The Solita Soho Hotel

Liz · 2020-02-14

＋ The location of the hotel was excellent and walkable to everything we wanted to do in SoHo. The place was pretty clean and rooms were decent- small but that's standard for New York.

－ I CANNOT stress enough how horrible the customer service was. Our shipping box was thrown away by housekeeping and the hotel staff were completely rude when we checked out and did not accommodate us at all. The box should not have been thrown away, especially considering it wasn't on the trash. When we confronted the staff they basically told us we were wrong and the box must have been by the trash so that is why it was thrown out. Instead of solving the problem or trying to fix it with a new shipping box, they girl at the desk continued to tell us that we were wrong. With their logic, our suitcases, that were also by the trash, should've been thrown away. We had to rush around the city the day of checkout and trying to catch a flight to go to the post office, BUY a new box and then ship our stuff and come back to get our bags and catch our flight. Just horrible, rude, customer service. If the staff was not so rude, we would probably stay there again. Also our room keys were deactivated several times during the stay so we would get all the way up to our room, to have our keys not work, go all the way to the front desk to have them rescan the keys and then go up- very inconvenient when you have a ton of stuff with you and this happens multiple times. Overall, poor customer service is bad for business.