I booked a confirmed room at The Nolitan the morning of my flight. My husband and I arrived early at 1:30 PM — well ahead of their 3:00 PM check-in — and were told the room wasn’t ready. No problem, we left our bags and went out, assuming we’d return to a ready room as promised.
Instead, at 3:15 PM — after check-in time — we get a casual phone call saying, “Sorry, we’re overbooked. We won’t be able to accommodate you.” No real apology. No empathy. Just a flat, scripted line delivered by the front desk like we were a minor inconvenience. When I asked why we weren’t told earlier when we were standing at the front desk, their excuse? “The front desk didn’t know.”
Let me be clear: I am pregnant. I had just gotten off a flight, walked through the city, and was depending on a place to rest. Not only did they not offer an apology that felt remotely sincere, they made zero effort to fix the situation. No offer to rebook us elsewhere, no upgrade, no compensation — not even a bottle of water.
We were left standing in NYC with our luggage and nowhere to go — and they didn’t care in the slightest. For a hotel that brands itself as boutique luxury, they offer the warmth and care of a bus terminal.
Honestly, if you enjoy gambling with your travel plans, go ahead and book here. Otherwise, run.