Question for long time flyertalkers. Staying here for two nights due to flight cancellations. Paid stay with SUA upgrade. We were coming down to the lobby and my wife slipped and fell b/c there was spilled water right outside of the elevator w/o any signage. First, none of the staff (and there were two people manning the desk) came to help here as she was lying on the floor in the puddle. Only after some 30 seconds after I yelled at them they called for manager on duty and still nobody came to help my wife stand up. We went to sit down and asked for some ice and it took them like 10 minutes to get the ice. The manager acknowledged the .... up and apologized and offered to call the ambulance which would be such a misuse of resources. Although he also started saying that they sign was by the door at the opposite side of the room and when I called him out that that's ridiculous that he's trying to blame it on us he apologized again and acknowledged that it's their fault. Since it took them so long to organize ice we missed the opening hours of the urgent care by like 5 minutes so we'll go tomorrow to get the x-rays (no need for ER b/c this is clearly no life threatening and I don't feel like taking resources from people that actually might need them). The hand is badly bruised but hopefully not broken (perhaps cracked) but we will know this tomorrow. We also asked to speak to the GM tomorrow. What kind of recourse can we have with the hotel given the abhorrent behavior of front desk staff and actual negligence in terms of maintenance in the lobby that lead to an injury. Of course it could have ended much worse with e.g., open fracture or cracked skull b/c a flower stand with sharp edges was right next to where she fell. Thanks for your help.

As a side note the hotel has good location if you need to be in Midtown, the rooms are pretty nice, and the breakfast for globalists is good (one hot drink, one cold drink, and an entree) but we're still both shocked that nobody came to even offer help once she fell. That's like a basic human reaction that I thought everyone has.