I would have liked this stay had there been any semblance of guest service or care. Our room had no toiletries in terms of soap or shampoo. It did, but in pumps in the shower that didn’t work. Inform the front desk. Nothing is done about it. Our room temperature never cooled off. Set the thermostat for 65 degrees (the lowest it could go) and the room never got below 76 degrees. Tell the front desk about it. Nothing is resolved. At check I am asked “how was your stay”. So I inform them again about the issues and the woman behind the counter stares at me blankly and asks me “is there anything else?” A few days later I emailed the hotel via their website. It’s now been over a week since the email. I still have not received a response.

Great location and hotel amenities but little things like a clogged sink, no soap or shampoo in dispensers and bad mini blinds need a little attention to detail. Otherwise - a very good and pretty option in that part of Manhattan - nice overall facility and quality, cleanliness and serve - I will be staying there again next time

Pretty basic with a nice lobby. Overpriced. Not many other options out there at this price point though.

Cute, clean and great area near shopping and great bars and restaurants yet still quiet. Incredible rooftop views!

Great location

Lovely location about a 7 minute walk to soho and a 5 minute walk to the water front. Definitely my go to for NYC

The rooftop is fantastic; the gym by the basement is too small next to the dirty linen room; the smell was terrible The hotel decor is beautiful but right across the hotel is the main UPS warehouse for Manhattan and the noise starts right at 6 am. Overall, good place to stay

Had a great stay at hotel Hugo for my trip to nyc with my bed friend! Recommend and would stay at again!

New facility, clean, up to date fixture, nice staff. Rooftop bar

Bed had bugs in it and management brushed it off since they’re “near the water”. Soap bottles didn’t work as the pump is over used and not replaced. Window was full of caked on dust. Sun shade had blood splatter or God knows what on it. Pillows were all different sizes and shapes and awkward stuffing wrapped in random sheets, same for the bedding overall. And on the last night the safe just stopped working with valuables locked inside. Took management 2 hours to figure out how to get it open. Place felt very humid and just dirty. In my 10 years being a Platinum member I’ve never had a property tell me they couldn’t honor one benefit, until Hugo. After all of this they comped the resort fees $100 and offered breakfast (no thanks, keep it). Christopher, the “Director of Operations” was totally unphased that any of these things occurred and told us most of them were normal in fact. As a director he was highly unprofessional and extremely condescending highlighting that this property is not only unsanitary but very poorly managed. I’m filing a claim with American Express due to the bed bugs.

The large beds and rooms we had great. Very comfortable

We stayed on the second floor next to the linen closet. It was extremely noisy and a constant in and out. We love the hotel and location otherwise

The staff is friendly and accommodating. The area is fantastic. Highly recommend! I was the may and in August! Did not disappoint

In times of despair Hotel Hugo was there for us. We arrived in the middle of the night at Sheraton around 2 am after a terrible journey to hear that they couldn’t find our reservation, they oversold and didn't have any room availability. It was Lucas from the front desk at Hotel Hugo that helped us when we were stranded. I say it was a blessing in disguise that Sheraton messed up. Lucas was very kind, helpful, caring and reassuring. He received us with a warm smile and open arms. We even got a complimentary bottle of wine. We will never forget how he made us feel welcome and comfortable. It is a beautiful and classy hotel with amazing rooftop views. We made wonderful memories there.

Amazing!

The staff was friendly, but overall I would not stay at this hotel again. Our room was really beat up - all the sconces shades were broken off, so it was just bare light bulbs. The blinds were broken with the broken strings hanging down. Our towels had holes in them 1 of the days, the other days the towels all had stains on them. Two days the cleaning staff took all our towels and forgot to give us new towels, so we had to call the front desk to get additional towels. Overall, a pretty bad experience especially given the hotel is a 4-star hotel.

Everything very good

Good experience overall

First of all - the team at the hotel were really lovely! But I had a bunch of odd issues with the room that were always promptly addressed but were not necessarily fixable. I appreciated the adjustment on my bill when I departed! The lesson? When you are offered a different room? Accept!

Great stay with a clean and spacious room. Rooftop bar really added to the experience

This place is pretty gross. I wore my crocs in the shower because it was just dirty looking. It was super loud outside the room and we kept waking up with the noise. There is this $40 hotel fee and when I asked what it was for, the girl at the desk says it covers complimentary coffee and water and the hotel wifi…..that’s embarrassing considering I spent $500 and then I have to pay for “complimentary” water and wifi. I wouldn’t stay here again. It’s gross

Great location.

Excellent staff, great rooftop bar and views, awesome location.

Staff is super awesome. Rooms are really clean albeit tiny. The size of the room is perhaps a general trope across all hotels in the city, I guess. I have stayed here multiple times and will continue to do so. I don't know what the VIP perks were that I could have availed of. It would be good to be indicated of these perks so that one could leverage them.

Our stay was good, overall hotel was good but the housekeeping staff left our room open after cleaning. We arrived back to the hotel around midnight and just pushed our door open. Aside from that it was good but luckily nothing happened when our room was not locked

I had a wonderful stay. The staff was very friendly and helpful. I will stay again.

A cozy place close to all the best areas in the West Village.

Awesome hotel

room not ready, almost 2 hours past guaranteed 3 pm check in

Had some difficulty using the telephone to reach front desk. I could receive calls from front desk but could not make any outgoing to hotel staff/services.

Wonderful stay with helpful staff, clean rooms with good A/C, in a great walkable area - hoping to return soon!

Grear