Mountain Lake

Clean room. Comfortable bed and pillow. Nice shower.

I am extremely disappointed with my stay at Riu Plaza New York Times Square. We stayed in Room 2516, and on the morning of our checkout we realized we had accidentally left behind an Alo shopping bag that we had purchased the night before. We immediately notified the front desk after checking out. We are 100% certain the bag was left in the room because the only place we went after shopping was straight back to the hotel. The hotel later told us that “the housekeeper didn’t find anything.” Unfortunately, we find that very hard to believe. It is incredibly frustrating to know exactly where we left our belongings and then be told nothing was found. It left us feeling that our concerns were not taken seriously. To make matters worse, the room had a terrible smell from the moment we arrived, which made for an unpleasant first impression. Losing personal belongings is upsetting enough, but the lack of accountability and customer service made the experience even worse. We expected much better from a hotel of this reputation. I hope management investigates what happened and takes steps to ensure future guests don’t have the same experience.