Ratings based on 977 Verified Reviews
4.2 Room cleanliness
4.3 Service & staff
3.9 Room comfort
3.9 Hotel condition
Hotwire Verified Reviews
by A verified traveler
Posted May 6, 2024 on Expedia
Very small and quiet, but very convenient and the room also had everything that I needed regardless of the size.
Comment from Hotel Management
May 6, 2024 by David Spillane - Director of Rooms, Hotel Management
Hello Oscar,Thank you for your review! We're delighted to hear that you found our hotel to be convenient and that our room amenities met your needs, despite the compact size. Providing a comfortable and well-equipped space for our guests is our top priority, and we're glad to hear that we succeeded in doing so for you.We appreciate your feedback and hope to welcome you back for another enjoyable stay in the future.Best,David SpillaneDirector of Rooms
by A verified traveler
Posted May 5, 2024 on Expedia
No drawers or closet to unpack. 1 small lamp. Dark room. Bed horrible sagging mattrres only small full size not queen. Hallway so dark almost dangerous. Would never stay here again. For almost $400 can do much better 👎👎
Comment from Hotel Management
May 6, 2024 by David Spillane - Director of Rooms, Hotel Management
Hello Mark, Thank you for sharing your feedback with us. We're glad to hear that you appreciated our staff and the unique ambiance of our hotel.However, we're truly sorry to learn that your room did not meet your expectations on your one night. Your comments about the lack of storage space, lighting, and the condition of the bed are duly noted, and we apologize for any discomfort or inconvenience you experienced. We take your feedback seriously and will address these issues with our team to ensure improvements are made.Your feedback is important to us as we continuously strive to improve our guest experience. If there's anything else you'd like to share or if you have any further concerns, please don't hesitate to reach out to us directly.Best,David SpillaneDirector of Rooms
by A verified traveler
Posted May 2, 2024 on Expedia
Comment from Hotel Management
May 6, 2024 by David Spillane - Director of Rooms, Hotel Management
Hello Robbie,Thank you for taking the time to review and stay with us at ACE NY. If you have any specific feedback or suggestions on how we can further improve our services, please feel free to reach out to us. We truly value your input as it helps us to continuously enhance the guest experience. We hope to have you back again soon with us.Please reach out when you stay with us again.Best,David SpillaneDirector of Rooms
by A verified traveler
Posted May 1, 2024 on Expedia
I found this hotel to be highly overrated and not a good value for the price. The air conditioning doesn't work in the rooms. The staff is unfriendly and unhelpful in the extreme with the bar staff being the worst in particular. They are rude and don't even pay attention to someone sitting at the bar. It's also oddly cheap in some ways. They have gross hand soap bars in the room but nowhere to place them so it just sticks to the sink and becomes a mess. The rooms are also poorly insulated from noise so you just hear everything between the neighbors and the street. There are a lot better value deals in NYC than here.
Comment from Hotel Management
May 2, 2024 by David Spillane - Director of Rooms, Hotel Management
Hello Christopher, We're genuinely sorry to hear about your disappointing experience at our hotel. We strive to provide exceptional service and comfort to all our guests, and it's disheartening to learn that we fell short of your expectations.Regarding the issues you mentioned, we sincerely apologize for any inconvenience caused by the air conditioning and noise disturbances. Rest assured, we take guest feedback seriously and will address these concerns promptly to enhance the overall experience for future guests.Additionally, we apologize for any lapses in our staff's behavior. Hospitality and attentiveness are values we prioritize, and we will use your feedback to reinforce training and ensure all guests receive the warm, helpful service they deserve.While we regret that your stay did not meet your expectations, we hope you might consider giving us another chance in the future to provide you with the exceptional stay you deserve. Thank you for sharing your feedback, as it helps us improve and better serve our guests. If there's anything else we can do to address your concerns, please don't hesitate to reach out to us directly.Best,David SpillaneDirector of Rooms
by A verified traveler
Posted Apr 27, 2024 on Expedia
Always love a stay at any ACE!!! This one sis not disappoint:-)
Comment from Hotel Management
Apr 29, 2024 by David Spillane - Director of Rooms, Hotel Management
Hello Melanie,Thank you for taking the time to review and stay with us at ACE NY. Thank you for your perfect score! We're thrilled to see that you had such a fantastic experience with us. We look forward to welcoming you back soon! We hope to have you back again soon with us.Please reach out when you stay with us again.Best,David SpillaneDirector of Rooms
by A verified traveler
Posted Apr 15, 2024 on Expedia
Only reason for the 5 stars is because of friendly staff. Booked a larger room but unfortunately we got a tiny 200 sq/ft.
Comment from Hotel Management
Apr 16, 2024 by Jesus Reyes Front Desk Manager , Hotel Management
Hello Bingjie,Thank you for taking the time to leave this feedback for the hotel as it assists us in improving our day to day operations. Our medium king category ranges from SQ ft sizes of 240 323 dependent on the what is available on the date of your check in. I've added a note to your profile for future stays to have you set up with a room lay out that would be more accommodating dependent on what is available here at the hotel for the corresponding category you are booked into. If you have any questions or concerns don't hesitate to reach out to us at any time.With Regards,Jesus Reyes Front Desk Manager
by A verified traveler from Eugene
Posted Apr 11, 2024 on Expedia
Loved the king suite - felt like we were in an apartment- it’s huge! Perfect stay!
Comment from Hotel Management
Apr 16, 2024 by Jesus Reyes Front Desk Manager , Hotel Management
Hello Peter,Thank you for taking the time to leave this feedback for Ace Hotel New York!I'm happy to see we hit the mark on your recent stay with us and look forward to the next time we get to have you with us.Don't hesitate to reach out to us at any time if you ever have any questions or concerns.With Regards,Jesus ReyesFront Desk Manager
by A verified traveler
Posted Apr 10, 2024 on Expedia
Comment from Hotel Management
Apr 16, 2024 by Jesus Reyes Front Desk Manager , Hotel Management
Hello Craig,I'm happy to see you enjoyed your recent stay with us, and we look forward to the next time we get to welcome you to the hotel.With Regards,Jesus ReyesFront Desk Manager
by A verified traveler
Posted Apr 9, 2024 on Expedia
Rooms were quite rough. Moved two times.
Comment from Hotel Management
Apr 9, 2024 by David Spillane - Director of Rooms, Hotel Management
Hello Heather,Thank you for sharing your feedback. We apologize for the inconvenience you faced with the room conditions and the need to move multiple times. We take your comments seriously and will address the issues promptly. We hope to have the opportunity to provide you with a better experience in the future.
by A verified traveler
Posted Apr 6, 2024 on Expedia
I liked the decor. It was dark in the lobby, and my room. The shower head was straight down and not adjustable.
Comment from Hotel Management
Apr 7, 2024 by David Spillane - Director of Rooms, Hotel Management
Hello Ben,Thank you for sharing your feedback with us following your recent stay. We're delighted to hear that you enjoyed the decor of our hotel. Creating a unique and inviting atmosphere for our guests is something we take great pride in.We appreciate your constructive comments regarding the lighting in the lobby and your room. We understand that lighting plays a crucial role in creating a comfortable ambiance, and we will certainly consider your feedback as we strive to enhance the overall experience for our guests.We apologize for any inconvenience you experienced with the shower head not being adjustable. Your comfort is important to us, and we will address this issue promptly to ensure that all of our guests have a comfortable and enjoyable stay.Thank you again for your feedback, and we hope to have the opportunity to welcome you back for a more satisfying experience in the future.