Javier J.

Review of Viceroy Hotel Group - Cassa Ho...

The building has Hotel Rooms and Apartments. I sta...

The building has Hotel Rooms and Apartments. I stayed in the Apartments for 9 weeks. Below my experience:

Pros

Many main attractions from NYC are in a walking distance, nice view from 41st floor, bed was comfortable, bathroom was clean, the apartment had kitchen and fridge, TV had plenty of channels, personnel was polite (remember: polite doesn't mean helpful).

Cons

The building is announced as recently renewed, but it's not true. It's extremely old. It was summer time and I had A/C for the first 2 weeks only and the following 4 weeks were a nightmare with no A/C. Sleeping at night was very hard. I reported the problem to the front desk guys since the very first moment. Since I reported the issue and for the following 2 weeks all they did was resetting the A/C, but that never fixed the issue. Resetting means turning it off and then on. They did that for 2 whole weeks.

Then I called the company managing the Apartment, they are called "BridgeStreet" and they are the ones that received the money for the apartment. They sent a technician to check the A/C, it was already my 3rd week with no A/C. The technician discovered that the power supply was damaged and they took one week to replace it. They were "kind enough" to bring a couple of fans during that week. But when the power supply was replaced they figured out that there was a problem with the pipelines from the building, so the A/C would still not work. It was the 4th week with no A/C. They offered me to spend the following weekend in a hotel until they came up with another solution, I accepted. When I return to the apartment I had a portable Air Conditioner. Yes, it kept the room fresh but that also meant that the room's window had to remain open to get the steam off the room.

Summary: 4 weeks to determine that there was a huge issue with the A/C that wouldn't be solved easily and that a portable A/C, although was not the perfect solution, it would save me a lot of trouble and inconvenience.

The personnel of the building were always polite but never showed a sense of urgency; which is why I don't consider them helpful. The personnel from BridgeStreet were polite as well but they turned to be helpful after I was furious with them over the phone or email. The amount of money paid for the 9 weeks stay was a lot in exchange of the poor service received. It was supposed to be a high quality service, a renewed building and a perfect stay; but everything was extremely far from that.

Even worst than all these: BridgeStreet is still renting the Apartment, offering it with A/C when actually whoever rents it will find out to have a portable A/C with an open window. Seriously? What they should do is close down the whole building until they fix ALL the wrong things from it. They are scamming and misrepresenting the customers.

Some other details: during my 9 week stay the elevators were damaged at least twice, leaving only one elevator working for a 50 stories building! The A/C in common areas such as the gym and the lobby didn't work either. In some days the hot water from the shower didn't work either.

If you are considering staying here, I would suggest you think it twice. It was my worst stay ever. You can check previous reviews here in Google, the A/C problems has been happening from months now. My experience happened from June 10th thru August 10th, 2019.