Viceroy Hotel Group - Cassa Hotel NY Review

Just a boy to be a reservoir to be such and how much is the night

Terrific service and friendly personnel. No pool but amazing location.

Hotel has a great location close to Time Square, well connected by public transport, many good restaurants are nearby as well as grocery stores. Rooms are clean with spacious bathrooms. Only gripe would be that the front desk staff didn't seem up to the standards of the hotel. Overall a great experience, would definitely recommend the hotel.

Really nice rooms, nearby locations and an awesome staff.

Great location & service. Very good hotel. There is a place por breakfast / quick lunch, just beside (and pizza )

Stayed 3rd December for 4 nights 5 days. Would recommend this hotel for extremely comfortable beds. Clean bathroom . staff very helpful and friendly. Excellent location. Thank you for an enjoyable stay . Mary and Julie room 2606. Would recommend to friends and family. Definitely stay again.

Excellent location for Broadway and Times Square. Staff are brilliant, genuinely helpful and friendly.

Room didn't have a refrigerator in it, which is very odd. Room was comfortable. Within walking distance of diamond and garment districts. Very centrally located to everything you want to see.

Rooms looked pretty nice with pretty good amount of amenities

Clean and well-maintained rooms, but the air conditioning is quite loud. Very friendly staff, hotel is highly recommended, as it is very centrally located, perfect for sightseeing!

Average hotel centrally located hotel near times square. It's basic but has everything needed.

Stayed here a few times. Attentive, helpful staff and, for New York, large rooms

What can I say? This hotel is outstanding! This is a modern hotel, very sleek. Can't get over the great service. Extremely clean rooms, comfy beds, exceptional location. Mounted flat screens in room. Will be booking here next time I stay in NYC. The porter arranged for our car which was right on time. Don't understand why people are surprised by the size of the rooms...it's NYC everything is tight.

My favorite hotel in NYC. One of those boutique hotels - clean, felt safe, very friendly & welcoming staff, rooms good size ( I mean all NYC hotel rooms are small but this didn t feel small) Stayed many times & always pleased. Good central location too.

Rooms are nice and spacious and they are a great value.

Air didn't work. Non-existent front desk. DO NOT STAY HERE.

Great hotel and condos. Unmatch location. Close walk to all attractions

Room was quite spacious and was very comfortable. Can't go wrong with free hot chocolate in the lobby either!

Fantastic hotel, great location, lovely spacious rooms and friendly staff! Highly recommend

Staff was so friendly. Nice room and priced right in the middle of Times Square on a Saturday night.

awesome stay. good facility and clean rooms . and ofcourse complimantory coffee and tea at reception. :)

Nice hotel, with friendly staff and great location.
They were able to accommodate our early check-in, without any issues.
The rooms are cozy and updated. The only downside, the rooms are dark. There is not enough lighting.

Good hotel in a good location we found the staff very friendly and helpful the room was comfortable but at the back of the hotel a little noisy until midnight then the the band outside packed up. Nice hotel would stay again.

One of the best midtown NY hotels by far. Walking distance to the Broadway and Times Square.

I've been there and the staff is kind and very convenient as a location !!!

We had drinks and dessert in the restaurant, Butter Midtown. The food and dessert were fine (a bit overpriced even for midtown) but the worse was the waiting time...

Nice location. One block from Times Square, but far enough from the crowds. Good staff reccomendations.

Does not meet my expectations. The style is not convincing, everything a little too simple and carelessly designed. Thought it was a cheap alternative but that is not true. NY is expensive and in retrospect I would rather have paid more and moved into a really good hotel. Belongs to the Radisson chain but has nowhere near the usual standard. Conclusion: I can not recommend.

The hotel was very clean and nice. The views were magnificent! Beds were so comfortable with a pillow selection. Recommended!

The staff and service was great. Very welcoming even to a Sox fan! The room was clean and comfortable and the bathroom the same. All in a good place to stay in a good location.

Booked several months ahead. Was cancelled 4 weeks prior to staying because hotel could no longer honour the rate at which we booked. Outrageous.

I booked my trip to New York City in early November for a great weekend in NYC where I planned to propose to my girlfriend.. After looking over the numerous hotels in the area, I was drawn to the Cassa by its great reviews, modern styling, More

Not bad. Friendly staff. No snack or beverage machines. Valet is expensive. Expected more for the price. Would try to stay somewhere else first next time.

Fantastic place to stay. Very curtious and attentive staff. Very centrally located

We had a nice stay there, excellent location. Rather clean hotel

So it had a bed and a shower. There's that. Pretty disappointing for the price. There are nearly limitless other hotel options nearby that are cheaper, nicer, and just better. This place basically sucks.

The room wasn't tiny for New York City but there was no point to staying in the room. No good views or easy and overpriced drinks to make before heading out to dinner. Too bad.

No mini bar in the room. No bar in the lobby that is shared with the residences in the same building. No restaurant inside (it's outside and downstairs). Room service consists of them sending someone to Pret A Manger for you and bringing it up to your room. Pret is three doors down, so save the money and grab it much more quickly yourself. Actually, don't. Stay somewhere else.

This is not about the stay - as we didn't get to stay - but the appalling service. We booked for a stay in May. Five weeks after we booked, the Cassa informed us that the price was "clearly wrong" and gave us two options: either pay an extra 50% more than we already had (amounting to an extra $450), or have our reservation cancelled. They claimed it was in their T&Cs allowing them to do this for "obvious errors" - even though plenty of other 4* hotels were available at the time at the same price. However, as it had been so long since our booking, similar hotels were now much more expensive. We ended up spending extra, but still having to reserve somewhere further out. Beware: They don't care about honouring commitments to customers if they can make more money elsewhere.

Edit: I am grateful for the quick response from hotel management. I have forwarded them(you?) all evidence. I should point out though that I *did* contact the hotel directly four days ago, and received no reply.

Edit #2: I did this, I emailed again, and you haven't responded again. So much for that attempt to save face. My original review stands.

Clean and quiet rooms which is nice. But not the best breakfast you expect (you must go to some no-where small room located at upper floors ... Also remember you're going to be charged for the bottles of water placed on the tables of course if you drink them! Very strange to me at least! Also don not expect very helpful feedback regarding finding a parking garage from the staff.

My husband and I spent our Honeymoon at Cassa Hotel, we had a great experience, they asked us the reason of our visit, later on they gave us a bottle of champagne as a courtesy for our honeymoon. We had room service everyday, very clean and comfy bed. I have to mention Eloy, he was so nice and always helping us with information and directions, every single person was with a nice smile and ready to help us.
Thanks Expedia and Cassa Hotel, there is no doubt we will go back in the future.

Newly remodeled, great location, and relatively reasonable rates.

Rooms are decent and the customer service is excellent.

Great location, very clean and relatively large rooms. The staff was very friendly and helpful. Since our return flight was only 21.00 clock we could easily stow our luggage at the front desk and we were asked if we should organize a taxi to jfk. In time for the specified time, our luggage was brought to, already waiting for us, over. Everything went smoothly. Gladly again.

Excellent stay. Close proximity to Times Square. Rooms comfortable whilst not being spacious. Staff very good. Free tea or coffee in the lobby every morning.
Tim.

Only stayed overnight but the desk staff was great and the room was larger than expected and clean. Would stay again

I booked the Cassa Hotel NY as a present for me and my new Wife as a wedding present. I checked a few reviews and looking on a map I thought it looked in a fairly good position, I wasn t disappointed !! The Hotel is in a perfect location and we could get anywhere with ease. We didn t want to go in all day for the ball drop on New Year but obviously wanted to see it if possible. We managed to see it from 42nd st after going to a fantastic restaurant Benjamin s recommended by Johnathan at the hotel he was fantastic and did all the reservation for us. All the staff were friendly and helpful but I would really say that Johnathan went that extra mile.

The room was clean and a fair size for New York. (Not much wardrobe space but wasn t really expecting much)

Overall I would 100% stay here again and would recommend for anyone that wants to be right in the centre of New York but still have a quite clean room this is the place to be! And free WiFi !

Very neat good service of cashiers and staff .. thank you ..RRR

Good hotel .. location a few meters from the center ..

Service as expected. The room was clean and comfortable. Front desk personnel very friendly. Their restaurant is excellent.

There is no free breakfast but I like the spacious room, if you want to have some staycation then this place is good.

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.

Excellent. Everyone was perfectly pleasant and helpful, the room was very comfortable and looked great, and I will be recommending this hotel to friends & family.

Location is the strong point. A few yards from Times Square but no problem with the buzz of the area. Close to several subway stations, 5th avenue, Saint Patrick.
All very clean and neat. Shower excellent.
The caveat is in relation to hospitality. They are not at all welcoming.

The place is good but the management was really bad. When I arrived a lot of the things in the serviced apartment was broken. I immediately let the reception know of the issues, but it took two weeks and only after I escalated before they got it fixed.

Keep in mind the Do Not Disturb sign is there for show. Policy is you are not allowed to sleep in or the housekeeping manager will call the room phone and demand to know why they can't clean the room immediately.

Be aware, this hotel can cancel your booking when they see they can get more money from other guests. My story below.
I booked a few nights in the hotel and received e-mail that my booking is confirmed. After 5 months I got another e-mail that Cassa Hotel NY 45th Street decided to cancel my booking because there was "a mistake in a price list". I checked it and there was no mistake because they still offer rooms in this price in other dates so it shows that it's their regular price. They just realized that prices in NY in my period went up so they cancelled my booking and offered the room in higher price in the system.
They offered me a stay in other hotels but it was in very low standard so I did not use this option. We exchanged many emails and arguments and finally I've heard I can get compenstation of 195$. But as I said, prices went up in the meantime and my new booking in the same standard hotel is 365$ more expensive. So I have to pay 170$ for the hotel in worse location - just because Cassa Hotel NY 45th Street does not respect their own bookings.

Very friendly and helpful front desk staff, always there to answer questions.
Rooms are comfortable and clean.
I love the location, just perfect!
Thank you to the Jonathan and Ten who were very helpful getting ice for me when I sustained a knee injury! All is well and I look forward to next visit!

Great location. The rooms have a good view and are well maintained. It's just not super fancy but that's to be expected from the price.

Location is very close to Timesquare. The room is very small as is the double bed. Otherwise everything was fine and clean

Rooms are clean and decor is minimal but still adda a bit of elegance to the overall look. The staff were friendly. Overall, this is a great hotel to stay at if you want a higher end room.

The bathroom was really nice. Rest of the room was very average for NYC. Showing some wear and tear. No writing desk. Small desk in corner was occupied by coffee maker (Keurig) and did not have lighting.

Clean and modern !!
In ther middle of everything but yet in a quiet block
Very friendly stuff !!!

Good clean, spacious for New York. Downstairs restaurant belongs to a known chef

A great hotel right in the heart of Midtown. The place was clean and well presented. The staff were friendly and helpful and the rooms were comfortable. The room prices were reasonable and very competitive with other hotels in that area. The key draw is its location. You're never more than a 10 or 15 minute walk from some of the major sights in Midtown, whilst at the same time the hotel is situated on a quieter block. You get the best of both worlds being within easy reach of everything while not being in the thick of the chaos that is time square or around the rockerfella centre. There were a few hiccups which stopped me short of 5 stars: although the room states tea and coffee making facilities it's on request and not as standard, and on our first night when we decided to go out and experience the city the electronic lock on our room had stopped working. It turned out to just be the battery that needed replacing, and in both cases when we contact reception to report the door lock and request the coffee machine they were very quick to act and we had everything sorted within about 10 mins. The facilities staff and the engineer that were sent we also extremely helpful. The only other drawback to the room was that the cupboard space was very limited - you could only hang a few long items and then a few shirts. That normally doesn't bother me as I'm quite happy to live out of suitcases if needs be but my wife prefers to completely unpack so she struggled a bit with hanging clothes and didn't bother to unpack some of them in the end. Not a deal breaker but something to be mindful of if you're in the city on business or are planning to bring a large selection of clothes with you. When I come back to New York I will still choose the Cassa hotel as place to stay and I wed recommend it to anyone looking to experience the heart of the city, in a good location at a reasonable price.

We stayed at this hotel over the Christmas period. Great location, 5 minutes walk from the busy Times Square. Friendly and helpful staff. Room slightly small but considering being in the center of NYC is great. Excellent room / bathroom cleaning. Wi-Fi is not included in the price but is free in the lounge area (10th floor).

I'd probably give this place better ratings, but the hotel has no water. Period. At all. And they're seemingly not doing anything about it. When asked at the front desk, I was not offered any considerations, just told, "We don't know when it'll get fixed and we may have to shut down because of it. I may be out of a job tomorrow."

Standard room. Nice shower. A little small but cozy.

We stayed there on 12/17/19.

The Cassa staff are really nice. The hotel is ok. The room itself is very nice, clean, and comfortable. However, there was a loud HVAC noise in our room that didn't stop the entire time we were there. And the heat didn't get up over 69F no matter what we had it set on.

There was work being done in the lobby, so we had to come and go through the adjacent maintenance hall or through Butter. Neither all that bad, just inconvenient.

One of the elevators didn't work properly while we were there, as well. I think there is still work to be done here. I get the feeling there is always work happening here.

All in all, I think we overpaid, but I'm too upset about it, as we did enjoy our stay. If a good deal came up, we'd stay again. But anything other than a really good price, we'd look elsewhere.

Staff are friendly, nicely located hotel near Time Square.

Nice, convenient, comfortable. Service was friendly and accomodating

Even in a perfect place, room too noisy due to the heather, breakfast poor and lack of variety, we have discovered today that there was no bread or croissant since 8.00. And not reaction form the staff. Not aceptable for a hotel in this category

Very well positioned, very clean rooms, nice service, maybe a bit overpriced, but it is NYC.

Employees make you feel right at home. Not that far from Time Square. I would definitely go back the next time I'm in NYC.

Location can't be beat. The staff is very friendly and helpful. Beds are comfortable and the showers maintain good pressure and temperature.

Rooms are not very cramped. Great location. Very attentive staff.

Hotel was very clean. Bed was comfortable and pretty spacious for the price. It is near the center of many attractions. Walking distance to many places (Rockefeller Center, Times Square, and etc)

Nice hotel. Close to Times Square. Room was clean and comfortable. Reception was always available and good service

This was our first time in New York and we had a great experience at the Cassa Hotel largely because of Abraham. If you stay here ask for him. His knowledge of the city was outstanding. He always came from behind the front desk and shook our hands and asked us how our day was genuinely. He truely cared about our stay here. All other employees were very nice as well. Abraham just went above and beyond the call of duty... The room was very clean and the bed will make you sleep like a baby. We heard no noise from above nor the streets. The shower will make you not want to get out. This hotel is centrally located to all points of the island. The only downfall would have to be the cafe and no ice machine. We would stay here again when visiting New York!