The Chatwal, New York

I am incredibly disappointed with my recent stay at The Chatwal, particularly because I was a returning guest and had previously loved this hotel. The biggest issue was the lack of transparency regarding the extensive renovations taking place. There was no clear disclosure during the booking process that the hotel was under renovation. Apparently, information about the construction could be found several pages deep on the website after clicking through multiple links, but it was certainly not presented in a way that a guest would reasonably see before booking. Even more disappointing, when we checked in, the front desk said absolutely nothing about the renovations or the fact that the hotel’s restaurant was closed. This would have been an obvious opportunity to explain what was happening and what services would be affected, but it was never mentioned. I actually discovered that the restaurant was closed the following morning when I went down for breakfast. Breakfast was included as one of my hotel “perks,” yet I was told it was being served at the Irish pub next door. That is a far cry from the upscale, white-tablecloth restaurant experience advertised on The Chatwal’s website and certainly not what I expected when booking a luxury hotel and selecting a benefit that included breakfast. Had I known before booking that the hotel was undergoing significant renovations, that the restaurant would be closed, and that my included breakfast would instead be served at the pub next door, I absolutely would have chosen another hotel. Beyond the construction, the condition of our room was extremely disappointing for a hotel of this caliber and price point. The room felt tired and very run down, and the carpeting had stains throughout. This was nothing like the experience I remembered from my previous stay and certainly not what I expected from a luxury property. What made the experience even more frustrating was the way my concerns were handled. I spoke with the manager/front desk about my disappointment and was told someone would follow up with me to address my concerns. No one ever did. I completely understand that hotels need to renovate, and I appreciate properties investing in improvements. My issue is not that The Chatwal is renovating—it is the lack of transparency with guests before and even after arrival. Guests paying luxury-hotel rates should be clearly informed when major amenities are unavailable and when renovations may significantly affect the experience they are purchasing. I had been excited to return to The Chatwal because of how much I enjoyed my previous stay. Unfortunately, this experience completely changed my opinion of the hotel. Between the lack of disclosure, the condition of the room, the closure of the restaurant, the disappointing substitute for the breakfast experience, and the failure to follow up after I raised my concerns, I would not stay here again.

Unfortunately my stay was marred by a hygiene issue. I found long hairs on the towels provided in my room, which made me uneasy about whether the sheets and pillowcases had been properly cleaned too. I flagged this to a manager during my stay and took photos as evidence, but I never received any follow-up or acknowledgment from management afterward. Basic cleanliness is a non-negotiable for any hotel, and the lack of response afterward was disappointing. I’d think twice before staying here again unless housekeeping standards are addressed.

Don’t stay at this hotel, especially if expecting a stay worthy of FHR. Upon arrival, there was no one to greet our vehicle, the front desk staff was not there several occasions (and needed to be prompted from a different room), the room had a dirty floor and the sheets were stained. The shower wasn’t hot, the breakfast was just ok, and the pool/spa is closed. So many areas to improve that I almost didn’t write a review.

From start to finish, it was a truly wonderful experience. Beautiful property. Wonderfully located. Even though it's close to Time Square and the Theater District, we heard little outside noise. Excellent, attentive staff. Exceptional rooms. The Chatwal deserves is well-deserving of its 5-star rating.

Second stay here and we will keep coming back. It is a small boutique hotel right in the theater district, and the suites are big for New York, with spacious bathrooms too. Staff is very attentive, the way only a small hotel can be. One warning: car pickups and Ubers are slow because everything has to cross Times Square, which adds ten minutes or more to any ride. The upside is that the theaters and a lot of great restaurants are all walking distance.