Grosvenor At The Bank Gallery

We stayed 1 night at this hotel during a flight layover. Called in advance of booking to inquire about shuttle service from Newark airport. Assured that the shuttle ran 24 hrs and to call hotel upon arrival. Called the hotel and got hung up on repeatedly. When we finally got in contact staff were incredibly rude, told us the wait time for shuttle was 1 hr. We decided to take an Uber. At check-in, same rude indifferent and unprofessional service. Terrible service continued to checkout. Sad because the hotel itself has been renovated but it's time to invest in actually delivering service. Had a chat outside with another guest while waiting for our Uber in departure. Other guests has the same gripe with unfriendly and rude staff. Not sure what's happening with this hotel but I'd strongly recommend a management change. It doesn't take much to answer the phone or say thank you or even make eye contact

Absolutely wonderful I enjoyed my stayed

I am not sure why this hotel receives such superlative ratings. It is serviceable, sure. But it's not cheap, the room smelled terribly of disinfectant, and the bed was mediocre, with pillows that felt pounded into submission by thousands of heads. I was not impressed.