Gotham Hotel

Formal Complaint Regarding Undisclosed Cleaning Fee & Unprofessional Conduct – February 11, 2026 Stay I am writing to formally address my experience at The Gotham Hotel regarding my Dayuse reservation on February 11, 2026 (3:00 PM – 11:00 PM). I have stayed at your property 3–4 times previously and have always had positive experiences. That is why I returned. Unfortunately, this most recent visit was handled in a manner that was unprofessional and unacceptable. ⸻ February 11, 2026 – Arrival (Approximately 3:00 PM) Upon arrival, my friend and I were carrying multiple heavy decorations for a Valentine’s Day proposal. A blonde doorman opened the main entrance door. However, when it became clear that we were struggling to manage our belongings and access the elevator, he did not offer assistance. A front desk employee instructed the doorman to help us upstairs. The doorman initially responded, “nah they got it,” before eventually escorting us up. Even then, he did not assist with carrying our items nor offer a luggage cart. As a returning guest, this level of service was disappointing and inconsistent with my prior experiences at the hotel. ⸻ February 11, 2026 – Checkout (11:00 PM – 11:27 PM) At approximately 11:00 PM, my partner and I were still actively cleaning the room, which contained rose petals, balloons, and proposal materials. Between approximately 11:00 PM and 11:27 PM, the front desk called the room three separate times stating that our Dayuse period had ended and that we needed to come downstairs. Each time, I clearly communicated that we were cleaning and needed a few additional minutes. At approximately 11:27 PM, I was told that if we did not come down immediately, we would be charged a $50 late checkout fee. I again explained we were trying to clean that I have a lot of decorations in the room like balloons, rose petals and etc. I was told, “we have cleaners for that.” At no point during these calls was I informed of any cleaning fee. I would’ve liked to have an option of choosing between the cleaning fee or the late checkout fee. It’s the principle of the situation. ⸻ February 17, 2026 – First Call Regarding Charge Approximately one week later, I noticed an $81 charge on my account labeled as a cleaning fee. On February 17, I called the hotel to inquire about the charge. I explained that this fee was never disclosed to me at checkout. I was informed that a manager would return my call. I did not receive a call back. ⸻ February 18, 2026 – Second Call (Approximately 5:54 PM) I called again and was informed that management had already left for the day (after 5:00 PM) and that I would need to call back the following day. ⸻ February 19, 2026 – Third Call (Approximately 11:25 AM) On February 19 at approximately 11:25 AM, I called again and spoke with Alessandra. I requested to speak with a manager and was asked why I wanted ti speak to a manager and to reexplain the situation again. During our conversation, the discussion escalated into a back-and-forth argument. Alessandra basically stated that it was my fault for not asking the front desk employee if there was a cleaning fee, that is not my responsibility. While I was still speaking and attempting to clarify the issue, Alessandra ended the call by hanging up without resolution. Alessandra later called me back stating she had conducted an “investigation” and that the front desk employee reported I never mentioned decorations in the room. This is inaccurate. Staff clearly saw the decorations upon our arrival, as they assisted with the elevator while we carried them upstairs. Although the conversation involved disagreement, I continued engaging in an effort to resolve the matter. Despite my repeated request, I was never given the opportunity to speak directly with a manager at any point during this process. Alessandra stated she would call me back at 4:00 PM on February 19. I did not receive a call back. ⸻ As of February 22, 2026 As of February 22, I have received no follow-up communication. If you have a chance to go to a different hotel, I suggest you do that because you do not want to go through what I went through.

The Gotham Hotel was very nice but the staff made it excellent. Olsi, Brandon and Ilda took care of me while I was overwhelmed, overstimulated and overworked - there for 4 nights/5 days for a work convention. They were all kind, extremely proficient, warm, engaging and greeted me a smile and hospitality with every interaction. They helped with everything from toothbrushes to borrowing an umbrella, getting directions, providing tourist related advice, late checkout and so on. Shout to all the door guys that welcome you with a smile and see you off with a wave....even if you have asked them for the 27th time "do i go left or right for 5th Ave?". Clean room and consistent daily housekeeping. I also got some credit towards the mini bar at checkin and it was a nice perk! Located close to Broodway and Time Square. Not far from New York Public Lubrary. 42nd street/Grand Central Station is an 8 minute walk. The room was nice but the balcony was next level! Def get a balcony room. The lobby is small, restaurant inside but I didn't get to try it. Seemed popular! Not sure of the amenities such as gym, etc as I didnt have time to care between work stuff and you walk miles and miles each day anyways. Def would stay here again, 5 stars!

I highly recommend The Gotham Hotel, perfect location, clean and incredibly friendly staff. Thank you to Brandon and Pixie for being so accommodating. I travelled with my daughter for 3 days and The Gotham was just perfect. Around the corner from incredible shopping on 5th Avenue and close to Times Square, we will be back and really recommend The Gotham!

Location, the vibe, the cleanliness and the hospitality. Brilliant location for traveler’s who’d like to walk the city. Close proximity to Times Square, Rockefeller, Empire State Building, MOMA etc Rooms are spacious and clean. The street view of the hotel is brilliant. Our checkin and checkout was super quick. Thanks to the staff for being so efficient and warm. The breakfast is just awesome. Highly recommended to book with breakfast. We’d surely book them again for our future visits to New York.

I stayed at the Gotham Hotel during one of those classic, chaotic, fully booked NYC weeks when everything feels like it’s happening at once — and honestly, this place made the whole trip smoother from start to finish. The location is incredibly convenient for getting around Manhattan without feeling stuck in the tourist crush 24/7. But what really stood out was the service. Ilga helped me personally and was genuinely the difference between a “fine” stay and a great one. She was responsive, calm under pressure, and somehow made everything feel easy during a week when I’m sure the hotel had zero breathing room. That kind of support is rare, and it mattered. If you’re looking for a hotel that feels well-run and human — not just polished — this is a strong choice. I’d absolutely stay here again, and I’d reach out to Ilga directly next time.