I sent this letter to the management and never got a reply:
(...) I wanted to share my displeasure : during all my stay, the wifi didn't work, and your staff did nothing to fix it — I'm not even sure my three requests went beyond the receptionists who didn't seem to care.
Not having working wifi in a Manhattan hotel, where two nights cost me $518 , is not acceptable. And I didn't like the lean back attitude of your staff when cnsidering my complaint, with people barely lifting an eye from their smartphone, with the implicit message being "we don't care".
Same thing, by the way, when the elevator went down for several hours, no one offered customers to help w/ their luggage nor the slightest apology. The cherry on the cake was when I wanted to buy a coffee at the bar at 5pm, the person on duty told me she ran out of beans, it didn't cross her mind to go out and buy some! (etc)
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The staff and management doesn't give a damn about their customers.