- Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Poor customer service & accommodations.
Very disappointing and frustrating experience with Upper West Side Sugar Hill. Would not recommend this apartment type hotel to anyone. See reasons below: 1. Arrived for check in at apartment at 3:45 PM as communicated 2. Room was not ready. Had no linens or AC. 3. Owner sent guest to another location, an unlocked apartment in a paid cab about 15 min away to wait there until room was ready. Neighborhood was not the safest. Owner told guest they she could stay at second apt if desired or go back to first. Second apt had no linens either 4. In fact, second apartment had the dirty linens still in a bag at the apartment 5. Owner showed up to apartment 2 with linens a couple hours later, and asked guest if she wanted to stay there or at first apartment. 6. At that point guest was not satisfied at all with this service or accommodations, and asked for a full refund and found another place to stay. 7. Owner agreed to full refund in person & guest also confirmed a refund would be initiated with owner via hotels.com message center 8. 15 days post check in/cancellation and 2 calls with hotels.com, guest refund has still not been issued Bottom line, very poor customer service & accommodations.