The Roxy Hotel New York

Zillah was the most amazing host ever on the front desk and she would be the reason, we would come back to the hotel for, to get the awesome service again

My daughter and I came for an overnight for her birthday. Our stay was awesome, especially thanks to Danny at the front desk who could not be more incredible. He made her stay more comfortable despite some confusion for when we booked our room through Hotel tonight. Then he personally saw to it that my daughter‘ birthday was extra special by sending housekeeping with room service to celebrate her. Of course I left a bag from our Soho shopping experience in our room whenwe left. Danny personally saw to it that the bag was recovered and stored safely in lost and found for us to later recover. The tell itself is so much Fun with Live music, the movie theater, the coffee shop and more. But the staff is what really makes this place special. Thank you, Danny!

I love the Roxy hotel - it’s always a fantastic experience. Rooms are large and clean, and the beds are comfy. The staff is lovely and will accommodate almost any request. Zilla at the front desk was wonderful and pays extra attention to her guests. She truly went above and beyond.

Zella is amazing! So hospitable, helpful, and sweet. She is super informative and able to answer our questions. She made us feel welcome instantly!

We recently stayed at this hotel and feel it’s important to share our experience due to a serious safety-related incident and how it was handled. We arrived after midnight following a long travel day. Check-in was cold and transactional; no overview of the property or amenities (cinema, lounge, club, restaurants), and little effort to make us feel welcome. I also asked about a complimentary upgrade referenced through my booking status and was told only paid upgrades were available. While disappointing, we moved on. Shortly after checking in, my fiancée and I were waiting in the lobby near the front desk for a food delivery when we observed a man seated on a couch with his hand down his pants, making repeated up-and-down motions for several minutes. While his genitals were not exposed, the behavior was clearly visible, unmistakable in nature, and entirely inappropriate for a hotel lobby. We both independently witnessed this. We immediately notified the front desk. Security was called, and a guard named Esteban arrived. In front of us, he stated that the individual “wasn’t doing anything,” that “his hand was just down his pants,” and that “he’s here all the time.” When asked if the individual was a guest, Esteban confirmed that he was not. The behavior we reported was dismissed outright, no apology was offered, and the situation was treated casually, despite the individual being a non-guest in a public space. As a result, my fiancée felt unsafe and uncomfortable using public areas of the hotel for the remainder of our stay. The following day, we spoke with a manager named Derek (or Derrick), who was professional and kind. He acknowledged the behavior was unacceptable, offered drink vouchers, and said he would investigate and follow up. However, when we returned later as instructed, he had already left. At checkout the next day, we were told by Derek that camera footage was inconclusive, the general manager had been consulted, and that we would receive a follow-up call within the next few days. We never did. We waited two weeks, including submitting detailed internal feedback through the hotel’s survey, before posting this review. No follow-up or resolution was provided. To be clear, we were not seeking compensation. We were seeking acknowledgment, accountability, and reassurance that guest safety is taken seriously. Being left with the impression that the incident “may not have happened,” despite both of us clearly witnessing it, was extremely disappointing. Additionally, while unrelated, our room was not very clean. We found hair in various places throughout the room. We did not raise this during our stay, but combined with the above, it added to our dissatisfaction.