The Cloud One Hotel New York-Downtown

I’m having the absolute worst experience of my life that I have ever had at a hotel. We booked and paid over $1200 for the Superior Double Room with Two Double Beds with City and River View, but as you can see from the photos we were given a totally different room from what was advertised to us. We were not notified that the particular room we booked was unavailable. The hotel is refusing to refund us nor are they offering any other solution to resolve the issue. I do not recommend staying at this hotel. This is an absolute scam. I have included photos of the room advertised versus the room we were given. I have also included a screenshot of the property confirming the room with the corner glass window view is indeed the River Cloud Double Bed Room, also known as The Superior Double Bed Room, which is exactly what I booked.

Booked a superior room for the view-what we got was anything but. The first room had a window fogged over from broken seals. The second had an AC unit so loud it made sleep nearly impossible. Housekeeping forgot to return the comforter after changing the sheets, so we were left to Sleep with just two thin sheets. When we brought this up to the hotel manager and asked for any form of compensation, they outright denied it and showed no willingness to make it right in any way. The views and location are stunning, but don't let that fool you. The management is incompetent, unprofessional, and completely unwilling to take responsibility. Would not recommend.

Rating: ⭐⭐⭐☆☆ (3/5) I recently stayed in a Standard Room with a King-size bed on the 20th Floor (Room 2001, I think). I chose this Hotel as it's walking distance from the location I had to go for workplace training. While the check-in process was quick and easy, and the front desk staff was pleasant, my overall experience was mixed. The room was tiny—even for someone of my size (5'3")—and had only basic cable for entertainment. The shower pressure was low, and there was no fan in the bathroom, which meant every scent passed through the vents (from someone flat ironing their hair to less pleasant odors). The HVAC system was extremely loud, and the flashing smoke detector light was distracting at night. Noise was also an issue—I could hear people banging around in other rooms, and there was construction right outside my window. Plus, no phone in the room, which felt like an odd omission. The highlight of my stay was the Bar and Lounge. The decor was beautiful, and I really enjoyed The Dealer’s Choice cocktail—our server took the time to understand what we liked and had the drinks made to perfection. The food was plenty and absolutely delicious. While the hotel had some major drawbacks, the excellent bar experience helped balance it out. Would I stay here again? Absolutely not, but I’d definitely return for drinks!

The room itself was really spacious especially for a New York hotel. Everything was clean, the bathroom was spacious, the view was absolutely stunning. The service was excellent, they were very attentive and polite. We enjoyed the 6th floor lounge, they have snacks, drinks and it’s a very nice and calm environment. The location was excellent, it was close to all the metro stations and the 9/11 memorial. Honestly it was amazing. I will definitely be back.

When we arrived at Cloud One Hotel, we were greeted by a lovely and genuine receptionist who made check-in smooth. However, as soon as I entered my room, I noticed a strong damp/moldy smell. I tried opening the windows and spraying aftershave, but when we returned later, the smell was still there. I went to reception, and they offered me a new room, which I accepted. The first night in the new room, I found myself itching and scratching a lot. I didn’t think much of it at first, but the next morning, after showering, I realized the hotel’s shower gel and shampoo were very strong and caused a rash on my skin. I’ve never had a reaction to hotel toiletries before, so I stopped using them. Another issue was housekeeping. Rooms weren’t cleaned until 4:00PM, which was frustrating since I was leaving early in the morning and returning in the afternoon to rest. I asked twice if my room could be cleaned earlier, around 11 AM or noon, but nothing changed. The cleaners was good but there was still dust in the rooms and sides wasn't wiped down. But the rest of the room was clean A few days into my stay, the itching got worse. I went to reception and asked if there could be bed bugs or dust mites. The staff said they would check with the manager, but I never heard back. When I followed up, I had to explain everything again to a different staff member. I showed them pictures of my skin, and they suggested I see a doctor or go to urgent care. I asked if they could at least change the bedding or inspect the room. They said it was likely the detergent their cleaning company uses. To test this, I slept in my own clothes for three nights—and the itching stopped. This confirmed the issue was with the sheets. I asked to speak to the manager and explained my concerns. He immediately shut it down, saying, "We don’t have bed bugs or mites." When I asked how the hotel planned to handle the situation, he said, "Do you want to leave the hotel or get a new room?" His attitude was cold, and he didn’t seem interested in helping. When I questioned him further, he hit me with, "I’ve been in this industry for 30 years—longer than you’ve been alive." I couldn’t believe how rude and unprofessional that was. I told him straight that his response was unnecessary. Another staff member tried to defend him, but I wasn’t having it. I said I would wait to see how they handled things before deciding what to do next. They eventually upgraded me to a better room, which I appreciated, but after that, the atmosphere changed. Before this, the staff were friendly and welcoming. After the incident, they barely acknowledged me. It felt awkward, like I was being avoided. On the positive side, the hotel itself looks great, and the location is perfect—close to the 9/11 Memorial and other attractions. Some of the staff were lovely, but the way management handled my complaint ruined the experience. The view from the last upgrade was the best view and too. Was much bigger and much nicer. Thank you for the upgrade. Would I stay here again? No. If they worked on their customer service and management’s attitude, it could be a great hotel, but based on my stay, I can only give it three stars