The Muse New York

Excellent relatively small hotel steps from Times Square. This was my wife and my third stay although first in December. The executive room was a good size and comfortable; good WiFi. The location is great for touristy stuff with plenty of places to eat nearby; although we tended to walk a bit further to get away from Times Square restaurants such as breakfast in the Whole Foods store four blocks away. The staff are helpful and welcoming. I would be happy to return again.

Great location and fanatic amenities and helpful staff. Our travel agent booked us here knowing what we wanted and it was perfect.We walked to most places due to its excellent location in Times Square. Near the shows in broadway all within walking distance for us.I would definitely stay here if I ever come to New York.

We was refer to this hotel for a stay in New York we did a broadway show Hell Kitchen.. The location was perfect for what we wanted to do while in New York. Customer Service was outstanding. We just had a small hiccup and front desk was on it. Israel was helpful with where to go. Yaevick,Daniel and Alma was friendly and knowledgeable that made our stay joyful for the holidays. Let’s not forget the bellmen was great customer service. We miss New York.

Excellent location right beside Times Square. Very comfortable large room which was spotless and had ironing board and iron. Friendly reception and door staff. Large foyer. Adequate sized lift to our floor. Very clean and hygienic throughout. Best bed ever! So comfortable. Air-conditioning in room but quite noisy when on.

Just got back from 4 nights leisure stay at the Muse. Good location near time square and lifts quick. Fairly clean room although mirror coated in dust. Prior to our booking, I contacted the hotel if I could pay on two separate cards as it was a friends trip, this was confirmed by the hotel that it was absolutely fine. We check in at the hotel and confirm we would like to pay on two cards, the receptionist stated that wasn't a problem but we have to pay on check-out and we were not able to settle the bill on check in. The receptionist then asks for a credit card to secure a safety deposit on the room. Before we get chance to confirm how much this is, we check how much has been taken on the card my friend has just provided. As this is an American card no amount appears on the keypad. We asked how much the card was swiped for and the receptionist stated “oh let me check”. The receptionist then tells us the card has been charged a $1900 hold! $1600 being the hold for the room and $250 deposit. We expressed our shock at the amount not being advised to us and we queried why we couldn’t pay now on both cards, again we were told it has to be done on check out with no explanation. We get to the room and the room has only been prepared for 1 guest- 1 towel, 1 bath robe, 1 flannell, 1 glass. Clearly no cross check on the guest list done on house keeping. There was a buzzing all night every night from the room, my friend is a deep sleeper so this did not affect her but annoying nonetheless. On our 3rd night, someone was trying to get into our room around 4am waking us both up. It also sounded like this person was trying to get into other rooms at the time. We reported this to reception as it could have been as simple as a lost or drunk guest but also could have been something more serious. We were told this would be reported for security to look into, but not once did we get an update on this and for us not to worry. Having worked at as a Guest Relations Manager at a major hotel in London, I find it very disappointing that the hotel didn’t find it necessary to provide a simple update back to young females on this concern. It may have been nothing but equally would have taken 1 minute to make a call/visit to the room to let us know as a courtesy. We checked out to which I confirmed again that we will be paying on two cards, to which the receptionist says “no”. I laughed presuming it was a joke and the receptionist proceeded to tell us that to pay on two separate cards it had to have been paid on check in and because it wasn't, it now has to be paid on the card used for the deposit hold. We informed the receptionist I have in writing that we can pay on two cards and we also were told this on check in we would do this on check out. The receptionist told us that receptionist who checked us in got this wrong as there is no possible way we can pay on two separate cards. We were extremely unhappy as we tried every attempt possible to avoid this issue and were instead fobbed off by staff. We asked to speak to a manager to which we were told the hotel director wasn't at the hotel and we were given his card. We kept asking if there was a way to sort this and were purely told no. This was the first time I have ever been told I cannot pay on a different payment method/card on check out. We settled the bill as we were given no other option and asked to book a cab, once again we were told different amounts to when we asked about a cab to JFK earlier in the trip. Reception staff need immediate training in service and communication delivery. Clearly all staff do not understand the payment procedures and do not care to take large payment amounts of almost $2000 without warning or care. Customer service was basic throughout. I travel to New York at least once a year mainly with work and would never return to this hotel or recommend it as a result of this experience.