Aloft Manhattan Downtown - Financial District

DO NOT STAY HERE! This hotel is next to a smoke shop and most rooms smell like smoke and are filthy. This is a franchise location and the operators do not adhere to the customer service standards of a typical Marriott property. I am still waiting on my refund for my stay (I immediately checked out upon arrival) and they are dodging all my and Marriott Corporate calls. I am a Marriott Lifetime Titanium Platinum Elite and I am beside myself in the lack of customer service from the location. PLEASE DO NOT STAY HERE.

Rooms: Small. Heater didn't work.

I booked this hotel using booking.com selecting to pay at the property. The location itself attempted to run my card a day before the reservation, then the morning of (it was locked since I choose to pay at the property) second time they ran it I got an email that I had 7 hours to pay or it would be cancelled. So I payed 1031.00 and boarded my flight. Imagine my shock upon attempting to check in that my reservation was cancelled. Why you may ask? An invalid card in the system. (How when I’m supposed to be paying at the property right? ). So i show that i indeed paid using the same card the obviously in competent manger loudly read the last 4 digits of my card number as being what they have saved. Then of course they had no other rooms. While talking to said Manger since the first child had no customer service skills, saying “yea unfortunately it’s cancelled” in a sweet voice is not customer service, it’s condescending. I expected more from them however I’m reminded everyday to not expect you from other people. Anyways as the manager talked o er me after I explains the steps I took in a moment of clarity she too said well i thought you were paying here… uh hello?!? What difference would that make if it’s still cancelled?! Right so after waving me away to call booking.com that is in the Netherlands… so an international call, i hear the staff mocking the situation saying booking should find a room. Why would the site find me a room when they did not call my room? At any rate do not book here they are shady, they tried to be elitiest however it fell very flat upon entering the lobby and looking at the staff, you can smell the piss poor attitude from the door. As for me Thank God not only did booking give my money back but I was able to make sure the right people knew of my issue with recording as proof. So yea Selya wtf your name is Last laugh is on me … dear Edit 10/27/2024 here is an email just received from the location. Now we know why the staff’s behavior is so bad. It starts with leadership