The Cloud One New York-Downtown, by the Motel One Group

No proper toiletries available, issue with quality and quantity of breakfast.

Shout out sade and rikky, they were excellent in making us scots feel welcome

Excellent location and good service

When we arrived at Cloud One Hotel, we were greeted by a lovely and genuine receptionist who made check-in smooth. However, as soon as I entered my room, I noticed a strong damp/moldy smell. I tried opening the windows and spraying aftershave, but when we returned later, the smell was still there. I went to reception, and they offered me a new room, which I accepted. The first night in the new room, I found myself itching and scratching a lot. I didn’t think much of it at first, but the next morning, after showering, I realized the hotel’s shower gel and shampoo were very strong and caused a rash on my skin. I’ve never had a reaction to hotel toiletries before, so I stopped using them. Another issue was housekeeping. Rooms weren’t cleaned until 4:00PM, which was frustrating since I was leaving early in the morning and returning in the afternoon to rest. I asked twice if my room could be cleaned earlier, around 11 AM or noon, but nothing changed. The cleaners was good but there was still dust in the rooms and sides wasn't wiped down. But the rest of the room was clean A few days into my stay, the itching got worse. I went to reception and asked if there could be bed bugs or dust mites. The staff said they would check with the manager, but I never heard back. When I followed up, I had to explain everything again to a different staff member. I showed them pictures of my skin, and they suggested I see a doctor or go to urgent care. I asked if they could at least change the bedding or inspect the room. They said it was likely the detergent their cleaning company uses. To test this, I slept in my own clothes for three nights—and the itching stopped. This confirmed the issue was with the sheets. I asked to speak to the manager and explained my concerns. He immediately shut it down, saying, "We don’t have bed bugs or mites." When I asked how the hotel planned to handle the situation, he said, "Do you want to leave the hotel or get a new room?" His attitude was cold, and he didn’t seem interested in helping. When I questioned him further, he hit me with, "I’ve been in this industry for 30 years—longer than you’ve been alive." I couldn’t believe how rude and unprofessional that was. I told him straight that his response was unnecessary. Another staff member tried to defend him, but I wasn’t having it. I said I would wait to see how they handled things before deciding what to do next. They eventually upgraded me to a better room, which I appreciated, but after that, the atmosphere changed. Before this, the staff were friendly and welcoming. After the incident, they barely acknowledged me. It felt awkward, like I was being avoided. On the positive side, the hotel itself looks great, and the location is perfect—close to the 9/11 Memorial and other attractions. Some of the staff were lovely, but the way management handled my complaint ruined the experience. The view from the last upgrade was the best view and too. Was much bigger and much nicer. Thank you for the upgrade. Would I stay here again? No. If they worked on their customer service and management’s attitude, it could be a great hotel.