2. We were visiting NY Dec 27-30 visiting our daughter and booked two roomsUnrequested upgrade was provided upon our arrivalFront desk,concierge and room service all provided thoughtful timely serviceRooms are very stylish- an original piece of work with all the goodies suppliedThe lobby is a veritable art gallery of original worksWe departed Dec 30 and missed the key debacle Will return as we had a very positive experience and believe that the key miscue is a one off event that I am convinced management will cure.