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Sanctuary Hotel New York, New York

132 West 47th Street, 10036, New York, United States - See on a map
Sanctuary Hotel New York - Sanctuary Hotel New York The Sanctuary Hotel New York is ideally located in the center of New York. Come and experience our hotel near the major tourist attractions. Best price guaranteed and exclusive deals.

Winner of the International Hotel of the Year 2011 at the European Hospitality Awards, Sanctuary Hotel New York is located in the heart of the theater district on 47th between 6th and 7th Avenue. Our discrete luxury lifestyle hotel offers personalized service and stylish accommodations steps away from Times Square. Each of the 111 luxurious rooms is decorated with a rich warm palette that includes deep orange, chocolate brown and cognac. Oversized leather headboards compliment the luxurious Frette sheets, duvets and terry, while crystal chandeliers add a touch of glamour. An overall ambiance created that is both inviting and warm - which adds to the sophisticated design of The Sanctuary Hotel New York accommodations. Standard amenities include complimentary continental breakfast, Wi-Fi and daily gym passes to Equinox gym. Sanctuary Hotel New York opened in the fall of 2011 and has since launched two exciting venues. Haven Rooftop features an innovative cocktail menu utilizing fresh juices and garnishes to quench any thirst. Chef Madison Belem has created a French-inspired menu which includes dishes such as Tuna Tower, Nicoise Salad, Crab and Avocado Palette, and his signature Poulet Cajun. Along with stunning city views and lush greenery - complemented by custom-built cedar wood furnishing, Haven Rooftop is an experience to remember. Our newest addition, Tender Restaurant, is an exciting new take on American cuisine, the perfect pairing of mouth-watering steak and exceptional sushi brings a blend of robust flavors to your senses. Hosting a metropolitan crowd, Tender serves artisanal libations and unique-fusion cuisine. Both venues can accommodate large scale events, intimate gatherings, and corporate functions. Sanctuary Hotel New York has quickly become one of New York's most sought after boutique hotel due to its exceptional European-style service, prime city center location, along with sophisticated and stylish accommodations.

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Sanctuary Hotel New York

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Hotel advantages

  • Restaurant
    Restaurant
  • Complimentary continental breakfast
    Complimentary continental breakfast
  • Air conditioning
    Air conditioning
  • Lounges/bars
    Lounges/bars
  • 24-hour front desk
    24-hour front desk
  • Safe deposit box
    Safe deposit box
  • Multilingual staff
    Multilingual staff
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Guest reviews

In partnership with tripadvisor fr
Travelers Choice 2021
 
based on 4692 guest reviews
NOTE ISSUED
Excellent
2947
Very Good
1263
Average
334
Poor
100
Terrible
48
REFER TO NOTICE
Business Business
455
Couples Couples
2377
Family Family
761
Friends getaway Friends getaway
424
Solo travel Solo travel
167
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"Great location, tired property"

3
lizard165, Yorkshire 02/05/2022

Great location if you want to be near Times Square. Fixtures and fittings are tires and dated. The bed was really comfortable if not I feel we would have been looking to find another hotel. Our room was more like a modular room as there was only a curtain separating the bedroom from the shower/sink area. Not much chance of someone sleeping while you had a shower. First impressions were great as you were welcomed by door staff before you walked into the dim lit interior. More of a outdated look rather then boutique look.

"Excellent stay"

5
User 02/05/2022

Considering Times Square is very busy (especially now as the covid restrictions are being lifted) this is a perfect choice to be in the middle of everything yet have a peaceful and relaxing stay. The hotel has been renovated and up-to-date, the staff is one of the friendliest I've seen in a long time and the location is impeccable. The room is tiny, as they all tend to be in NYC, but its design is optimal with pretty much everything you need for a comfortable stay. The only tiny thing I'd suggest would be is a coffee maker.:) They serve complimentary coffee in the lobby so that makes it up. The breakfast is included, which includes hot and cold drinks, pastries and eggs. Enough to start your day and spare some space for a delicious lunch somewhere else... Also their rooftop bar/restaurant is cute, albeit you can't really see a lot around as the surrounding buildings rise much higher. To sum it up: great staff, comfortable room (excellent mattress and pillows!) and perfect location.

"The Staff From the Sanctuary Hotel is a Great Help when New York streats are Blocked !"

5
User 01/05/2022

Excellent stay , room and brekfest included, but the Best thing Ever: today the City was blocked because of the Marathon and the Hotel Staff ( two people at least ) helped us to find our way to the taxi impossible to approach .. gave us all constructive informations .. where to go .. carried our luggage trough New York .. and found a way to get us a nice cab .. so We ´ ve made it and got on time to our expensive train with non-refundable tickets ! The Perfect Staff is what makes a Perfect Hotel when one finds himself in trouble !

"Great location and spacious rooms."

5
User 18/04/2022

We spent two nights at the Sanctuary Hotel and as previous reviews stated, staff was great, very friendly. The location is near Times Square and close proximity to restaurants and shopping. The suite room is fantastic. I would stay here again and would recommend to anyone looking in the area.

"Sight seeing"

3
User 13/04/2022

We paid for an upgraded room and it is spacious, clean and comfortable. Bed is huge and sheets are soft! However, it is very noisy at night and early in the morning with traffic and building works next door. We are disappointed there are no tea/coffee facilities in our room and have to go to the Lobby for refreshments. Breakfast is pleasant. Calm and adequate. Enough of what we want and good selection. This is a special 60th birthday treat so money we'll spent!

"Incredible hotel and staff"

5
sammyhammondtravels, Durban, South Africa 12/04/2022

We spent 3 nights at the Sanctuary Hotel. Staff were absolutely incredible… helpful, friendly, accommodating ! They went above and beyond to ensure our stay was perfect. The location is optimal - right by time square and in close proximity to basically everything. The only criticism would be the breakfast; it was a bit basic and choices were limited however we think this was due to covid and minimising infection risk? It would have also been nice to have a tea and coffee station in the room. Besides this, we will definitely be back to stay again and recommend this hotel to anyone travelling to New York

"Great experience, to be recommended..."

5
User 11/04/2022

Perfect location, staff exceptionally customer minded, nice room, clean well maintained room. quite atmosphere after a busy day in NY, water coffee and thee available at the reception, wonderful rooftop bar !!!

"Great little hotel!"

5
Current_times, Aiken, South Carolina 10/04/2022

We stayed at the Sanctuary in April 2022. We booked two king sized rooms with the City view. We loved it! It is interesting and quirky but really clean and very safe. The Long Acre Tavern next door was a great place to eat (we ate there three times) after a long day of exploring. The staff are really friendly and were always helpful to this stereotypical suburban family of four. We would stay there again.

"Just Average!"

3
roberta12, New Seabury, Massachusetts 09/04/2022

We had a four night stay at this hotel for our visit to NYC. Great location near Times Square if you are going to see Broadway Plays and shows which we did for all four nights. Staff was very kind and pleasant. Breakfast coffee and muffins were very good. Our room in the East wing was small with a very nice size bathroom with a great shower. Our view was a brick wall and fire escape. The CONS Hot water took about 5 minutes to get hot wasting gallons of water. Sushi Restaurant door kept on slamming shut and people talking very loudly outside made this room very unpleasant at times Lots of construction two doors down will happen for a long time. They are closing the street on 4/11 for large cranes. Next visit in NYC would find me in a hotel on the upper west side. Times Square is just not my thing.

"Excellent"

5
J1UK, Man 03/04/2022

Booked this last minute for 3 night stay with friend. Rooms spacious for New York & bathroom had the best shower. Free coffee at reception all day & a basic continental breakfast included. I would definitely stay her again, good location, clean rooms and helpful staff.

"First visit to NYC "

3
Haydn185, Lincoln, United Kingdom 02/04/2022

5 night stop to visit NYC. The hotel is in a very good location for Times Square. Reception door staff very friendly, room ok clean & tidy. Breakfast not, dont understand why hotels are not doing full breakfast instead of box! Staff not interested, not a warm.and friendly experience when you can go out and have a breakfast with full selection include plates and cutlery! What was a disappointment was simply lack of bar facilities. Bar restaurant at top hotel seemed nice but as guests of hotel you have to book in competition with casual visitor's. What was poor is no bar for guest, if you did use bar at 22:15 last orders bar closed 22:30 in the city that never sleeps. Might give hotel a break on breakfast if it is purely down to Covid and government rules but lack ob interest from staff cannot be excused. Nice location, front desk and door staff friedly and helpful with a warm greeting.

"Hidden gem"

5
DayTrip47856347464, Chatham, New Jersey 23/03/2022

Planning a special retreat for a mother and daughter worked beautifully thanks to the staff at the Sanctuary hotel NYC. Nothing was left to chance and Jimmy (general manger) was an absolute pleasure to work with. They were given the VIP treatment and the location was perfect for a visit to CBS studios.

"Above and beyond our expectations"

5
User 21/03/2022

The staff are amazing and very attentive, the hotel has very nice decor and clean rooms, conveniently situation for most attractions. Dont pay resort fees elsewhere when you can stay in this hidden gem.

"Lovely hotel"

5
Marcelka S, Lincolnshire, United Kingdom 21/03/2022

We've just arrived back after a 4 day stay at this hotel. It's just off Time Square, so quite central. On arrival staff were friendly and helpful. Lifts to all floors Room was clean with plenty of towels. Room was OK size for us for such a short visit. We were hardly in our room. Which were changed every day and shower gels, shampoos and conditioner. Breakfast was a box of goodies, as much tea, coffee or juice as you like. With being off time square you would think with a city that doesn't sleep you would get alot of noise. Not really didn't hear much the odd siren going past but that was it. In all nice place to stay, would we stay there again yes we would. Many thanks.

"Comfortable Clean friendly in the heart of NYC's Time Square district!"

5
User 18/03/2022

Sanctuary Hotel is in a great location, has a great staff and comfortable clean rooms. Just one block from Time Square with a roof top sushi restaurant with unique rolls this is a great boutique hotel for business, Vaca, or theater district experience. I hope this hotel never changes because I plan on returning.

"Fantastic stay!"

5
User 17/03/2022

We have just arrived home this week from a 4 night stay at the Sanctuary Hotel. I can honestly say that this was hands down the best hotel experience I have had compared to other trips to NYC. From start to finish the staff were friendly & helpful. We had 2 rooms booked, a double for 2 adults and a ‘double, double' for 1adult & 2 x 14 year olds. The room for 2 adults was small, granted! But it had everything you need for a stay in Ny. Our family room was a great size with 2 big comfortable beds. Separate bathroom with double sink and double walk-in shower. We didn't have a great view really but at night there was no traffic noise at all which was fantastic! Room had air con/heating and we had good nights sleep each night. We had continental breakfast included every morning with coffee & water available 24 hours! The location of the hotel is also fantastic, 2 second walk to the end of the road and you're in Times Square! We had a fantastic break here, it was worth the 2 year wait through Covid to finally be able to enjoy our special birthday trips (my delayed 40th & my mums delayed 60th) I hope that one day we can return to enjoy all that the hotel offers again!!

"Excellent location. Excellent service."

5
AEFoster1977, St. Petersburg, Florida 14/03/2022

Rooms exactly as photo depicted. Room and hotel very clean. Staff were very friendly and helpful. The location can't be beat. Multiple subway lines easy to access. Others complained about construction noise but when the windows were closed you couldn't hear anything. Box breakfasts and coffee and tea available in lobby but you do have a fridge in your room. Really can't say enough good things. We will be back.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Amy F, I appreciate you taking the time to share your thoughts with us in reference to your recent stay with us! Our location is quite central and I am happy to hear you were able to take advantage of it! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"No hot water, dingy rooms"

2
sa6409, Providence, Rhode Island 14/03/2022

We stayed 2 nights at this hotel based on reviews, and will never stay here again. Two of the main purposes of a hotel are a nice bed to sleep in and a place to shower and get cleaned up. The second morning of our trip, the whole hotel had no hot water. My husband and I took freezing cold showers. The front desk was unapologetic when we let them know, and even seemed annoyed at us. The front desk and concierge employees were all apathetic, honestly, about everything- even just casual pleasant conversation. The only highlights of this hotel were the friendly doormen and the lovely waitress at the rooftop bar. Also note there is construction happening outside this building. You may find yourself in a room overlooking scaffolding strewn with empty soda bottles and other debris. We were there over a weekend, so thankfully did not experience any construction happening. Just be aware if you book during a work day.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear sa6409 Thank you kindly for taking the time to let us know about your time with us; it is truly a shame however that you found it to be so much to your distaste. On March 13th 2022, the entirety of 47th street seemingly lost access to hot water and unfortunately that included us. As a matter of fact, I myself was here at the desk, it is very likely you spoke to me directly. I can say that some Guests understood the situation was out of our control, and others were, understandably, frustrated and aggravated. I am sorry that you felt the interaction to be unapologetic, as you can imagine we fielded quite a few calls that morning, but that certainly is no excuse for a lack of decorum in service. Likewise, as difficult as I find it that the staff were as apathetic as you've stated, the many reviews here on staff can attest to that, I am truly sorry you were made to feel that way. I will say that I will be certain our door team is made aware of your positive comments about them and I thank you for that! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"Great theater district hotel!"

5
svtex, Los Angeles, California 11/03/2022

The Sanctuary is perfectly located near all the Broadway theaters. My room was clean, comfortable, and stylish - even came with a complimentary continental breakfast! Every staff member I encountered was friendly and helpful. I look forward to returning here on future NYC visits. Note: when I returned home, I realized I left some belongings in my room. The hotel staff graciously recovered them for me and shipped them to me. Terrific service!

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Svtex, It is appreciated greatly your taking the time to leave your feedback and I thank you for it. I am thrilled to read that you found your staff interactions so enjoyable, a not I will be certain to pass on! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"Family Vacation to NYC"

5
RazberryRose, Watauga, Texas 26/02/2022

I am blown away by the top-notch service we recieved at this hotel, best I've ever been treated by any hotel staff. They went above & beyond to help us regardless the question, big or small. Our flight was cancelled the day we checked out, we returned within an hour & they just smoothly checked us back into our rooms for 2 more days. Fantastic front desk staff. The hotel is really uniquely decorated, it has a somewhat elegant, Gothic feel to it, with dim lighting in the halls and lobby. I LOVED IT. The room we got was the larger deluxe King & the size was perfect for a 4 day stay. Great shower set-up, comfy bed, great mini fridge, nice & quiet room. Maybe a little more storage for clothes but that's miniscule. Superb location practically right in Times Square, close to EVERYTHING. Will definitely stay here when I return.

"Feb Break Get-a-way"

3
staceyp96, North Andover, Massachusetts 24/02/2022

We just wrapped up our 2 night stay at the Sanctuary Hotel. There are pros and cons to this hotel leading me to give it 3 stars, and although our stay was fine, with so many options I would choose a different hotel for our next visit. Pros: - good value - comfortable bed - nice staff - great location - restaurant - atmosphere Cons: - It was myself and 2 teen boys and the room was small (even for NY) and the bathroom even smaller - room itself seemed clean but stains on curtains and wall - included breakfast was grab and go and left a lot to be desired - lobby was well appointed esthetically, but lacked snacks, waters, etc

"Amazing Value and Location"

5
User 21/02/2022

I honestly do not understand the negative reviews about The Sanctuary. This is our 7th night here and we are beyond happy. Are the rooms small? Yes, but we got a king deluxe to add a bit more square footage, and also, you're right smack dab in Times Square, so you'll be out and about most of the time you're not sleeping. Plus, the beds here are among the most comfortable I've ever slept in away from home. The shower is fabulous. Though the hotel is close to a lot of action, it's quiet, aside from the occasional street noise, which you'll encounter throughout the city. The Haven Rooftop restaurant and bar is fabulous. We were here visiting friends from Philadelphia and all of us were exceedingly pleased with this clean, friendly, well-appointed hotel. Oh, and the staff members are attentive and helpful. We'll definitely return.

"TINY rooms but fine for the price"

4
Meeshmartin, San Jose, California 13/02/2022

Chose this based on reviews…the rooms are TINY- probably the smallest I've ever stayed in while in NYC- but that was fine since we were never in the room. The bed is comfortable and the room ample enough for a couple or single. There is no water in the room (even for purchase) and no water offered anywhere in the hotel- that was annoying. The staff is nice and the lobby cozy with a fireplace. Centrally located to subway and Times Square- east to get around and walk uptown or downtown.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Meeshmartin, Thank you so much for taking the time to reach out about your experience here at the Sanctuary and I am happy to hear it was mostly positive. At the moment our minibars are undergoing a complete revamp and as such all minbar items including beverages (re: water) are available at the front desk. You were quite clearly never told this given your comments and for that I do truly apologize. Coffee, tea, and water is available in our lobby 24 hours a day for our Guests to enjoy but bottle water is basic necessity; for this again, I am sorry. We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"Perfect location"

4
Dominika L, Jersey, United Kingdom 30/01/2022

This hotel has a nice intimate vibe to it and has perfect location, within meters you are in Times Square and it's great for walking everywhere - from hotel 20mins and you're in Madison Square Garden or from hotel 20mins in opposite direction you're in Central Park. We booked a standard room and have to admit, the room was on a small side. After NYC we were travelling to Canada to go skiing so we had a lot of luggage and it was tight. However I think they have bigger room options available for additional fee. Additionally there were no doors to the bathroom or wardrobe (they use curtains instead - my only wonder is how often they change/wash them), however rest assured, the WC has a sliding door! Whilst I didn't expect amazing views, one of our windows was overlooking cement wall and the other was looking into a another room's window. This is not something I'm used to (maybe it's a norm in NYC with all the skyscrapers) and this also meant that very little natural light would come into the room. As I was planning to be out and about doing things around NYC, it didn't bother me too much but something to bear in mind for others. Our room was right next to the steps to the Sushi lab/rooftop bar so it was quite loud in the evening with people coming and going. If you are a light sleeper make sure to let reception know on ahead of arrival/check-in. I can fall asleep to noise without a problem so didn't bother me and the bed and pillows were comfy so I was happy. All in all, not the best hotel I stayed in, it did the job considering I would leave early in the morning and come back late at night after all the activities/shows I had planned so literally just used it to sleep and shower in. For those wanting to walk around NYC, this hotel has perfect central location.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Dominika O, Thank you so much for taking the time to share your experience with us and I am happy to hear that overall it was a pleasant one. Our boutique rooms are uniquely appointed and situated, the peek-a-boo curtain can certainly be a surprise to Guests to be sure! This is part of the reason our room photographs are so detailed; we want to be able to provide Guests with the tools to do their research thoroughly. Part of the reason we specifically market our rooms for their bed type and not view is chiefly as you stated above, we are nine stories tall and surrounded by buildings on three sides, our view options are therefore extremely limited. I do hope that our staff was accommodating, something I did not see mentioned in your review, but again I thank you for taking the time to give us your thoughts. We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"Little boutique gym"

5
caew77, Hewlett, New York 28/01/2022

We loved the sanctuary! This boutique hotel has such a cool vibe and felt very intimate and private. Douglas at the door was amazing! Even brought us coffee in the morning! I understand that they recently finished some construction- and from what I could see they did an amazing job. Our king junior suite was gorgeous, spacious, and very clean! Great getaway for the weekend!

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Cesar caew77, I hope this finds you well and thank you so much for taking the time to leave us a review of your time with us. I will make certain Douglas is made aware of your comments, he is a staple here at the Door for us! On a more specific note, I am happy to hear you enjoyed the renovations we are doing and there is more to come! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"Walking to everything"

5
cesarc95, Conyers, Georgia 21/01/2022

This was a very pleasant surprise. I booked this hotel last minute and was blown away. It was very clean and the staff was amazing. I needed to upgrade to a double and it was not a problem. The room wasn't ready but we had to go see a show. The staff moved us. It was an amazing experience. This hotel is close to everything. Times Square is at the end of the block. Walk to all you broadway shows. This will b my go to NYC stay.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Cesar C, Sometimes those last minute options turn out for the best! Thank you so much for taking the time to let us know of your stay here and it goes without saying that I am happy to hear you enjoyed it! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"Christmas"

5
User 14/01/2022

Myself and My husband stayed here from 28th December till 7 th January, I loved every minute , room was lovely bed was so comfy. Pete from reception was super all reception staff very friendly and helpful. Hotel is just off times square in a great location we couldn't of stayed in a better place. I would definitely recommend staying here and who knows we will be here again. Thank you for making us welcome xx

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Angela F, Thank you truly for taking the time to speak of your time here at the Sanctuary and I am so glad that you enjoyed it! Of particular note, I will be certain Peter is made aware of your kind words, he is truly a wonderful part of our team! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"Stayed December 27-28...."

3
User 28/12/2021

We stayed here for one night in a two double bedded room. Here's the brief from our experience, I hope it helps you x ROOM Small but fairly comfortable. The beds are soft though. We faced the street and by 6am it was incredibly noisy with construction and many sirens. The rain shower was amazing however the bathroom is teeny. As in teeny. BREAKFAST Due to covid, breakfast is a box bought up to your room. We were a family of four and one child has severe allergies so Keith said he would enquire if we could have toast for our child instead of the pastry with nuts. Well we waited over our allocated breakfast time and didn't receive anything. We called and ten minutes later there was a knock and we found a bag had been left for us with only two breakfast boxes. And both boxes had items our son is allergic too so he had nothing he could eat. We gave up and left. Breakfast was a flop. PARKING At checkout you can ask for a discount coupon for parking. This is for sp plus parking. Please make sure you park at the correct parking so it accepts your coupon. You can call the hotel ahead to get the address for the correct place. LOCATION The location is ideal for Times Square. It is approx a ten minute or less walk depending on how fast you traipse. STAFF The staff we spoke with on the telephone (Jimmy and Krystal or Kristen (can't recall)) were lovely. At arrival we talked to Keith who was nice. The bellman who sorted us a taxi as we called for one yet going downstairs, it was not ordered... He was a nice man. The housekeeping were really sweet and cheery. There were a few staff who said hi but really weren't doing much but chatting amongst themselves. Evidently there's some communication training required between hotel staff as our taxi wasn't ordered and also two breakfasts didn't turn up at all and allergies were ignored completely. DECOR Dark and Gothic with some lovely statues and lighting. OVERALL I would not choose this hotel again as I felt it didn't have the finesse and attention a hotel should give its guests. I also felt uncomfortable that they don't seem to take allergies seriously. I prefer an airy and light environment and would pay more to be in a hotel that is more accurate in tending to its guests.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Sheila, Firstly, thank you kindly for taking the time to leave so lengthy and detailed a review of your time with us. Reviews like this truly allow us to see where exactly any shortcomings or improvements can be made though it is unfortunate your review was less than glowing. The health of our Guests, those with allergies and without, is absolutely paramount and it is shocking to me that so vital a detail was repeatedly missed. I will follow up with my Food and Beverage team to see exactly what happened with your particular requests and apologize that your family was effected by so crucial a detail. I am happy to hear you found myself and Krystal to be pleasant over the phone, but the pleasantries should have most definitely extended to when you were here! I will be certain to follow up with my staff in reference to the importance of recognizing Guest interaction opportunities. While it does little to help you now, feedback like yours has encouraged us to modify the way breakfast is served and operated. It is a shame however that your experience with breakfast was less than ideal. I understand that you have said you have no plans on staying with us again and given your frustrations I cannot say that I blame you. Having said that, I absolutely would like a chance to make up for your less than ideal stay and should you choose to entertain this idea in the future, please reach out to me directly at jimmy@sanctuaryhotelnyc.com and I will be certain to personally take care of you. James Valdez Guest Services Manager The Sanctuary Hotel

"Great Location for Broadway"

4
PaigeLO, Charleston, SC 21/12/2021

I had a nice stay at Sanctuary Hotel New York. The location was perfect for Broadway shows, as well as visiting Rockefeller Center. It's surprisingly quiet considering how close to all the action it is - I had no issues getting a full night of sleep each night. My queen room was, to be expected in NYC, tiny - but well furnished and cozy. There is a safe in the room. The full length mirror was hidden on the sliding door to the toilet. I made a reservation at Haven Rooftop 2 months in advance of my stay and was cancelled the week before check-in due to a private party. This was pretty frustrating considering how difficult it is to get last minute dinner reservations in NYC during the holiday season. I did get to check out Sushi by Bou, which was terrific. They feature a 12 course omakase in an intimate 8 person maximum restaurant. Get a reservation today! If there is a bar in the lobby of the hotel, it was not open during my stay, but that would have been nice. Breakfast was delivered to your door each morning. Hotel staff was courteous and helpful. I would recommend Sanctuary Hotel NY and would stay again.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear PaigeLO , Outside of the unfortunate misstep with your rooftop reservation, I am happy to hear you had a wonderful time with us. I apologize that you were put in a dining dilemma but happy you were able to enjoy Sushi by Bou! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I hope to see you again soon and as you know, please let me know if you require any assistance! James Valdez Guest Services Manager The Sanctuary Hotel

"Stylish Sanctuary"

4
arubaphil, Kinnelon, New Jersey 16/12/2021

On our annual holiday New York City trip my wife and I stayed at the Sanctuary Hotel for two nights. The Sanctuary is a boutique hotel with a rooftop bar and a sushi restaurant. It is conveniently located on West 47th street just steps from Times Square. We chose a king room that was very comfortable. The modern facilities include a large flat screen tv, wifi, a glass enclosed shower with a rain shower head and a hand held shower. A continental breakfast is also include. The hotel has an arrangement with a garage one block away for 50% off their regular rates. Staff was friendly and accommodating. The Sanctuary is a very good choice tor a NYC stay.

"Good location, very tiny room"

3
PatoColumbus, Chicago, Illinois 11/12/2021

Excellent location. Check in was slow - front desk woman clearly not excited to be there. Lobby area is small and because there were a lot of people around it was hard to hear what the receptionist was saying. Free coffee, tea and water in reception area. Room was tiny, open the door and you fall onto the bed. Shower and sink in the room - if you're traveling with someone you have no intimacy with , you'll become intimate whether you want it or not!! Shower was very good though. Toiletries ok, nice towel. Toilet was very, very tiny and toilet paper was like sand paper. Small hole in the wall to hang clothes. Safe available. Tiny desk. Bed was comfortable. Nice size HD TV. Room was quiet overall. Douglas, the bell boy, was very helpful when I need to solve an issue. They charge $25/day for “resort fee” (what a scam!) and you get breakfast delivered to your room in a paper bag. Poor quality - coffee or tea (no choice of juice), small yoghurt, small apple, a dry croissant, and a small muffin. And you have to call to set up delivery time ( but not breakfast before 7:30am!).

"Website misleading"

2
StephenCr0ss, Dublin, Ireland 19/11/2021

To be clear, there is no access to any gym contrary to what it says. There is no breakfast other than what you see in the attached photo. The work table in the room is unusable as the seat is simply too low. The place is grubby and not clean. There is really nothing open in the place. The shower is in the room. The toilet is tiny. I was checked in for 12 nights and left after 1.

"Horrible service"

2
ajt400, Andover, Massachusetts 11/11/2021

I was disappointed at this place to be honest . We paid little over $300 for one night and for the price the service was horrible . 1- they told us once we got here that the parking garage was closed and I have to go around and find another parking . In time square it took me 40 min to find another parking lot that I could leave the car over night. 2- we wanted to go to hotel restaurant and they told us they are closed to guest because of a company party 3- we asked for water they said they don't have water and if we want water we should go outside and buy water from a food truck. With the price they are charging I would go to another hotel .

"Comfortable, peaceful stay in Manhattan."

4
fueledbytravel, Atlanta, Georgia 09/11/2021

I stayed at the Sanctuary hotel this past weekend with my mother because we were finally seeing Hamilton: The Musical and we were very happy about it! I booked this hotel because the location was excellent! It was close to the theater district and Times Square. The reviews were good. Also I was interested in going to their rooftop restaurant. I checked in Friday, around 10 am. Upon coming in, I was told they had no rooms ready but to check around 1 pm. After waiting for about two hours, around noon, I asked at front desk if they had any rooms ready and the man there gave me the good news that there actually was a room available on the 6th floor. The room had a decent view since it's higher up. You can see the church next door and some of the street below. The room was small, the bathroom was small. It was tight at first but we got used to it and made it work. The counter space for the bathroom is really tight. There was only space for one towel to hang in the bathroom. The shower is right in the room and has a curtain instead of a door for privacy. The shower felt really good. I definitely enjoyed the shower a lot. The bed was also very comfortable. I thought the hotel was very quiet. I didn't hear people next to me or in the halls. I only heard the usual noise in the morning outside of the hotel from construction but that's normal for Manhattan. The staff was as accommodating as they could be. I really loved having the doormen there. I wish every hotel outside of New York had this. The front desk accommodated my requests as far as early check in. My only complaint was that I thought the free breakfast delivery thing to the room was kind of annoying and communication was a bit off. When I checked in, I was not told what time they would be delivering the food. I wasn't asked what my food restrictions/preferences were. Nothing. So the next day at 7 AM, I heard a knock for breakfast. Well, I wasn't ready to eat breakfast at 7 AM. I didn't even know they were coming at that time. They delivered coffee and orange juice. Neither my mom or I drink OJ in the morning. Also by the time I was ready to eat my breakfast, the coffee was cold of course. And there's no microwave in the room. So I had to call front desk and ask them to bring up the coffee and tea. I didn't want to feel like an inconvenience to them but it seemed kind of like I was. I would've rather made the coffee and tea myself. I wish they had some sort of bar downstairs to do that but I guess with Covid they don't allow it? Anyway, about 20 min later they did bring it up, which was nice of them. I tried to request with morning shift and night shift about bringing breakfast an hour later. Unfortunately with the time change on Sunday this weekend, housekeeping still brought it at 7 am. But the good news was that breakfast was delivered and the muffins were very good. The rooftop restaurants, Haven Restaurant and Sushi Lab, which are located at the top of their hotel, were fabulous! I had a nice time at both. The sushi was fantastic at sushi lab! Nice customer service too. Beautifully decorated. Haven was fun too. Same, beautifully decorated. I will also say that the Sanctuary hotel's lobby was nicely decorated. It was a dark, sensual vibe that I'm sure took a lot of time to complete for the developers. I enjoyed the different Buddhist statues throughout the hotel.

"Great location, cute room, could use some improvements"

3
ronanor, Haifa, Israel 05/11/2021

Cons: - Very noisy hall. There's a supply closet that was always being opened/closed and it made a lot of noise. - One elevator. - There were flies in the rooms (at least in the two rooms I stayed at). - A dirty curtain is the "door" to the bathroom area. - The bathroom area is rather small and not very comfortable. - The "free, delivered to your room" breakfast to-go arrived only once during my 4 nights stay. Also, asked for gluten free due to health requirements, received a lot of gluten. - On the 3rd day most of the towels were taken away by the house keeping, was left with only 1 large and 1 hand towel. - If you want a quiet room, you'll get one with a view to a building wall (which also means, a very dark room). Pros: - Good lighting inside the room (to make up for not receiving any light from outside). - Great mattress. The pillows are super soft (you decide if that's a pro/con). - Good A/C, but very noisy. - Clean and soft towels. - Really great location.

"Wonderful place to stay"

5
User 26/10/2021

As I write this review, I am currently laying in the most comfortable bed in the world located in the Sanctuary hotel NYC. Even before we entered the main entrance to the hotel, the gentleman at the front door helped us carry our heavy suitcases up the front stairs. The check in process was super quick and easy. Our room is lovely, clean, comfortable, and safe. The rain shower is incredible !!!!!! The staff is available, helpful, kind, and attentive. Although we only checked in a few hours ago, our stay here has been wonderful and such a pleasant experience. I will definitely be staying here again.

"So happy I found this place!"

5
User 21/10/2021

I randomly came across this cute boutique hotel and I'm so happy I did! The location is so central, rooms are updated clean and stylish. The staff is absolutely wonderful. I had trouble with my flight and they did everything they could so I could be more comfortable. Special thank you to Jimmy for helping me with my stay. Looking forward to staying here again.

"Beautiful, Clean Accommodating Great Staff!"

5
User 19/10/2021

I stayed at the Sanctuary this weekend and I was pleasantly surprised. Location- They are located right off of Times Square a perfect balance of not in the mix of the crowds and noise but easy to get to the crowds and noise. We heard no noise from our room and slept wonderfully. Staff- Front Desk staff were great and so was housekeeping. We actually had our room down graded due to overbooking from a wedding and the Manager was very accommodating and apologetic he allowed us to check in early/offered us late check out/ and got us some appetizers and drinks from their overly popular rooftop restaurant-the haven. We were very pleased with the level of customer service. Parking- you're given a voucher at checkout $40 over night parking for discounted parking which is about 2 blacks away. We had to self park which was fine because the bell hop took our bags upstairs so we would not have to carry through NYC streets. Cleanliness- The room was very clean updated and modern we loved the in shower room feature, although it was small we still felt like it was plenty room for 2 ppl. Overall it was an amazing stay and I will def return.

"Bad experience "

2
Dragan K, Belgrade, Serbia 27/09/2021

Room are very, very small. Window in the room I couldn't open, but if I could I'll have view to the brick wall one meter close with silly painting of palm, beach and boat. I had to switch air system, cause had bad allergy when it was on. No one came in the room to change sheets, refill cosmetic, change towels four days. Finally after my second request someone was in the room and just change towels, without refilling shampoo and shower gel, and soap disappeared. Never again.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Dragan K, I thank you for taking the time to let us know of your experience here at the Sanctuary and it saddens me that your impressions were far less than ideal. It troubles me that your stay seem to fail on just about every level possible; from your room, to the air con, to housekeeping service. I would like to speak to you directly about your experiences here and to receive the details in specific regard to Housekeeping as our attendants service every occupied room, every day. I can be reached directly at jimmy@sanctuaryhotelnyc.com. We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. I apologize once again you were disappointed with your time with us and look forward to speaking to you soon. James Valdez Guest Services Manager The Sanctuary Hotel

"Fabulous service, decor and location"

5
janice210652, Toronto, Canada 16/09/2021

This was not our first visit to Sanctuary, but the last time was five years previous so I wondered how it would be, particularly during Covid.. From the moment we arrived right up to departure, I cannot think of anything to criticize about this hotel. It must be said that Jimmy, the Concierge, is the heart and soul of Sanctuary and the staff makes every effort to live up to his standards. He even recognized us after so many years. Even though it is undergoing renovation and therefore does not have a restaurant, at a time chosen by us, a 'breakfast box' arrived. In each box was coffee, juice, yogurt, an apple and a croissant. Our very own continental breakfast without the line up Sanctuary is half way between Times Square and 6th Avenue. They must have special windows because we never heard any noise. One thing I would like to see is some seating in the reception/lobby area I have stayed hear with sister, and husband, and friend (all different visits :) ) It suits every occasion and I heartily recommend this centrally located well-designed hotel.

"Amazing service! Would absolutely recommend."

5
User 04/09/2021

I stayed here for a long weekend last month, and it was a wonderful hotel! The staff was incredibly friendly and accommodating—especially Van! Van went out of their way to bring a new mini fridge to our room when ours stopped working. Great location as well! I expected there to be a lot of street noise give the proximity to Times Square, but to my surprise, the room was very quiet! Will absolutely be staying here next time I am in NYC.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Braden R, Thank you very much indeed for taking the time to let us know how pleased you were with your stay! I will, of course, make absolutely certain that Van is made aware of your comments and commended for them. We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"Stay Away from This Hotel"

2
Bethenny G, Boston, Massachusetts 26/08/2021

The hotel is entirely very stuffy and dark. I've booked a trip for my family of 3 and our window was facing a large brick wall. I've asked for a allergen-free room as my child has specific allergies. Selection of rooms is entirely arbitrary and left up to the check in registrant's own accord. The staff were somewhat accommodating, however they did not change our room. Parts of the hotel are not regularly sanitized. The manager Andrew C. was not accommodating neither. Would not entertain this facility for my next visit.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Bethenny G, I would like to thank you for taking the time to provide feedback in reference to your time here, though I of course apologize greatly that you found it to be so disappointing. I can assure you that the health and safety of our Guests is of paramount concern and if ever we are asked that a room be hypoallergenic, the room in question is assigned the same morning. As you can imagine the implications of us not selecting a specific room for Guests who have allergens could be disastrous. I would like to speak with you personally in regards to your time here and what exact areas you found to be under sanitized as well as the interaction with Andrew. I can be reached at jimmy@sanctuaryhotelnyc.com or 212-234-7000. I look forward to hearing from you and apologize once more for your frustrations. James Valdez Guest Services Manager The Sanctuary Hotel

"Stay away from this hotel"

2
Krishnan K, Atlanta, Georgia 22/08/2021

This hotel was Dispirited. Worst Hotel / Room. Stuffy, darkness in the entire hotel, Our window was facing a aged brick wall & waste of money. They gave us the room at the backside of the hotel I believe that is the worst area of this hotel. I feel they assign the rooms to the customers based on their own criteria.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Krishnan K, I would like to thank you for taking the time to provide feedback in reference to your time here, though of course I would have preferred it to be more positive. It saddens me greatly that you were so unsatisfied with the hotel and would like to address your concerns without invalidating your frustrations. We are a nine story hotel that is surrounded on the three sides by buildings. Because of this, we never sell our rooms based on view, it would be irresponsible to do so. The only room types that have a guaranteed view of the street are our Deluxe King Rooms and even then, these rooms are booked by their bedding and not view. Having said that, if a Guest is uncomfortable with a particular room they are in, view or otherwise, we do our very best to find a room that they will be more at home in. To do this however we must be informed there is an issue or concern, we ask to be given a chance to right any frustrations our Guests have. If you were assigned to a room towards the backside of the hotel, it was likely due to that area being the quietest in the building! All that aside, I apologize greatly that your experience with us was so disappointing and would in fact like to speak to you further in reference to your concerns listed here. I can be reached directly @ jimmy@sanctuaryhotelnyc.com. Thank you again for taking the time to give us your feedback and truly hope we will be fortunate enough in the future to have you stay with us again. James Valdez Guest Services Manager The Sanctuary Hotel

"Great location"

5
User 19/08/2021

Stayed in one of the smaller rooms with no view that people have been complaining about (700).. I loved it! It was comfortable and cozy for two.. the room was quite and could be blacked out easily.. great for people with light and noise sensitivity.. staff is great! They are aware of your coming and going without being intrusive

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Lela L, I would like to thank you, truly, for taking the time to review our property and offer feedback. Despite being in the middle of the hustle and bustle of Times Square, we do our very best to make the noise of the world melt away when Guests arrive here at hotel. We are a Sanctuary after all! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"Awsome place,Great location"

5
johnbK9054BI, Rochester, New York 14/08/2021

A big shout out to the manager Andrew who made my stay extra special. His service was above and beyond! From the front door guy to the front desk as well. Thsnk you to all of your staff who knows how to treat guest! I never had a better exoerience with a Hotel manager like Andrew!

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear John b, Thank you so much for taking the time to provide feedback for your time with us and I will be absolutely certain that Andrew is informed of your glowing compliments! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"Home Away From Home in Bustling Times Square"

5
User 07/08/2021

Outstanding hospitality. Van, Jimmy and Liam made us feel like we were part of the Sanctuary family. That's hard to find in bustling Times Square. If you want to feel like just a number go to those big chains. If you want to feel honored as a guest go to Sanctuary. Any request made was promptly met with a smile and courteousness. Thank you Sanctuary Team! Covid did make things a little less traditional: breakfast to rooms was just okay and daily cleaning of rooms didn't happen automatically. But I for one appreciate the times and totally understand and everyone else should as well. For those saying the rooms are small I recommend getting a Deluxe Room. It's plenty big. The beds and bedding were soooooooo comfy. Is there street noise: yup. You're in Times Square. People don't go to Times Square for peace and tranquility (Sanctuary Hotel will give you some though!). I highly recommend Sanctuary if you want a more personalized experience and want to feel appreciated as a guest. You will not be disappointed .We can't wait to go back in the future to enjoy the full experience of what Sanctuary has to offer. Please support smaller hotels instead of big corporate hotels.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Tina S, Thank you for taking the time to give feedback in reference to your time with us and I am thrilled to hear your time with us was so enjoyable! I will be certain Liam and Van are made aware of your comments as well! I appreciate greatly you taking the time to be so detailed with your comments and that our Service Standard of making our Guests feel like they matter and like family. We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"STAY FAR AWAY"

1
User 27/07/2021

I lost my wallet prior to my arrival in NYC. The doorman was checking i.ds at the door like this was some exclusive high line hotel. I got past ‘security' and made it to the desk to check in and got denied access to my pre paid room. I explained to Carlos and Quanisha that I had lost my wallet and needed to stay because I didn't have many more options!! I pulled up my id on my phone and also a photo of my credit card and got denied access to my stay. They said they would refund me my money and still haven't gotten a credit back to my account. Look my wife and I have stayed at 5-6 star hotels in various parts of the world and this by far is the trashiest, most unprofessional service/treatment we have ever experienced. My wife and I went to the Arthouse hotel and got accommodated with me showing the same credentials on my phone (id and cc) with no issues. Arthouse went over the top to soothe me over and make us feel at home. I wouldn't recommend this hotel to my worst enemy!!! STAY AWAY!!

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear aldog723, Thank you for taking the time to give us feedback for your time with us and I apologize greatly for the lateness of this reply. It is my unfortunate duty however to have to remind you of what exactly happened during your time at our property. When you arrived at the hotel you did not have a physical credit card or photo identification. Whilst some hotels might find that accepting such delicate details via photograph alone to be sufficient security, we at the Sanctuary keep our Guest's privacy/security a top concern, and as such do not; however that is not where the real issue of your time with us lies. The agent you spoke with, Juan, did his very best in explaining the situation to you and was willing to do everything in his ability to assist you but this ended when you decided to name him "Carlos". Repeatedly. Despite Juan making it quite clear that was not his name, you decided it was appropriate to propagate this racial stereotype. You then went one step further and called another employee at the front desk "Quanisha" who up to this point had no interaction with you whatsoever. When one of our Doormen explained to you that the way you were acting was not appropriate, you decided to call him "Carlos" as well despite of course he being of no Hispanic descent whatsoever. It was at this point you were informed that due to the issues with your lack of physical identification and method of payment, as well as your unacceptable racist behavior, your reservation would not be honored. This upset you, understandably, and when you returned later with your wife, who was able to provide at the very least some physical credentials, you continued to call employees by the name of "Carlos" or "Quanisha" and it was moot at that point. I understand that when it was explained that the reservation would not be honored for your continued derogatory racial comments, you left with your wife in tears. There is nothing worse for a hotelier than to actively turn away Guests, who are the very reason we are here in the first place, but no person should have to suffer through repeated insults in the name of profit, racial or otherwise, wherever they work. The fact that you continue in your review to use the names "Carlos" and "Quinisha" goes to show that the right decision was made in refusing your booking. I am glad you were able to find alternate accommodations and do hope you enjoyed your time in New York City. James Valdez Guest Services Manager The Sanctuary Hotel

"OK, but hardly a 4-5 star hotel"

3
Bethany B, Maryland 25/07/2021

The hotel is "fine," but that is it. For the prices charged and website promising STAR service, I expected much more. The hotel is not offering housekeeping because of "COVID" but it's probably more of a staffing issue. Breakfast was supposed to be included, but I was not told that it had to be ordered in advance. So the next day I had no breakfast and was not even offered coffee or anything. For my second night, I was sure to place my order in advance. Coffee and juice were delivered to my door, but breakfast never arrived and no other alternative or solution was offered. NYC hotel rooms can be small, but this room is laughably tiny. Really, really small. The shower is open to the bedroom and essentially only 1 person can use the sink/bathroom/shower at one time. There is no lobby area or any area to wait until a room is ready. The restaurant and rooftop bar seem to be very popular and the doormen/BOUNCERS practically stopped me from going in to the hotel every time I returned until I showed them a room key. There were lines of people to get in to the hotel and it was very off putting to be questioned by the bellmen every time I arrived. There is a lot of construction around the hotel, which makes a lot of dust, but the noise cannot be heard from the room.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear Bethany B, Thank you for taking the time to give feedback in reference to your time with us though it needn't be said that I wish your stay had garnered more positive feelings. Upon check in, Guests are informed that servicing of the rooms (more specifically at the time of your stay) is modify slightly for COVID-19 precautions. Any and all sundries Guests require can be brought to the room at request. Of course since your stay full housekeeping service has resumed but I apologize that this was clearly not explained to a satisfactory level during your stay. Additionally I apologize that your breakfast experience was less than ideal. You are absolutely correct that an alternative solution or exception should have been offered to making certain you received your breakfast and I sad to hear it was not done so. I will be certain to follow up with my team about offering service solutions. I will also look into your experiences with the door staff. The team at the door's priority is Guest safety and security, making certain only patrons and Guests enter the premises. Having said that, Guest comfort and service standards absolutely are paramount to the overall experience and I am deeply troubled you were made to feel otherwise when walking into your own hotel! This will be investigated as well. We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"not as good as I expected"

3
Criny, New York City, New York 09/07/2021

To be fair I went in May, so the pandemic was still looming... however, I decided to spend a few days there, also to support the hotel and NYC's recovery. The room was quite dark since it faced the alley, but quiet, the carpet was dirty, it felt it hadnt been clean in ages. Breakfast was delivered to the room, but they forgot so i had to call the front desk, they only had coffee, some stale muffin and yougurt. A pity, I really went there to support the hotel and because of the good reviews in the past and also the nice pics. but there are better hotels in NYC at that price

"Overall a good experience. Not the quality I expected from the website/reviews/ratings."

3
User 13/06/2021

Overall it was a good stay but it wasn't quite what we were expecting. The parking was close (about a block and a half away) but there was no valet and we probably could have found cheaper parking on our own - though it would've been a little further. The directions they gave to the parking garage weren't valid after 2 because of closed off streets. Our bags, which were dropped off with the doorman to be taken up to our room, were sitting in the lobby when we returned about 15-20 minutes later. They informed us on check-in that breakfast was bagged and delivered to the room due to Covid and we needed to relay our preferences the night before. We did and requested it brought up at 8:30am. At 8:50 the next morning we called the front desk (with our personal cells because the phone in the room just gave us the busy signal whenever we tried to use it) and they said they'd tell the staff and have it brought up (no apology for being late or for not having us listed). At 9:00 I had to walk into the hallway and ask the lady who was delivering food to other rooms if we could also get food - she had no listing of our preference but was helpful and got us breakfast within another 5 minutes (croissant, somewhat dry muffin, cup of OJ, cup of coffee, yoplait yogurt and maybe an apple? We got one the second day but not the first and we didn't get spoons for the yogurt..). Breakfast was delivered 20 minutes after our requested time the following morning, but we didn't have to remind anyone so that was a step up. The rooftop bar, The Haven, was also a bit of a disappointment. The interior was great and the ambiance was as well. But there was pretty much no view and we had to make reservations for the bar (almost didn't get to go up) even though we were staying at the hotel (we were not told on check in that reservations were needed, only that it was available for us to go to). As far as the room goes, the bed was very comfortable and plush! We loved the comforter and pillows. The room was decorated nicely and had everything you would need (no microwave or fridge, but we didn't need one). Definitely oriented towards couples though (whichever as great for my husband and I). There was, unfortunately, construction on the Hotel's street so it was pretty noisy but that's no fault of theirs. Also, the location is great if you're looking to be right at Time's Square! Keep in mind though, being that close to Time's Square means there's lots of noise (yelling, honking, etc) late into the night. Overall we had a good stay, but the customer service and small details were lacking. Probably won't stay with them again.

"Superb stay and perfect location in NYC"

5
NicoGicque, Gustavia, St. Barthelemy 21/05/2021

I stayed 8 days at the Sanctuary Hotel and everything was perfect. The welcome of the team was very professional and the room very clean and overall the Location of the Hotel at 200 Metres of Time Square is the Most. The Haven restaurant on the roof top is very nice and the Sushi Lab excellent. I will go back for sure...

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear NicoGicque, It has been sometime since your reservation but I want to thank you for the review all the same and hope to see you again! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"1st time back"

5
troy l, Phoenix, Arizona 12/05/2021

We were able to return here after the year away. The hotel has been modified a lot due to New York restrictions and rules. However the staff was brilliant. Went out of their way to make our return great. The Haven is open up too and was better than I remember it. New York is no where close to being back again and some places are a bit of a waste land. I felt the staff here went above and beyond. Cannot recommend high enough.

"The Sanctuary Hotel was all that"

5
ddogmay, Union 02/04/2021

We expected a "Sanctuary" and we were not let down- The Cozy Queen Room WAS cozy, clean, efficient, and well designed- Everything was in perfect working order. We enjoyed our two night stay with them- We visited both roof top restaurants and both were welcoming and bright and clean- breakfast was included with our "Package" and it was modified to be "Room service" and was delivered on time and of good quality (we were expecting a continental type service but it was more than that) . C 19 Protocols were in place- Everything that was "changed" due to the C19 situation was painless, seamless, and well done. The location is absolutely perfect to Times Square and Central Park. we met the Hotel Manager- James- and he was Friendly, professional, caring, and accommodating- We will definitely return.

"Unimpressive"

2
User 26/03/2021

The staff at check in was very good. Other times the front desk was manned by indifferent staff. Felt like I was interrupting their personal conversations and phone use. Was told breakfast was included. No breakfast was provided At check out they tried to add a "destination fee". It was never disclosed until check out. I never stay at a hotel with any such nonsense junk fees. I felt like this stay was a shake down. No breakfast, extra charges. Tiny room. A curtain separates the bathroom

"Exactly what I expected...."

5
jersey2021, Jersey City, New Jersey 17/02/2021

The receptionist and waiter exceeded our expectations, I would definitely recommend this place and revisit. Next time I'm doing the suite and eating at the Havana restaurant again the pizza , steak was delicious.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York, responded to this review
Dear jersey2021, Wonderful to hear we exceeded your expectations both when it comes to accommodations and dining! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"Fanstastic Location"

5
Curious265314, New York City, New York 14/10/2020

My boyfriend and I spent the night here awhile ago and we couldn't be happier with our stay. The hotel feels very sexy so it was perfect for our little staycation. We're right next to Times Square so we got to be tourist in our city. The rooftop is gorgeous. We had the king suite overlooking the street with wall to wall windows. It was a great change and escape from our tiny Brooklyn apartment. Would highly recommend for a sexy night in NY:) Also shout out to the GM Jeremy Poon if he's still there. Amazing hospitality from the bellman to the front desk to the housekeeping team.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York Times Square, responded to this review
Dear Curious265314, It has been sometime since your reservation but I want to thank you for the review all the same and hope to see you again soon! I will make certain your compliments are given to Jeremy as he is now our V.P. of Operations! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"Great location, staff and everything else"

5
grant11955, Huntington, West Virginia 05/10/2020

I've been coming 7 years bc fam in parade. Wonderful place. We will have to skip this Thanksgiving because Covid and parade restriction. Will be back. Japanese restaurant and daily breakfast wonderful and convenient.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York Times Square, responded to this review
Dear grant11955, Whilst your stay was some time ago, it is nonetheless vital that Guests who enjoyed their time with us and took the effort to give us feedback be recognized and for that I truly thank you! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"Best Hotel ever!"

5
User 19/09/2020

I was here för a conference with Three colleagues in Dec. 2018 and they were very nice when we had a bad experience with intoxication. I will definitely live here again if I'm in NY! Very nice rooms that were renovated apartments were supernice.

"Would recommend"

4
Regine B, Brooklyn 01/07/2020

I truly enjoyed my two week stay. I was displaced due to Covid and the staff was very friendly and welcoming. The rooms were a little small for my liking however I loved the ambiance of the hotel. I would however recommend changing the curtains in the room as they were old and tacky. I enjoyed the complimentary breakfast and coffee every morning and the staff always helped me out to my vehicle. I would definitely stay here again.

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York Times Square, responded to this review
Dear Regine B, You might not remember me, given that you were always so busy coming in and out of the hotel, but I most certainly remember you and your time with us. Thank you for taking the time to write about your stay with us and it is my genuine hope that you come and visit us again once things go as back to normal as they can. We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"Great hotel "

5
Blue B, York, United Kingdom 02/04/2020

Fantastic location, great ambience, very helpful and polite staff, pretty decent breakfast. Room was lovely and well equipped. Rooftop bar drinks uninspiring but ok venue for a novelty drink. All in all we had a brilliant stay - cheers!

James Valdez, Guest Services / Front Office at Sanctuary Hotel New York Times Square, responded to this review
Dear Blue B, I realize that it might seem a bit presumptuous to respond so late to your review, given that the city is slowly coming back to life I thought it prudent that you know your feedback is thoroughly appreciated! I hope you and yours are doing well during this difficult time and hope to see you again soon! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"The Best Hotel I have stayed in , in New York ever"

5
Maggie H, Exeter, United Kingdom 25/03/2020

If you are looking for a hotel look no further , you will not be disappointed. All staff - to name a few Andrew (concierge) Jame and Liam (front desk) were extremely knowledgeable, helpful and very kind . Breakfast was a buffet style , it was clean the rooms are great and the bed so comfortable ! I can't rate this hotel high enough , it was so nice in every conceivable way . The doormen were also on hand to help and a stones throw from Times Square .

SanctuaryNewYork, Guest Services Manager at Sanctuary Hotel New York Times Square, responded to this review
Dear Maggie H, I cannot thank you enough for your kind words! I will be absolutely certain that the staff, from the door to the desk, are made aware of your feedback and I do truly hope to have you back with us soon! We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

"Do NOT park in their garage!"

4
Connecticut814, Greenwich, Connecticut 16/03/2020

We had a nice stay here! This hotel is located close to Times Square and we found it easily accessible. Pros: They offer guest free passes to NYSC about two blocks down - we found that to be a nice perk! The guest rooms were clean and the bed was pretty comfortable. We liked the decor and the complimentary breakfast was great! Cons: They told us to park at the 38W 46th street garage for a discounted rate of $40 -which is pretty good for NYC. We were leaving in the morning for JFK so when I checked in at this garage I asked how long it would take to get my car the next morning and I was told "2 minutes." Okay then. When we went there the next morning (keep in mind we have a flight leaving shortly) there was no one in line. There were FOUR employees there however. I walk up to the booth and the guy there just ignores me for a good three minutes while he is stapling papers and on the computer. Again, no one in line. When he finally graces me with acknowledging my presence, I told him I was picking up my car and we have a flight. From this point it took the TWENTY TWO minutes to retrieve my car. Four employees, no line and over twenty minutes to get one car. A couple arrived after me and got their car within five minutes. I have no idea what could have taken them this long but I asked for a manager and was given the brush off and told that the employees "don't usually work this location" so they didn't know where my car was. When they finally brought my car out, there was no apology, no explanation, nothing. While I understand this is not the fault of the hotel, they partner with this garage and we had to rush to JFK which caused a lot of stress to our morning and just made our flight. This is really inexcusable. If you are to stay at this hotel - park elsewhere. We were also woken at FOUR AM by guests in the next room SCREAMING fighting. IDK who thinks that is acceptable but if it lasted a few minutes longer I was going to have to call the front desk to ask them to come up. I kept hearing thud noises and was worried that someone was getting hurt. Not a great way to start the day as I couldn't get back to sleep but I suppose that is not the fault of the hotel

SanctuaryNewYork, Guest Services Manager at Sanctuary Hotel New York Times Square, responded to this review
Dear Connecticut814, I appreciate greatly your feedback and thank you for sharing your experience at the SP+ Parking Garage. Coincidentally, I spoke with you the day of your departure in reference to the garage, I remember it quite clearly! For what you experienced I do apologize but I feel I must reiterate a slight correction. The SP+ Parking Garage we are affiliated with is not run, operated, or owned by us. As an added amenity for our Guests, we do after a discounted rate of $40 per 24 hours (as opposed to $80.00) and most find this to be very accommodating. That being said, if w are telling our Guests to utilize the Garage, we should be confident that they will be given at minimum the base level of service we provide to our Guests. I spoke to the garage after our conversation and explained to them the way your experience was handled was completely and totally unacceptable. I once again apologize that you went through what you did. We strive to create unique, unforgettable experiences for our Guests and feedback such as yours allows us to grow and reflect on our service. If and when you plan to come to New York again, please reach out to me and we will be certain to take care of you once more and show you our commitment to service! James Valdez Guest Services Manager The Sanctuary Hotel

These reviews are the subjective opinions of individual travelers and not of TripAdvisor LLC nor of its partners.