Randall's Island Park Tours

Penthouse Suite Not as Advertised! We booked the Penthouse Suite through Expedia for our wedding anniversary. Photos on both the hotel’s website and Expedia showed a private balcony with a table and chairs. This was the MAIN reason we booked, as outdoor space is rare in NYC. Upon arrival, we discovered the balcony had been completely removed and the door permanently sealed shut! It is incredibly deceptive and misleading for a hotel to continue advertising a Penthouse Suite with photos featuring a balcony that no longer exists. This is not a minor discrepancy in decor or furnishings, but a major feature that directly influenced our decision to pay a premium rate. Had we known, we absolutely would have booked elsewhere. Upon speaking to the front desk, their solution was to downgrade us to a smaller room with an outdoor patio, but without adjusting the price. Their response was, “But you have the outdoor patio.” Yes, but we paid for a 500 sq ft Penthouse Suite WITH a balcony, as shown on your website! I then contacted Expedia and remained on hold for over 30 minutes while their representative repeatedly attempted, unsuccessfully, to reach the hotel to discuss a resolution. Ultimately, Expedia provided a $75 credit, which we appreciated, but it hardly made up for the experience. I wish someone had shared this information in a review before we booked. I hope this helps another traveler avoid the same disappointment and book elsewhere.