What makes us different:
"As a guest of Motel One for over 20 years with more than 1,000 overnight stays, I have always been extremely satisfied. However, what I experienced at The Cloud One in NYC was extremely disappointing. I had to change rooms three times: the first room had a broken air conditioning unit, the second room was not properly cleaned — there was a half-full coffee cup on the desk and a used towel on the floor. The gentleman at the reception in the evening confirmed that the AC was broken, yet he was visibly annoyed and very unfriendly. The rooms were not cleaned properly, and I found silverfish in the bathroom — a typical sign of dampness and mold. One evening, I returned to my room to find that my water bottle had been removed from the nightstand. I went to the front desk and asked for a replacement, as the cleaning staff must have accidentally taken it. The response I received was, “That’s not possible, but you can just buy a new bottle.” Only after a short discussion did the staff member hand me a new bottle — which, as a beOne member, I should have received for free anyway. The air conditioning in the third room also couldn’t be used, as it smelled heavily of mold. After raising a complaint with the hotel manager, his response was completely unacceptable. He told me he needed to check internally with his team and essentially implied that my claims — including the photos I provided — might not be legitimate or even taken at the hotel. It is incredibly disappointing to have such an experience in a standard room costing over $400 per night, and then receive a reaction like that. I’ve been to New York many times for both business and leisure, and I’ve stayed at a variety of hotels, so I can judge fairly well. Customer satisfaction seems to be a completely foreign concept to the management of The Cloud One NYC. As a side note, during my stay, I was not the only guest who complained – this was noticeable both at the reception and at the bar. My request for a partial refund was dismissed as completely excessive and inappropriate, with the implication that the hotel would only offer compensation if something on their end had actually been malfunctioning. That’s why I changed rooms three times, and I also took my photos elsewhere... in principle, I am being accused of lying."