Originally Posted by HaleiwaFlyer

Funny you say that. I took out a lot of specific details to not belabor the message on my initial posts. In detail: I tried to give PH NY ample opportunities to make it right, and their stance is tough luck and this is the way we want it to be, even though they know they had past complaints. First night, upon going to the room, something felt off on the room that I have received, as this was my first time here at PH NY. I had to look at my email confirmation of what suite I booked and the online photos, as I wanted to give my wife a view of the city outline at night. At first, I called to ask if I can get a higher floor. After seeing I had a confirmed City View Suite, I went back downstairs and asked if 1012 is a City View Suite, and perhaps a mistake has occurred during checkin. The front desk agent assured me the low level city view suites are city view suites, even if it doesn't match the online description or photos. No recovery effort at all.

I called the globalist line, and they recommended discussing this with the GM. I emailed the general concierge email and my concierge with no response even at this time. I went back to the front desk on the same night as check in, and asked if they can have the GM contact me when they are available, and they mentioned he/she is out for the weekend, and will be back Monday. On Saturday night, I proactively asked for the GM's email, and my email was responded on Sunday by the assistant director of operations. In summary, no change will occur, until discussed with management; and the issue is a well known complaint to them. They also know the blueprint is different at the lower levels, and admit to 3 rooms being such different floor plans, and are still considered the City View Suites (knowingly knowing a different floor plan exists for these rooms when compared to the online City View Suite floor plan). They have no plans to change the advertisement of those non City View Suite conforming layouts.

So if PH NY already knows this is an issue, does not even pre-warn that the room I received does not conform to the city view suites as advertise during check in, and hopes the guest don't complain; is not something the globalist team or consumer affairs will fix. This is an issue with management that allows such deceptive practices in the first place. I've been moving my spend to Mandarin Oriental, Four Seasons, and recently Aman over the past 1.5 years, and don't really care if I burn a bridge here.