I was not alone
I have the same experience as previous posters: liked the room, hated the service. Its on the smaller size but when in NYC, i dont expect more...
Good service, especially during the reservation, can really make or break the relationship between a client and the hotel.
IMO they should outsource their booking service after hours to a professional call center (some of them are not that bad and its not the most complicated task to accomplish) instead of forwarding to the front desk.
Large hotel chains has been doing it for years and it proven to be more efficient than having the very busy front desk handle those calls