The Luxury Collection Hotel Midtown

There are so many hotel choices in Manhattan to choose from. Each of these hotels has something to offer. As a traveler who stays in hotels 100+nights/year I look for specific attributes when choosing a hotel. Location is very important. Amenities and dining choices are also important. Room choices can make a difference. But in the end what drives me to stay at a hotel, time and time again, is outstanding customer service. At the top of my list is the Luxury Collection Hotel in Midtown Manhattan on 54th and 7th. This hotel checks all of the boxes for location, amenities and room choices. But, where it far exceeds other hotels in the area is their commitment to customer service. In particular I want to point out the outstanding customer service of the hotel's General Manager, Mr. Geoffrey Mills. My wife recently stayed at The Luxury Collection for our 30th wedding anniversary. This is such a special time you can imagine how important it was to find the "perfect" hotel. While my wife and I have stayed at several hotels in the Manhattan Area over the years, for this special occasion I wanted to find hotel we had never stayed at. I was surprising my wife the the trip so I conducted a lot of research in advance of booking the hotel. In the end I chose this hotel based on the phone calls I had with Mr. Geoffrey Mills. In speaking with Mr. Mills before I locked down the trip I knew that this was the place to stay and booked a one week stay at The Luxury Collection. The staff were tremendous. The location, amenities were top notch. The accommodations were fantastic. The design of the hotel lobby and the restaurant were great - very warm and inviting. The room accommodations were much better than what I have seen in other hotels in the area. The rooms are all large, clean and impeccably maintained. While the items noted above are important, the best part of this hotel is the customer service and attention to detail by Mr. Mills. In my extensive travels I have met many hotel managers. Mr. Mills is at the top of that list. He is professional, attentive to detail, respectful and goes out of his way to help make the guest experience a priority. He is an exceptional manager. And his devotion to customer service is reflected in the customer service provided by the rest of the hotel team. We will stay at The Luxury Collection on our future trips to Manhattan. Regardless of your favorite hotel in the area, I strongly suggest you consider this hotel. Safe travels and enjoy. Leonard

I keep trying this hotel with the hope that conditions will improve. Sadly, while the staff are generally friendly and helpful (a couple of exceptions at the front desk), this place just can’t get its act together and it remains uneven at best. I stayed a few times when it was the Conrad and, as a Bonvoy member with status, I was thrilled that it was purchased by Marriott and have stayed here 4 times since the switch. Instead of investing and upgrading, a bad gym got worse (I don’t even bother and just pay to go to Crunch down the street), the ATM was removed and the front desk no longer has cash or makes change (come prepared or tipping will be a challenge). On my most recent visit, the toilet plumbing wasn’t working properly and despite 2 calls and 2 visits to the front desk, no one seemed to care much until my last day when I had to speak to the manager, the ironing board was broken and filthy, and two mornings in a row there were only decaf coffee pods in my room. When I tried to call about the latter issue, no one answered the phone (schlep to Starbucks at 5:30 am). The check-in line at the front desk is almost always unreasonably long and the staff generally seem beaten down (and not shy about complaining), but again, I found most to be helpful. Positives - big rooms that are holding up well, good bath products, comfortable beds, great restaurant and very convenient location. It seems that Marriott only licenses the name (which is a misnomer and just weird) to a hotel owner that hasn’t changed; unless they step in and mandate improvements so the experience matches the price and the silly name, I suspect this hotel will continue to limp along. All that said, the hotel options in midtown are pretty dismal and limping along at exorbitant prices is what most of these places do well.

We recently had a girl’s weekend and had the best time! This hotel is close to the action but also far enough away where you don’t have to deal with the time square craziness. They have 24 room service and their bar downstairs off the lobby was not only convenient but had great cocktails and appetizers for our pre-show snacks. The staff was also very accommodating and friendly, their valet service was quick and easy to deal with as well. The room was clean and well stocked, and the linens were fresh. We couldn’t have been happier with our experience here and plan to add this hotel to the list of places to stay for our New York trips. Thank you for everything and see you again soon!

This has become my go to hotel in NYC. I've been coming here since it was the Conrad. Love the location, love the rooms. Specifically the size of the rooms, I find them so comfortable. I recommend this hotel to a business traveler, and family travel just the same. Very safe location, near everything. Beds are very comfortable, breakfast is great. Only positive memories from this hotel.

First day of our week here but we can already say our suite is roomy, and the service is great. Jimmy was great/welcoming at check-in. Also, really appreciate Jason’s help making this a weekend special for our daughter’s 21st with the room decorations, balloons and champagne ready for our toast.