Arlo SoHo

I stayed here 2 nights on the weekend of September 18th. The front desk was very courteous and helpful, however, there were major issues with my room. The air condition and the refrigerator did not work upon arrival (not to mention the elevators were so slow that I had to take the stairs to my room). When I spoke to Marshall the first time on Friday evening he advised that maintenance would be coming immediately. The maintenance guy removed the thermostat cover and had to go into the ceiling for further investigation releasing dust, mold and God knows what else into the air which in hindsight is a bit of a concern as I have no idea what I have been exposed to. Maintenance advised that it would take several hours to repair and wanted to know if I could leave my room at 9:00 at night with room service on the way, and I (in an attempt at being understanding) decided to stay. I asked if the ceiling cover could be replaced. At this point, maintenance said he thought I should change rooms and he was speaking with the front desk and would let me know in a bit. He never returned and the cover was never replaced, leaving screws and debris on the floor of my 4.5 star Soho hotel room. In the middle of the night I stepped on a screw leaving an imprint on the way to the bathroom. I complained again, being extremely frustrated but still giving the staff and management the benefit of the doubt around 1100 am Saturday. I again spoke with Marshall who was confused as to why the issue had not been resolved. He asked me to vacate the room again for several hours and I returned to the work still not being completed by 10pm at night. Sunday morning I was awakened in my "luxury" hotel room by housekeeping saying that I had already been checked out of the room (actual check out time is 1200). I then called hotels.com to complain and found that my second complaint to the hotel had not been recorded, which felt like a slap in the face after I had been so accommodating and polite under the circumstances. I was unable to enjoy my room for the short time that I was there. My romantic getaway with my significant other was ruined, I have serious concerns about my health as I have no idea what chemicals or elements I have been exposed to due to the light construction, and my foot hurts where I stepped on the debris carelessly left laying in the floor. I have been so patient and have reached out multiple times, yet management refuses to speak to me or return my calls. I feel as if I have been getting the run around and only received the offer of a call back when threatening legal action. This is so ridiculous, I work in health care with a background in customer service. They have blamed my experience on Covid, saying that they are very busy-apparently to busy to address my situation. I also think it is terrible that they are taking advantage of a global pandemic that has devastated this country and using it as an excuse to mask their own short comings. Clearly this business is not one of integrity, and I am deeply disappointed in my experience and their lack of empathy and response. I never leave bad reviews but I feel it is necessary when it comes to a violation of known health and safety regulations. I guess at this point I will be contacting BBB and filing a complaint as well, since the hotel refuses to refund my money. I have been under extreme emotional distress since my arrival and since returning home, because I still do not have any resolution. The hotel did not follow social distancing guidelines, especially in the elevators. Do not stay here if your health is important to you! Everyone I have spoken to has just brushed me off, do not stay if customer service is part of your vacation experience.

This is a great hotel to stay in for an overnight or weekend stay. The room we got was very good with an outdoor balcony with a shower. The room is very cozy so do not pack heavy. The service was good, they were very accommodating nad professional. I would stay here again.

I stayed 4 nights. The room was small, as expected, the shower and bed were excellent. A comfortable, if no frills, room. Certainly worth the nightly price. I was dismayed when checking out, though, as I saw unexpected charges to my account. Enter Amaris, the front desk manager. The only person on a busy morning, shuffling between making lattes at the café and handling the check-ins/outs. Unruffled, super-gracious. Did it all with a smile and in high heels. Immediately removed the charges without question, apologized profusely, handed me a free coffee, and swiftly went to her next 1,000 tasks. She is a wonder. Note that I had a friendly experience checking in, as well. Not satisfied with my room, and he (did not get name) took me to two others until I was happy. I was. Café let me try frosé before I bought one (try it...so good) and just an overall top notch customer service. Am I a brat that would say, omg, the sink is in the room? Yes, I am. Do I give a flying fig about it when I was treated as well as I was? No I do not. Will most definitely be back and tell two friends. Thank you.