asking a question about your hotel accommodations and amenities. I decided to cancel my stay at this hotel, because of the rude experience I had over the phone. If I experienced something like this over the phone, I can only imagine what it would be like in person if something was to happen with the room when I arrived.

We came to the city as a family for our first NYC Christmas experience. While the hotel itself is dated (the rooms not the lobby, the lobby is gorgeous) and some of the issues we had understandably couldn’t be rectified by the staff we were speaking with, the customer service was BEYOND SUB PAR. Our first night we were trying to find a comfortable temperature in our room since it was in the 30s outside and the rooms heat was on - we came in fully dressed and couldn’t figure out how to get the air conditioning on and the heat off. We called downstairs, the staff that answered said in a very short and overall annoyed tone “there’s no ac in this entire building it’s an antiquated system” (for winter this was bearable I have no idea how this could work in the summer). Then we called as the TV wasn’t working properly, again a short toned employee answered the phone said “I’ve never heard of that problem” with no further assistance. Finally, our last evening there we thought maybe we could call for pillows that weren’t so flat (you really can’t even fold them into a shape) and yet again I was met with a monotoned cold sounding staff member who said “that’s all the pillows in the hotel” and offered no kindness, understanding, or frankly any care other than to get me off the phone quickly. Naturally, after we checked out I mentioned this to the front desk representative on staff at the time - she could not have looked more disinterested in what I had to say and just waited until I was done speaking to offer a flat “I’m sorry” again I was left feeling like I was an imposition to be taking any time with questions or concerns. The lobby is gorgeous, the views are great if you have a city room view, the rooms are dated but okay. Genuinely we understand that a single staff member can’t magically make the entire building have air conditioning if it doesn’t, can’t make fluffier pillows appear, or estimate Netflix glitches. But what I do expect when paying more than $300 a night for a room is at least a little customer service - a smile, a pleasant interaction, not someone who sounds/looks generally annoyed. For assessment purposes I watched to see what the interactions were like with other customers and it was all the same minus a couple of male staff members behind the desk that really seemed to be making sure they had a smile on and were pleasant. As regular travelers to the city we won’t be rushing back to stay here again, and can’t imagine staying in a hotel that doesn’t have air conditioning (stated by three different staff members) in the summer.