Nomo Soho

The hotel is located right in the heart of Soho, which is definitely its biggest advantage. We’ve stayed here multiple times, but unfortunately, with each visit it becomes more clear that returning guests are not treated with the level of respect and care one would expect. During our most recent stay, we were charged twice for the same booking without any warning or explanation. When we approached the front desk to inquire about it, the manager reacted in a very unprofessional way. His demeanor changed instantly, and he shifted the responsibility to the receptionist, claiming that everything would be fixed. However, there was no apology, no compensation, or even a small gesture to acknowledge their mistake. Worse still, the manager’s attitude was dismissive and disrespectful. When I returned later to follow up and he saw me again, he smirked — as if annoyed that I came back. That kind of behavior is absolutely unacceptable, especially towards loyal guests who choose this hotel regularly. Now we’re forced to continue resolving this issue over the phone, which is frustrating and time-consuming. I truly hope the hotel’s management takes a closer look at the quality of service and how their staff treats guests. Respect and professionalism should be a basic standard in the hospitality industry.

While the rooms (please avoid booking the lowest category) and the location are excellent, the service leaves much to be desired — with the exception of the lobby staff, luggage handling, and airport transfer, which were well-organized and professional. Unfortunately, the reception team was among the least responsive and customer-oriented I have experienced in many years of travel. In my case, I was simply requesting an updated invoice, yet it became an unnecessarily drawn-out process. To truly elevate the guest experience and position themselves as a genuinely good hotel, a change in front desk management and a stronger commitment to service excellence would be essential.

When we lived in NYC ten years ago, we oftentimes recommended friends stay here (it was a different name then). We stayed here for a couple days in July and it was one of the worst hotel stays ever. A completely different experience than years prior. The front entry staff is friendly, and the vibe was as we remembered. However, upon check in, the front desk staff handed us our keys without any mention of amenities of the property (ok, fine- we have been there before). Our room had cigarette burns all over the couch which I noticed immediately and should have listened to my instincts and checked out then. We stayed and the next morning, my daughter who slept on the couch had bites all over her. They accommodated a room change, but that room sadly felt worse as it too had cigarette burns and the bathroom clearly wasn't cleaned as there was hair everywhere. We checked out 4 days early and moved to another hotel. They overcharged the room rate they quoted me and when I contacted several times for a refund, they stopped answering my emails and to date have not issued a refund. The location is great, and the bar is lovely, but the service and cleanliness of the hotel needs a make-over.