I am SHOCKED, I tell you SHOCKED that things didn’t run smoothly on, what, the first night of operations.

Thanks for the report1

Opening nights at new hotels are often rough, but in this case, it is beyond teething problems. Let's be frank - three hours check in time and no hot water are not minor issues.
They are simply not ready to open - perhaps for another month or so.

Most hotels offer soft opening rates, in anticipate issues that most hotels will face. But not TWA hotel... they pretty much sell all their rooms at a premium price from day one.
I don't know if the management is just over-optimistic or they are run by folks, who have never open a new hotel.

I have an one night stay in mid-June and have already used resy to book dinner. I expect the worst now but my only demand is that they will honor my runway view room, since I pay that rate.

Carfield

Thank you for taking the time to share your report! I am sorry to say I had almost exactly the same experience as you - including runway view room not honored, and a long wait at check in. The room I was allocated had many issues (non working TV , broken lights etc). I felt completely ripped off by the hotel and the staff were frankly awful to deal with. They behaved as though I should somehow be grateful to be staying there, instead of apologizing and making amends for the woeful state of the operation. They simply don't deserve the business... It's the first and last time I'll be staying with them.

Hey Carfield,

let's just stay optimistic, hopefully your stay will be a success. In case there would be a problem with the rooms with the runway view, I recommend you ask for a room with the view of the Flight centre, it must be the second best view they offer. When you are done, get back to us here, I am curious to know how it went.

They have runway view rooms available if you book that type. The issue seems to be suites with runway views

What a terrible way to open a new hotel.

Their marketing has been superb with announcements from Jean Georges restaurant, Shinola shop and even the Made In the USA pencils they commissioned for the hotel.

Expectations were elevated and they let you down badly.

I had given some thought to booking a room later this year but might just have a drink and a look around for the architecture if that's their ongoing level of service.

Hi everyone,
I though I would share with you an update. I sent the TWA Hotel a complaint letter detailing what went wrong and also added a few suggestions and tips based on my stay. 2 days later I got a reply where a customer care employee was deeply sorry for what had happened and she offered a full 100% refund of my stay and a comp voucher for my next stay. I got the money a few days later. Personally I think this is a step to the right direction, the fact that they own up to their errors and try to rectify them puts back confidence in me to stay there in the future.

At least they're willing to own up to and pay for their mistakes, even if it required a letter on your part. Better late than never. Thanks for reporting back.

Thank you for this terrific report, Dom. I am going back to the old TWA Terminal days and I remember all of this vividly. Thanks again!

I flew via TWA in that terminal and of course, have nostalgic memories of a more gracious travels. We all know how things have deteriorated, and why.

I would add a general comment about reservations at new hospitality venues, be they restaurants, attractions or hotels. Don't expect your experience to be seamless perfection. As a more mature customer and patron, I've seen it all. Of course employees should be adequately trained and prepared. Of course, customers have a right to honesty and consideration. Of course the venue's promotional enticements should be accurate. Of course customers have a right to expect their concerns and issues are addressed properly. But in the real world, there will be disappointments and problems during soft openings.

Dom, I'm surprised at your naivety as you seem well traveled. Lesson learned? I'm pleased to read that the hotel responded to your communication and offered compensation. That's another lesson for patrons and guests. If a hotel doesn't perform as promised, let management know. Desk clerks are not usually motivated [or able] to make things right. Always insist on speaking to management.

I was there a week ago. Major issues, minor issues, but overall on track to be a decent hotel. Due to the major issues I asked for a manager to call me while at hotel. They apologized and also offered a full refund and voucher for a future one night stay.

I think they made a mistake opening this soon. Even a couple of weeks would've done wonders.

The US has no requirement like other countries do to have window shades open.