Ace Hotel New York

Not what it used to be… Rude staff and poor service. TV wasn’t working, AC was set at one temperature and the thermostat didn’t work, so had to place a towel over the vents in order to be able to sleep without freezing. Even with the actual “Not Yet” (do not disturb) sign up, cleaning staff knocked at my door every morning waking me up. The guy at the reception, was always on the phone every time I went there, and based on the conversations, it seemed not hotel or customer related… leaving me standing and waiting while he finished his calls, then smiling and talking to me, a customer, like I’m a buddy from the “hood”… not appropriate. At checkout I made him aware of the issues in my room and about the services, and he said he would take some fees off the bill… which did not happened either. The Ace has a great location, but frankly it has fallen into mediocre territory.

I will always stay here on any trip because the staff is the best!

The location was great to access subway, shopping and Times Square. The rooms were quiet and clean.

Great location, nice rooms, good vibe, great heating/ cooling in room

Superb

Great location. Vibey. Clean big rooms with comfortable beds. Great bar area and feel. Checking in was a fuss. Didn’t have the correct room plan for our party and caused stress by stating initially we hadn’t booked the rooms we were stating we had which was corrected. Very slow at communicating between themselves and as there appeared to be one employee / manager that could check the team in.

Very good

My hotel room was incorrectly charged to my credit card, although payment was supposed to be covered by the organization that invited me. Despite multiple emails and confirmations from all parties involved, the issue has still not been resolved after three months. That said, the hotel itself was okay. The staff at the front desk were friendly and helpful, and I especially liked the (small) gym facilities. My disappointment is with the handling of the payment issue, which remains unresolved despite repeated follow-ups, inexcusable

Location. I have been staying here for visits to NYC for at least a dozen years. It felt like my home base in the city. The rooms and lobby were favorites in their style and vibe. Their website states they offer a “discount” for parking. There is no discount. The lot charges $50 and the hotel adds on $25 for a total of $75. Better to not say you are staying at the hotel and pay $50. It is a scam. They also made an unauthorized charge to my bill for a charity. Check your bill. Last, they sold their lobby. As a guest, I was asked to leave the lobby because a private event was being held. A security guard followed me to make sure I was going to my room. As an unaccompanied woman, I told him to not follow me. I had to tell him three times that I was uncomfortable. It was never disclosed that access to the lobby was on a limited basis.

Spacious clean room. Great location. Great water pressure and toiletries.

Superb

The room was extremely spacious and we had a beautiful view of The Empire State Building right from our room. The bed was comfortable and the room amenities were great with a large fridge, kettle and desk. We booked the room for 3 x adults all staying together, but there were only two cups, two glasses and two wine glasses of each. The bathroom was small but efficient however the shower was a little tight.

Exceptional

Superb

It was is a very good location. Good bar. We were allocated a room which when we complained about no WiFi, the reception acknowledging that this was a known problem…..and yet we had been given the room anyway. We were relocated at 11.30pm which was not ideal and the receptionist was frankly rude.

This is an excellent location, central to everything and steps away from subway. Hotel staff were super friendly and accommodating. Room was very clean. Lobby was lively and inviting to work in or just hang out. I also liked the low-light vibe throughout, however, it was difficult to put make-up on in my room which is the only drawback. Overall, I felt it was great value for the area and I would book there again.

Multiple fire alarms going off two of the three nights I stayed in the middle of the night. I used to love the Ace, won’t stay there again.

Not clean and horrible lighting

So so dark in the room, extremely hard to get ready. There’s no natural light nor enough lighting. Depressing. On top of that it was dirty and there was hairs in the shower Not clean and horrible lighting

Good location The carpet in all the bedrooms are all quite grubby, the bathrooms are a bit impractical where there isn’t anywhere to put your toiletries. I was also a bit disappointed with my room which had multiple issues, the shower hot water didn’t work, the toilet didn’t flush properly, the air con/heating didn’t run and the lamp didn’t run.

Exceptional

such a cute fun place

Very good

Bad

Amazing spot if you’re looking for good vibes, young ambiance, and well located in Brooklyn. Bagel shop downstairs, bar at night in the lobby with some live DJ’s . Rooms were clean and worth the price. The water pressure from the shower was very low, a 5 min shower transforms into a 15 minutes one. No hand held shower head. Also missing some storage room.

Thank you.

Very good

Bad

The rooms, the service, the people, the atmosphere Nothing

Exceptional

Location is great. Attitude of the staff. My passport disappeared and there was zero empathy or concern shown. The opposite in fact. Despite booking another night due to circumstances, I was unable to access room at 220pm to search bag. Was told to go through it in the bar. Broken blind in room meant an already dark room was dim and miserable. Broken lamp. Broken hair dryer. Feels like the place is getting a bit tired which is a shame as the location is excellent.

Location Room was so dark, carpeted floors, chaotic check in

Loved the size of the rooms and location of the hotel.

Great hotel. This was my second stay at the Ace in NYC. Love the bar. The room was good. The location cannot be beat.

Clean, comfortable, excellent location. The bar area was extremely noisy at night but miraculously, the sound didn’t carry up to the rooms.

This was our first time in NYC and staying at the Ace Hotel came highly recommended by a family friend! It did not disappoint - great location in mid-town, just a short walk away from all major subway stations and the Empire state building, making our trip super accessible and easy to navigate. The main lobby itself is just such a vibe and is always bustling with people having coffee, drinks or working. Our Medium King room was nice and spacious, the bed/pillows were super comfy and the room/bathroom was perfectly clean. Loved coming back to a freshly made-up room at the end of the day exploring the city. Front desk staff were also super friendly and helpful. Only thing to note was that our room’s A/C had a loud, ongoing rattle that woke us up a couple times. Will definitely be back!!!!

Room cramped and in need of renovation robe was worn and frayed, room space was restricting and in need of renovation. Bar too noisy, not chic (as it cleary thinks) just shabby.

Accessing the bus or subway stations was incredibly easy - we had a lot of options, or we just walked around the corner right onto 5th avenue! The room was spacious and the bathroom was incredibly clean.

Staff was very accommodating and helpful! We love the « crunchy » vibe in the rooms, and eco friendly amenities ! The lobby is always very crowded…and sometimes difficult to just fine a seat! I heard that people come in off the street, grab a coffee and spend hrs on their laptops, thus making it difficult for ppl actually staying there to find space. It’s also hard to find ice at night. We traveled from the 7th floor to the 11th… and luckily got it at the bar as it was closing.

Superb

This room was gross. It smelled like mildew and felt very dirty.

Passable

Location, style, gym Layout of the room was awkward and nothing like on the photos, it was difficult to get around the room. As much as I loved the big bed it was not the right size for this room.

Location is good and staff very welcoming and friendly on arrival. The medium king room was a good size for manhattan and surprisingly quiet for the central location of the hotel. Water was off to the entire hotel for 10hrs with little notice, no compensation , no bottled water provided. The fire alarm went off at 2.30am one night. After departure I was charged a charity donation I never agreed to.

Location is good and staff very welcoming and friendly on arrival. The medium king room was a good size for manhattan and surprisingly quiet for the central location of the hotel. Water was off to the entire hotel for 10hrs with little notice, no compensation , no bottled water provided. The fire alarm went off at 2.30am one night. After departure I was charged a charity donation I never agreed to.

The hotel is in a fantastic location and the cleaning staff are super kind and very thorough. I booked three nights with one website, and it stated on that website that I would have to pay a 200 dollar deposit upon arrival. I paid this deposit, and then extended my stay via a different website. I had spoken to reception about this before doing it, and after doing it, to make sure everything would go smoothly and that I could keep the same room. On the day of extension, I couldn't get into my room with my keycard. Went to reception and they said that I would have to pay another deposit. I told them I was confused because they already had my deposit. They said that the first deposit would be reimbursed (but that would take a few business days), and they now needed a new one. I genuinely panicked, because I didn't have that much money on my card and because of time difference I couldn't contact anyone at home by this time. I asked them what would happen if I couldn't pay the second deposit and they said they'd have to ask me to leave the premises. I've travelled a fair share in my life, but this was the first time a hotel threatened to put me on the streets despite already having paid for the stay and already having paid a deposit. It was 9 or 10 pm and I worried I'd end up wandering the streets with my suitcase, looking for acommodation. I have an auto-immune disease. It was not ideal. I offered to hand over my passport as a deposit, but they said that wouldn't be possible. In the end I luckily had 150 dollars on one card and could have added the other 50 from my other card, but they were kind enough to say 150 was enough.

Great location, very nice ambiance, great staff who do their best to accommodate, make guest comfortable and be at ease. Enjoyed the breakfast bar. I found the room rather dark even with lights on. It would be good to have extra light that could be put on if guest finds it too dark. More clothes hanging facility. Not enough hangers. No draws for clothes, hence I had to live from suitcase.

Great hotel and staff were great but the fact you had to pay for literally everything in the room was not well communicated and so charging for teabags and coffee was a bit of a shock.

Second time staying here. Great room, clean and it has a photo booth in the lobby!

Staff nice, lobby nice, location pretty good Tiny room, ugly room, no chair or desk, bad lighting, dim creepy hallways

Staff nice, lobby nice, location pretty good Tiny room, ugly room, no chair or desk, bad lighting, dim creepy hallways

Always best

Superb

Great location, large room with a wonderful view of the Empire State Building (request 1212 if you need a room with two separate beds). Cool place Nothing

I have very mixed opinions about the hotel. The location is amazing. The staff is responsive. However- my first night the AC wasn’t turned on. The staff explained that the entire building wasn’t turned on but it would be resolved by the next day and brought me a fan. I need a cold room to sleep and I’ve never been in a situation where the AC wasn’t turned on before. Once they turned on the AC the next day, I realized that it would just shut off overnight and I kept waking up at 2am when the room got hot. Might need to be updated. The next day, I realized that while my door shut and sounded secure, I was then able to push on the door and it opened. The staff responded quickly and resolved the issue but it was still unsettling to realize. The staff was great but overall I think the utilities need a refresh. The outlets in the room on the desk didn’t work.

Great place to stay in location that's easily accessible on foot to NoMad, Chelsea, the Village, SoHo and other great downtown areas. Nice vibe, beautiful lobby bar and a Stumptown Coffee location off the lobby. Really enjoyed by weekend here.

This is a good value for the location and the smaller single rooms reflect that. Comfortable bed, good sheets and towels, basic compact rooms with the minimum required - bed, desk, TV, electric kettle, small fridge, along with a friendly accommodating staff. For some travelers the hipster (and loud) lobby bar vibe will be a plus. Not so much for others but you dont' sleep in the lobby bar and the rooms are quiet.

Did not get to experience the full suite of amenities, but absolutely amazing staff and hotel. Room was amazing, check in check out was fantastic and easy. Can not wait to go back for a longer stay or even an over night again. This is my new spot and should be everyone elses.

Very good All good

Rooms are a bit dark and small but the vibes are big and cool. If vibes aren't for view there's always an outdated holiday inn out there.

It just feels cool to stay there. Also that coffee shop in the lobby, plus the bagel storea round the corner. I got more work done and felt more relaxed than anywhere I've stayed in years.

Really disappointed by the room standards - the wallpaper was peeling, the air conditioning didn't work, and the view out my window looked straight into the side wall of the building. Felt like the property has gone downhill.

Also some nice touches like the robe, soft and large towels, and the bed linens and pillows were about perfect. I asked the desk even where they get the pillows. Nothing. Met my needs just fine.

Never again I will book at this place

I stayed in a Deluxe Queen for 2 nights, then booked a Deluxe King for 1 night following. The staff scheduled a Room Change to transfer my baggage to the King room while I was away. However, I checked in and was told to check if my baggage was transferred because the front desk staff had no idea. My baggage wasn’t transferred, and they allowed new guests to check into my former room with my bags! I then had to wait another 30min (hours after scheduled transfer) for my bags. The Deluxe King was a smaller room with a very small shower on a lower floor, and much more expense than the room I was currently in - where they left my baggage and told me I couldn’t extend my stay in.

It’s a funky cool place

Too expensive for the quality that offers

Power outlets loose and too scary/dangerous to use. Rainfall shower head wasted way too much water and splashed too much onto floor. No faucet diagrams or instructions. We figured it out but wasted a bunch of water before we dialed in the “combination”. No place to hang the hand towel. Toilet seat was very loose. The tub was more of a basin. I’m not sure why they didn’t opt for a shower. Lighting wasn’t very good. To tables/desks. No place to place your clothes except to hang. The toilet gave you no room to actually sit. You had to sit sideways. There was no vent in the bathroom. Only a small window that could only be opened/closed from inside the tub. On the good-side, quiet (except for the midnight fire alarm) comfortable, great staff, restaurant food was good but overpriced even for NYC. The place had charm. Great view. If I stay again, it will be in a larger room with a shower stall and ADA bathroom lest I getting injured trying to contort the bathroom facilities.

Fun lobby and great location. Rooms and hallways slightly dark and toilet was running all night which made noise.

Fun vibe. Good location.

I went to the desk and they did nothing The only good thing was the luggage guy

There was no air conditioning. They have

Rooms are not well isolated from noise. Street noise and hallway noise from other rooms and guests were very apparent.

Overall, the staff were amazing and we had a nice time.

The room was great, check-in was easy.... but the AC issue really needs to be fixed! It was soooo warm in our room when NY was in a heat wave!

Amazing team, great location. Good size room.

No hot water, slow check in

Great location.

Good location near flatiron. Cool vibe, nice gym. AC was broken, so room was very hot. They did provide a fan, which made it tolerable. Very slow check in with long line. Nice guitar in room. Good shower pressure.

Room are affordabe most of the time bar is nice great location but fees and DEPOSIT policy is exorbitant!! My stay price was Doubled by having to leave a $200.00 deposit.Nice property but not that nice!!

Lobby is nice and location is great The staff and our room, the staff was not helpful at all, I told them our room had no internet the whole stay, told them atleast twice, and our tv wasn’t working at all either. All they told me was to turn it off and back on, trust me I did that several times during our stay, never worked, told them that and they just shrugged. Our bathroom shower also filled up every time we took a shower, beds also dipped in the middle, and we found a bandaid on the floor on our first day. I tried this hotel as a second time and I’m just not sure. I really had a terrible time this time around. I was rooting for it to be my go to hotel. I go to NYC yearly, so I need a hotel to go to that won’t fail me. Oh! And I ordered room service and they wanted to charge me twice to close the tab, and then I waited an hour to get my food, they call me and the same guy who shrugged passed the phone to someone who barely spoke English (that’s not a problem but I feel like he struggled to tell me something idk what the problem was, he eventually said he’d take the food up to my room) I feel like the front desk people just didn’t want to work?? If you know your team mate doesn’t speak English well, and you pass the phone to him, why not first communicate what is needed before passing it over to a guest? Eventually I got my food. Flatbread was cold.

Room was great, cool vintage vibe. AC was very cold so I eventually turned it off since it didn’t appear to turn off. Bed was ok, but not to my preference. Lobby had a cool vibe.

location and staff the rooms very very dark

Some mornings it is a bit noisy. We booked the hotel knowing it was centrally located, so we knew this would happen. Still, it wasn't a big problem.

Staff were very helpful. Room and vibe were fun and water pressure was amazing!! We could barely sleep though because the room was 80 degrees and the AC seemed to barely work/broken

While I understand that the city comes with a certain level of noise, the experience here was notably uncomfortable. The room was excessively hot to the point of being difficult to sleep in, and the inability to control the temperature felt outdated and unreasonable. I was told the system could not switch between heat and AC due to a building-wide policy, and the suggested workaround was to open the window — which, due to a lock, only opened a few inches. The result was a stifling room with constant street noise and no real solution. Beyond that, the overall condition of the room felt neglected. It lacked the level of cleanliness and upkeep one would expect — there was a general sense of wear, and at times it felt outright unclean. The bedding did not help matters: the mattress was stiff, and the pillows and linens felt low quality and uncomfortable. The amenities also missed the mark. The gym was small and not well maintained, and the matcha bar felt disproportionately expensive for what it offered. Even small details, like the in-room audio defaulting to a specific station upon entry, felt oddly imposed rather than thoughtfully curated. Most disappointing, however, was the overall lack of responsiveness from staff. There was little sense of urgency or care around guest comfort, particularly regarding the temperature issue, which significantly impacted the stay.

Great location. Friendly staff.

The location is fabulous - everything is close downtown or uptown. The staff is very responsive, but not always what the guests experience. The room, while extremely small, was truly a cozy king! The hotel is lacking air conditioning, the rooms are very small ( you need to mention this in the commentary) - no closets, no drawers, so essentially it is ideal for a one / two-night stay.

good location, nice bar/restaurant/ room could have used a spruce up/paint job. I love that the windows opened in my 2nd floor room. And appreciated being able to take the stairs.

Always great stay

I had an exceptional stay at ACE Hotel NY. Staff was very friendly and accommodating. I will definitely come back next time. Thank you! everything was fantastic!

The room, and the entire fifth floor, smelled very strange. When I complained that the room was completely different from what I had booked, they agreed to move me to a room in the building I had originally reserved. The hallways were carpeted, which made it very inconvenient to move a trolley, especially a heavy one. The room was dark, and most of the walls were black. The shower was unpleasant to use. The lobby was also dark. The staff were not pleasant. I paid in advance for three nights, but I left after just 12 hours. really do not recommend this hotel.

The Lobby is a gt place to meet with ppl, and coffee shop and bar are gt!

Very good vibes and super friendly and helpful staff. Amenities were nice, but lots of on-site local restaurants were very neat to have. The bar was super lively. Overall great. Would stay here again.

Location Super hot at night for whatever reason

The hotel is very hip in a great location but overall thought things in the room would have been better for the price. The room was super dark due to the odd light fixtures making it difficult to do my makeup to get ready for the day. The AC for the hotel was not yet turned on so on my last night (which was very hot) I just had to suffer through the heat. Finally, the bed and bedding was not that comfortable. The staff was super accommodating when I had requests (safe in my room was not working initially, was provided a fan on last night without AC) but again just thought the property would be a bit nicer for the price.

Great attentive staff. The fixture in the room I stayed in need proper maintenance. This first time I turned on the shower, the know fell off in my hand. The toilet would stop running until I jiggled the The flush button. Lots of dust in the wood molding base plates. Worn wood bed. Just kind of dingy. I understand patina on furniture and walls but this room appeared downright tired and needed a freshen up. Ceilings in bathroom were bubbling under old patches.

We did not have a breakfast here- but the menu looked great!

Great location. We had a room with two double beds and it was very spacious. Nice shower and fridge… Stumptown coffee downstairs was a gift, great coffee compared to the rest of New York. Easy to get around. Very quick to address any problems. Lovely housekeeping and laundry. I need a microwave. I don’t need a guitar in my room. I would like at least a small table and chairs to eat breakfast at. Heating in the room was difficult to manage. It was either cold, hot, or stuffy.

Perfect location, staff were all amazing, stunning interiors and fun vibes in the lobby The tv and ac didn’t work in our room

No wifi, just elevator functionality for 2 week… not the Ace I was used to. Staff all ways good though

Location, lobby bar & restaurant were great. Staff was wonderful. Room was big enough and had everything I needed. Room was a little run down, shower was kind of falling apart. The street noise and light was intense and there were no eye masks available.

Super cool vibe, staff and drinks!

Traveling to NYC to apartment hunt. This centrally located gem was perfect. Room was clean and well appointed, with an Empire State Building view. Hotel lobby is a big lounge with coffee and liquor bars, dimly lit with comfy chairs/couches and large communal tables for getting some work done while taking in the atmosphere. Will be back!

Well located. Fun place to stay if you like a funkier vibe.

I would stay here again and again.

Great location, spacious room and comfortable beds!

Overall property if good, only downside is if you're waiting to check in you have to purchase something to sit in the hotel lobby even as a hotel guest.

Great hotel in a very central part of Manhattan

Great location and fun vibes. The lobby remains one of the most energetic places to hang out. Very dog friendly as well!

Terrible acoustics in rooms, smell isn’t always that great in the elevator, showers aren’t great

Unlike the advertised photos which show bright windows right nest to the bed, my room was a dark hole. Had a stayed more than two nights, I could see myself getting depressed here. And it was not quiet when you opened the windows, you heard the utility noise. The AC was loud and not very efficient.

great location, plenty of food options, easy to get anywhere...always enjoy staying here!

Great stay

Great location. Fun lobby bar and super helpful staff.

Staff were accommodating and location was great

It’s my go to when staying in the city for work.

Staff always so welcoming, location perfect, vibes are always fantastic!

Unfortunately, this was the 2nd and last time we will stay here. The rustic feel of the place is great and all, but the bathrooms in the room are below par. Showers flood, shower curtains should be done away with, and "rust" should not be a part of the vibe they are going for there.

We have stayed here at Ace 5 times and will definitely come back. The location is perfect for us. We can walk everywhere we want to go and trains are everywhere if you aren't into walking. Stump town coffee is connected to the Ace Hotel and they are so cool and have the best coffee and pastries. The Showers are powerful and the complimentary shampoo and bodywash are lovely. The vibe is all good energy. The staff and the guests are very friendly. Ace hotel has become a home away from home.

Reception was very helpful when I make the booking for my guests

Reception was very helpful when I make the booking for my guests

Heating system was hard to control, took a while to get hot water

Heating system was hard to control, took a while to get hot water

Very friendly front desk staff, beautiful decor and cool vibe! A couple of the wait staff downstairs near cafe/bar were not friendly and almost made me feel unwelcome.

Comfy if spartan room. Appreciated the daily housekeeping.

Comfy if spartan room. Appreciated the daily housekeeping.

Great room and great atmosphere, front desk was exceptional

Great room and great atmosphere, front desk was exceptional

The mini fridge wheel was broke and wasnt plugged in.let staff know wasnt big deal we weren’t using but fyi for next person.

I booked Ace Hotel blindly and it was fabulous! There was parking almost next door, so perfect!

Good vibe

Good vibe

room was run down, and way too dark. nowhere to put toiletries

room was run down, and way too dark. nowhere to put toiletries

The ace is my favorite hotel in nyc. The rates are so fair, staff is incredible, vibe is welcoming, rooms are super comfortable.

The ace is my favorite hotel in nyc. The rates are so fair, staff is incredible, vibe is welcoming, rooms are super comfortable.

The ACE team is always so lovely and helpful. And the location can't be beat. The hotel is tired and needs an update. One set of elevators was out for part of our stay, the shelving was coming down in our bathroom, and the furniture in the lounge is no longer shabby chic, it's just shabby. But I still love it for staff, location and people watching!

The ACE team is always so lovely and helpful. And the location can't be beat. The hotel is tired and needs an update. One set of elevators was out for part of our stay, the shelving was coming down in our bathroom, and the furniture in the lounge is no longer shabby chic, it's just shabby. But I still love it for staff, location and people watching!

No hot water so had to move rooms. Hôtel was ok.

No hot water so had to move rooms. Hôtel was ok.

Great service

Great service

Room was large, clean and quiet. Staff was very friendly at check in and in the lobby bar. We will be back!

Room was large, clean and quiet. Staff was very friendly at check in and in the lobby bar. We will be back!

Nice staff, great views, we had a room facing the Empire State Building! Good location too. Safe area. Would stay again!

Nice staff, great views, we had a room facing the Empire State Building! Good location too. Safe area. Would stay again!

As

As

Staff was wonderful, food great, bed really comfortable with nice bedding, location great. It needs to be updated. The carpet is old, the shower tiles are old showing age, cracking. There wasn’t a place to sit except at an 8 foot cafeteria table that was beat up, and this was an upgraded room. I get the concept, and love the idea, but it opened in 2009, just needs to be refreshed.

Staff was wonderful, food great, bed really comfortable with nice bedding, location great. It needs to be updated. The carpet is old, the shower tiles are old showing age, cracking. There wasn’t a place to sit except at an 8 foot cafeteria table that was beat up, and this was an upgraded room. I get the concept, and love the idea, but it opened in 2009, just needs to be refreshed.

My only complaint was that I ran out of toilet paper and had to ask 2x for more before I got any.

My only complaint was that I ran out of toilet paper and had to ask 2x for more before I got any.

I’ve stayed at this hotel multiple times and it never disappoints. The rooms are consistently spotless, and the location is unbeatable, just two minutes from the subway, with Macy’s and the Empire State Building both within a ten-minute walk. The staff truly stand out as well: warm, friendly, and always happy to help, which makes every stay feel easy and welcoming.

I’ve stayed at this hotel multiple times and it never disappoints. The rooms are consistently spotless, and the location is unbeatable, just two minutes from the subway, with Macy’s and the Empire State Building both within a ten-minute walk. The staff truly stand out as well: warm, friendly, and always happy to help, which makes every stay feel easy and welcoming.

Staff was very helpful and the hotel has a really cool vibe!

Staff was very helpful and the hotel has a really cool vibe!

On a $200.00 hold fee? Way too much!

On a $200.00 hold fee? Way too much!

Everything was perfect

Everything was perfect

Prime location, super nice and helpful staff. Loved the style of the hotel and rooms, beds are comfortable! Would stay here again.

Prime location, super nice and helpful staff. Loved the style of the hotel and rooms, beds are comfortable! Would stay here again.

Very poorly lit rooms, could not even see my own luggage, tried to explain to management and they could not do anything, the overall state of the premises is very run down, cold, industrial, the bathtub had a lot of rust and looked dirty, the front desk staff were incredibly unprofessional and had zero manners. If you want to pay 4 star price to stay at a hostel, by all means do so, otherwise I would say this hotel is grossly misrepresenting themselves.

Very poorly lit rooms, could not even see my own luggage, tried to explain to management and they could not do anything, the overall state of the premises is very run down, cold, industrial, the bathtub had a lot of rust and looked dirty, the front desk staff were incredibly unprofessional and had zero manners. If you want to pay 4 star price to stay at a hostel, by all means do so, otherwise I would say this hotel is grossly misrepresenting themselves.

2 of the hotel’s elevators weren’t working

2 of the hotel’s elevators weren’t working

Small room and very old/industrial, but clean and functional and trendy. The food in the lobby was great and everyone was super kind! Very convenient neighborhood!

Small room and very old/industrial, but clean and functional and trendy. The food in the lobby was great and everyone was super kind! Very convenient neighborhood!

Excellent hotel would definitely stay again it was very close to time square walking distance

Excellent hotel would definitely stay again it was very close to time square walking distance

Staff was tremendous and helpful. Very friendly.

Staff was tremendous and helpful. Very friendly.

Excellent location and spacious rooms

Excellent location and spacious rooms

The room was great but having to pay to use the tv was strange. Friendly staff and helpful

The room was great but having to pay to use the tv was strange. Friendly staff and helpful

We didn’t eat or drink at the bar this time

We didn’t eat or drink at the bar this time

The staff was very nice, and the room was clean, cool-looking, and much bigger than I expected with a rustic feel. There’s a bar downstairs, and a coffee spot nearby, plus the location is great—close to MSG, Chinatown, Macy’s, and other great places. They also let us leave our luggage and walk around NYC even after we checked out, which was incredibly convenient and thoughtful. Overall, a great experience!

The staff was very nice, and the room was clean, cool-looking, and much bigger than I expected with a rustic feel. There’s a bar downstairs, and a coffee spot nearby, plus the location is great—close to MSG, Chinatown, Macy’s, and other great places. They also let us leave our luggage and walk around NYC even after we checked out, which was incredibly convenient and thoughtful. Overall, a great experience!

SUPER sweet staff. The lobby/bar area is perfect.

SUPER sweet staff. The lobby/bar area is perfect.

Super cool and fun!

Super cool and fun!

Breakfast was not included. But there were some places to get breakfast. We tried and liked the Black seed bagels but it was closed on Christmas.

Breakfast was not included. But there were some places to get breakfast. We tried and liked the Black seed bagels but it was closed on Christmas.

Great staff

Great staff

Friendly staff, great location, clean rooms and lobby. Front desk staff were very helpful and accommodating when asked to store our bags until our flight.

Friendly staff, great location, clean rooms and lobby. Front desk staff were very helpful and accommodating when asked to store our bags until our flight.

Easy, and for us, a routine check-in.

Easy, and for us, a routine check-in.

The staff was very courteous.

The staff was very courteous.

Fantastic hotel. Great staff, excellent location, beautifully clean and well designed rooms.

Fantastic hotel. Great staff, excellent location, beautifully clean and well designed rooms.

It was a pretty good stay. Beautiful lobby and great staff. However, they put us up in the attic. Had to take 2 elevators to the attic. The second elevator was a bit scary. We were never sure we were going to make it. Funny smell in the hallways, and barely any windows in the room. Also, at 3 am, someone was trying to get into our room. I am sure it was just a mistake, but being stuck all the way up on the 14th floor with no easy access to the lobby, it was a little unsettling for 3 females staying in one room. But all in all, a good stay. I would stay there again. I did notice I was charged $2 for a Highgate Charitable Foundation, which i never agreed to. Not making a stink about it because it is only $2, but if that is charged on everyone's account, that's a lot of money to be made to a Foundation I know nothing about. Or to the hotel, if there is no such foundation. Kind of weird.

It was a pretty good stay. Beautiful lobby and great staff. However, they put us up in the attic. Had to take 2 elevators to the attic. The second elevator was a bit scary. We were never sure we were going to make it. Funny smell in the hallways, and barely any windows in the room. Also, at 3 am, someone was trying to get into our room. I am sure it was just a mistake, but being stuck all the way up on the 14th floor with no easy access to the lobby, it was a little unsettling for 3 females staying in one room. But all in all, a good stay. I would stay there again. I did notice I was charged $2 for a Highgate Charitable Foundation, which i never agreed to. Not making a stink about it because it is only $2, but if that is charged on everyone's account, that's a lot of money to be made to a Foundation I know nothing about. Or to the hotel, if there is no such foundation. Kind of weird.

Ample room size, generous bathroom size, cleanliness, great vibe in the lobby, early morning coffee available in off lobby shop, helpful employees on duty....it was all perfect for this mom with her three 30-something daughters!

Ample room size, generous bathroom size, cleanliness, great vibe in the lobby, early morning coffee available in off lobby shop, helpful employees on duty....it was all perfect for this mom with her three 30-something daughters!

Second time staying there. Love the hotel, location and staff!

Second time staying there. Love the hotel, location and staff!

Na

Na

Friendly staff, cool atmosphere, helpful staff, clean rooms

Friendly staff, cool atmosphere, helpful staff, clean rooms

Clean room, friendly staff, cool atmoshere, overall the stay was very nice.

Clean room, friendly staff, cool atmoshere, overall the stay was very nice.

Room service staff and excellent location for NYC activities.

Room service staff and excellent location for NYC activities.

We had a great stay at the Ace Hotel New York. There was a mixup with our Expedia reservation that had been canceled, but when we arrived the front desk was able to reinstate it right away. They let us know it’s always better to book directly with the hotel next time, which we definitely will. Frankie and Nelson (I think those were their names) at the front desk were so nice and welcoming. The building is a little dated, but it’s decorated in a fun and tasteful way that adds to the charm. We’d happily stay here again because the staff made everything feel easy and comfortable.

We had a great stay at the Ace Hotel New York. There was a mixup with our Expedia reservation that had been canceled, but when we arrived the front desk was able to reinstate it right away. They let us know it’s always better to book directly with the hotel next time, which we definitely will. Frankie and Nelson (I think those were their names) at the front desk were so nice and welcoming. The building is a little dated, but it’s decorated in a fun and tasteful way that adds to the charm. We’d happily stay here again because the staff made everything feel easy and comfortable.

Staff at the front desk was lacking bellman were cool

Staff at the front desk was lacking bellman were cool

Room was fine. 2/3 of the elevators were broken the entire 6 night stay which was extremely inconvenient.

Room was fine. 2/3 of the elevators were broken the entire 6 night stay which was extremely inconvenient.

This room was terrible. It was the last room in the “Attic” which is some weird addition to the hotel which also houses residents. Carpets were stained, hot water didn’t work, room was dark and the neighbors kept me up all night. Felt like a hostel! I was disappointed to say the least

Room was decent, i expected more from a 4 star hotel i.e dust above the mini fridge cleaned and the vents/heater/ac area cleaned full of dust Would expect the ice machine to be small room with a door, you can hear it from a few doors down i feel bad for the room in front. Luckily only one person used it so far Bed was comfy, bathroom looked nice. The drains have trouble draining in the bathtub as water would pool up

Great hotel, the lobby bar and restaurant are amazing! Stumptown Coffee (my favorite) can be accessed through the hotel lobby. The staff was super friendly and helpful, 10/10 recommend!

2 hawt. was shleepy boi then sweaty boi :(

Coffee was great

The rooms are horrible. Dirty and out of date. The robe in my room had holes in it. The bathtub was all rusty. I as there 3 days and room service dishes sat outside the whole time. There was a big bucket in the hall to collect water dripping from the ceiling. At least the desk staff were very nice and the location is good.

Great staff. Warm welcome with small gift upon arrival based on loyalty of visits to hotel.

Ideal location, friendly and professional staff, and great cocktail bar and coffee shop. Room was spacious, clean and comfortable.

My favorite hotel in NYC! I've stayed there a few times and on this most recent trip Catherine made my stay particularly enjoyable. Thank you!

The check-in staff were enthusiastic, but offered no real help when I didn’t have a physical credit card to check in with. (Even tiny guesthouses in rural India were able to enter the details manually!) The public areas of the hotel are GORGEOUS. The guest floors and rooms are dingy and tiny. The room is as wide as the length of a double bed. The tv is mounted right at your feet. No remote control was provided so the welcome screen glowed at me all night. Bathroom tap was leaking. Shower was rusty. Tiny patch of floor space the only place to put your suitcase. Thankful I was travelling solo! Not thankful for the exorbitant nightly fee, considering all of the above.

My family booked a seven-night stay at ACE Hotel New York but was left with no choice but to urgently seek alternative accommodation after only four nights at the hotel due to bed bug bites in two separate rooms. Despite being relocated to another floor, all three of us continued to experience painful, swollen bites. I witnessed a live bed bug in our first room crawling inside my bed sheets, and a blood stain was found on the pillow from a bite my mother sustained on her scalp in our second room. The manager on duty at the time of our second occurrence responded with professionalism and empathy, ultimately advising us to seek alternative accommodations after witnessing the extent of the bites on my face in person. This speaks volumes, clearly demonstrating that on-site management themselves lacked confidence in the hotel’s standards and ability to provide clean accommodations. While Expedia.ca handled the matter urgently with exceptional care and provided a full refund for the unused nights, ACE Hotel issued only a refund of the nightly "resort fee" of $40 USD/ night. The hotel’s pest control reports provided to us by the Director of Rooms & Safety indicating “no evidence of bed bugs” directly contradicts our documented experience and photographic evidence, raising significant concerns about the property’s sanitation standards and its handling of guest welfare- despite how this manager may respond to this review.

Great staff. Cool design. Excellent location.

Room felt neglected, not particularly servic minded staff

We choose to stay at this property every time we visit New York, and it never disappoints. The location is excellent, the staff are consistently welcoming and attentive, and the facilities are always well-maintained. It truly feels like our home away from home in the city.

Loved the room. Location is great. Staff was lovely.

Paid for a suite with three beds. Ended up with a king and adjoining room with two futons. Had to check into both rooms at totally separate times and place two different deposits despite having paid in full for our suite before we stayed. Great lobby but rooms are moderately clean, elevators are awful. Ended up having to use stairs most of the time. Not worth the money. Time to stop resting on the hipster laurels of your hotel and update some of your issues. Definitely start with training the front desk.

The positives: - Great location! - Rooms are very spacious - The building has Black Seed Bagels and a Fresh Juice place as well a coffee shop - The lobby has a coffee bar and a drinks bar - The daytime reception staff and bell staff are very friendly - One of the rooms had a slight view of the empire state building Areas of improvement: - The hotel is very dimly lit. The lobby as well as the rooms are very dim. It is hard to get ready in such a poorly lit room - The night staff manager wasn't very friendly and borderline rude - There is no coffee machine in the room BUT coffee bar in the lobby makes up for it - One of the rooms had an issue with the drain of their shower and the another one had an issue with their toilet running all night - The queen beds are small for 2 people We stayed for just the weekend. I wouldn't for a longer stay, The dim lighting isn't very enticing for a repeat stay.

The check-in was a mess. We tried to check in at 2:30 and no rooms were ready so the lobby was packed. At 3 pm when rooms were finally ready there was a huge line to check in and get your bags. It’s unbelievable that they couldn’t check in a single party early.

Front desk person was so rude and started screaming and being disrespectful.

Also there was not enough clothing storage space for us travelling for 6 nights. One thing (not the hotel’s fault) but the smell of marijuana around the hotel and coming through the windows was extreme.

I had terrible sleep due to the loud noises the water pipes made whenever someone nearby using the sink or bath. And on top of it, I received extra $50 destinations charges after I checked out. I was told I’ve been paid in full when I checked in. This is ridiculous. Will never stayed there anymore

Great place to stay, good vibes

Nice staff and low key

Although the room was clean, it was very small for $700/night. The lobby was very dark, and there was no restaurant The only redeeming part of this hotel was the staff who were very friendly and accommodating. The use of graphic messaging is overwhelming to the visitor and by no means hip. I sure hope they did not pay anyone very much for the design and layout of the common areas and rooms.

Very enjoyable stay

Got in late (2a). Front desk was 100% on - couldn't have been more efficient or nice foe thar matter. Room was clean. Shower was great after a long businesa trip.

Perfect location for our weekend. Great vibes all around at the hotel and really decent space in the double bed room for 4 people! Highly recommend!

Couofnt find my reservation ajd the okder gentkrnsn at thevfrontvdesk was extremely rude. In addituon was "accebtidently" overcharged $523.00 on my bank card.

Very dark common rooms. Cave like. Rooms feel like small office spaces revamped. Very loud and windows don’t keep busy nyc noises away. Hallways feel unsafe and whole vibe isn’t comfortable. Room clean. Linens and towels fine.

Lovely staff, everyone was super kind and check-in was smooth. Large lobby with bar and photobooth which we loved! Our room was pretty dark, we didn’t have access to direct sunlight, which was unfortunate. We had a few issues with the shower plumbing as water didn’t drain well and orange rust fell on our friends hair during their shower. A/C was not working as well given it was extremely warm outside during our visit. Check out was easy and staff were extremely helpful with our bags!

Definitely not a 4 star hotel, though they charge you for it. No restaurant, no in room dining, no bell service. Lobby is just one large room. No pool. Small gym. Loud parties at night. People smoking on floors. Rooms are ok. Definitely not aligned with the quality of other ACE hotels.

This was our second stay at the Ace Hotel. Itʻs located well in NYC. Thereʻs a breakfast.bar with croissants and coffee, tea, just right fora small breakfast before going out in the city. Our room had a full refrigerator, an excellent bathroom and bed, and a view of the Empire Stat building a block away. It was a little bit dimly lit, but otherwise excellent.

I love the Ace. I’ve been staying there since 2015 and I just can’t see myself staying at any other hotel. The central location is unbeatable and the low key vibe is exactly my speed.

Comfortable room. Helpful and Friendly Staff. Great location for a homebase to explore NYC.

Great hotel and very well-located to transit and bike rentals. Room was spacious and cleverly-appointed. Shared a 2-bed with my adult son and there was ample room for both of us.

Thankfully, the rest of the hotel experience was the opposite. The room was clean, though slightly dated in smell, and I appreciated the eco-friendly toiletries. The location was excellent with a late-night ice cream shop right next door. Security, cleaning staff, and other employees were all welcoming and helpful. I even stayed an extra night thanks to the staff’s flexibility. Overall, I enjoyed my stay and would recommend the hotel—just beware of Marcus at the front desk, whose rudeness doesn’t reflect the otherwise great service.

Thankfully, the rest of the hotel experience was the opposite. The room was clean, though slightly dated in smell, and I appreciated the eco-friendly toiletries. The location was excellent with a late-night ice cream shop right next door. Security, cleaning staff, and other employees were all welcoming and helpful. I even stayed an extra night thanks to the staff’s flexibility. Overall, I enjoyed my stay and would recommend the hotel. just beware of Marcus at the front desk, whose rudeness doesn’t reflect the otherwise great service.

Good stay, nice sized room and comfortable. Great location.

The front desk staff were very short and rude, actually lied to me four times about an Internet outage…

Excellent supportive staff. Very unique atmosphere with a nice lounge and bar area.

The grunge vibe was not appreciated. No coffee maker in the room and no coffee service in the am even though we were told to order from room service.

Great boutique style hotel in Manhattan. Rooms are exceptionally spacious, clean and quiet. Loved the coffee shop in the lobby with great pastries and coffee.

a quick trip to the city/ just for fun- the Ace is a great home base for us- easy walk to the village

Good value

Lobby closing time was short and abrupt even though we were both guests and receiving bar service. We had to cut business conversation short.

This review is specific to room 608. It looks nothing like the photos for a deluxe king. If Sid Vicious and Johnny Rotten had a baby that happened to be a hotel room… 608 is it. If you’re wider than a foot, the bathroom is a bit tight. The positives: the room is dark. The bed is super comfy and supreme for a good night’s rest. We slept really well. It’s quiet. The negatives: the room is dark. Black walls on a black rug. It’s a mine field… very easy to bump into things. A dear friend who used to be in a famous rock band recommended the hotel. I get it. I do. If you’re young and into music 608 is perfect for you. The turntable, records, and complimentary bottle of a solid red wine are all nice touches. If you want White Lotus, try another room.

The rooms and the faculties are feeling a little tired but very convenient. The lobby is too dimly lit though. Hard to see things there

Excellent location and amenities

Nice room except fridge and phone didn't work., great service except at bar where drink discount was problem. Young crowd was suprise, great location. Surcharge addition to price is annoying.

Great rooms, great staff.

Our stay was amazing! The lobby had a DJ, the room had a guitar, it had a fun vibe, and was centrally located in the middle of the city. I got a great price and would definitely stay here again.

rooms are way too dark for me, hard to see my clothes

Pretty cool and hip hotel. A little dark…but then again we all look better in the dark!

In total good location but bad experience.

The hotel is located on a street that feels a bit off, and the overall vibe doesn’t improve once inside. The room had very little natural light, despite the photos suggesting otherwise. The lighting situation is poor throughout the hotel from the lobby to the rooms which made the space feel gloomy and unwelcoming. I ended up upgrading just to avoid feeling like I was in darkness all day which want worth it. The room itself lacked basic comforts: no coffee machine in a one-bedroom loft is a strange miss. Add to that the confusing pricing and lack of value, and I honestly don’t see how the rate made any sense in the end. Service was another low point. Only one person at the reception desk was helpful and it was clear his support came from personal effort, not from a well-trained team or a service-focused hotel culture. The rest of the staff didn’t bother assisting with anything at all especially at checkout. But even that was overshadowed by how poorly checkout was handled and the final straw: I was charged an unexplained amount in taxes and fees at the end, unlike anything I’ve ever encountered in my entire travel history. Yeah, i do not recommend a stay here.

Room was a lot smaller than expected. Air condition wasn’t working properly and room was very dimly lit. Could hear several other guests all night while trying to sleep. Wasn’t a relaxing experience at all. Probably the last time staying here. Has gone quite downhill from what it was.

Great location and service.

Room was dark and smelled.

I have been staying at the Ace for years; it is a comprehensive experience. You can get your coffee, cocktails, and drinks without ever leaving the establishment.

Some things I'd note; the bathroom design made it hard to shower without water going everywhere. Photos of the washrooms would have helped in the room selection. Generally the setup seemed more geared toward men maybe? or people with short hair at least. Limited lighting and no outlets near the mirror made getting ready tricky. Noise is expected for the location and building age, but some updated window seals/gaskets could help with street noise. Overall though, a solid stay for the location and cleanliness.

Most of the pictures doesnt replicate the room we received.

Bathrooms are horrible. No ventilation. Shower curtains are short so by the time you're done, there is a pool outside. Needed to use new towels everyday to prevent water from entering into the room. Note: cleaning staff are aware and dont mind giving out extra towels for that reason.

The location is brilliant! The lobby has everything you need, which is great because there is no coffee in the room. The staff was wonderful and the room was spacious. I’ll be back!

The room was in very poor condition needs a renovation

Staff was friendly & great location!

The room looked as described unfortunately the room and especially the bedding smelled musty / moldy (IMO a frequent problem with NYC hotels). The window looked out onto an unkempt roof area of another building and the side of two other empty / run down buildings. Its an inexpensive choice for that part of town (realtively speaking) so I wondered what was the "catch" and now we both know.

Fun decor, very masculine vibe. Smells like leather, very dark in lobby. Good location. Bed comfortable but base a bit futon like. I liked that there was a gym and bagel shop on site. Clean and I enjoyed pigeon visitors at window!

Rooms need an upgrade. Bathrooms are terrible with a shower that floods due to an outdated/poorly designed curtain rail. Should be glass doors! Rooms are tardy and dark. Poor window coverage from morning light.

Average condition.

Great location

Good

Coming to the ace for over 10 years. This was by far the most disappointing visit. A lot has changed over the years I guess.

I didn't like how noisy the air conditioning was as it made it difficult to fall asleep (even with earplugs). Also the TV was not functioning. The staff however were all very welcoming and friendly.

pretty nice

Great location, clean, and rooms are quite spacious!

Comfortable bedding, spacious room. Wasn’t crazy about the nightclub vibe in the lobby (in the evenings- during the day it’s workers on laptops)-but I’m sure works well for lots of folks. Good adjacent restaurant. Location convenient to many transportation options and tasty grab and go food options right there.

Cool place with a unique feel. Enjoyed the service also.

There is a water boiler but no coffee, not even instant coffee. Trying to call front desk is impossible. Always busy. The lobby and bar areas are nice. The price of a stay is outrageous for this tiny room.

I'd stayed at the ACE Hotel before and I enjoy coming back. When I asked Freddy at the front desk if our family could have a room with a view to the Empire State Building, he went out of his way to make it happen. The 28th street subway station is right around the corner, the Stumptown Cafe in the lobby is great and it's walkable to Times Square. And to top it off, I love the record player and album selections in the room. I will stay there again.

This hotel was top-notch! My stay was excellent, and the staff was exceptional! There was a bar to purchase coffee and croissant sandwiches in the morning, which was great since we were on the go. The rooms were uniquely decorated. My bed was super comfortable and the shower was one of the best I've ever experienced. I would highly recommend and stay here again!

It was a great fun hotel. Very clean. It definitely is boutique with a curated old fashioned look to the rooms and bathrooms which is nice change from the standard chain hotels. Great atmospheric lobby with bar and coffee counter. Location that can't be beat either. Staff very attentive and helpful.

Great location but overpriced

Great location and easy

Hotels.com were nothing short of a disgrace. Arrived at 00:30am and there was no room available. Spent 60 mins on the phone to hotels.com they couldn't offer us a solution. We had to walk the streets of new York at 2am trying to find a new hotel. Terrible.

Great location and artsy feeling hotel with friendly staff.

The service was friendly & the location is excellent. I appreciate that it has an interesting vibe. The rooms need a spruce up - shower drain was super rusted, fixtures got stuck, and AC didn’t work at all our first night - but to their credit, they quickly fixed it in the morning. There was also significant street noise from the 2nd floor but that’s to be expected. I’d give it a good but definitely not great recommendation.

Scuzzy, old and dirty. Would never have booked if I knew.

Air conditioning not working well

Great location

Sadly I will never stay at the NY Ace again. And this used to be my go to hotel for all my NY meetings. While The people are lovely, this was a terrible experience. At check in they put me in a room category I didn’t ask for and were totally booked so no accommodation. Then night 1 is when I noticed there was no hot water in my shower. I asked 4 people across 2 days and as I left this morning the only hot water coming out of the shower was the slowest drip. This is 150% unacceptable for a 400$/night + room. Hot water seems like bare minimum. And this was asking different people MORE than once. It’s truly unforgivable and unfortunate. I would really caution against staying here. The rooms are showing age and there are plenty of other competitors in this great neighborhood. If you can’t provide hot water you don’t deserve my return business. Once again the staff was courteous and kind but this was a brutal experience and it takes more than cutting a “destination” fee to make something like this right. Do better!

No coffee in the rooms, which seems like a basic amenity these days. Poor room layout requiring you to climb over the bed to get to the desk and chair.

We arrive at the hotel early in the morning and they say that there is no water in the hotel from 10am to 6pm. We couldn't even take a shower or go to the bathroom. We came in for a business conference and a shower was absolutely needed after a flight. They never notified us in advance of this inconvenience. In addition, I made sure to call the hotel a couple days prior to our stay to advise them that I needed a cot for a roommate and at my arrival the cot was not in my room. I called the front desk to advise them of the situation and they said my room was too small for a cot and it wouldn't fit as it would be a fire hazard. They said the hotel was full and we unfortunately cannot accommodate you. My roommate was now without a room. It took LOTS of convincing and finally they changed us rooms into a bigger room to fit a cot. I made sure to call days in advance to make sure this situation wouldn't happen. Overall, the hotel was very dark and not the cleanest. For the price we paid we could of gotten a much better deal elsewhere. Very unhappy about my stay.

No air conditioner working all day.

The air conditioning was broken for the entire building through the entirety of my stay. The room was almost unbearably hot. And then there was no running water for a large part of one of the days. Not a great experience; recommend staying somewhere that's been better maintained.

Hotel is not as nice as Expedia markets it. Very old-fashioned. Not a contemporary style hotel.

The style of the Ace Hotel is cool and conveniently located just off Broadway near a subway station. However, the room left quite a bit to be desired such as a working fridge, and A/C.

Great location and big fan of the ace overall but rooms were hot and then water out for good portion of the day

In mid May, when New York is sweltering, their policy is not to allow the air conditioner on in guest rooms until June 1. The room is like a furnace. There are solution was to offer me a fan to blow more warm air. The room is also quite small and not at all will lit. I suppose the fact that there’s a guitar in the room and a vintage fridge is supposed to overcome these deficiencies, but it didn’t work for me. Staff is excellent. But the whole hotel is dark1 even the lobby all day long is very dark and really in my opinion not very pleasant.

plenty of food options, hotel is buzzy and fun, room was awesome….only little gripes no ESPN and bathroom is tight tight

The windows in the hotel do little to block out street noise, so earplugs are necessary for me to sleep. There is a reason why their price is so competitive. It’s a cool hotel with a great lobby, excellent shops and restaurants nearby, and the rooms have an appealing decor. That said, I think the hotel is long overdue for updating, refreshing, and configuring with climate control.

Room was very hot with thermostat and A/C not working. Room was tiny & difficult to get to far side of bed. Stayed on 5th floor & it took 10 minutes or more to get hot water. Lighting in room is inadequate and difficult to operate. View from room was back side of same building & rooftop with HVC & ductwork. Very expensive for a crappy room. I will not stay here again.

Jfklsj

Chic boutique hotel. Good amenities. Staff is very helpful. lots to do around the area within walking distance

To everyone staying here when it’s 60-75/80 degrees—-DO NOT STAY HERE. I REPEAT, do NOT stay here. They have no working ac. The ac only flows room temp air and the ac is deceiving and inaccurate as the thermostat says 65 degree Fahrenheit, and it’s more along 75-80 degrees in the room as the AC DOES NOT WORK AND IT DOES NOT BLOW COLD AIR. They gave us a fan, but it’s still crazy hot! You’re welcome. I seldom write scathing reviews but I feel ppl would benefit from this knowledge.

The hotel worked for what I needed but I was underwhelmed. The lobby was so dark and lacking any natural light, which was the same experience in my room. The air did not feel very fresh in the room or hallways, there was no fan in the bathroom. Location wise, it was perfect and the staff was very friendly.

Nice hotel with great concierge service and a cool vibe. Our room had a really musky smell upon arrival and not enough lighting.

I booked the nicest double room, when I arrived their system was down (totally fine) but they escorted my friend and I to a BASEMENT-esque hell hole with no windows that was completely black. I felt like I was in high school hanging out in an unkempt basement. The tub didn’t drain either. I immediately requested a normal room (that looks like the pictures from the website). The staff said they couldn’t move me till the next day. Sucked but I agreed. I called and talked to 3 other staff members in person to figure out when I could get the next room. More rude staffers told me I couldn’t get one till 3 pm (and other miscommunications), after a struggle I was given another room with a window. Yay! I went out to lunch, came back to the room and it was filled with smoke. We called the desk- security and an engineer came out. Turns out our AC exploded - an electrical fire. So we had to switch rooms again!! I had 3 rooms over 3 nights. It was awful and extremely stressful considering the money I paid. All they did was give me $80 off and a free drink ticket. I am praying I can get a full refund on the first two nights. Horrible stay. (And I’ve stayed at many ace hotels around the country.) I will never and can never go back.

I never in my life had a hotel charged me for "soiled linen". I had a tattoo done and they wrapped it up and some of the ink got on the pillow case. Same thing happened at another hotel and they never charged me for it, thats what you got house keeping for, to wash the blankets and pillow cases! On another note there was no thermostat and it was hot as hell in there.

My room at the Ace however...was 79 degrees. The AC does not work and it was NOT disclosed. I had a late work event set up and didn't get to my room the first night until midnight and it was then I realized it was quite stuffy. But was too late to do anything about it so I just slept on top of the covers and had a horrible night of sleep. The next morning, I was dripping sweat while getting ready - a blow dryer + curling iron + no AC + window that opened 2 inches. I was so miserable but again - had to get to work so said I'd call later. Called as soon as I got back and was told someone would come up. They brought a box fan. I looked at him strangely and said no no, AC doesn't work, I don't want a fan. Called back down and they said that due to NYC laws, they can't turn on the AC until May 15. Now, the fun part, I know NYC laws and that is a load of complete BS. In residential apartments, the rule is you can't change to AC until it is above a certain temperature outside for a consecutive number of days. This does NOT apply to hotels. The common area rooms of the hotel may have regulations but not the individual rooms. My assumption is the AC is broken so they are spouting excuses and lies so they don't have to give refunds or discounts. It has potential but FIX THE AC OR TELL PEOPLE IT ISN'T WORKING BEFORE THEY CHECK IN

Great location, hotel had lots of character

Terrific hotel. Wonderful aesthetic, great, friendly and considerate service.

Tired without its once-renowned glamor of shabby chic. Wish it was more like the Ace location in Kyoto, Japan.

Its a total dump! It needs a MAJOR upgrade. The first room they put us in had NO windows. The second room had windows but old carpets and smelled musty. The whole place felt so dirty and dark. I'll never stay there again!

Great hotel, felt spacious and comfortable. Excellent location, very convenient. Great staff made everything easy. Top marks all around

No AC and broken appliances

It's a great location!