Park Lane Hotel

I would like to share feedback from our recent stay at your property, with the hope that it can be helpful for your service improvement in the future. My husband and I stayed at Park Lane Hotel from October 23 to 26, 2026. We usually stay at The Edition Hotel in Times Square, but this time we wanted to experience a Central Park view, so we decided to try your hotel. We booked and prepaid for a three-night stay at approximately USD 1,200 per room per night (tax included), totaling nearly USD 3,700. It’s not a small amount for us, but we value comfort and were happy to spend more in exchange for a pleasant, clean stay. Unfortunately, the experience was disappointing from the moment we arrived. We checked in around 11:00 PM, and while waiting, we noticed another guest complaining about a smelly room, a non-functional AC, and TV issues. The receptionist didn’t seem empathetic or proactive in addressing his concerns, which was already worrying. We had a dinner reservation at your hotel’s restaurant, and the receptionist promised that our luggage would be sent to our room while we dined. She also mentioned that we’d have “a wonderful room with a view,” which made me very happy to hear. However, when we returned an hour later, our luggage hadn’t been delivered. My husband had to call the reception to follow up. When we finally entered the room, we were shocked. The room condition was unacceptable, especially for a property of your category and price range. There was an ironing board with an iron still plugged in, dusty carpets, a cheap plastic trash bin, and a non-functioning AC replaced by a small fan with an exposed stretched cable on an old table. The countertops were covered in white stains, and one of the bedside tables had visible human body fluid stains — something that was truly disturbing. The shower gel bottle was empty, and the overall cleanliness was far below any reasonable standard. As someone who has worked in the travel industry for over a decade and traveled extensively, I can confidently say this was one of the worst rooms I’ve ever encountered. We immediately decided to check out the next morning, regardless of whether a refund would be provided. We rebooked our usual hotel in Times Square instead. Upon checkout on October 24, we met with the manager, whose only response was, “Can we clean your room?” — without any effort to understand the situation, apologize sincerely, or offer compensation. While I understand that weekends can be busy, the lack of genuine concern or initiative to make things right was disappointing. This feedback is not intended to complain, but to help your management reflect on service quality. Guests work hard and save to enjoy their vacations, and the least they expect — especially when paying over USD 1,000 per night — is a clean, comfortable room and a caring attitude from the staff. Please don’t rely on overly edited photos or overcharge for rooms that don’t meet expectations. If the rates were in the range of USD 300–400 per night, expectations would naturally adjust. But at this price level, guests deserve far better.

Exceptional stay start to finish. I highly recommend this hotel. Excellent location, comfortable and spacious room.

I booked Park Lane Hotel for my mother’s birthday trip expecting a 5-star experience. Instead, we were downgraded without notice, provided with a room that lacked essential amenities (including basic hygiene facilities necessary for medical reasons), and treated with disregard by front desk staff. Despite addressing the issue during our stay and through follow-up emails, we received no explanation or appropriate compensation. Booking.com passed the responsibility to the hotel, and the hotel deflected it back. No one is willing to be accountable. This stay was not just disappointing - it was distressing. My mother left in tears on what was supposed to be a celebratory trip. As someone with a global audience and hundreds of luxury hotel stays behind me, I can confidently say this was one of the worst guest experiences I’ve ever had. If you’re expecting reliability, care, or even basic professionalism - look elsewhere.

My company booked this hotel through our corporate travel agent so it is all paid in advance and that I don’t have to settle anything. Yet by checkout $50 per day plus tax was demanded from me as „resort fee” which with 5 nights stay is not insignificant. It turns up this is how some US hotels avoid paying full commission to the travel agents and attract traffic through initially lower price. If I knew this in advance I would have chosen different hotel as I have travel budget to adhere too. I was on 11th floor sharing the wall with the lifts so my room sounded like it was a strong wind outside 24/7. I was at work most of the day but it was really annoying when I was in the room. The week I was staying temperature dropped significantly to 50s F but aircon was only blowing cold air on „heat” setting so if I am to come to NY on business in the cold Autumn or Winter I will definately not stay there. I am glad I took hot water bottle and warm pyjamas. You cannot warm up in the bathtub as there is only shower although size of the bathroom would allow to fit one. Kettle is also not in the room - note for UK travellers - you need to specifically request it. The same with slippers although short bathrobes are there. On the plus size you can open the window from the bottom for about 2 inches to ventilate a bit and rooms are larger than average NY. Location is good for Madison Ave, 5th Ave, Central Park, Rockefeller Centre and Times Square. All within walking distance up to 15-20 min.

Fantastic location and really spacious room! Great breakfast on 46th floor with view of Central Park. Staff all friendly and helpful. Quick check-in as well. No problems with elevators at all! The cost is substantially cheaper than other 5 star New York hotels but if you are expecting the same luxury as the Plaza then you will be disappointed. Only minor problem was lack of coffee maker on room.