voco James Newbury Hudson Valley by IHG - Coxsackie, New York

Monica K. G.

As a General Manager in the retail industry, I understand firsthand the critical role that service plays in the overall customer/guest experience. It is for this reason that I feel compelled to share my most recent stay at your establishment—an experience that, unfortunately, did not meet the expectations set by prior visits.

My husband and I have been repeat guests at this beautiful property, returning despite a past incident where my husband injured his foot due to broken glass left in an improperly cleaned room. What brought us back was the professionalism and attentiveness of your staff, which at the time, stood out as a testament to your service standards.

However, even during previous stays, we encountered lapses in cleanliness. For example, during our last stay in the Heron Suite, we had to request additional cleaning due to hair in the bathtub. Upon departure, we discovered half-eaten pizza slices and used makeup wipes in the bathroom and kitchen cabinets—oversights I mentioned during checkout, not to complain, but in the hope of improving the experience for future guests. The front desk associate was apologetic and receptive to the feedback, which I appreciated.

This most recent stay, however, was profoundly disappointing—not due to any specific charge, but due to the apparent decline in customer service and overall hospitality.

Upon arrival, there was no one present at the front desk, and another guest was also waiting to be assisted. After several minutes, a bartender acknowledged the waiting guests but continued her task without engagement. Eventually, a staff member arrived, but without offering an apology or a warm welcome.

The next morning, my husband went to the lobby to get coffee and tea, something he has done during every visit. While trying to select tea without his reading glasses, he was met with curt responses from multiple staff members, one of whom eventually handed him a tea bag, only to inform him, abruptly, that it would be charged to our room. This came as a surprise, as we had never been charged for coffee or tea in previous visits, and no signage or prior communication indicated a change in policy.

When my husband asked for assistance with the hot water dispenser, staff responded with noticeable irritation and reluctance. He felt scrutinized and unwelcome, rather than treated as a valued guest. Only when a familiar staff member arrived for her shift did he feel comfortable enough to voice his concerns.

The issue was not the charge for a beverage, it was the manner in which the situation was handled. A lack of communication, unwelcoming body language, and dismissive interactions contributed to a deeply uncomfortable experience. A simple acknowledgment of policy changes, paired with a courteous and professional demeanor, would have made a world of difference.

As someone with extensive experience in retail, I urge you to invest in further customer service training for your team. Your property has so much potential, and we have enjoyed many aspects of it in the past. However, service must remain at the forefront if you wish to retain loyal IHG guests.

Thank you for taking the time to consider this feedback.

Lucie

Everything was perfect. The hotel is ideally located. The room was spacious, very clean, and offered a beautiful view. The bar and restaurant were excellent as well. We also want to thank all the staff, who were so lovely with us and our puppy. They gave us great recommendations. We hope to come back in the summer!

Rich

very nicely designed place; integrated the historical/industry look and feel very well. 10 out of 10 for design. Location is excellent, right on the Hudson River with a few nice places to walk to. Breakfast is very good, and not outrageous in cost like a lot of nice hotels. The wedding/events building is awesome, would love to have an event there; historic wire factory that's very well done and looks futon the Hudson.

Rooms can be abut hit or miss, some have the next door noise amplified into your room (lots of shared steel between rooms), and almost all of them have a strong off-gassing smell from new fixtures. Despite having full height windows, none of them have any windows that open, so you're subject to what ever the little mini split AC unit can do.

On the plus side, the bathrooms are all awesome; and very comfortable beds. And FINALLY, there are USB-C ports in all the sockets and free quality water bottles.

Jaye

My stay at Voco James Newbury Hotel was extraordinary . I hosted a Leadership Retreat with approx 35 executives. The Events Manager Brittany was patient, helpful and solution oriented throughout the entire process. The front desk staff Josh and Chrissy The general manager and engineering staff were attentive and pleasant. The food was great. The location, venue space and rooms are beautiful and very well kept. Many of our attendees are already planning to return on their own. I've shared this location with another organization in work with to host and event there. I will return asap!

K S.

This hotel is spectacular. We had a corner room that was beautifully appointed and comfortable. We enjoyed breakfast in the hotel and dinner in the restaurant next door. We loved the proximity to the river. Everything was gorgeous. We will travel back just to stay here again.

SFR56

In our one-night stay, we enjoyed the greatest service of any hotel stay of my life. Every employee was exceptionally thoughtful, knowledgeable, and, most important, kind. The hotel is impeccably clean and well-appointed. There may be a few growing pains with a new hotel, including with this one--e.g., a few machinery-related noises that kept at least one of us up for too long in the middle of the night--but, on the whole, this is a top-notch hotel, bolstered by extraordinary staff.

loutull

This hotel is excellent! From the great check-in with Josh to the bartender Sue, my wife and I loved the place. Incredibly renovated mill with modern amenities and decor. Incredible use of old bricks to accent the lobby. Bed was comfortable and bathroom is large and functional. Just a gem of a property in a beautiful small town on the banks of the Hudson River. We can’t wait to go back!

Zannie100

Bravo to voco for choosing the charming and beautiful town of Coxsackie on the banks for the mighty Hudson River for one of their hotels. The design is good, the rooms are well scaled with a comforting decoration that does not overwhelm. The staff is lovely and helpful. This is a great location with so many things to do including an easy proximity to Woodstock for a trip down memory lane!