Mercer Hotel, New York

Born and raised NYer, work here, live in the NJ burbs now, but know NYC like the back of my hand. For our 10 year anniversary I booked a room for my wife and I for a weekend without the kids in Manhattan. For $737 we were escorted up to our room for a guided tour of how to open the electric blinds and to show me where the bathroom and closets were. If the room were nice and the host courteous, I might overlook this as a sleazy opportunity to generate tip revenue. But I can't. The room was cramped feeling - Even with 15 ft ceilings. One window. Felt like a holding cell with ecru walls. One lamp didn't work. The sheets on the bed were damp feeling, like someone was more concerned with the Eco setting on the dryer than actually drying the bed linens. The AC didn't dehumidify the air. The iPod dock didn't work. The hotel entered the room without knocking while my wife was getting changed. All this within the first half hour of checking in. Return later in the evening after dinner. No Turndown service. Call for Turndown service and go down to the Mercer Kitchen for desert and a drink (mediocre). Come back up an hour later. No Turn down service. Call again. Told they would have someone up a bit later. Told them to forget it. Order room service in the AM. They got the coffee right, but only brought one cup. Brought the wrong muffin. Check out - did not even ask how we enjoyed our stay. Now I realize there are rooms there that are $3000 a night, but I'm sorry - for almost $800 for a night's stay, you've gotta get something right. I've stayed everywhere from the Mandarin Oriental to Motel 6, and they at least ask you how your stay was. An incredible weekend of walking, shopping and eating at 2 amazing resteraunts. The only bungle was the most expensive. Don't waste your money here unless you want to pretend you're famous but really don't care about a truly satisfying customer expereince. I heard Metallica stays here when they're in town. I already emailed Lars and James to take their business elsewhere.

I'm a born and bred NYC woman -- born in Bklyn, grew up in Queens, moved to Manhattan and lived there for 12 years and now live in London. Whenever I come home I go to the Mercer. The Mercer IS NYC -- the staff is not rude at all -- these reviews are coming from people who probably do not travel on a regular basis and do not know how to go with the "vibe" of the great youthful staff there. This is NOT a dis at all. Those who like small boutique hotels, and have been to the Seychelle Islands, and are the sort of people who drive from Budapest to Prague -- you know who you are -- go the Mercer -- LIVE NYC at it's best -- hang out in the fabulous lounge with their velvet brown soft downy sofas -- because the lobby is for GUESTS only and is comfortable and intimate and great to hang out with people from all over the world, and who have BEEN all over the world. Every time I go there -- they have my b'day on file and my anniversary -- I'm always given an EXCELLENT bottle of champagne and warmly greeted -- this hotel is not for people for whom NYC is a first time or a ONE time visit. Its for real travelers and for people who "get it". Snooty staff -- please nicest group of kids you can imagine that work like dogs for obnoxious people who treat THEM rudely, because they feel since they are paying premium prices people should "jump" for them. These reviews truly annoy me. "Lost a reservation???" -- last time they messed up my reservation because I was calm and polite -- they upgraded me to a suite with a fireplace that I normally could NOT EVER afford.

I sure wish I had read other reviews more closely before I stayed at the Mercer Hotel recently. I was totally put off by its rude personnel and have pledged to never return. Little did I know in searching the Internet that I am far from the first to note that this premium-priced hotel regularly gets complaints that the staff feel they are doing you a favor to allow you to be in their presence. I was shocked by how rude one employee was to me, so I complained to her supervisor. The supervisor told me she had heard the employee's response to me and it wasn't rude. So I complained to the general manager of the hotel. He emailed me a weak -- very weak -- apology. I guess I wasn't important enough for him to deliver the message in person. Really, I think some people like to stay at a haughty place because it makes them feel important. But if you prefer to stay at a hotel where the staff genuinely seems happy to have you as a guest, book somewhere other than the Mercer Hotel.

wonderful location, amazing service, cozy minimilast getaway.. The resturant was great, couldnt have requested a better weekend i would definately come back to this hotel many more times

In the heart of Soho with fabulous rooms and bathrooms to die for. They must have had some special windows, too, because the city noise was nowhere to be heard.

For the money, you can do better elsewhere. NYC is an easy place to get around and you don't have to be in SOHO to enjoy the area. Better to stay Uptown where they know how to deal with guests properly.

I work in customer service and know how to treat my customers. Why doesn't this place? What happened to Russell Crowe is not his fault. Yes, he shouldn't have thrown the phone at the employee, but that employee should have helped him with his problem. Isn't it the job of the employee to assist customers? To be friendly and to make the customer want to come back? Bad word of mouth can really kill a business. Russell was robbed of good customer service. It's a shame, I know then next time I'm in New York, I will not stay there again.

Well the phones were a bit dodgy and the staff had bad attitude early in the morning!!

A real designer feel, but small rooms. Great location, good restaurant. Not worth the price unless you want to stargaze or just say "I stayed at The Mercer." I prefer Casablanca and the Avalon.

Made reservations 3 weeks in advance on phone with them, then when we get there they have no record of it! They then charge me a (LOT) higher rate for not having reservations on top of it. I wouldn't mind the $ so much, if it wasn't for their excessively insulting attitudes! Other than that, the modern rooms are somewhat average (for my taste), though admitedly clean (for the most part) compared to some other hotels that are supposedly comparable. Definintely a LOT nicer hotels in NYC than this - advice: don't waste your money here . . .