Tuscany by LuxUrban

I booked a stay at Tuscany by Luxurban in New York through Booking.com in March 2025 for a November 2025 trip. The reservation was confirmed and paid in full months in advance. Then, in October—just weeks before my travel—I received an abrupt cancellation email.
No explanation. No alternative accommodation. No apology. Just a cancellation notice that left me scrambling to find a replacement hotel at much higher prices due to peak season.
To make matters worse, despite having paid in full, I was told I’d have to wait 7 to 12 business days for a refund. That’s a long time to be out of pocket, especially when trying to rebook last-minute in New York.
This experience was incredibly frustrating and disappointing. I trusted Booking.com and Tuscany by Luxurban to honor their commitment—clearly, that trust was misplaced.
If you’re planning a trip and want peace of mind, I’d strongly recommend booking elsewhere. This kind of treatment is unacceptable.

We arrived Sept 6 late for our 2 night reservation and were told that our reservation had been cancelled due to flooding and water damage. The man at the front desk was a maintenance man and said he couldn't help us find another hotel. The front desk person - staff member was gone for the night. There were 3 other couples in the lobby dealing with the same thing. We tried to get a refund but the hotel phones have been shut down and they are not responding via email either. There was no email sent to warn us - even though the man at the desk said they had. So incredbly frustrating!

This hotel has both strengths and serious weaknesses. If you understand them and choose accordingly, your stay can be satisfactory.

The biggest advantage is the location. It’s just a few minutes’ walk from Grand Central Station, making it convenient to get almost anywhere. Especially from JFK Airport, the new LIRR line allows for a smooth trip with just one transfer. The walk from the station is short and along busy streets, which feels relatively safe even at night. The UN headquarters and related institutions are also within walking distance, which is ideal for business travelers.

In terms of value, the hotel offers spacious rooms—especially by New York standards—at a relatively affordable price. The furnishings are a bit dated, but functional. If location and cost are your top priorities, this hotel delivers.

However, the service is where things fall short. To be precise, it may be more accurate to say that service is essentially absent. I arrived around 8 p.m., and despite having prepaid, my room wasn’t ready. The front desk staff didn’t handle the situation professionally, and it felt as though security staff were doubling as reception. I stayed for three nights, but the room was never cleaned. The in-room safe was broken, and although I requested a repair, it remained unusable throughout my stay. Basic amenities were lacking—no soap or rinsing cup in the bathroom, just shampoo and conditioner.

In summary, this hotel is competitive in terms of location and price, but the lack of service is striking. For a short stay where convenience is key, it can be a practical choice. But for a vacation or a more comfortable experience, I wouldn’t recommend it.

This is just my personal impression, and I hope it helps others make an informed decision based on their own needs.

We prepaid for a room with two queen beds for our family with three young kids, and when we arrived we were assigned a room with one king bed. We were told that there were no other multi-bed rooms available. The hotel appeared to be staffed by a lone individual at the desk. The staffer eventually brought us a cot for our kids. Insult to injury, when we checked into our room we found: the doorknob missing from the bathroom door; no soap to wash hands in the sink; no body wash or shampoo in the shower dispenser bottles; a missing mini fridge in the spot where the fridge was supposed to be; and no cover for the air conditioner. We were told that housekeeping had not been in for a few days and did not refill the soaps. The following morning, I outlined the issues to the manager, and he apologized and offered a partial refund that he said would take a few weeks. This past weekend (9/20) I tried emailing to the address he provided, only to get a bounce back. By chance, I was reading the New York Times, and they detailed a story stating that LuxUrban's properties -- including the Tuscany -- closed abruptly. While I'm disappointed I never got the partial refund, I'm happy they were forced to close down. Hands down, one of the worst stays I've ever experienced.

DO NOT BOOK!
The chain filed for bankruptcy and never closed down their online bookings. Their poor staff did not even know they were closed and has not been paid.

The hotel was closed when I arrived for a 4 day booking with no email notification alerting of the closure and no staff at the front desk except for a security guard.

DO NOT BOOK!!! This hotel has gone bankrupt and they are turning away reservations. You cannot stay in the hotel, even if you booked. DO NOT BOOK!!!!

book a night before for the 8th september for two nights
only to find out its was closed until further notice ,

they had guest staying but no staff in the complex

Arrived today from Ohio (9/11/25) to check into the hotel only to be met with a sign on the door that the hotel is closed and a vacate order from the fire dept was posted as of 9/10/25. The staff has all been let go, there was only a security guard advising us of the situation. This just happened yesterday. No notice. We had to scramble to find other accommodations. Completely unacceptable.

RIP OFF HOTEL!!! AVOID BOOKING HERE UNLESS YOU LIKE BEING RIPPED OFF!!!

This review can be subject to change if the hotel refunds my $150 security deposit.
I travel extensively for work and I recently stayed at this hotel for my second time (Aug 30- Sept2) and while the location is great and the rooms are okay, the staff LIED to me! Upon checking in, the hotel required a $150 security deposit that they said would be refunded upon checkout, which is normal and I did not have an issue paying. However, upon my checkout on 9-2-25, they still have yet to refund my $150 deposit and it is currently Sept. 8, 2025. There are NO working phone numbers or email addresses. I have tried them all with ZERO response. 212-596-7540 doesn't work & 212-686-1600 doesn't work and these are the only 2 phone numbers they list on their website. No responses from their listed email addresses either.

Apart form that, during my stay, the air conditioner did not work in my room (1408) and when I told the staff, they tried to send "an engineer" to look at it but nothing changed. Still hot in the room. Imagine coming from hot Florida to NYC and your hotel room being hotter than your home state. That did not really bother me all too badly because the hotel staff said they would discount my booking by 25% and I thought that was generous but that also NEVER happened. I don't mind paying my fair share for goods/services provided but I will not stand for being lied to and promised a refund of MY $150 SECURITY DEPOSIT!

This hotel is decent but far from "LUXURY" as they describe it. The best thing about it is the location in Midtown/Murray Hill.

I spent 6 nights at the hotel. No soap or glass available. I had my coffee mug and bought a bar of soap at the nearby CVS. The furniture and furnishings are worn. Bed was comfortable, room clean, though no housekeeping during my stay (didn't ask), AC worked fine as did the TV. Towels and linens were good. The shower/tub is dangerous. It is very deep and you have to step over and there is no grab bar. There are 2 elevators and one is out of service and no indication that it is being repaired. That said wait for the working elevator was not bad.
Location is good being near subways and food.
I would stay again if I can get a good rate.

We booked online and receive a confirmation email and number. After booking we wanted to extend our visit 1 night. Using the email provided and phone line on website multiple times, we still have yet to receive any response. The phone line won’t even ring!! 4 emails later “crickets”. They ghosted us. Worst customer service ever.
DON’T BOOK this hotel. It’s like the roach hotel. You can get in but never get out.

My wife and I travel to NYC quarterly and usually try a different hotel each time. Here is my honest “good” and “bad” assessment. We checked in about 3:30p on 8/25. The first surprise was that they did not accept American Express. Luckily I was traveling with an additional card. if not, it was either pay cash or find another hotel! No where on their website does it alert customers that American Express is not accepted.

Upon entering our room (rm 700), we first noticed that the wall lamp on one side of the bed was missing. There was black tape covering the opening where the lamp would have been. We then raised the curtains and shades only to find we could barely see outside because the windows were the that dirty. (No exaggeration) Next we entered the bathroom. The shower had empty dispensers no toiletries whatsoever. The phones lines were down so we had to leave our room to wash our hands and request toiletries which didn’t arrive until a second request was made 3 hours later. Aside from the phone lines being down, only one of two elevators was in service during our stay which sometimes resulted in long wait times. A staff member quietly informed me that the inoperable elevator had been that way for a “long time”.

In summary, the hotel is in a great location with easy access to Grand Central Station restaurants, etc. The rooms are very spacious for a Manhattan hotel. The staff was friendly but the service poor. The one highlight besides the room size was the fitness room which is well equipped and spacious. We will not be returning to this hotel nor would we recommend it to anyone at this time. Book elsewhere!

Do not book a room here in 2025. I am trying to warn everyone! This hotel is a scam! I stayed here twice back in 2017 and 2018. It is a gorgeous luxury hotel with luxury rooms. I had a great experience back then. They closed for a long time after COVID and I just saw that they had reopened. I was excited so I booked a room. I specifically wanted the room with red furnishings because the vanity with the red chair is such a great background for pictures.

I got there this past Tuesday at 2pm and when I went to the front desk they told me they had no rooms available because they had an "issue with laundry service." They told me to take an Uber to their sister hotel. I had explained I only wanted to stay there because their rooms were really nice and I was excited about their room. I also asked why they didn't call to tell their guests that they had no rooms because I could have made other plans and they told me Priceline was supposed to call, not them (which makes no sense because how would Priceline know?)

They apologized, said take an Uber and they will refund me the money for the Uber. I didn't even stop and think that they didn't have a card of mine on file because I booked through Priceline. I took an Uber and their sister hotel, The Herald Hotel, was a DUMP. Absolutely disgusting. It was run down, smelly, dark, dingy, and dirty. I did not stay at that hotel nor would I ever pay money to stay there. I walked back to Tuscany and told them I would not be staying there and that I needed to make sure they would let Priceline know they canceled my room. I walked back because their phone number was not working.

When I went back, I asked the front desk agent how Priceline could get in touch with them because I called Priceline to tell them they canceled on me and Priceline could not get though to any phone numbers. The front desk agent said "the phone number here at the front desk doesn't ring and goes straight to management and tell Priceline to keep trying."

I left and booked another hotel room. The next morning I called Priceline to see if they got through and they had not. I had to walk all the back across town to Tuscany to actually speak to a human being while I had Priceline on the phone so they could confirm they canceled on me. The front desk agent talked on my cell to Priceline because he told me that all of their phone lines were down.

I asked about getting my Uber refunded since they did not have my credit card on file and he said to email tuscany@luxurbanhotels.com and they would process the refund. I have emailed that email, along with his email, and another management's email three times. They have not responded. Now tuscany@luxurbanhotels.com sends an auto-response back that it is no longer a working email. I am going to dispute this charge and file a claim with my bank.

Make a long story short, this hotel tried to scam people:

-They did not call to tell anyone who had reservations that they had no rooms available.
-They send people on Ubers to another hotel, promising to refund Uber trips with no intention of ever honoring the refund
-They send people to a horrible hotel that is a HUGE downgrade from theirs, assuming most people will just accept it and stay.
-They have no working phones so if you book through Priceline or another third party, no one can get though to get a refund (Priceline will only give you a refund if they call; they cannot do it via email)
-It wouldn't matter if they did email because no one responds to their email and now their main email is bouncing back as a non-working email.

This was one of the worst experiences I have ever had and I have stayed at hundreds of hotels across the country. The manager can respond on here if they want for damage control, but nothing they write will make up for this weird scam they are running on people.

We stayed at this hotel in June/July '25 in two rooms for a total of 11 nights, as a family of four visiting NYC for the first time from abroad. Unfortunately, our experience was far below acceptable standards, and nothing like what a hotel advertising itself as “4-star” should deliver.

One room had a seriously faulty bathroom door—so stiff it took extreme force to open or close. On some occasions we found ourselves trapped. It disturbed sleep every night and made using the restroom a constant ordeal. The issue was well known to hotel staff before we checked in (confirmed by their own engineer on Day 2), yet they still assigned us this room. No fix, no apology, no offer to move. Just silence from the front desk and management, despite repeated complaints in person and via email.

To make matters worse, basic toiletries were not replenished after the first night in either room. We were told bluntly that "management isn’t paying for it." Soap, shampoo & conditioner containers remained empty and unavailable in a 4-star hotel. That’s simply absurd.

We returned mid July for a second stay (two more rooms), hoping for better—but faced more dysfunction. Check-in was delayed by hours due to a linen shortage. Later, we were met by a stand-in staff member who didn’t know what to do, while the actual receptionist was on her “lunch break” at 6 PM. A small detail, but telling of a much bigger problem.

We raised these issues repeatedly, both in person and over email, yet not a single one was addressed during our stay.

This wasn’t just bad service—it was systemic neglect. As international guests spending hard-earned money, we felt completely ignored and exploited.

Avoid this hotel if you value basic hospitality, reliability, or accountability. There are many places in NYC that actually care about their guests. This was not one of them.

I dont like writing negative reviews unless they are well earned. This hotel definitely earned theirs. I will say the staff at the hotel is very nice and the hotel is well situated. Other than that, there's nothing I can say that's good. Grab a cup of tea cause this is a long read.
Upon getting out of the elevator we noticed a musty odor in the dingy hallway. That smell continued in the room. Our room had no towels, no shampoo, conditioner, body lotion or even hand soap to wash our hands. The shower had mold growing between the tiles and there were muddy shoe prints on the side of the tub. There was no coffee or tea in room. We had an ironing board but the iron was missing. The in room fridge had rotting pieces of food left behind from another guest. The blinds on one of the windows was broken and when we tried to open the other window for some fresh air, it just completely fell out of the frame...so...I guess that was broken too and they had probably just propped it in place. I decided to call downstairs but guess what...the phone didnt have a ringtone. I found out later that none of the in-room phones work. They're just for show. The AC did not work but, we were informed about that. They put a fan in our room so that helped us cool off a little bit. However, I was unable to sleep all night long due to how hot it was in the room(July temperatures) And...we had no pillows on one of our beds...and...when I pulled the duvet off the bed it looked like it hadn't even been made[the sheets were wrinkly and scrunched up]. The furniture was peeling off or missing drawer pulls entirely. The carpet/rooms/hallways smelled musty and our carpet was dirty. The staff was nice but, they too seemed frustrated at the hotel's management. After I complained, they gave us a new room which was a little bit better but similar problems so, at this point we felt like there's no point in complaining. It seems to be a theme at this hotel. I will not only never stay here again but I will also spread the word to others. A group of about 30 friends are going this week and asked me how my hotel was. None of them booked this one after hearing my story. This hotel is located well but they missed every opportunity to make their guests feel relaxed and excited during their vacation.

Currently here! The have a sign “we are not checking in new guest bc there is no linen”.
We booked a “2 queen beds” room, we were given a “king” size bed, when we went downstairs they had no other option unless we accepted a room that was not 100% ready, we did take it.

We had to wait for towels and linen to arrive. The room also needed soap, shampoo, etc.

Staff does not care simply because they have NO tools to do their job. Only one person doing all the rooms in a 17 story hotel.

Staff MUST call the UNION ASAP.

No manager was in site today

I will post photos later today

Pro
> Big room and bathroom with very strong shower,
> Comfortable bed
> Perfect location.

Bad
> My room was on the second floor and on the first floor there is an Indian restaurant and all the smoke entered the room, they have some problem with the chimney.
>Room service only makes the bed, they don't change the towels or replenish shampoo/liquid soap.

> it's been 7 days since I checked out and they still haven't refunded the deposit

I booked this hotel with no cancellation option prior to reading reviews and was aghast when I read the feedback. However having no cancellation option we still went ahead with booking for a 3 night weekend break to NYC. Starting with pros…
-great price
-great location
-helpful reception staff members
-big rooms
-decent aircon
-powerful shower
-comfy bed
And the cons…
-poor WiFi in rooms
-curtain broken in room meaning light flooded in early morning
-no shower gel/shampoo provided (make that empty containers and yes we did report to reception)
-towels not changed
-no water provided in room (not even glasses
or mugs)
In summary appreciate why so many negative reviews but I would still recommend as long as you book with open eyes, the pros in my opinion out weigh the cons (especially the location) and if you are mainly seeking a base to explore/sleep then this could be a good option for you.

This one star is literally because I feel bad for the staff for how horrible management is otherwise it's zero. I have traveled extensively my entire life and stayed in hotels all over the world and never experienced such difficulty with hotels management or sheer rudeness. I've also worked in multiple customer facing roles and their management team needs to learn how to do that. I also want to add that I stayed here two years ago and it was great so I wanted to come back - very much a mistake. I got to the hotel and when I checked in and went up to the room it was 86 degrees with zero air flow, it was a hot day so I tried to turn on the air in the suite (in both rooms) and waited a bit. It did not get any cooler and there was an error message on the thermostat. So I tried to call the desk - turns out this hotel does not have a working phone number - what hotels don't have phone numbers. So I went down to the desk and was told that no one could fix it, and someone would maybe be available later the next day to look at it. I asked if there was another room and was told no. So I asked if I could get a refund and they said there was no manager there go do that. I ended up being a Karen and asked to speak to a manager, since they don't have a phone line the poor guy at the desk had to use his cell to call the manager. I was told to email the manager to ask for a refund and he would respond when he could. This managers name was Clayton. I was trying to find a hotel but didn't want to be out almost $800 so I insisted on them either processing the refund and sending confirmation or just sending me a written confirmation that they would refund me at the least. After going up to the room and back down 6-7 times, sending emails, trying to find a new hotel, the guy at the desk called another manager who agreed to speak with me - his name was Gabe. He was so rude and condescending and I kept asking for confirmation. He ended up emailing me saying they would refund my money. So I packed up and lefts at this point not just cuz it was hot but the management was so rude. I got my refund processed a few days later. I want to be clear that the staff at the hotel was trying to be helpful. I view this fully as a management issue. They give their staff no autonomy to help their customers and they left them there helpless without a manager to help even on call. When you call the corporate line(since the hotel has no number) it connects to an answering service that cannot transfer you anywhere. I travel a lot and I understand that things break and don't always go as planned, but if I'm paying hundreds of dollars to stay somewhere and have an issue I would at least like someone to attempt to fix it and also be respectful. The staff helped with what they could so ultimately this one comes down to Clayton and Gabe needing to do their jobs. I honestly felt like they were trying to scam me between not wanting to refund me to not having a phone number this hotel is sketchy. Do yourself a favor and don't stay here.