The Merchant Hotel Lower East Side

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Not worth the money spent, the front desk girl was rude and sat on her phone every time I came back into the hotel. The elevator broke, my mobile room key stopped working, and the hotel offered zero apologies/accommodations. For a hotel charging thousands of dollars for 3 nights you’d think they’d offer something but they did not. Won’t be back!

this hotel staff is very rude specially the lady on reception! I stayed in this hotel for one night and by mistake I forgot my shirts in closet . Am calling to receptionist from last 3 days and the receptionist not responding sometimes she put me on hold . Sometimes she never answer my call ! Am fed up with staff! Don’t stay there ! They have very bad service!

The location is great, the aesthetic is visually pleasing, and the room was tidy, and just big enough. I stayed in the king suite with a balcony. The things I did not like about the hotel was that you had to check in online even when standing in front of the receptionist. Another thing is their digital key can only be access to via a text link you will get after checking in. Which takes about 10 to 15 seconds to unlock your door. I would definitely stay here again, but I just wish some of their processes were different.

Not returning

I stayed here with my family of 4 in a room with 2 beds from Tuesday - Saturday. The corner view on the 8th floor was very nice. The coffee shop and restaurant, both located on the ground floor of the hotel, were great. The LES location was excellent; near two subway stops. The view from the rooftop bar was excellent. I did have a few poor experiences. First, the elevator was not operating for one day for roughly 12 hours. So, we had to climb steps to the 8th floor a few times. Next, the hotel doesn't issue physical keys nor keycards. Instead you're given a digital key via their web app on your smartphone. It failed to work a few times and I ended up needing a code to type into the key pad. The code also didn't work. When I called the front desk their phones were out. So I had to walk down 8 flights to speak to a person who walked back up 8 flights to key me into the room. Once I contacted the front desk to request fresh towels and I was told I had to come to the lobby to get them -- they either wouldn't or couldn't deliver them, which I just thought was weird. All of these negative experiences happened within a few hours on one of my four days as a guest. The staff was nice, but I never really saw anybody who seemed like they were the manager nor "in charge". In spite of all this I actually really liked this hotel.

Estuvimos 2 días sin ascensor ni Internet. Todos los días subíamos y bajábamos 6 pisos por escalera. Nos dijeron que era pro un problema de energía de la zona pero el resto de establecimientos estaban operando normal. Considero que deberíamos recibir un voucher para compensar los problemas de servicio

A lovely hotel - but the main negative was the air conditioning which simply didn’t work. They have a modernised green AC system which unfortunately means the hotel’s rooms are very hot and their ac can’t cope. They don’t let you set the ac low enough and the rooms are uncomfortably warm. So don’t stay in high summer its seriously not pleasant.

Great stay! Will be visiting again. Clean, good location, friendly staff.

Great stay! Rooms were clean and food was good. Staff helpful.

This hotel was a lovely surprise, quiet, roomy and nicely designed. The rooms are very spacious for NYC, plus we had a great view. The staff were friendly and helpful too. It provided exactly what we needed for a family weekend trip.