Andaz 5th Avenue

You pay to get motel services as a globalist. No introduction for benefits at check in, called twice to request dental kits and waited for one hour to deliver (no dental kits in the bathroom?), breakfast service was poor and unprofessional, food was just mediocre. The room was dark and cold, no decors just like a regular doubletree guest room. Can’t believe this is Andaz! Will never stay again.

I've stayed here a few times previously and found this stay acceptable, but average. The room had some maintenance issues. There were two phones; neither handset worked. Only one would function in speakerphone mode. This should easily be caught on room inspection and wasn't. The curtains were extremely squeaky when raising/lowering and did not provide blackout conditions during the night, giving the room a glow from street lights. The bed was comfortable. Storage, however, was lacking--a small, open closet and one drawer did not prove enough space for two people. Service disappointed. Staff were polite on check-in and out but not overly helpful. Otherwise they were mostly standing in the lobby and not doing a great job welcoming guests to and from the hotel, etc. Annoyingly, we requested evening housekeeping one night. We came back to find new towels placed in the basin, but no old towels removed and the bed not touched. This is sheer laziness and below the standard of a property of this caliber. It seems attention to detail and the guest experience has slipped. Not terrible, but not outstanding, particularly for the cost.

This is a promising hotel that needs some improvements. The Andaz is in a great location, across from the NYPL and depending on your room, a lovely view of the library. We stayed as a family with three kids on a mini staycation as we are from the area. As people have noted, the lobby is teeny tiny - there’s limited seating and the check in happens at a small table. We booked through Amex Platinum and thought we might be able to check in early but 4pm (which is normal check in) came and went and our room was still not ready. We didn’t end up getting our room until close to 5pm. We stayed in the Wellness suite which is lovely. We asked for more snacks after our kids devoured them but they never brought us more. The challenge with the hotel is mainly service and lack of attention to detail. For example, we used the bath salts. They never replaced them. We ate a granola bar. They didn’t replace it. Everything required a call down to the lobby. Breakfast service was embarrassingly poor. While the food itself was solid, the whole experience is tarnished by poor service. We waited 20 minutes to be seated. After that, we had to wait another 10 to put in our order. We asked about how the Amex platinum breakfast worked and the waiter shrugged and said I have no idea, you can’t ask me. He was clearly frazzled and annoyed. We waited another 30 minutes for food to come out and we still didn’t even have our drinks (coffee etc). Our food comes out but he still hasn’t brought us any utensils or drinks so we just sat there waiting even though we’d asked for both. We asked for a plain bagel and he gave us sesame. At that point we were so exasperated we gave up as he kept saying “it’s a process, it’s a process.” I’m pretty sure the process is drinks and utensils come before the food… we had to ask For cream cheese twice. Our French toast came out with no syrup. It was clear they are either understaffed or the overall employees aren’t well trained. We requested late checkout which they couldn’t accommodate even though they clearly did for the family before us given they checked out at 4pm. Overall, it’s a nice hotel but service is probably on par with a three star hotel. Rooms are spacious but experience is not great. The wine hour is just two bottles of wine and you have to ask the lobby attendants to leave their desk to pour you wine. It doesn’t feel like a nice experience. Everything feels like you’ve asked someone to do a chore. It doesn’t feel like five star hospitality.

I had an underwhelming 4-night stay at Andaz 5th Ave in New York. As a huge fan of the ANDAZ brand, this was disappointing. For the price point this property is lacking the luxury factor that you will encounter at the Thompson Central Park and the Park Hyatt NYC. Good service and breakfast but the hotel common areas feel like a budget hotel and the rooms are showing their age. My first (and last) stay at this property.

Great location for theater and food. Suite was larger than I expected, with a fridge and freezer. Dishwasher seemed unnecesary. Room was very dark it and difficult to apply make up. Near Grand Central Station for easy access to subway and other trains. Loved being close to the library and Bryant Park.