Sanctuary Hotel New York

The rooms were small but fine. Location is very good! The receptionist was a bit pushy with the destination charge and using it to eat at the rooftop restaurant. All fees were supposed to be included when I paid with Agoda. Well, I have to take it up with Agoda!

Staff were friendly, helpful, and relaxed. Facilities were great loved my room, and your right in the heart of time square…how could you beat it?

My office in NY is around the corner. Super convenient and. a great staff!

This supposed Boutique 4* is more like a standard run down 2* even by lower NYC standards. It has the thinnest walls of any hotel ever experienced where people are literally in your room and noise continues all hours of the night. Cramped poorly laid out rooms that feel like dungeons are one thing, but further, too many aspects of the room advertised on Agoda is not the room you get. Whoever is listing this place on third party sites needs to review and correct flagrant misleading of consumers, and per the hotel itself, this is a constant issue. The listed amenities are a fantasy, the actual square footage is a fantasy and be ready to pay a destination fee that is not listed by the hotel on this website at any point, in any small print. Agoda itself agreed with this exclusion of legally required disclosures, yet the hotel management stated they could not pick and choose when to refund these- this despite the proof of the absence of disclosure on the website even at checkout. So while Agoda blames the hotel listing agent and the hotel blames Agoda, you waste your vacation on the phone trying to argue Federal law. During this stay, there was very little sleep possible one night due to thin walls and literally zero sleep possible for another night due to electronic glitches in locking guests out of rooms which led to an all night endless noisy conference and comings and goings with banging in the hall with walkie talkies and tools and long conversations through the night...no concern for fellow guests. This may have been an unavoidable fiasco due to an emergency for the hotel, but the first thing that should have been done was to offer the few rooms next to this nightmare of drilling and all night noise a FULL refund for that night, not being told "other guests didn't complain" which was shocking and inaccurate. At every junction, statements like this made trust in this establishment lost, because they assumed guests don't speak to guests. On a positive note, the manager took the time to listen and partially deal with some concerns on checkout day, in the form of a partial refund for one night, and promising to at least follow up with the "hotel partner" that Agoda used to book this, in regard to destination fees, albeit refusing to refund them via the hotel. By then the two day horror stay had already ruined the trip, but I appreciated the time taken to review all the concerns and make a gesture of good will, insufficient as it was in light of the events of the previous evening. Hopefully the other company individual responsible for listing this establishment on various third party sites will get their act together and correct all the listing errors such as imaginary bathrobes and coffee makers and ensure the destination fees are divulged, per law.