Ratings based on 6,265 Verified Reviews

3.8 out of 5
77% of guests recommend
4.1 Room cleanliness
3.9 Service & staff
3.6 Room comfort
3.7 Hotel condition
Expedia Verified Reviews
3 out of 5
by A verified traveler from Sydney NSW Australia

Location

Posted Aug 1, 2017
Pros: Location. Lobby
Cons: Communicating pool situation on website Change the internet charges Communicate all costs and facilities at check in
Location: Location across from the Lincoln centre short walk to Central Park Great restaurants within a 5 minute walking radius
I chose this hotel due to the location but more importantly the pool. Checking in I had to ask many questions regards the hotel and when I asked regards the pool hours they respond the pool is closed for maintenance yet nothing on the website. The view rooms facing Broadway and Lincoln Centre even on the 8th floor will experience traffic noise. Plus the $50 per day holding fee for incedentals and the room charge for internet means coming to the lobby every time you want to use your laptop to avoid $13 per day day room fees. The location, restaurants close by and the hop on hop off bus stops across the street from the hotel.
Comment from Hotel Management
Aug 9, 2017 by HT, Hotel Management
We deeply apologize for not meeting your expectations. Your feedback is valuable to us and all your concerns will be addressed. Hope you will give us another chance to prove we can provide excellent service.
3 out of 5
by A verified traveler from Houston

Location Good, But......

Posted Jul 29, 2017
Odd place. Baby cribs in the room, whether you want one or not, takes up space. Maintenance crew woke us up at 10:30 on a weeknight to cut into ceiling to install wifi, no warning whatsoever. To their credit, the Empire gave us back some $ for the trouble. Pool deck (rooftop) was closed, due to some unk reason. Not worth the $ here.
Comment from Hotel Management
Aug 9, 2017 by HT, Hotel Management
We deeply apologize for not meeting your expectations. Your feedback is valuable to us and all your concerns will be addressed. Hope you will give us another chance to prove we can provide excellent service.
1 out of 5
by A verified traveler

dirty -- rude serrvice -- overbooked

Posted Jul 27, 2017
Pros: location only
dirty -- rude serrvice -- overbooked -- terrible service
Comment from Hotel Management
Aug 9, 2017 by Hotel Manager, Hotel Management
We deeply apologize for not meeting your expectations. Your feedback is valuable to us and all your concerns will be addressed. Hope you will give us another chance to prove we can provide excellent service
2 out of 5
by A verified traveler from CT

Extreamly Stressful Experience.

Posted Jul 27, 2017
Upon arrival AC was not working on the hottest week in NYC. Spoke to reception over 4 times and called Expedia. Unfortunately we prepaid and our complaints fell on deaf ears on both ends Expedia and the hotel. On the second day the AC was fixed. Paid for a larger room that had a tiny closet with a fridge in it. Not enough room to hang or store things. We lived out of suitcases. No hot water early Thurs AM when I needed to wash my hair. Recption said they would send an engineer to the room. Problem was resolved around 8:30 am. Spoke with guests who told me there had been a fire in the hotel in June and Starbucks and Duane Reade had to be closed because the owners do not maintain the hotel infrastructure. The best part of the stay was when 2 strangers walked into the room with their luggage and thought it was their room. My key had been deactivated. Spoke to staff who said "the system was down" , no apology whatsoever. I was terrified that more strangers would appear in the middle of the night and sent more than one email begging them not to do this to us again. Again no response. We paid good money for our room. Must be run by a slumlord. Scummy treatment of guests. We visited on business and most of my energy went into getting basic services one would expect in any hotel and we paid more than over 95% of the people staying there.
Comment from Hotel Management
Aug 9, 2017 by HT, Hotel Management
We deeply apologize for the unpleasant experience you had during the power outage. Even though it was not caused by us, we worked hard to make all our guests feel as comfortable as possible during that time until everything was restored to normal. You are important to us and we hope you will give us another chance in the future to turn your experience around.
4 out of 5
Recommended
for Everyone
by A verified traveler from Boston

Nice stay

Posted Jul 27, 2017
We had a lovely two night stay. The room was clean and comfortable. The pool is out of order but I don't swim do that wasn't an issue for me. Staff was accommodating and pleasant. I would stay here again without hesitation.
Comment from Hotel Management
Aug 9, 2017 by HT, Hotel Management
Thank you for your great review. Empire team is working hard to make our guests happy. Looking forward for your return
2 out of 5
by A verified traveler

Posted Jul 26, 2017
Pros: Nice location
Had to change rooms 3 times due to plumbing and air conditioning not working! Hotel told Expedia when I called to complain that they had upgraded my room, not true! I asked if my room was "superior" they told me yes!, in last room there was showe curtain so every time you take a shower you flood the bathroom! The pool is closed permanently! The pool was the reason I picked this hotel as I was traveling with children! When I asked the front desk they said that it was mentioned on the website! Not true! Yesterday the website showed beautifull pictures of pool and no mention of being closed
Comment from Hotel Management
Aug 9, 2017 by HT, Hotel Management
Nos disculpamos profundamente por no cumplir sus expectativas. Su opinión es valiosa para nosotros y todas tus preocupaciones se tratarán. Espero que nos dará otra oportunidad para demostrar que podemos ofrecer un excelente servicio...
3 out of 5
Recommended
for Everyone
by A verified traveler from Y.

B- stay

Posted Jul 25, 2017
While the room was small, that comes standard for most NYC hotels at this rate. The things that bothered me the most were the loud air conditioner and the not so clean bathroom! Overall, the stay was fine but not sure I would go back. Great area though and friendly staff.
Comment from Hotel Management
Aug 11, 2017 by HT, Hotel Management
We deeply apologize for not meeting your expectations. Your feedback is valuable to us and all your concerns will be addressed. Hope you will give us another chance to prove we can provide excellent service.
3 out of 5
Recommended
for Everyone
by A verified traveler

Pool was not available!

Posted Jul 24, 2017
If you're like me you booked this hotel because of the rare instance of having access to a pool in NYC at a reasonable price. we found out the pool was closed for maintenance during our entire stay. also, the elevator was not available to the fitness room so the staff needed to escort guests via the maintenance elevator - unacceptable. also the Staff was very rude and unwilling to offer any adjustments for the shortfalls. The location is absolutely fantastic so it was still a good stay but temper your expectations about the hotel and staff.
Comment from Hotel Management
Aug 9, 2017 by HT, Hotel Management
We deeply apologize for not meeting your expectations. Your feedback is valuable to us and all your concerns will be addressed. Hope you will give us another chance to prove we can provide excellent service.
2 out of 5
by A verified traveler

Very noisy room

Posted Jul 24, 2017
We were given a room overlooking the fan units which was incredibly noisy. Even with ear plugs the noise was too loud to sleep
Comment from Hotel Management
Aug 11, 2017 by HT, Hotel Management
We deeply apologize for not meeting your expectations. Your feedback is valuable to us and all your concerns will be addressed. Hope you will give us another chance to prove we can provide excellent service.
1 out of 5
by A verified traveler

Posted Jul 19, 2017
Bought a room with two double beds through Expedia. When we checked in they only had king rooms which is not sufficient for 4 people. Pool closed, which is why we stay there for the rooftop pool and bar. I asked for two king rooms they couldn't do that, was offered a king with a pullout couch at another hotel on east side. I've stayed at empire 10 times in the last 3 years and I will never again
Comment from Hotel Management
Aug 9, 2017 by HT, Hotel Management
We deeply apologize for not meeting your expectations. Your feedback is valuable to us and all your concerns will be addressed. Hope you will give us another chance to prove we can provide excellent service.