the lobby and front desk inside Hugo

FAQ

Get to know more about our services and amenities. Check our most commonly asked questions answered below. 

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 Booking & Pre-Arrival


+ How do I update or cancel my reservation?
Guests can update or cancel their reservation online here or by calling the hotel directly at 212-608-4848.

+ What is the hotel’s cancellation policy?
The hotel's standard cancellation policy is 3 pm 24 hours prior to arrival. However, please note that certain rates are not applicable to the standard cancellation policy, for example, non-cancellable, non-refundable bookings that require advance payment upon booking.

+ Can I have my packages delivered to the hotel?

Yes! – Packages can be delivered under the name listed on the reservation no more than 72 hours prior to scheduled arrival. Please address all packages to hotel Hugo, 525 Greenwich st, NY, NY, 10003. Your package will be held by security and given to you upon check-in.

+ Do you have connecting rooms; how do I reserve one?
Yes. Please email frontdesk@hotelhugony.com to confirm availability during your stay.

+ Do you have car services to and from the airport?
We are happy to recommend a local service. 

+ Distance from the airport?

  • JFK is approximately 20miles. 
  • Newark airport is approximately 19miles.
  • LaGuardia airport is approximately 11miles.

Check-In And Check-Out Time

+ Can I check in early?

  • Check-in time starts at 3 pm.
  • Check-out time is 12 pm. 

Early check-ins are based on availability and may require a fee; to guarantee early check-in, we recommend booking the night prior and letting the hotel know to check in the reservation to hold for your arrival the next morning. Please contact frontdesk@hotelhugony.com to check availability and to update us on your expected time of arrival!

+ Can I have a late check-out?
Late check-outs are based on hotel availability on your check-out day. If we are able to accommodate a late check out of 3 pm, a fee of $75 + tax will be added. Checkouts later than 3 pm require a full night’s rate. Please confirm with the front desk. 

+Luggage storage 
We offer luggage storage prior to check-in on the morning of your arrival.
We offer luggage storage on the day of check out.


+How do I get a copy of my bill?
or if I have questions about my bill, who do I speak to? 
For inquiries regarding your bill, or to receive an emailed copy of your bill, please email frontoffice@hotelhugony.com

+ How much do you hold on my credit card at check-in? the amount on my credit card bill doesn’t match my final bill – who can I speak to?
Upon check-in, your credit card is authorized for the full room stay, taxes, and fees, and an additional amount for incidentals based on the number of nights you are staying. Upon check-out, your credit card is charged for the final folio amount. Please allow 5 to 7 business days (may be longer for international credit and debit cards) for your credit card statement to reflect the final charged amount. Please contact accountspayable@hotelhugony.com if you have further questions.

+ How do I pay for a guest's reservation? how can my company pay for my booking?
Please send an email with the guest’s name, and arrival/departure dates to reservations@hotelhugony.com. We will send you our electronic credit card authorization form to have a third-party pay for a guest's reservation. Send back the completed e-authorization form before the guest’s arrival date so your guest will have a smooth check-in.

+Parking
Discounted rates are available at the park located at 575 Washington st. the front desk will validate your ticket before you retrieve your vehicle. 

+Cribs/Rollaway
We offer complementary pack-and-play but we do not offer cribs.
We accommodate rollaway beds based on the size of the room for an additional cost of $50 per night. 


+ Do you have happy hour?
Happy hour is available at both bars Hugo 5 pm to 9 pm Monday through Friday.

+ Can we bring our children to the roof?
Yes, with adult supervision.

At The Hotel
+ Do you have a fitness center?
Our fitness center is located in our lower lobby. 


+ Do you have a business center?
Our business center is located in our lower lobby

+Do you have bars and restaurants?

  • Felix Roasting co. & Café available 7 am to 10 pm - breakfast, lunch, and dinner.
  • Bar Hugo – small plates.
  • Azul – small plates.


+ How do I make reservations for the bars/restaurants?
No reservations are required for Felix Roasting co. & Café for reservations at bar Hugo or Azul. Please email rooftopbars@hotelhugony.com

For corporate or group rates please contact sales@hotelhugony.com