Upper Manhattan Holidays

clean, great customer service.

Extremely disappointing experience — not a hotel in the usual sense This was a terrible experience and, in my view, the property is misleadingly presented as a hotel on Expedia. The property did not operate like a hotel at all. There was no reception or staff on site, and I had to pay an additional fee to receive the security code needed to gain entry to the building. This was an unexpected extra cost and something I would not expect when booking what is presented as a hotel. I also needed somewhere to leave my luggage after check-out, which is a normal service I would reasonably expect from a hotel. As there was no staff available on site, I tried contacting the property by both email and telephone. The telephone call resulted in me being put through to a call centre where the person I spoke to was unable to understand my question. Most concerningly, I did not receive a response to my email question until the evening after I had already checked out, when it was too late to be of any practical help. Overall, this was not the experience I expected when booking accommodation described as a hotel through Expedia. The lack of on-site staff, unexpected additional charge for access, inability to obtain basic assistance, and delayed response made the stay extremely frustrating. Expedia should seriously review this listing and ensure that the way this property is represented accurately reflects what guests are actually booking.