Thank you for your response. I am very sorry for the delay in your check in. We did have a proper staff set up for the day, however we had several call offs for illness, and a death in the family of a staff member mid shift. It became an issue that we could only maintain the best we could and try to get everyone in as quickly as we could. I can assure you that we strictly follow guidelines for breaks, and all housekeepers are required to take a break according to the laws of NYS. Thank you for your input, we use all guest comments and feedback to better ourselves. While this was a situation out of our control, we will have better back up plans for future!

Thank you for taking the time to send in your feedback. I am happy to hear that your room was clean, and breakfast was to your liking. I am so sorry that your stay was affected by a smoke smell you say you experienced in your room, and I am sorry we were unable to remedy this fully due to being sold out. I will speak to my housekeeping department to see what more we can do prior to a guest checking in to avoid this in the future. Thank you again!

Thank you for your feedback. Saturday was a series of unfortunate events for us here. The staff did try their best to accommodate our guests. Between a death in one of our staff members close family members mid-shift, as well as several call offs for illness, it was a bad day. However, I am confident in saying this is not a common issue at this property. Unforeseen circumstances can & will occur, but we always do our best to pull together. Emily who is the girl you spoke of and was at the front desk is actually a member of upper management and was one of the people that helped hold it down. Thank you again for taking the time to send in your concerns. I do hope if you will be in the area again, you will give us another shot!

The rates that we had available for the night of the 14th were right in line with the rest of the city. I do not see anywhere that we were charging 700 rates though. It also can be based on if you are in a suite versus a standard room. We were actually very careful not to price gouge based on the circumstances. This is not something that Hilton, or our management company would allow to happen. I am not sure who you spoke with that quoted that rate, but if you recall, please let me know.