Q4 Hotel New York City

Business reply on Google

Thanks for taking the time to share your feedback. We're sorry to hear that your stay was such a disappointing experience. We’re especially sorry to hear about the situation with the other guests in your room. A shared hostel environment depends on everyone being respectful of one another, and we always encourage guests to let our team know right away if something uncomfortable happens so we can step in and help. We’re also sorry that your interactions with our staff left you feeling unwelcome. Our team is here to help create a positive experience for our guests, and we’ll take your comments seriously. Regarding the common area after checkout, we do have policies in place to help us prepare the space for incoming guests, but we understand how important it is to communicate these things in a friendly and helpful way. We strive for excellent customer service & we hope to have another opportunity to serve you again.

Business reply on Google

Thank you for taking the time to leave such a detailed review. We genuinely appreciate hearing different perspectives from our guests, even when the feedback is difficult to read. First, we are pleased that you enjoyed our location. However, we are sorry that other aspects of your stay left you disappointed. We understand that climbing to an upper bunk may have been uncomfortable for you, especially considering the leg pain you mentioned. At the same time, in shared hostel accommodations, bed assignments are organized according to bookings, availability, and operational procedures. Once beds are assigned and prepared, our staff must also consider incoming reservations, housekeeping schedules, and fairness to all guests staying in the room. While requests for changes are sometimes possible, they unfortunately cannot always be accommodated immediately or in the way a guest expects. That said, we regret that the interaction left you feeling unheard or disrespected. Our intention is never to dismiss a guest’s concerns, and we are sorry if our communication came across as rude or lacking empathy. Hospitality is important to us, and we recognize that the tone of an interaction can shape

Business reply on Google

Thank you for your feedback. To clarify our policy: we offer free luggage storage before check-in. Once a guest has checked in and received a room key, bags are expected to be kept in the room. After checkout, we offer optional paid luggage storage at a flat rate of $7 per bag from 11 AM to 8 PM. We understand this may not be what some guests expect, but the fee helps us manage limited storage space and ensure security for all items. We appreciate your understanding and will continue to review our policies to improve guest experience. Best regards, Management

Business reply on Google

Thanks for sharing your thoughts. We’re sorry to hear that your experience didn’t meet your expectations. As a hostel in the heart of New York City, we focus on providing affordable, no-frills accommodations for travelers who prioritize location and value over hotel-style amenities. Towels are limited to one per guest for short stays, with fresh ones available after the third night — a standard policy designed to keep things sustainable and costs low. It’s not hidden information. We do our best to make sure all guests are informed at check-in, though we understand it can feel like a lot of info at once. We’re always happy to clarify things if anything’s unclear. As for the noise — being close to public transit is a huge plus for many of our guests exploring the city, but we recognize it’s not ideal for light sleepers. Similarly, while we don’t host social events, many of our guests find community organically while out and about or in our common spaces. We take all feedback seriously, and we’ll continue working to improve where we can. We appreciate you giving us a try and wish you all the best in your future travels. As for our staff, they’re here every day helping hundreds of gues

Business reply on Google

Bonjour, Merci pour votre commentaire. Nous sommes désolés que votre séjour n’ait pas répondu à vos attentes. Cela dit, nous tenons à préciser que toutes les chambres et literies sont nettoyées avant chaque arrivée, et nos serviettes sont lavées selon les normes de blanchisserie professionnelle. Si un problème est signalé sur place, notre équipe est toujours disponible pour le résoudre rapidement — à condition d’en être informée. En tant qu’auberge de jeunesse en plein cœur de New York, l’isolation phonique est limitée, comme dans beaucoup de bâtiments anciens de la ville. C’est une réalité de l’emplacement, mais cela fait aussi partie de l’expérience new-yorkaise. Enfin, notre personnel accueille chaque jour des voyageurs du monde entier et fait de son mieux pour offrir un service simple, mais respectueux. Nous regrettons si cela n’a pas été perçu ainsi lors de votre passage. Bonne continuation, ------------------------------------------------------------------------------------ Thank you for your feedback. We’re sorry to hear your stay didn’t meet your expectations. However, we want to clarify that all rooms and beds are cleaned before each guest arrives, and towels are professio

Business reply on Google

We’re sorry to hear about your frustration, but we want to clarify what actually happened. When there’s an issue with a third-party reservation — particularly one outside of our control — we do our best to assist. In your case, our team informed you that your reservation had been canceled and advised you to contact Booking.com for a refund. We even offered you a place to sit while you did so. However, once a reservation is canceled, you are technically no longer a paying guest. That means access to guest-only facilities like bathrooms and common areas is restricted. This isn’t personal — it’s standard policy for the safety and comfort of our other guests. Unfortunately, after several hours and repeated disruptions at the front desk, our team had to enforce those boundaries. No one is ever threatened without cause, but we do reserve the right to ask someone to leave if their behavior is inappropriate. We treat all guests with respect and expect the same in return. We're always happy to help — but within reason. Best regards

Business reply on Google

Thank you for your feedback, and we're truly sorry to hear about your experience with our morning shift staff. We absolutely understand how important it is for guests to feel welcomed and respected, and we’ll be addressing this with our team to ensure this doesn’t happen again. We also regret that the room conditions and noise didn’t meet your expectations. While we do offer the essentials in a shared space, we know that everyone has different preferences, and we’re sorry that this didn’t work out for you. Your feedback about the noise levels will be noted, and we'll look into ways to improve the soundproofing where possible. We truly appreciate you taking the time to share your thoughts, as it helps us improve. We hope your future travels are much more relaxing, and that you find a place that suits your needs better.

Business reply on Google

Thank you for sharing your feedback. We sincerely apologize for the discomfort you experienced during your stay. We understand how an unpleasant odor in the room can significantly impact your comfort, and we regret that we were unable to resolve the issue to your satisfaction during your visit. Please note that our refund policies are processed during standard business hours. While your reservation was non-refundable, we made an exception as a courtesy. Unfortunately, due to the nature of the complaint and the need to accommodate all five guests, relocating you without separating your party was not feasible. Upon receiving your feedback, our housekeeping team promptly addressed the concern by deep cleaning the room to eliminate any odors. We strive to maintain a welcoming environment for all our guests and take such matters seriously. We also want to clarify that we cannot control odors caused by previous guests, as this would be inappropriate and disrespectful. We appreciate your understanding in this matter. If you have any further concerns or would like to discuss this matter in more detail, please feel free to contact us directly. We value your feedback and are committed to imp

Business reply on Google

Thank you for reaching out and sharing your experience. We’re sorry to hear about the challenges you faced during your stay. Please note that it is a common policy among most hostels in New York City not to accept reservations from New York residents, and this is also stated in our policy. The first sentence of our terms clearly mentions that we do not accommodate New York residents, which was the reason for the denial of your reservation. We understand that this may have been frustrating, especially if this was not clearly communicated at the time of booking. Regarding the charges, the 14.75% tax is a state-mandated sales tax. Additionally, the $3.50 daily charge includes a $1.30 New York City hotel occupancy tax, which is required by the city. We apologize for any confusion surrounding this, and we strive to be transparent about all fees during the booking process. We hope this helps clarify the situation, and we sincerely regret that your stay with us was not as expected. Best, Management