“Housekeeping disposed our items, upon reporting the issue and receiving assurance that the matter will be dealt with, there was no follow up within the stated time frame. We had to send multiple chasers over the next 3 months. When we finally received a reply, the insurance representative insulted us by saying that our item has no value and even insinuated that our items are counterfeits. It has been a year and still no resolution nor service recovery!”

“Everything from the customer service to the room were fantastic. I really wanted to give it a 5, but there were a few things with the room. I stayed in the Wellness Suite and I was expecting it to be a little cleaner for being one of the newest suites in Andaz. There were stains on the carpet & curtains, as well as burn marks in the carpet. Small things like doors not being able to line up & close properly, light fixtures not working/flickering, and this last one is a nit pick but I would love it if they added another Bose system for the living area. Only one Bose in the bedroom is a little difficult to hear if you are hanging out in the living area. Otherwise, the wellness suite is a fantastic suite option for the price I think. You get wonderful sweeping views of the Library and the surrounding skyline. The automatic shades are perfect for bed time or if you just want a little more privacy. The automatic toilet is hilarious but honestly great and I chuckled every time I walked in and saw it flip up and start cleaning itself. The toilet is actually amazing though with the heated seat and bidet - 10/10. The bathroom in general is just awesome. It has a fantastic dark design with a soaking tub that can easily fit two people, a walk in shower with a rainfall head AND a second shower head to give you two different angles of attack when getting clean. I didn't even realize this until I was checking out but there are in fact doors to the toilet/shower area that you can close for privacy when using the toilet. Overall I think the Andaz Wellness Suite is a fantastic option for the price in an extremely convenient location being only a ~5-10 minute walk from Grand Central. The front desk attendants are extremely friendly and willing to accommodate you which is always appreciated. I didn't get a chance to go down to the bar or restaurant but room service was great and quick as well. With a little TLC and some dedicated time spent deep cleaning the room, I do think this could be a true 5 star experience in a '4 star' hotel. This is the first hotel I have actually been excited to stay at again and I am looking forward to my next stay.”