I literally wasted my Expedia points ($50 off worth) on this piece of crap hotel, and we still ended up paying $300 plus a $57 service resort fee for two nights. This hotel is gaudy, tacky and cheap looking. Our room (a standard queen) was the size of a CLOSET. It was literally the smallest room I have ever stayed in. The only furniture in the room was the queen bed, two small night stands and a giant wardrobe that took up most of the space aside from the bed. The sheets felt cheap and had some pilling which was disgusting to me. I can't stand sleeping in a hotel with overly washed cheap sheets. Don't waste your money staying here unless you're okay with paying a $57 service resort fee for a piece of crap gym that you're probably not even going to use, because that's what ended up happening to us. I have never felt so ripped off and disappointed at Expedia for marketing this hotel as 4 stars.
Comment from Hotel Management
May 1, 2016 by Jenny K, Hotel Management
Interactions with people play an important part of any experience, and we’re sincerely sorry our front desk team didn’t offer the service our guests deserve. Please know we are bringing it to the attention of our team. We’re also sorry to hear our room size didn’t fit your needs. For future reference, we offer a variety of rooms and suites, like our Luxury Suites that feature a 510 square-feet layout with fantastic city views, a king bed, 2 flat-panel TVs and a queen sleeper sofa in separate sitting area. At Serrano we also feature quality Frette linens and robes, but we are taking your experience into careful consideration and checking to make sure any worn sheets are taken out of rotation. Our Urban Fee includes much more than the gym with great benefits like morning coffee and tea, all day flavored water in reception, morning newspaper, town car service Mon thru Fri mornings to the financial district, unlimited local calls and faxes, boarding pass printing, use of our bicycles, and free Wi-Fi. We apologize if you were not aware of the charges before your stay because we want our guests to be comfortable with our price point before they stay. Making a great impression is very important to us, and we’d like another chance to make a second impression you’d love.