Virgin Hotels New York City

- Room wasn’t ready despite asking numerous times and I’m pregnant - Lock box doesn’t work - Tv doesn’t connect to phone - NO toiletries at all - Left alcohol in the room even though I asked for none - They don’t pay attention to the small details - Someone came into the room while privacy was on - They charge you for drinking water that was left on the mini bar, I have never gone to a hotel that charges for items that are typically complimentary This is most definitely not 5 star.

The check-in process takes an unusual amount of time and the people responsible for check in were not friendly and nearly hostile when asked for a late check out or early check in. After a very lengthy stay, we were only allowed 30 minutes of late check out time, even when we had booked a suite to move into. Getting a luggage cart was a challenge as well. I have been to other Virgin properties, which were fine. I would not stay at this one again.

Great hotel and location. The Empire Room views are amazing. The only down side was the staff as they were always disinterested, distracted, and impersonal

Staff were great. Nice rooftop bar and the pool is a nice touch, weather permitting. Room is tight and bathroom doesn't allow for much privacy. You better be very comfortable with your partner! Location is central so getting up or downtown is pretty easy. Elevators are a bit of a disaster but once u get the hang of it not so bad. Young, stylish vibe. Modern.

The location is great!

Their elevators did not work properly or at all the first 2 days we were there - we had to come down 26 floors on foot. Pool is only available to guests in the morning. I would not rate this hotel as a 5 stars but I must say the staff really worked hard to try to make up the elevator mess.

The view. The staff at the reception was cool. But not overly friendly. Some spent a lot of time chatting with the guests, even though there was a long line waiting for check in. Worst: They put USD 100 on your card per night. You get it back, but only after a couple of days. Which means they have your and everyone else's 100 USD per night. Like a roll-over loan. It also made me feel uncomfortable to have it this way, and not just give your credit card as a security. Also: No free coffee or water in the lobby.

We've been to NY many times and this by far, was the best view from a hotel room we've ever had! It is well worth paying extra to get the view of the Empire State, it was pretty spectacular, especially at night. The hotel itself is in a great location. Staff were amazing and the roof terrace was lovely to relax after a busy day. Will definitely return

good location elevator system a nightmare having to reserve and pay for swimming pool in afternoon

The staff was accommodating for all of our problems After check-in, we had people go into our room and take things unannounced. Then had to take about an hour going back-and-forth with the staff. The staff was very accommodating, but this is by far been the worst place that I’ve ever stayed at. I genuinely would want all my money back. Will never stay here again.

I traveled to New York City with my 10-year-old to see Broadway shows and to attend a Peloton studio event. The central location made it easy to reach everything within a 20 to 25 minutes walk. The website says the pool is heated, but it isn't. It would be great if child-friendly hours could be extended to 1:30 PM rather than 11:30 AM.

The scent, the pool, the staff, and the location Elevator system was a little inefficient

Liked the buffet

The main issue with this hotel is that the lifts are unreliable. The broke down twice and fire department had to come out to people trapped. When they working you could wait ages and the room key readers did not always work. Breakfast was also a bit disorganised. Buffet was supposed to start at 8am but did not come out until 8.20 am. However rooms were clean and facilities are good although pool can be busy.

beautiful view with clean room and kind staff!

Rooms were ok I am writing to formally raise concerns regarding my recent stay at Virgin Hotels New York City, Room 1502. I booked the hotel because it is marketed as a luxury property and because, as an Australian travel agent, I wanted to personally experience it before considering recommending it to clients. Unfortunately, the experience fell well below the service standards I would expect from a luxury hotel. Issues included: • Approximately 45 minutes on hold trying to reach room service. • An Uber Eats delivery left downstairs for around 20 minutes. I called four times but could not get a clear answer or assistance. • Reception could not answer a basic question about spa treatments or whether sauna access was included. • A very slow check-in, with no assistance offered despite multiple pieces of luggage. • An opened beer left in my room, raising concerns about housekeeping standards. Please confirm I will not be charged for this. • Shower hot water took approximately 5–10 minutes to become usable. • The minibar was not restocked daily. • My friend Sacha Burcheart, staying in Room 1916, experienced similar service issues: Amazon packages were delivered without notification, and she waited approximately 20–30 minutes while staff located them. I had read reviews mentioning inconsistent service but deliberately chose to give the hotel the benefit of the doubt. Regrettably, based on this experience, I would currently be uncomfortable recommending the property to my clients. I do acknowledge that one downstairs/front desk team member was receptive when I raised my concerns and offered a late checkout, which I appreciated. Given the cumulative failures in communication, service, housekeeping and guest assistance, I believe compensation is appropriate. As we are now returning to Australia, a future-stay credit or return offer would not be suitable. Financial compensation would therefore be the most practical resolution.

Bad

The pool was a plus. As usual in Manhattan the room was a tad small.

The water pressure was very low in our room. The view was amazing the room decor was great. Overall a great time would come back again

Excellent comfort, friendliness from the staff, a very good option—100% recommended.