Crosby Street Hotel

A really disappointing stay. Customer service let it down, though some staff really lovely. 2 stars for the decor, also lovely as you'd expect and location. I booked for 4 nights with my daughter on our way from LA back to London. Well, I thought I booked and planned for 4 nights. I initially needed to change our dates from the Sunday-Thursday and emailed the hotel to switch our dates to a day later Mon- Fri. I made sure to spell it all out, so no confusion (day/month mixup etc). They got back to me straight away and said no worries we have you booked in for the Monday-Friday now instead. Amazing! But I didn't check the reconfirmation email! Always check! My big mistake. Lesson now learned. I didn't think any need (other big mistake). So we arrived after a long travel day and a 430am start, slightly delirious. The person behind the desk "so we have you booked in for 3 nights until Thursday". Wait, what? I was so tired I forgot about the emails and just thought maybe I stuffed up when booking. (It’s happened) They very sweetly said they had no rooms at all for the Thursday night so we couldn't extend. but to check back the next day as things change all the time! So tired we thought we'd sort it the next day. The weird thing was when I looked online to see if rooms available, there were. Go figure. So I booked a Deluxe Room Top Floor - I had a stroke 8 years ago so have some noise-sensitivity and wanted to be as far from the street as possible. My daughter booked a Deluxe Room. It was on the 6th floor, mine on the 8th and no difference with noise. My advice, don't bother paying the extra 300 - my daughter's room was much bigger and nicer, with a much nicer, bigger bathroom, my room was tiny. I thought mine would be nicer or at least the same as I paid more. Wrong! While her room was opposite the 2 main elevators, not so great, mine was right beside the service elevator, really bad. When I said something later, the person behind the desk said yes but it doesn't ding so it's considered quiet.But people constantly back and forth outside the room, it's not quiet! I think these rooms should be 300 less, not more.A waste of money in my opinion. The next day we checked to see if we could extend. When I mentioned the mix-up with dates but how I'd also made the mistake not checking the reconfirmation email, they didn't even apologise. Yes I know I made a mistake but the correct details were given in their reply to me, so I just assumed and they made the mistake when they changed it. They tapped at the computer trying to find a room for ages. I said I'd be happy to upgrade, was a suite available etc but they shook their head. Weird again, because online there were rooms and suites available. I went all the way through to the payment page to double-check. Silly of me not to say something but I thought maybe something changed etc and I was a little in shock. Were they saving those rooms for other people?? They then went into the back room to check and came out 15 minutes later, "I have good news and bad news". Ok, I said. "Your daughter can stay in her room, but you'll have to move down a tier to a Deluxe." Ok, this was when I said, my daughter's room is much bigger and nicer anyway so that's fine. This was also when I was told, because I asked for a quiet room I was given that one. But it's right by the elevator! He said, yes but it doesn't ding like the main ones etc so it's quiet. Right. Anyway, so on the Thursday morning I'd been told to come down and hand key in before 10 to move rooms. I packed up everything. A hassle as I needed to do again the next day when we departed, but easier than moving hotels! I went to breakfast and went back up to get my coat etc to leave - I had a meeting uptown at 1030 and was leaving right away. I went to reception and told the person there, I'm here to change rooms, bags ready in room etc. They said, I have great news! You don't need to move! What?!! I just packed! They looked disappointed I wasn't ecstatic :/ No that's great, I said, thank you, but it would've helped if you'd told me before I packed everything and needed to check out at 10. Oh, they said, we didn't want to disturb. Huh?? Put a note under the door. It's a tradition in hotels. I'd been down to breakfast at 8 anyway. So, yeah, customer service lacking. Not one apology either. And then the next morning when we left, we checked out and said a car was picking us up to go to the airport at a certain time and we'd be back to pick up our bags for then etc, expecting them to be brought down when we checked out. We left a tip with the bags in our rooms. We came back and the bellboys searched for our bags for 15 minutes, before realising they must still be in our rooms. The front desk hadn't told the bell desk to get the bags, Meanwhile, the car is waiting outside and we have a flight to catch. Luckily I booked for plenty of time but it made it slightly stressful. Anyway, the bell boys were all great, it wasn't their mistake obviously. The concierge was also always lovely and personable too (we didn't use him though), same with the doormen, most breakfast staff and maybe one front desk person smiled, the rest seemed like they couldn't be bothered. Yes, I know it's NY but you work in customer service in a hotel, crack a smile! Maybe they reserve them for people they deem worthy. Anyway. Breakfast was mostly ok. Some dishes good, others average. I had an omelette 1 morning - more like an egg roll with spinach etc inside, it was dry and the potato served with it was cold inside. Microwave maybe? It's also a popular breakfast meeting site with locals so it’s usually packed and noisy, be warned. Anyway, we loved the location. That can't be beat. Everything else? Meh. I won't stay there again and it's made me rethink other Firmdales, which is a shame. Plenty of other hotels to choose in both NY and London.

Beware the deposit. We stayed three nights at $6,000 and they charged me $2,500 more for deposit. We have stayed at many luxury hotels around the world and NEVER EVER have we been charged such an outrageous deposit. We still have not received our deposit back and they said it would be returned immediately upon departure. We left two days ago. We stay two times a year at the SOHO (same Firmdale group) in London and they do not charge these absurd deposits.

Another great stay at this hotel. Great service, beautiful rooms and a location in the heart of soho. The only drawback is soho can get very congested on the weekends but the hotel itself is always one of our favorites. We love the little lobby bar and courtyard in the back.

The hotel location is good for SoHo shopping, restaurants, etc. No valet parking, although there's a garage down the street. The service is really top notch, at the high end, even by NYC standards. The restaurant will always seat hotel guests, no matter how busy, and it's always busy! The food and service are excellent. The lobby is very small and really not much of a lobby at all. The rooms are smallish, even for a deluxe - the bathrooms are very small relative to the price, but immaculate and comfortable. Incredible water pressure! Negatives: lack of valet parking and small room size. Positives: service, location, and upkeep of the hotel.

Spectacular oasis in NYC. Absolutely as wonderful as its reputation. Calm, beautiful, private. I’m a frequent NYC visitor and review a fraction of the places I stay. But The Crosby Street Hotel is special. I had been at a conference with unrelaxing vibe/odd meals/odd venue. This was a welcome respite and worth every penny. I can’t say enough good things about the staff, the ambience or the lovely drink and snack I had when I first arrived (and ate in the bar area). My blood pressure dropped 40 points. I hope to return very soon.