At the beginning of November my best friend and I ...

At the beginning of November my best friend and I visited NYC and booked this hotel on Expedia. We chose this hotel because of three aspects; the location, the price and the pictures on Expedia advertised it as clean and spacious. When we first got to the hotel we were pleased because the lobby is nicely renovated. Check-in went smoothly so we headed up to our room.

As soon as we stepped out of the elevator we noticed a significant difference between the lobby and the floor our room was on. Our first impression was that it was run-down and dirty. We got to our room and the carpets were stained, the ceiling was peeling, the bathroom was mouldy, and overall felt unsafe. We did not feel comfortable sleeping there. We decided to take a look at the rest of the floors in the hotel and noticed that they were all the same.

We called our Expedia travel agent that day to ask if there was anyway we could change hotels. Unfortunately, there wasn't anything available therefore he called the hotel himself and spoke with the manager to see if an upgrade was possible. Thankfully another room was available the next day.
The next morning we went down to check-out and get our new room. The front desk receptionist apologized and was a big help! She told us to go up to our new room, and she would have someone bring up our luggages.
We were moved to floor 5 and as soon as we got out of the elevator we were relieved because the hallways looked much cleaner than the rest of the floors. We got to our room and was again relieved because it was much cleaner, and a big improvement from our previous room.

Everything was great until the bellhop knocked on our door and delivered our luggages. We opened the door and offered to help but he was very rude right off the bat. All he said was " Don't worry about helping, just worry about my tip!" My friend and I were shocked by this comment but thought he was joking, however he made us feel extremely uncomfortable as he would not leave our room until he was given a tip. We were appalled by his service. This was very disappointing and unacceptable! Please retrain some of your employees on proper customer service.

I would like to say thank you for accommodating our room upgrade, but will not be staying here again.