Marcel Hotel fails in guest services

Marcel Hotel in New York City could be a major address for the informed traveler on a budget. Certainly, the rooms in this beat-up building are updated, sleek, bright and even playful. Travelers will find the accommodations warm and cozy with a flare. Service is exemplary as the friendly staff tries hard. A rooftop patio has enormous potential.

But two major problems rule this property out as a first, second or third choice. Management has chosen to make the coffee machine inoperable during the breakfast hours and turns it on only after say 10 AM or 11 AM. This means groggy people waking up with typical early morning departures or commitments cannot grab a cup of coffee easily as they would expect at the public access coffee machine. This is deliberate. Management wants to drive morning coffee and breakfast to the expensive restaurant connected to the property. Anyone who wants to go outside for coffee can cross a few busy intersections for a Starbucks--but this is not inviting as a wake-up. Hence, management is willing to inconvenience their customers to score a meal for the rental property.

Likewise, the weekend this hotel was visited there was a meltdown of the Internet. Apparently it happens from time to time at this address. Hotels must realize that Internet is now a major indispensable feature for their guests, as much as telephone and TV--especially since high fees are often assessed by hotels. Marcel charges $10 per day. When the Internet collapses, it wrecks the plans and activities of the guest in ways everyone understands. No airport check-in, no email, no nothing. There is no use blaming the hapless staff. Marcel does not control its own Internet and wireless--the hotel consigns it to an outside service. Since the Marcel is an old building with odd corners, many rooms do not get signal in the best of circumstances. Between no coffee in the morning and no email or Internet in the morning, travelers will find this a chancy, iffy hotel with great staff, engaging room and reasonable rates that can be a disaster on a few very important levels. Look elsewhere.