Lobby sitting area

Reviews of The Marcel at Gramercy

4 out of 5
The Marcel at Gramercy
201 E 24th St, New York, NY

Reviews

8.2

Very Good

Rating 10 - Excellent. 431 out of 999 reviews" "
Rating 8 - Good. 330 out of 999 reviews" "
Rating 6 - Okay. 140 out of 999 reviews" "
Rating 4 - Poor. 60 out of 999 reviews" "
Rating 2 - Terrible. 38 out of 999 reviews" "

8.6/10

Cleanliness

9.0/10

Staff & service

7.4/10

Amenities

8.0/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

10/10 Excellent

dana

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
our staying at the ace hotel
our experience was very good- although it started badly )(our room was very dark), the stuff at the front desk were amazing (especially Osage the was so helpful and charming) and the rest of the trip (8 nights in total) was amazing location is great cool hotel vibes we enjoyed our stay very much!
Stayed 8 nights in Oct 2022

6/10 Okay

Alexandra

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel constantly cancels reservations last minute or like a week prior and moves tourists to different “sister hotels”. I booked my trip one month prior and only chose this place because of the location. I had 2 kids with me and we were planning on walking to Central Park, Times Square etc. They cancelled on me at the time when I didn’t have an option to find another place near by, everything was booked already. The “sister hotel” they transferred us to was about 45 min walking distance away from Times Square so I ended up spending so much on all the Uber trips. Later I found out that it was not only me and they cancel on so many other people as well.
Stayed 3 nights in Jul 2022

2/10 Terrible

Susannah

Stayed 4 nights in Jul 2022

10/10 Excellent

Victor, Chicago

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really loved this hotel. Excellent service from everyone you encountered, from the bellman to the maintenance staff to the front desk. Room was super comfortable and exceptionally clean. I don’t know when but the property clearly has been renovated recently and it shows. Neighborhood was great with restaurants and bars. Great place to stay!
Stayed 2 nights in Jul 2022
Response from Danielle on Jul 15, 2022
Thank you for your feedback! We hope to see you again soon!

4/10 Poor

Ashley

Traveled with partner
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
The a/c in the room was leaking and they said it was just condinsation but it soaked the whole floor on that side of the bed. They also had the rooftop terrace closed and that was one of the main reasons we booked that hotel. On the plus they did give us unlimited water and held our bags after check out until our flight.
Stayed 3 nights in Jul 2022
Response from Danielle on Jul 15, 2022
We apologize for any inconvenience during your stay. Your concerns will be addressed.

2/10 Terrible

Verified traveler

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
The hotel was not clean or comfortable. The drapes were musty. The air conditioning barely worked. The room had two beds but there was no where to walk. The were no amenities and it was not an inexpensive place!
Stayed 3 nights in Jul 2022
Response from Danielle on Jul 15, 2022
We apologize for any inconvenience during your stay. Your concerns will be addressed.

6/10 Okay

Nancy

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Location was very convenient. Air conditioning was not sufficient for summer temperatures. Staff was very accommodating, but couldn't do anything about cooling. No in room refrigerator or coffee maker. 10th floor lounge was closed.
Stayed 2 nights in Jul 2022
Response from Danielle on Jul 15, 2022
We apologize for any inconvenience during your stay. Your concerns will be addressed.

8/10 Good

John

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Friendly helpful staff
Stayed 2 nights in Jun 2022
Response from Danielle on Jul 6, 2022
Thank you for your feedback! We hope to see you again soon!

2/10 Terrible

Brooke

Stayed 1 night in Jul 2022

10/10 Excellent

Kayli

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Kind, caring staff with excellent service
Stayed 5 nights in Jun 2022
Response from Marcos on Jul 1, 2022
Thank you for your feedback. We hope to see you again soon!

10/10 Excellent

Matthew

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2022
Response from Danielle on Jul 3, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Claire

Stayed 4 nights in Jun 2022

10/10 Excellent

Sharon

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is an excellent option for staying in this neighborhood. Clean, comfortable and friendly and helpful staff. Only negative was street noise (but the front desk gives out free earplugs) and I didn't like that the layout of the hotel lobby is such that anyone can walk in and go up the elevators without being noticed by the front desk (no lobby security). But I would def still stay here again if I need to be in the neighborhood.
Stayed 2 nights in Jun 2022
Response from Danielle on Jun 27, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Carla

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 15 nights in Jun 2022
Response from Danielle on Jun 27, 2022
Thank you for your feedback! We hope to see you again soon!

6/10 Okay

Jan

Traveled with partner
Liked: Staff & service
Disliked: Amenities
Was disappointed for the price we paid. Bed was not comfortable, no coffee in room or lobby, room and bathroom very small. Room seemed tired. Staff was very friendly though. And location was quiet and safe.
Stayed 1 night in Jun 2022
Response from Danielle on Jun 22, 2022
Thank you for your feedback. We apologize for any inconvenience during your stay. Hopefully, we will make things up to you in the future.

4/10 Poor

Ji

Traveled with group
Disliked: Cleanliness, amenities, property conditions & facilities
Unlike their photos, this hotel was dirty, small, and old. When we got there they told us that they don’t provide daily cleaning- not sure why, so we didn’t have fresh towels or any cleaning done for the entirety of our 4 day stay. We also only got one tiny bottle of shampoo, conditioner, and body wash. When we asked for more the staff acted like we asked for something crazy. The room had issues with the electrical and our hairdryer did not work. The shower is tiny and gross and every time you shower your whole body touches the shower curtain. The air conditioning barely blows cold air and basically does not work. I do not recommend this nasty old small hotel.
Stayed 3 nights in Jun 2022
Response from Danielle on Jun 22, 2022
Thank you for your feedback. We apologize for any inconvenience during your stay. Your concerns will be addressed. Hopefully, we will make things up to you in the future.

10/10 Excellent

Diana

Liked: Staff & service, amenities, property conditions & facilities
The staff was without exception helpful and friendly. I also liked that housekeeping was limited.
Stayed 3 nights in Jun 2022
Response from Danielle on Jun 19, 2022
Thank you for your feedback! We hope to see you again soon!

4/10 Poor

Victoria

Disliked: Property conditions & facilities, room comfort
Disappointing, not 4* standard
Good central location. Hotel in general was shabby though, wallpaper damaged and peeling off. The reception area is maintained but rooms need some care. The bathroom porcelain was stratched and damaged. Very uncomfortable bed and extremely loud air conditioning. Disappointing that there's no fridge in the room and bottled water from reception is warm. Staff at reception were helpful but I do not believe this deserves 4 star rating
Stayed 3 nights in Jun 2022
Response from Danielle on Jun 19, 2022
Good Morning, Thank you for your feedback! We apologize for any inconvenience during your stay. Your concerns will be addressed.

6/10 Okay

Tomas

Traveled with family and small children, Traveled with family
Liked: Staff & service
Disliked: Amenities
The best thing about the Gramercy is the staff, who were more than willing to help us during our stay. The location on East 24 St. and 3rd is also convenient, but it can be noisy in the early hours when the bars empty. When it comes to the room, a chair would be handy, especially if you wish to sit down and write/work, rather than lying on the bed all the time. Moreover, what seemed to be a door to a cupboard for a minibar/fridge was basically just an empty space - having a small fridge in the room would be handy to keep drinks chilled. In addition, a kettle would be handy - if the Gramercy can supply an iron, ironing board and a hairdryer (which it did in our room), then a kettle and small fridge would also help. Cleanliness was a slight issue - the bedding is basic; aircon looked word and dirty; towels smelled of bleach; windows could do with a clean, etc. However, hotels in New York are seldom spotless. Though the image of the reception area in the Expedia listing is authentic, the rooms should match those images they hint at. Failure to do this is just disappointing for guests. Once the quality of the rooms is the same as the level of staff service, then the Gramercy can be a great place to stay at - the owners just have to invest, which I fear they won't!
Stayed 5 nights in Jun 2022
Response from Danielle on Jun 16, 2022
Good Morning Tomas, Thank you for your feedback. The items you mentioned are available upon request. We do apologize for any inconvenience during your stay. Overall we are glad you enjoyed your stay. We hope to see you again!

10/10 Excellent

Jorge

Traveled with group, Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was super friendly and helpful. Not a single issue from check-in to check out, and they were super accommodating to take care of our luggage after we checked out for no extra cost while we made time to go to the airport.
Stayed 4 nights in Jun 2022
Response from Anthony on Jun 14, 2022
Dear Jorge, It was our pleasure to have you. We hope to see you again sometime in the near future. Kind regards, Anthony

10/10 Excellent

William

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We loved our experience. Small but perfect.
Stayed 7 nights in Jun 2022
Response from Danielle on Jun 12, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Kimberly N

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great location and friendly staff.
Stayed 1 night in Jun 2022
Response from Danielle on Jun 12, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jun 2022
Response from Danielle on Jun 7, 2022
Thank you for your feedback! We hope to see you again soon!

8/10 Good

Diana, San Diego

Traveled with partner
Liked: Cleanliness, staff & service
The 1st room we were given was way smaller than the pictures it only had a side table on one side and on the other it was missing the room was so tinny. The AC seemed to have problems because it would get cold really quick. We left the AC on wen we headed out to site see and when we were back it was frozen. The employees were very nice and moved us to another room which was a more decent size. I would just not recommend getting the smallest room because its really small.
Stayed 3 nights in May 2022
Response from Danielle on Jun 12, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Melinda

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel was nice and clean. Staff was amazing and very helpful!
Stayed 3 nights in May 2022
Response from Danielle on Jun 12, 2022
Thank you for your feedback! We hope to see you again soon!

6/10 Okay

Tracy

Traveled with partner
Liked: Cleanliness, staff & service
Hard to find. Nothing special
Stayed 1 night in May 2022
Response from Danielle on Jun 12, 2022
We appreciate your feedback!

8/10 Good

SOFIA

Liked: Cleanliness
Clean rooms and little to no noise while you sleep. Good location too. When I arrived I asked the receptionist if I was too early to check in and without looking at me she said yeah you are. She did check me in and say my room was ready so I could go up, but it wasn’t friendly.
Stayed 7 nights in May 2022
Response from Danielle on Jun 12, 2022
Thank you for your feedback. Your concerns will be addressed.

10/10 Excellent

Suzanne

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in May 2022
Response from Danielle on May 18, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Cherie

Liked: Cleanliness, staff & service
Great location and friendly staff.
Stayed 2 nights in May 2022
Response from Danielle on May 18, 2022
Thank you for your feedback! We hope to see you again soon!

8/10 Good

Rodale

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I remember having to walk quite a ways but I also had a good time staying there.
Stayed 2 nights in May 2022
Response from Danielle on Jun 12, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Abby Alisa

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
By New York standards, the room was large. The location was good.
Stayed 4 nights in May 2022
Response from Danielle on May 12, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2022
Response from Danielle on May 11, 2022
Thank you for your feedback! We hope to see you again soon!

8/10 Good

thomas

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel has great location. Lots of coffee and food options close by. Staff was friendly and helpful. Nice shower/tub plenty of hot water. No coffee pot, fridge, or microwave. Lounge and rooftop were closed due to construction.
Stayed 3 nights in Apr 2022
Response from Danielle on May 7, 2022
Thank you for your feedback! We hope to see you again soon!

6/10 Okay

Kaaren, MT PLEASANT

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The guest rooms in this hotel are very, very small.
Stayed 3 nights in May 2022
Response from Danielle on May 11, 2022
Thank you for your feedback!

6/10 Okay

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
OK if you don't stay in the room but for sleeping.
The room is so small that not even a chair is provided. No mini frig is provided either.
Stayed 1 night in May 2022
Response from Danielle on May 6, 2022
Thank you for your feedback.

4/10 Poor

Caroline

Traveled with family
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
Pleasant staff
Stayed 6 nights in Apr 2022
Response from Danielle on May 2, 2022
Thank you for your feedback!

8/10 Good

Michael, Scituate

Stayed 1 night in Apr 2022

10/10 Excellent

Trent

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Apr 2022

8/10 Good

Konstadinos

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
We had a nice stay. Very friendly personnel
Stayed 9 nights in Apr 2022
Response from Danielle on Apr 30, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Sharon

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
It was quiet and in walking distance to restaurants.
Stayed 3 nights in Apr 2022
Response from Danielle on Apr 30, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Claire

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent for our needs
Lovely hotel in a great location. The room was small, as is expected in NYC, but brighter than expected at that price point. Bed was very comfortable with lots of pillows. Clean and totally perfect for our needs. The only thing missing was either a mini fridge or an ice bucket. Will definitely be our go-to place when we visit NYC
Stayed 2 nights in Apr 2022
Response from Danielle on May 5, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Faith

Liked: Cleanliness, staff & service, property conditions & facilities
Terrific location. Small but ample room with high ceilings.
Stayed 2 nights in Apr 2022
Response from Danielle on Apr 5, 2022
Thank you for your feedback! We hope to see you again soon!

10/10 Excellent

Joshua

Stayed 4 nights in Mar 2022

8/10 Good

Robert

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The property is well located, albeit a bit inconvenient for using the subway. Bus service is readily available on nearby 2nd and 3rd avenue, but it's complicated to purchase tickets. The staff is exceptional. Use of their "amenities" is complicated. Some services should simply be offered (daily room tidying or refreshed towels, for example) rather than having to ask for them.
Stayed 2 nights in Mar 2022
Response from Danielle on Apr 5, 2022
Thank you for your feedback! Your concerns will be addressed.

10/10 Excellent

Ryen

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel is located in a great area so many different things to do near by in walking distance. I loved the decor of the lobby and the customer service was fast and friendly.
Stayed 2 nights in Mar 2022
Response from Danielle on Apr 1, 2022
Thank you for your feedback! We hope to see you again soon!

6/10 Okay

Jessica

Traveled with group
Liked: Cleanliness, staff & service
good... but
The hotel is in a great location and the staff is excellent. The room, however, was a little run down. Clear damage done to the desk, the light switch in the bathroom was a big problem and the heat/ac unit though adjusted to a much cooler temp, kept reverting to pumping out heat making sleep less than pleasurable.
Stayed 1 night in Mar 2022
Response from Danielle on Mar 22, 2022
Thank you for your feedback! Apologies for any incovienece during your stay. Your concerns will be addressed.

10/10 Excellent

Michele

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very nice, and the room, which was very spacious, comes with free bottled water.
Stayed 2 nights in Mar 2022
Response from Danielle on Mar 22, 2022
Thank you for your feedback! Hope to see you again soon!

8/10 Good

Michael

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The daily refresh of the room was very welcomed. I wish that the room had a mini fridge to store the complementary water.
Stayed 3 nights in Mar 2022
Response from Danielle on Mar 22, 2022
Thank you for your feedback! We hope to see you again soon!

8/10 Good

Kristine, Fort Lauderdale

Liked: Staff & service
Staff was great, but the property definitely feels a little worn. I had request a room change because the tub faucet had a constant drip (practical run). The mattress in my new room had a bad sag it, but not enough to make a big deal about it. Overall the hotel is ok…good enough for an affordable stay in the city.
Stayed 1 night in Mar 2022
Response from Danielle on Mar 22, 2022
Thank you for your feedback! Your concerns will be addressed. Hope to see you again soon!

10/10 Excellent

Robin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Will be back
Second stay here. Old hotel but nicely renovated. Rooms are clean, stylish, comfortable. Staff is great. Great value for NYC. We will be back!
Stayed 2 nights in Mar 2022
Response from Danielle on Mar 8, 2022
Good Morning, Thank you for your feedback! We are glad your stay here once again. We anticipate your return. Until next time be well.