Not worth the price

The price and star rating made me think I was getting a very nice hotel room. The downtown location is good, but it is still a number of blocks from restaurants or a subway. My room was smaller than I expected and was not cleaned well before my arrival-- no toiler paper and hairs in the sink. The towels belong in a motel, not this level of hotel. I did like the coffee shop on the first floor.

Luxury? I think not...

Awesome staff however the hotel falls short of luxury. Rooms only window faced the back of the building i.e. be prepared to stare at a wall. Showers every day we endured luke warm water. We had wake up super early or have a shower late at night just for a little bit of warm water. The towels are gross. They had holes in them. Really gross. Of all the places we have travelled in the US and the world this was the grossest place weve ever stayed in.

Last Minute

Booked a last minute room. Hotel was clean and up to date with a friendly staff.

Friendly & accommodating staff. Clean facilities and quiet!

Second time coming back to Hugo Hotel. This time was with my family. We enjoyed every bit of our stay and we look forward to being back again.

Great front desk

Very basic and small

Paid more than $1200 per night and reserved a room with a view but only got to see the alleyway. Shower gel dispenser pump in the shower was stuck. Room is very small and basic but was clean.

You can’t go wrong with the Hotel Hugo, rooms are quite tight but service is excellent.walking distance to high end shops and great restaurants.

I like that the hotel is clean ,quiet n convenient

Smooth checkin and staying experience. Rooms are a bit cost in size. Worked just fine for a few days stay.

Nice hotel in Soho

Room a little small but manageable

Clean. Room was small, but that is typical for the location. Well organized so that size was not too limiting. Everything worked, and the cleaning staff did a good job every day.

Brianna and Austin saved the day helping me secure a small area for a critical meeting on short notice. Staff and environment was top notch. Happy hour at Bar Hugo was a great way to start our nights my wife and I will be back to stay in the future I'm sure.

Overall meh

A lot of outlets didn’t work. It was 30 degrees outside upon my arrival and yet the air conditioning was on in my room. No blackout curtains on the windows. Overall meh.

Nice. Decent space.

This hotel is an absolute nightmare. I strongly urge you not to book your stay here. The staff is incredibly rude and completely unhelpful, showing zero hospitality. The rooms are filthy—there’s no cleaning service, the sinks and showers are clogged, and the locks on the doors don’t even work. The pillows are so cheap that they’re beyond description, and the amenities are utterly disappointing. The coffee is undrinkable, and the entire facility is in a state of disrepair, with no visible maintenance effort. To make matters worse, I was trapped in the elevator for over 15 minutes while it bounced erratically. The staff did absolutely nothing to help; I had to call 911 to get out. Even the doorman does nothing but stand around watching, refusing to assist. Do yourself a favor and avoid this place at all costs. There are far better options in the area where you can enjoy your stay and feel safe.

I loved the location of this property

This hotel has terrible customer service. I was charged $100 for a room upgrade that was supposed to be free due to being an Expedia Gold Member. When I called to get it straightened out, they claim it was because there was “limited availability” for an upgrade - which the receptionist never told me. I highly recommend finding a different Hotel to stay in if good customer service is high on your list.

close to tribeca

Affordable and nice

The hotel was two blocks away from an event I was attending. Excellent service and nice rooms at an affordable price for New York.

Nice stay small rooms

Rooms were very small, and not enough space to put clothes. Hotel and service very nice

Nice

Easy and larger room than usual for the village

great stay, great staff

Great location

The property was ok, room was small and limited view. It needed some maintenance. The hotel location was not convenient to the subway. The area didn’t have much to offer in terms of dinning, shopping or activities.

Perfect location!

Highly recommend!

Great experience! The staff were all very friendly and helpful. The room and bathroom were clean and nicely decorated. We stayed jn a deluxe double and there was ample space for two adults. The location is terrific- walked all over the place and close subway access, too. Don’t miss the rooftop for spectacular views- great drinks and service, too!

Loved the look and feel of the interior and exterior! Very elegant.

We didn’t have housekeeping on of the days after we requested it, it was my birthday and they didn’t with the small thing we requested such as a bottle of champagne the day for midnight. The towels were braking and smelled, the breakfast is a coffee shop that has no service. In the bathroom it doesn’t say if it’s shampoo, shower gel or conditioner because the bottles are very old

Awesome! Thanks you!

This property is strategically located near tons of must visit areas. A quick walk to the train station. Staff was very friendly and helpful. Roof top offers great views of the city.

I loved this hotel and will definitely be back! I loved the design and vibe of it, the rooms were great and roomier than I expected and the rooftop bar was epic!

the staff is amazing! we loved the rooftop! clean rooms. perfect location

A huge disappointment. We had stayed at the Hugo before Covid but the standard of the hotel has fallen dramatically. The hotel needs to be refurbished - all areas are shabby from the lift which looks like it should be used only for goods to the rooms where the cabinetry is delaminating. To make this worse, our room was not cleaned at all on two days out of three until we complained - even then the "cleaning" was cursory and no clean towels, coffee cups or refills were provided (until we called down to reception) We will not revisit I'm afaraid

Stayed one night. Dark, tiny room with a large window with a view of an exterior wall. AC didn’t work. Toilet seat was broken. Fridge didn’t work. Carpets are dirty throughout the building. 20 minutes in line to check in while one of the two clerks behind the desk did literally nothing. $400 for the room, $40 for “amenities” and $10 for a warm bottle of water from the desk. The room was quiet. Mediocre breakfast. Concierge got us a cab when we left but gave the driver the wrong name so we had to pull our stuff out of the cab and go looking for the concierge to tell the driver to take us. Amateurish and overpriced. Beware.

Nice central location. Rooftop bar a great spot with amazing views.

Great location. Hotel, below average. Parking is outdoors, 5 blocks away from the hotel. $50 per day - this includes the hotel discount. Indoor parking around the area is cheaper. We paid for courtyard view. We had 0 view. We were on the 2nd floor and it felt like we were in a dungeon.

Bad elevator situation

I didn't realize when booking that if you are there over a weekend, there is no separate elevator for the rooftop. So plan on waiting a long time to get up to your room

Beautiful decor. Very nice staff. Extremely comfy bed!

Small rooms, barely walk in it. Had some language problems with the staff just to get the room clean.

Great experience

If you like the quieter side of NYC this is a great location that is very walkable and allow access to all the main points in the city!

Our hot water didn’t work properly either cold or scalding. Our shampoo and body wash pumps didn’t work and were locked so we couldn’t get it out. We asked if we could have them fixed twice but they never did. We also had to ask to have the included housekeeping done as they just never came. Overall, the room seemed like it wasn’t clean glass ring still there when we arrived. It felt like it was still dirty.

Lacking in guest care

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.

Lovely. Large room. Quiet area. Nice restaurant.

Love it!! Great ambience

It was ok room was small

It was a great location especially for my family and I. My family loved shopping and it was the perfect area. The only downfall was the toilet ... the seat was broken we had asked to get it fixed and no one came. Mu pregnant cousin almost fell into the toilet because the seat came off. There than that amazing rooftop view.

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!

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

Great location

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

The large beds and rooms we had great. Very comfortable

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.

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

Amazing!

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.

Très moyen

Séjour très moyen dans son ensemble. Concernant la chambre, les fenêtres ne sont pas couvertes pour éviter de faire passer l luminosité au besoin, le wifi ne fonctionne ps correctement, les distributeurs à savoir sont très difficile d’utilisation, la douche ne donne pas d’eau chaude ou d’eau froide selon l’heure à laquelle vous souhaitez l’utiliser, de jour nous n’avions pas d’eau froide et le soir pas d’eau chaude. Les heures d’ouverture du roof top sont erronées sur Google, nous n’avons pas pu en profiter après nos sorties au théâtre. Le service est correct mais on ne sens pas que le personnel est intéressé par la satisfaction des clients.

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.

Good experience overall

Everything very good

Despite issues I would go back!

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

Super!

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

Fair customer service. The air conditioning was leaking and part of the floor next to the bed was always wet.

Great as usual!

Loved our stay at Hotel Hugo. They upgraded us to a room with a view of new jersey skyline which was a beautiful view to wake up to. Also their rooftop bar is amazing and better than most rooftop bars we visited in Manhattan. 10/10 stay

Close to Hudson riverfront which was great for walks and parks

Staff were so lovely and made the experience at the hotel a great one. Overall, a very enjoyable stay.

Really Clean,Parking is 6 mins walk but not that bad , good Hotel

My husband and I chose this expensive hotel because of the rooftop to see the fireworks for our 25th anniversary. Only to be told that the rooftop was privately reserved and has NO AFFILIATION with the hotel! I paid $$$for 2 nights, plus an $$for facility fee? and then another discounted rate of $$$offsite parking (3 blocks away). So $$$$ that included, a small bottle of water, small coffee and small towels, I used a hand towel for my hair, and shower items that pump a fingernail of product that I had to walk two blocks fight the crowd to stand on a medium in the road(most spots on the Hudson were closed) to get a horrible view. We basically used the bed & shower because it’s NYC that we tour during the day. I am heartbroken for my experience on this special occasion, we are hard working people that have to save for these trips and the cost isn’t easily made up. I have more bucket list items in NYC but after this I may not finish my list.

Great location

Great location

Nice view to the river

Not the nicest area, menus at restaurants limited

Great stay, great location, great amenities

The staff was very nice and accommodating. The rooftop bar was incredible with an amazing view. The hotel was very clean and aesthetically pleasing. We stayed in the King room and it was spacious for a NYC hotel room, in my opinion. For anyone who’s never traveled to NYC, hotel rooms tend to be tiny, but the layout of this hotel made it easy to get around. Breakfast at the cafe in the morning was delicious, too!

Great stay, great location, great amenities

The staff was very nice and accommodating. The rooftop bar was incredible with an amazing view, and that is coming from a lifelong New Yorker. The hotel was very clean and aesthetically pleasing. We stayed in the King room and it was spacious for a NYC hotel room, in my opinion. For anyone who’s never traveled to NYC, hotel rooms tend to be tiny, but the layout of this hotel made it easy to get around. Breakfast at the cafe in the morning was delicious, too! Coffee was included with the price of our room.

The expensive nightly rate was not worth it. Room has an odd layout and too small. Not much of a lobby area and staff was just ok. I won’t be booking again to stay here.

It’s a good location to enjoy relaxing in Manhattan. You can run at the water front and walk around in SoHo area. Lots of restaurants around 5-10 minutes walking distance. Roof bar is fantastic at night. We had a really good time staying there. Will definitely come back again.

it’s was perfect!!

Beautiful property! Loved the rooftop bar. Lucas at the front desk was so friendly and helpful!

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The staff at the front desk was exceptional. We really enjoyed the great treatment from Went, the gentleman at the front desk.

We have stayed at the Hugo before and remembered that the rooms are too small. I should have asked for an upgrade. No maid service for 2 days and when asked about it Friday night the girl at the desk said not their fault, understaffed. Wrong answer. We will probably not stay there again unfortunately because it is a great location for us.