WestHouse Hotel New York

Perfect location, kind and professional staff.

We had a great stay. Location could not be beat. Accessible by metro to get anywhere you need to go. The breakfast and “indulgence hours” were delectable.

Great suite. Generally nice, although renovations are much needed. Was satisfactory for first 2 nights, and the the drama began. On our third night in the hotel we were awakened with a huge crashing noise. The next morning, without context, we were told that the terrace—where breakfast was served—-was closed for the day. Later we found out, by chance in the elevator with an employee, that a pipe had burst on the floor above us. Same day our heater and air conditioning went out (later we found out that it had been disabled due to the issue on the 24th floor) and wasn’t restored until 2 hours before checkout. The fourth night, from the suite above us, we were again awakened in the middle of the night with the sound of banging on the walls and floors. The next morning we were told that the people in the room were leaving that day, and apologies given for the noise. The fifth night, the noise started at 2330!! Called the reception, and were told the noise must be coming from outside of the hotel. At 0230, called again, to be told that the noise was not from the hotel and they couldn’t do anything. I went from the 23rd floor to the 24th, and found that they had a construction site going on in the rooms above us. Went to the reception in my PJ’s and was again told there was surely no construction going on in the hotel in the middle of the night. Demanded to speak with the night manager, and finally was told the truth: YES, they had been doing construction nonstop in the suite above ours for the past 3 days. Never even thought that it might bother anyone…or better, never cared what it meant to everyone else on the hotel. Supposedly, Paige (day manager) would contact TRIP.COM regarding a partial refund, but to date, nothing. For more than 600 USD (remember, an additional 100 USD per night comes on top of the price listed here) per night I would expect at least a quite clean place to rest my head. Absolutely ruined our trip.