Manhattan Club stay report

[stevens397]

The gist of this was just posted as a review but I thought I would also like to share it with the BBS to get reaction.

For five years I have stayed in a suite at the Rihga Royal Hotel, 2 block from the Manhattan Club. Our stay was covered by Marriott Rewards points. Unfortunately, Marriott sold the hotel and we had to look for another alternative that would get us a nice suite when we stay in the city (we usually go for 5 nights during my wife’s Christmas school vacation). We had stayed at the Manhattan Club on a promotional visit about three years ago and loved the idea and the area but didn’t want to spend the money (almost $30,000 back then from the developer). We just bought a resale of a 1 bedroom, 2 bath, full flex for well under $20K and just got back from spending our first night there. Here are my thoughts.

It seemed that with so very little effort, the MC could be truly top shelf. The location is perfect, the size of the rooms is fine. But it’s the little things that they fail at.

1. Would it be so hard to have newspapers delivered to each room? If not, couldn’t they have a stack for sale at the front desk or in the lounge?
2. The lamp beside our bed was broken. The switch was missing and the lamp was stuck in the on position, so the housekeeper merely unplugged it – you could plug it back in if you wanted light! Shouldn't the housekeeper seen to it that it was replaced?
3. The shower head desperately needed to be replaced.
4. Staff – Let Ritz Carlton come in for a week and teach them how to treat guests – or in this case, OWNERS! Some were pleasant, many were surly – no uniform method of treating members.
5. Worst for last – parking. The first time we stayed there, it took over an hour to get the car. People said our experience was unusual so we tried again this time. Just a hair over 45 minutes later, the car finally got there. Always the same answer – “they’re backed up!” Now clearly we’ve learned our lesson and will park by ourselves and walk the half block to the club. But you see a crowd in the lobby (and not a happy crowd at that), a mob on the sidewalk, hassled bellman and guests and can only think that there has to be a better way. If they are to make a relationship with a parking lot and give them so many cars each day, then certainly they should have some clout in terms of demanding minimum service levels.

That said, still very happy with the purchase and look forward to our stays in the years ahead - starting with this Christmas. Hope to someday be active on the MC Board and see that my vision of the place becomes a reality.

[Blondie]

That has been our experience at the MC for the last two visits and it is so distressing. Last time they never gave us our wakeup call and when I went to the front desk to complain about it, the clerk acted like she did not believe me. So, we bought RHC points and now stay at the Affinia Dumont on E34th st. A lovely, spacious one bedroom unit with East River views, Aveda products, three pillow menu and very responsive staff. Of course we actually prefer the MC location and love that extra bathroom. But, the MC felt run down last time and the surly staff was just unaccepatble. We never park in their lot for the reason you mentioned. The thing we love about RHC is that you can book 3,4,7 day stays and the big holidays require no special points or ownership. It is just great to get into the city. You will surely enjoy your purchase, and the location is tops. I would guess they should be doing a huge renovation of all units sometime soon, wouldn't you think?

[Sue K]

We have owned at the MC now for about six years and have always enjoyed our stays there. Getting a paper has never been a problem for us as there is a place to purchase them on 7th and also on Broadway (1/2 block in either direction). It has been our experience lately that some rooms are in better shape than others. There has been a lot of discussion on this board in the past about which rooms are the best ones to request because they are bigger and can cram more people into those rooms and I would guess those rooms get a lot of wear. We stayed in a smaller (2 bath) room this past visit and it looked like it was brand new. We have never found any of the staff to be surly, but then we are always friendly to them. Three of the bellhops have been there as long as we have owned and they welcome us with open arms every time we come, like we are long lost relatives. The location couldn't be better and we love the fact that we can go for a day, two days, etc. or seven days. It's our choice. It's also nice to have a little more room rather than be crammed into those teeny, tiny NY hotel rooms. We have never regretted our decision to buy there!

[geoand]

We have owned at MHC for at least 6 years. Don't regret it at all. We own a week and live on the west coast. Generally, our trips out are week at a time. Staff recognize us, greet us with joy, are helpful to us, ask us how our daughter is doing and want to know when they will see her again, always helpful with checkin - day to day stuff - room stuff - etc. These comments reflect my thoughts about desk clerks, bell hops, concierge, housekeepers, etc. I don't know what came first, us treating them with respect or them treating us with respect. What I am embarrased over is that the bell hops always remember our names when we are arriving and I have to read their name plates to remember their names.

Staff has always shown interest in us. Each year, we are asked questions about daughter and her college experience. They will say things like, "This is her jr year isn't it?" Concierge has been there time and again with assistance for us. I remember calling him from our home and saying that daughter is staying in the city for Thanksgiving. I asked him if he had any recommendations for Thanksgiving dinner for her. He had several and also suggested that he give her a phone call to talk over the subject. That turned out to be a great day for the daughter in spite of not being at home with us.

I am disappointed when I read comments that reflect poorly on the staff. I believe the comments I read. I also know from first hand experience time and time again, that I have never come close to having any kind of experience with the staff that is any less than superb. Housekeeping is included. They have always been efficient beyond expectations for us. Prompt and friendly are words that come to mind.

[Blondie]

Of course kindness begets kindness and I am sure Steve would agree with me. FYI, one does not have to be unkind to generate surliness as I am sure you know. The surliness to which I refer was the attitude of the front desk clerk when I approached her to tell her that I received no wake up call that morning. I foolishly assumed that she would be interested in the breakdown of communcation and would want to "get to the bottom of the problem" to see that it did not happen to anyone else. Silly me. She merely looked at the list of wake up calls for that morning and said to me. "Well, you are not on this list," as if that answered the dilemma. I replied, "That's right; that is the problem because I should be." She looked at me like I was on hallucinogens and said if I had called I would be on the list.
Alrighty then...

[brother coony]

Daily Newspapers or in the 26 floor lounge 7 days aweek free, maid services are contracted out and or not employees of the Manhattan club ,
if in the future you encounter any problems call down to maintance
Hope all your future stays at TMC the staff will surpass all your expection
(parking) call down to the bell boys 30 min. before going down and normaly your vehicle will be there , I am an owner at TMC and several other timeshare all gold crown and none makes me fee at home like the TMC ,
now that you are an owner go to the: tmcny.com web site and voice your concern with the Board thats the way we can all keep them on there toes
brother c

[stevens397]

Thanks for all your responses. As I said in my original post, we're still very happy that we bought there.

I do agree that kindness begets kindness and I'm sorry that I used the word "surly." A better choice would have been "disinterested." This was my first visit - trust me, I was trying to make a good impression!

Other than the parking (which seems to be an endemic problem), I know that all hotels can have a bad day and hey, I was only there for one! We had to cancel a trip to a Ritz Carlton in Florida last week due to a family emergency and despite NEVER having a bad interaction with the Ritz chain, everyone we spoke to screwed up - more like a Motel 6 than a Ritz.

My real concern, as I said, is that they continue to improve and make it the type of experience the hotel and location deserve. Thanks again.

[bigrick]

The last time we stayed at the Manhattan Club we thought the furnishings could use an update. We just returned from the Donatello in SF where the carpets, sofas, and bedspreads were all new. What a nice way to spruce up the property! The Manhattan Club needs the same thing to bring back that sparkle.