Pendry Manhattan West

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We will be back again and again.

The Pendry is one of, if not our favorite NYC stay. We will be back for Thanksgiving!

Great place to stay and be looked after

Good location, great rooms, good food fantastic staff

Very much underdelivered on service - highly overpriced and disappointing

nice wooden detail in room

Great place

Stay at the Pendry

The Pendry Staff rocks! The front desk and bellmen teams understand customer service and deliver it year in and year out. There is limited turnover so we are greeted with recognition every time we arrive and throughout our visit. The interior design is very appealing and the rooms are exceptionally clean.

$300 Package Lost by ‘Luxury’ Hotel – No Tracking, No Accountability

Very disappointing experience with @PendryHotels Manhattan West.

Shaken, Not Delivered: A $3K a Night Comedy of Errors

We checked into The Pendry Manhattan West ready to celebrate a milestone 50th birthday. What we got instead felt less like a luxury escape and more like an expensive social experiment in how many service missteps can happen in one weekend. Let’s start with the “suite.” Booked through AMEX Fine Hotels & Resorts, we expected something that at least loosely resembled the word. What we got was two standard rooms awkwardly stitched together by a shared front door and a tiny hallway...basically the hotel equivalent of “separate checks, please.” Functional? Sure. Worth $3K+ a night and labeled as a suite? That’s…aspirational marketing at best. Check-in was our first clue that things were about to go sideways. The front desk interaction had all the warmth and finesse of a self-checkout kiosk with an attitude. At one point, we politely asked if we could swap one of our included perks for breakfast for additional guests. The agent turned to her manager, who was literally standing right there and whispered, turned back, and said, “My manager said no.” That was it. No explanation, no eye contact from said manager, no attempt at hospitality. I’ve had more engaging conversations with airline chatbots. Now, the real pièce de résistance: before arrival, I had worked with the concierge team to arrange a “make your own martini” setup in the room for my friend (turning 50 and a devoted martini lover). I wasn’t even asking for a freebie and I happily agreed to pay. I also requested a simple birthday note and a few small decorations since we were flying together and I couldn’t do it myself. Everything was confirmed. We arrive…to absolutely nothing. No martinis, no note, not even a lonely napkin trying its best. I gave it some time, thinking maybe they’d pull off a last-minute save before dinner. Nothing. The next day, I spoke with a manager, hoping for at least a basic acknowledgment. Instead, I got, “Let me investigate further and let you know what happened.” No apology. No urgency. No recovery effort. Just vibes and vague promises. Spoiler: the martinis never showed up. Not that day, not the next, not ever. On our final night, we received a handwritten note which was addressed to the wrong person (impressive, considering I had sent them everyone’s names in advance) and, wait for it, a bottle of prosecco so underwhelming it felt like it came free with an order of disappointment. And listen, call me a snob if you want, but when you’re paying luxury prices, you expect luxury level gestures or at the very least, accuracy. At that point it was just insulting. To give credit where it’s due: housekeeping and room service were fantastic. Truly. Warm, attentive, and seemingly operating in a completely different hotel than the front desk. At this point, I’d suggest a full role reversal please let them run the place. Checkout gave us a brief glimmer of hope. The gentleman assisting us was lovely and assured us our AMEX credits would be applied properly. Naturally, they were not, and I now have the joy of chasing that down post-stay. Because why should the experience end when you leave? And finally, the grand finale: we’re departing, bags in hand, and the doorman announces our car has arrived…then just stands there. No assistance, no movement, just a front-row seat to us hauling our own luggage. At that point, we didn’t even get mad and we laughed. It felt like the only appropriate response. Pendry Manhattan West has a great location and a beautiful physical space, but the service? It’s giving “luxury in theory.” For the price, the experience should feel seamless, thoughtful, and polished. Instead, it felt like a series of unfortunate events with a very expensive cover charge. Would I return? Not unless they start serving those missing martinis with a side of accountability.