"While we were disappointed that the weather was too cold to enjoy the pool and unfortunately experienced a lost personal item during our stay, Carlo in Guest Services made a lasting positive impression on our family. His kindness and outstanding hospitality went above and beyond our expectations. Thanks to Carlo, we enjoyed an incredible room with a breathtaking view that became the highlight of our trip and made my son's dream visit to New York City even more special. Carlo's genuine care, professionalism, and dedication to guests are a true asset to this hotel. We are incredibly grateful for everything he did and for the unforgettable memories he helped create. Thank you, Carlo!"
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