The Lombardy Hotel

Subject: Formal Complaint and Request for Compensation – Hotel Lombardy Stay Booked Through Agoda To Whom It May Concern, I am writing to formally express my profound dissatisfaction with my recent stay at Hotel Lombardy, booked through Agoda. Without exaggeration, this was one of the worst hotel experiences I have ever had, and it completely ruined a trip that was intended to allow me to rest and fulfill important professional commitments. I stayed at Hotel Lombardy for eight nights, and I can honestly say they were the worst eight nights I have ever experienced in New York City. New York has been one of my favorite destinations for many years, and I have visited the city well over 200 times throughout my life. Never—not once—have I had an experience remotely comparable to this one. I chose Hotel Lombardy because my stay there in September of last year was excellent. I had a beautiful, comfortable, and quiet suite, which is why I returned with confidence. Unfortunately, this visit was the complete opposite. Beginning at approximately 7:00 a.m. every morning, construction and renovation work was carried out directly outside my windows. The constant drilling, hammering, and construction noise made it virtually impossible to sleep or rest. I have photographs and video recordings documenting the workers outside my windows and the excessive noise throughout my stay. This situation was particularly serious in my case. A few months ago, I underwent major pancreatic surgery. This trip was carefully planned to allow me to recover, enjoy a few of my favorite restaurants, attend Broadway shows, and participate in several important business meetings related to my work as a theatrical producer. Rest was not simply a preference—it was a medical necessity. Instead, I spent the week exhausted because I was repeatedly awakened by construction noise every morning. The suite itself was also in an unacceptable state of repair and maintenance. Among the problems I encountered were: * One of the air conditioning units was not working and had to be replaced during my stay, requiring maintenance personnel to work inside my suite. * The furniture was old, worn, and poorly maintained. * The curtains were dirty, aged, and neglected. * The shower curtain was visibly dirty. * The bathroom sink drained very poorly and repeatedly backed up. * Overall, the suite appeared neglected and lacked the level of maintenance one would reasonably expect from a hotel of this reputation. Additionally, I had specifically been promised a suite with two bathrooms. This was particularly important because, due to my recent surgery and ongoing digestive issues, I require a private bathroom for personal medical reasons. Unfortunately, the accommodations I received did not meet what had been represented to me when I booked. Even more disappointing than the physical condition of the room was the attitude of the front desk staff. When I politely explained that the construction noise was unbearable and requested to be moved to another suite, I was told there was no availability. I was further informed that because my reservation was non-refundable, if I wanted different accommodations, I should find another hotel myself, check out, and then take up the matter with Agoda. I found this response completely unacceptable. A hotel has an obligation to address serious issues affecting the quality of a guest’s stay while the guest is still on the property. Suggesting that I should spend my own time searching for another hotel, moving my luggage, and reorganizing my entire trip—especially while recovering from major surgery—demonstrated a shocking lack of professionalism, empathy, and customer service. I simply could not interrupt my recovery or jeopardize my business meetings by spending hours trying to relocate to another hotel in New York. The situation became so unbearable that I was forced to incur additional expenses simply to get some rest. On one occasion, I booke

Worst hotel we’ve ever stayed in in 30 years of travel! Room dark, furniture cheap like roadside motel, toilet practically on the ground, paint cracks along windows, only blanket as thin as a sheet, had to call engineer 2X for TV, internet 1 bar and kept going OFF all day and evening in the middle of emails and watching shows! Cheap, thin towels, unbelievably basic for the money despite nice lobby and friendly doorman and reception staff and nice pix on the web. Should be a 2 STAR hotel!!!

We needed a quiet, convenient respite from a local move out from our apartment. The Lombardy Hotel rose to the occasion superbly. Though not 5-star it was close enough for our needs and maybe yours too! Large restful rooms are awaiting you there and a staff that is anxious to please. Though we are locals the location is ideal for business or pleasure travelers alike…EVERYthing is within walking distance!

We have stayed at the Lombardy for about 15 years. It is great for families since that most rooms have a small kitchenette ideal for breakfast with kids. The downside is rooms are hit or miss...all different. This visit was a miss. Also, lack of dining or room service is a problem for some.