The worst customer service I have EVER received. Hotel staff could not have been more rude, more dismissive or more uncaring. I have called and emailed multiple times and got a different answer each time. Would rather stay in a box than stay here. Awful terrible diabolical!
Dear valued guest,
I am so sorry your interaction with the team was less than satisfying. This will be addressed immediately. Rest assure guest satisfaction is our number one priority over at the Aloft Fidi and I am sorry we fell short in this area.
I hope you will be able to give us a chance to fix this in the near future.
Avoid until refurbished! It’s clear this hotel is due a refit and they are waiting for the road works to be completed to do so as the gym and other facilities are closed as is the road the hotel is situated in! I’m amazed Marriott are marketing this hotel, photos are misleading as the wallpaper is practically peeling off the walls, mattresses are in conforta le, window won’t close properly so noisy as is the antiquated aircon, can’t change rooms as full!
I really feel mislead and am asking to be moved to a different hotel!
Hi biljanaf018,
Thank you for you valued review. I am sorry the recent construction and street closures placed a damp on your stay. The street closures are finally down, and I hope you choose to stay with us again soon to enjoy our recent upgrades.
Safe travels!
Add me to the list of people affected by the closure. Was due to arrive July 1, and only found out they were closed, when I tried to call the hotel directly on June 29 to ask a question. Got their voicemail saying they are closed due to garage collapse, and left a message. No email, no phone call from Aloft or Marriott about closure, or notification that my reservation was canceled by Aloft or Marriott on June 27.
I then proceeded to call the Toll Free Bonvoy Guest Services number.
Call 1, placed on hold for 15 minutes when it was promised that the agent would verify hotel was still closed, then call was disconnected.
Called toll free number back immediately, asked for a manager, who also promised to look into it while on hold, disconnected again.
On the third try, I spoke with an agent who was sympathetic and able to help me connect with a supervisor indeed confirmed the property is still closed, and opened a investigation ticket regarding this sequence of events. On this call, they also told me that my reservation had been cancelled on June 27 for my arrival on July 1. Again, no email received.
To be fair, the situation of the garage is beyond their control. But the lack of communication or notice is horrendous and totally under Aloft & Marriott’s control. Waiting until June 27 to cancel the room, with no offer to rebook at time of cancellation, shows a lack of concern, and shows zero hospitality. It is callous to the fact that some people have made plans months in advance, booked travel and event tickets, and secured paid time off. JW Marriott himself would be shocked!
Dear valued guest,
I am so sorry for your visit was affected by the closure. We were forced to close due to the sudden collapse of a nearby garage. We wanted to ensure the safety of our guests and associates. The closures are now opened, and construction completed. We are now happy to welcome you back. Our talented team members are ready to welcome you to the new and improved Aloft Fidi.
Hope to see you soon!
Beware if you are trying to book at this hotel or have an existing reservation! There was a garage collapse next door in April and it is still closed (as of week of June15). We showed up for our reservation in May unable to reach the hotel. We only found out it was closed when we called. Neither Marriott or the hotel ever contacted us to tell us about the hotel closure. Spoke to Marriott Bonvoy via text and all they could do was give me 10k points. Could not book us at another hotel. We were on our own to find another hotel for the night. I have again spoken to Marriott and they gave me an additional 40k points and said any more will have to come from Aloft. This is really unacceptable as any stay in NYC is > 60k points for one night. I did not receive any response from the Aloft front desk manager nor has their been any response from them since Marriott sent the message to a higher level manager. Really poor customer service and I will not be booking with Marriott in the future.
This is a very cool building with really nice common areas. The open air area is very inviting and the rooftop bar is absolutely fabulous.
But do NOT stay in room 205! It is right next to a door for employees that they use 24/7 and it slams very loudly all day and all night. It's not like a regular door that closes on its own, it's a very heavy commercial door with a push bar and the room shakes when it closes, like the workers are slamming it in anger or something. The first few times it happened I thought someone was pounding on my door!
Also, the location is convenient for walking places but it's right near the entrance to the Holland Tunnel which has a nightmare of an intersection that is always getting blocked by people trying to beat the traffic light. This leads to massive traffic jams and horns blasting.
