We had the worst time at Virgin Hotel NYC. The standard could barely compare to a 3-star hotel and we are wondering how it can even be classified as a 5-star.
First of all, the room was not clean (hair, dust, stains). We had to ask to change the bathrobes in the room FOUR times before they could bring some without any dirty yellow stains on (see picture).
Also, water pressure in the shower was very bad and overall the bathroom was damaged in certain areas (as if there had been a leak).
We also had to ask more than three times (each time) to have our room cleaned only to find at some point that our room was not serviced when we got back from our day walking around NYC.
When ordering room service one night, the tray was left in front of our room door, on the floor, without any knock on the door. Also we had asked for multiple cutlery which were not there. In total, the waiter had to come back three times to complete our order correctly.
Generally, it clearly seems that there is a strong lack of inspiring leadership at this hotel and employees do not seem happy to be working there, which can be definitely felt in the service received.
The only plus sides of this hotel in the end were its central location, its relatively nice views and its affordable price. The luggage employees were also very helpful. However, if you are looking for a 5-star service, this is definitely not the place to go. We for sure will never book any Virgin Hotel again in the future.