by Holly Rosen Fink
Located in Midtown Manhattan, the Premier Hotel is a luxury hotel that is steps from Town Hall, Broadway and Times Square. Rockefeller Center and Radio City Music Hall are also within 10 minutes.
The hotel features a restaurant, a 24-hour health club, and a bar/lounge. Free continental breakfast, free Wi-Fi in public areas, and a free manager’s reception are also provided. Other amenities include a 24-hour business center, a conference center, and valet parking. Each room features floor-to-ceiling windows, a European soaking tub and separate walk-in shower, as well as free Wi-Fi, coffeemakers and flat-screen TVs with satellite channels. Other amenities available to guests include hair dryers and safes. Daily housekeeping, laundry services and concierge services are available.
Families are welcome in the exclusive Premier Lounge, perfect for kicking back with complimentary continental breakfast, refreshments and evening receptions, which take place on weekdays.
Our Editor Loves
- Valet parking
- Air conditioning
- Evening receptions
- Free Breakfast
- Free Wi-Fi
We had two rooms for 4 nights. We were able to check in early which was wonderful! Our room was a little larger than our teenage children's, which was across the hall. They had a view of Times Square, but we did not. We had a little sitting area with 2 chairs and they had one chair in their room. Beds and pillows were comfortable. Stand up shower and a large tub in the bathroom. The bathroom was larger than I was expecting. Breakfast each morning with cereal, bread, bagels, pastries, fruit, and yogurt. In the evening were free drinks (wine, soda, etc.) and appetizers. The location was just down the street from Times Square. There was a deli and also a few restaurants directly across from the hotel. After reading a few reviews prior to our stay I was a little worried, but we were very happy with our choice of the hotel!! Everyone who worked there was quite friendly and helpful. We would stay here again!
Stayed for 6 nights. First time in NYC. I love that there are about 6 rooms per floor. The bed was comfortable and we had lots of pillows, which I like. Our room was a nice size. The complimentary continental breakfast and happy hour were very generous and classy. The breakfast and happy hour wait staff were friendly and kept food and drink coming. We got a room on the 16th floor with a city view. It was amazing. I hope to get a similar room again.
Now, there are two issues that came up which could have been prevented with better management. But thankfully, they have an incredibly caring concierge, Monique, who would not stop until all was well.
Issue #1: On the first two nights, there was no central air ventilation. No heat, no A/C, no fan. No nothing. It simply was not working. It was the last week of April/first week of May, so NYC was still quite cold at night. We had no heat. One of the night staff sent extra blankets, which we accepted. But I made it clear that this is not a replacement for working heat. The night person said that the hotel had recently reset the central air for the entire hotel for summer and that is why there was no heat. But if it was set for summer, then we should have gotten at least a working fan. Nothing was working with our thermostat and air control. Dead on arrival.
This was a Sunday night and the night concierge told us that they had to wait until Monday to get it fixed. Uh, excuse me, but this is a 24/7 hotel with guests staying here. It doesn't matter what day of the week it is: if it's cold, the heater needs to be fixed. Other guests had also complained of no heat.
Monday morning, we met Monique, the daytime concierge. We told her about the problem. She said she'd take care of it. Maintenance people DID work on the hotel's central air that day, but there was still no heat on Monday evening. We had a second night of sleeping in a bone-chilling cold room. Not comfortable.
By Tuesday night, the heat was fixed. But now, there was no A/C for the warm weather. (It had gotten hot for one day.) Only heat was available. Shouldn't guests be able to adjust the thermostat to whatever temperature is needed? But finally, we had fairly adequate central air. Things were much better.
We appreciated Monique staying on this and doing her best to get through the line of command to get maintenance to fix the system.
I think a new central air system should be considered, or maybe just get the existing one properly fixed and adjusted so that guests can get the fan, heat, or A/C, depending on the need.
Issue #2: We reserved the "New York City Break" package which included a daily $25 meal credit at the hotel restaurant, which we took advantage of on several days. When we first arrived, we were told by the night concierge to simply let the wait person at the restaurant know we have the NYC Break package and the restaurant will take the $25 off our bill. Well, the waiter said the restaurant doesn't take that off the bill. He said we need to charge the meal to our room and then when we check out, the hotel's system will know we have that NYC Break package and the $25 per day would be automatically taken off at checkout for each day there is a restaurant charge. We told the night concierge what the restaurant had told us. She apologized and said she didn't know they were doing it that way.
However, at checkout, the meal credits had not been applied to our bill. Luckily, Monique was checking us out that day. She also saw that we didn't get our credits. She tried to get a code to enter into the system so that it would take give us the meal credits. It wasn't working. We had rush out to go to the airport, so we paid the bill as-is and Monique said she would get that $ refunded by the time we got to the airport. She called me in Newark airport and texted me the new copy of the bill with the reversed charges for the meal credit.
We really appreciate Monique's ability to fix these issues, and she did it with such friendliness. Man, she is quick! A problem solver.
These issues could have been prevented with management making sure everybody is on the same page. If you offer a meal credit on your room packages, make sure you have a process in place that everybody knows about which ensures the meal credit is actually given to the guests without us having to chase things down.
And it is not too much to ask for a properly functioning air system. We paid what we consider a premium for the stay, so having a freezing room for two nights is unacceptable. I can understand one freezing night, because stuff can break down anywhere, any time. But two freezing nights is a red flag. Monique genuinely cared about this and escalated it.
This hotel has all the elements to be considered excellent, but running of the daily business of serving the guests could use some tweaks and some processes in place to make sure things run more smoothly.
I walked through the lobby a couple of times and heard a front desk person apologizing to a guest and discussing an issue. I think if some internal things can be fine-tuned, the complaints will be reduced. By the way, all the staff we encountered were very nice and friendly.
The hotel is in a great location and it's on a fairly quiet street, a block from Times Square. Really convenient. We walked to the Richard Rodgers and Shubert theatres to see shows, walked to the Ed Sullivan Theatre to see a Stephen Colbert taping, walked to 30 Rock for various things, etc. The hotel is nice looking, upscale, quiet, and overall, we had a great time. I will book again here on my next trip. And I hope the central air will be okay. Thank you to the friendly staff, and especially Monique for all her help.