During my last visit to NYC, I decided to spend some time at the Equinox spa while waiting for my airport transfer from the nearby Blade helipad. The 90-minute massage was enjoyable, as one would expect for USD 550. The spa changing rooms and facilities were well-appointed. Regrettably, when I settled my invoice at the spa reception, I encountered a billing issue. I had requested that the bill be split between my personal and business credit cards. Despite both transactions showing as approved on the keypad and my banking apps, the receptionist insisted that the transaction was 'incomplete' on his screen. Long story short, after multiple attempts and subsequent duplicate charges, I paid USD 1100 for the treatment before I was allowed to leave. I was slightly annoyed with this incident but was assured the transactions would be pending and the duplicate charges would be released within 3-5 business days. After ten days, all charges were still on my account, so I sent a follow-up email to the reception. After having to follow up on this email again, the Director of Spa told me this was handed over to the accounts department. I waited another five days before sending another follow-up email to the Director of Spa, which was simply ignored. Miraculously, one of the two duplicate charges was refunded after another week. Today, my visit was over two weeks ago, and I am still waiting for the second duplicate charge to be refunded. No one bothered to respond to my email or even apologise for the way this has been handled. Having to send three emails to get a refund processed is unacceptable. While the treatment was enjoyable, the check-out, problem-handling, and aftercare were a complete disaster.

Staff quality mars the service experience. The spa in particular has not been trained to honor what a high end wellness experience should be and continually creates stress over minutiae’s rather than letting peace prevail. Staff are also over zealous in their efforts to micro manage every step of a clients journey throughout the facility which needs a cultural shift. Visiting another spa today and the peace that comes from staff that know how to balance service with not micromanaging is palpable. Dining options include only one on premise and menu is very sparse. No casual coffee places as one would expect for a five star experience The bed is uncomfortable. Hard mattress with no sheets. Just twin comforters in a king bed that is too low resulting in poor sleep quality. The thermostat as well does not work properly and I woke up tossing and turning all night The fitness center is overcrowded because it caters to locals and not just guests so there is no possibility to get a spot in the hot tub or a lounge chair on the terrace even on a weekday

The staff- everyone was extremely helpful, friendly and accommodating. It was my girlfriends birthday and they left a handwritten note with champagne and a pastry ❤️ The room: dead silent and extremely cozy, best sleep I’ve every had. The features inside the room were so great, sleep mode, lighting effects, etc. the blackout shades were my favorite. The view is also spectacular, either the view of downtown Manhattan or the beautiful Hudson River. The amenities: the gym, spa and pool are all top notch. All of the locker rooms were beautiful and pristinely clean. Can’t say enough about this place, it’s the best hotel I’ve ever stayed and in and will be coming back soon.

I am a converted Equinox guest- as someone that appreciates health and wellness but equally holds value in chic design and cool vibes Equinox hits the mark on all! The in- room comfort and amenities available is outstanding- equipped with luxury products, the mini- bar has all kinds of Wellness goodies and equipment to utilize in the privacy of your room. The brand has thought outside the box - bathrobes are super cool. In Room dining menu is healthy- thank you! Access to classes and gym is top notch! Definitely coming back!

Nathan and the Team at the Hotel are doing an incredible job incorporating luxury with a high-performance lifestyle. My guest and I were met by the friendly concierge, who accommodated a ridiculously early check-in due to our early arrival. The Team greeted us by name throughout our stay, which made us feel at home. The lap pool, hot tub, and complimentary champagne were everything we needed for a revitalizing stay! Highly recommend.