"We stayed at Row NYC this past weekend, which happened to be their first day reopening. Unfortunately, the experience fell well below expectations due to a series of basic operational issues.
Check-in took over an hour because of IT system problems. When we finally reached the front desk, the hotel was unable to provide functioning room keys, and we had to be escorted to our room by staff.
Once inside, we found the room was not properly prepared: there were no pillows, no bath towels, no hangers in the closet, and even some loose wires left on the nightstand—likely from recent maintenance or installation work. We contacted the front desk, and while they did resolve the issues, it took another hour of our time.
The problems didn’t stop there. After initially fixing the key issue, it reoccurred the following evening. On our final morning, we were unable to take a shower due to a lack of hot water, which was another significant inconvenience.
To be fair, the hotel staff we interacted with were consistently kind, professional, and clearly doing their best under difficult circumstances. However, the overall experience suggests serious gaps in management and readiness—especially for a reopening.
Given the number of fundamental issues, I cannot recommend staying here until these operational problems are fully addressed."
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