4/10 Poor
Mike C.
Travelled with family
31 Dec 2024
Liked: Cleanliness
The elevators were broken and you were not able to handle an influx of people checking in. There are concerts at MSG all the time and if you are going to be an affiliate hotel you need to figure out how to be able to check people in more efficiently. Stagger check ins or do something else if you can't staff it appropriately. If you can't handle it, don't take the reservations. It was chaos. I requested a mobile key to avoid having to wait in the line but you made me wait int he line to get the mobile key. Completely wastes the point of a mobile check in. After waiting an hour past the time we were supposed to be able to check in, my family (with children) had to walk down 6 flights of stairs with our luggage to get the elevator at the ground floor because we waited an hour for the elevator system to let us up. Whatever smart system you have is lousy. You select a floor and it tells you an elevator. The elevators were getting filled at the ground floor, so when it got to the lobby, the system reset and you had to badge it again only to find the elevator changed and you had to move to a different door. It was laughable. The staff acted like it was the guests problem when it was clearly a broken system/logic. In speaking with other people waiting, this same thing happened last year. I was just going with my family and not going to the concert. It is insane to me that you wouldn't change things if this was a recurring thing.
Mike C.
Stayed 2 nights in Dec 2024