The Langham, New York, Fifth Avenue

While this is a nice hotel, it has the absolute worst customer service experience I have ever had - especially at a 5 star. I checked-in at the hotel coming from one of the 40 states requiring a waiver (I have stayed here 10+ times before COVID). I had the completed waiver form, negative COVID test w/in 24hrs and showed up directly after my flight. They would not allow me to check-in because my waiver form was listed as "pending". Note, you cannot fill out your waiver until 48 hrs before your trip. I dont know why mine said pending, but regardless I wouldn't have been able to cancel at that point as it was beyond cancellation. This trip was thousands of dollars and they sent me out of the hotel at 1am with nowhere to go as a single female. They wouldn't let me "quarantine" while waiting for my approval, nothing. I had to go find another hotel alone in the middle of the night. Interestingly, other hotels in NYC had NO issues checking me in with this documentation. Now this hotel is refusing a refund, even though the front desk worker told me I would be eligible for one. ABSURD. They are greedy, want your money, refuse to provide high-level service and are not worthy of their very high fees. This is off my list for my future NYC travel due to poor management and lack of transparency. They knew the state I was coming from in advance and gave NO indication that I would not be allowed in.

Loved it !!! They upgraded our suite when they found out we had gotten married ! 5 stars !

the best people and wonderful large rooms with every luxury you need.

This hotel is not a 5 star hotel. During the 3 night stay my room was never serviced once. The coffee machine in the room was not working. I called the front desk to have it fixed, but nobody ever came. Also, in one of the days of my stay, I requested the room to be cleaned multiple times and nobody ever came. I am never returning to this hotel. It does not have the facilities of a 5 star hotel. The curtain in one of the windows was not properly attached either. The door to the bathroom was extremely hard to open and close. It was a sliding door.

Unable to check in - doors locked - I’ve been on chat with Expedia customer service for over N hour and still nothing has been resolved.

In spite of COVID-19 restrictions, the skeleton crew was very, very friendly and helpful

Not normal. Hotel barely open but staff was terrific.

Great location. Amazing room and amazing staff.

Our stay was wonderful. The hotel was beautiful, staff friendly and helpful above and beyond. Room spacious and beautiful although mattress wasn’t to my personal liking. Would absolutely stay here again!

Loved my stay at the Langham. Received an upgrade to a suite upon arrival. Was able to check in early and to checkout late in order to accommodate my flight schedule. Love that I could open the windows in the room to sleep with fresh air coming in. Loved the view from the room of the iconic Chrysler building. Walked all over the city from this central location and felt very safe. Staff was always smiling, friendly, and worked to accommodate my needs. Only thing I did not like was the overpowering air freshener smell in the lobby. Highly recommend this chic stylish hotel. :)))) Great city break.