Long story, short - Property manager claimed she didn't have our reservation and refused to let us stay there. Long story, long - She showed up when called and by the time she arrived there were three groups of people waiting to check in. One group she allowed. Us and another couple were told she didn't have our reservations. She might find a room for the other couple, but for us (with our 4 kids), she'd have to do something else. While she tended the other 2 bookings, another lady and her son arrived. They'd reserved a room at the Chelsea property, but were dismayed by its filth and refused to stay there. The owner (who owns both properties), sent them to stay at the Hammersmith. After arguing with the manager, the lady was given a room. Then the manager turns to us and tells us she has an empty room at Chelsea that she can give us. She gave sketchy directions (just hop off the bus, you can't miss it), refused to give us an address, and when asked if there was someone there to help us, told us to call when we got there and someone would be there soon.
Being exhausted after an overseas flight with the prospect of traveling to another location with our luggage and four kids, and knowing the other lady's critique of the Chelsea apartment, we gave up and booked an apartment on AirBnB where we received excellent care and a nice room.
We can't help but think this is the business model of this property. The whole "we don't have your reservation" was certainly a lie, as they didn