The hotel is historic, the lobby is stunning, and it's in the perfect location in Union Square. Though I am unsure where the high ratings come from. I was coming into town for business. My company was going to ship 10 large boxes of supplies to the hotel. As a courtesy, I gave the hotel a call to give them heads up. I spoke with guest services. Immediately, his response was, "and what did you want me to do with this information?" I was so taken aback. I thought I was doing a nice thing, but instead I was rewarded with this guy's "why are you bothering me" attitude. In the end he said, "I can't do anything for you until the boxes arrive." The proper response should have been, "Thank you for the heads up. I will make note in your reservation. We will make sure they are stored properly and available for you upon your arrival. We are looking forward to you visit." Anyway... moving on. Upon arrival, there was a bellhop at the front door. Shout out to him for being amazing. He helped me with my luggage and made me feel very welcome. The check-in process was a little awkward, but fine. The hallways of the hotel looked like I was in a horror movie. My room was old with chipping paint, the bathtub was dirty and rusty and the window in the bathroom was cracked and looked moldy. This was not what I thought a 4-star hotel would be. I asked for extra pillows and they never came. Book elsewhere. Not worth the price. Inconsistent customer service.