Guest User
October 23, 2022
We had booked four nights here for our trip to New York, and called two weeks in advance and confirmed our booking. When we get there, we are met by an unwelcoming receptionist who got our booking name and without further information get on a call with someone else. We then find out that he was calling one of their partner hotels as this was apparently turned into a homeless shelter, something they neglected to inform us about before arrival. After another phone call with the other hotel he then informs us that there are no available rooms at this other hotel, and he can therefore give us one room here for the night and will then cancel our stay for the other three nights. He is in no way understanding or helpful about our frustrations about this situation, and doesn't seem to see a problem in the fact that we haven't gotten any information about this before arrival. We get checked in, and even have to remind him to give us our ID back, as well as notice how they have copies of peoples’ bookings lying around for everyone to see. We then get to our room only to notice that the door can neither close properly nor lock at all. We, therefore, get on the phone with ********** whom we booked through, whom hadn't gotten information about the fact that it was turned into a homeless shelter either, and with help from ********** get a hotel right away and left Royal Stay Hotel as soon as we can. Can NOT recommend this hotel to anyone, they have the worst customer service, absolute no understanding or helpfulness, doors don't lock (or close properly) and they fail to inform their guests about whether or not they are actually able to stay there when you book a room.