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Sutton Place Suites
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Metro-Home Sutton Place
AKA Sutton Place
Lyden House Suites
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310 EAST 55, New York, New York 10022
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Talk About Bad Service!
September 13, 2008
My young family and I (2 adults and 2 children) stayed in 6F of Sutton Place Suites (SPS) and had problems with the property management/owners/staff even before we got to the apartment. We tried to ring and email SPS before leaving home to request a ...
My young family and I (2 adults and 2 children) stayed in 6F of Sutton Place Suites (SPS) and had problems with the property management/owners/staff even before we got to the apartment.
We tried to ring and email SPS before leaving home to request a cot for our 1 year old. We received no response to any of the many phone calls or emails we left. We had booked the SPS apartment via online booking agents and tried to get the agents to contact SPS - they couldn't even get them on the phone, nor did they receive any return emails either! Good start we thought to ourselves, especially since we had paid the full amount for the apartment up front on our credit card!
As we had suspected, not only was there no cot when we arrived, but the unhappy and unfriendly doorman had not even been informed of our arrival. After a phone call he was able to hand over the keys to 6F. At least we had no paper work to fill in – very unprofessional, in deed we thought to ourselves once again!
Subsequently, our 1 year old spent the first night on a makeshift, cushion bed on the floor. Furthermore, much later in an email received via the online booking agents (up till now, we have yet to receive a phone call or email from SPS), the excuse for not having the cot on our arrival was that SPS staff had not understood what a "cot" for the baby meant, as in the US the term used is "crib". So, obviously an email or phone call to us to clarify our request was not part of SPS service either!!
However, we found that the "crib" and aloof doormen were the least of our problems:
Keys: UNSATISFACTORY - When we got to the door of 6F, the keys would not open the door. So, down the rickety lift we went to get them checked. The keys did belong to the apartment, but you have to jiggle them a certain way to get in. After a few days, we seemed to get the hang of it.
Cleanliness and hygiene: UNSATISFACTORY - The apartment had not been vacuumed, dusted or mopped for a while. There was a thick layer of dust on all the furniture, in the cupboards and under the beds and sofa. The green leaves on the old, artificial plants in the lounge and the old, white blinds were grey with dust. The 2 rugs (in the lounge room and in the bed room), were old, tattered and filthy. The mattresses (on the pull-out sofa bed and in the bed room) and pillows, were tattered and stained. The bath had a gooey clump of hair, blocking the plug hole. The basin plug/stopper was broken. There were only 3 towels and 3 washers in the linen press, with no other spare linen and only one flimsy, dirty blanket. The doona/duvet on the bed was stained too. There was broken glass under the dining room table (which I cut myself on).
SATISFACTORY – The kitchen was clean and fairly well stocked with an array of odd pieces of crockery, glasses, pots and cutlery - We didn’t care because they were clean. The mattress in the bedroom, although tattered and stained was comfortable. The beds were re-made with clean sheets (same blankets) after calling SPS, however, the rest of the apartment was not dusted or vacuumed.
Safety and well-being: UNSATISFACTORY – The floors in the basement were wet and slippery (probably due to the leaking washing machines), and one of the heavily used clothes dryers was out of order. Dusty, long, exposed power cables lying around loose on the floor in the lounge room. Old, exposed and mostly broken power outlets, in the lounge room and bedroom. The children had a field day with these. Every venetian blind in the apartment was old, dusty and broken, so we could not open or close them – one of the blinds in the bedroom fell on my husbands head! One of the chairs in the bedroom had a broken arm and one of the chairs in the dining room had a broken leg, rendering them both unusable. The pull out sofa bed springs had obviously been broken and had been poorly mended with some wire. Both the air-conditioners were old, loud and rattly. We were able to jam some paper around the unit in the lounge room so that the children could sleep at night, but were not able to fix the unit in the bedroom – nor did this unit function effectively. We were told these would be fixed by SPS staff when we rang everyday, but unfortunately this never occurred. The Cable TV did not work. Once again we were assured it would be fixed, but this never occurred either. The old refrigerator was broken, however, this was fixed on the fourth day of our stay after several more phone calls to SPS. As mentioned previously, we have never once received a return phone call or email from SPS property owners/management/staff to explain, sort out or assist us before, during or after our stay at SPS.
SATISFACTORY – Some of the washers and dryers in the basement worked and were easy to operate with the use of a credit card. $2US/½ hour wash and $2US/45 minute dry. The apartment was large and roomy. The apartment was in a convenient location to all amenities.
Service: UNSATISFACTORY – As previously mentioned several times, don’t stay at SPS if you expect even a basic level of service. Other than having the refrigerator fixed, no other issue was rectified, leaving us very unsatisfied. Our request to change apartments was flatly denied when we first requested it. We were so unhappy that we shortened our holiday, paid to change our flights, to return home 2 days earlier than we had anticipated. Only after we had changed our flights, did SPS offer to change our apartment. Unfortunately, it was too late then. We had to try and communicate with SPS via our online booking agent and even their staff found it difficult to get any explanations from them. Furthermore, being told that "SPS had never had any complaints about the apartment before", is very poor form. Even if this had been the case (which judging from the other reviews is clearly not the case!), sending a SPS staff member to come and have a look at the apartment or returning a phone call after promising to do so, is the very least service a customer/guest should receive. SPS would not even refund the last 2 days rent. Luckily, we were able to salvage our money for these 2 days when our online booking agent stepped in.
SATISFACTORY – Nothing about the service of SPS was satisfactory. Luckily, most of the staff from the online booking agent returned our calls and showed some good will at the end.
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