I just got back from New York after getting engaged while I was there. Such an amazing experience. I'm glad we were in such a convenient location. However, I noticed I was charged almost an extra $100 when arriving back home. I tried to call billing, since this was not the security deposit (which I was aware of and paid upon arriving), but a completely different charge. We had drinks on the rooftop which we paid for while we were there (we didn't charge it to the room). My sister also graciously sent our room a bottle of champagne, which she paid for and had to fill out numerous forms to be able to do so. She also mentioned that she called back in April and did not receive confirmation until a day before my surprise proposal, when we were already in New York. I called the billing department 5 different times and no answer. I finally got ahold of someone from the front desk and she informed me she would check with a manager and call me back. After 4 hours, I had not received a call yet. I called back and spoke with the same representative. She said she might have had my number wrong, which is completely understandable, but still a bit frustrating. She then let me know that it's just a charge for something to the room that will be charged back. She didn't tell me what the charge was even though I asked her to break it all down for me. I'm assuming it was our drinks that were already paid for or the champagne my sister bought. She then, at the very end of the conversation, told me that it was a mistake and it shouldn't have happened. She did not apologize, on behalf of the hotel. That is all someone really wants to hear-an apology and told that it would be corrected as soon as possible, but unfortunately I did not get that. I asked her to send me a confirmation email that the charge would be corrected since it was so hard to get ahold of them. She wrote down my email, but it has been 2 hours since and I have yet to receive an email. I'm really disappointed since I loved this location, but the communication from the staff is really lacking. Good customer service is really important when staying somewhere that you pay a decent amount of money for. I don't want to deter anyone from staying here, I just want to bring this mainly to the hotel's attention to do better when it comes to communicating to guests and their customer service.