kmichelle2020
Family · December 20256/10
We stayed at Hotel Nobu for a holiday getaway and our first trip away from home with our newborn. Overall, there were some truly lovely moments during our stay, along with a few notable shortcomings, ...We stayed at Hotel Nobu for a holiday getaway and our first trip away from home with our newborn. Overall, there were some truly lovely moments during our stay, along with a few notable shortcomings, especially given the price point and the expectations that come with a hotel like Nobu.
One of the biggest highlights was the staff, particularly Gino. Upon our arrival, he quickly helped resolve an issue with our sleeping accommodations, as a pack ’n play had been placed in the room instead of the requested bassinet. Beyond that, it was the small, thoughtful things that stood out. He made sure our baby was safely settled in the car seat before handling luggage, never made us feel rushed, and showed genuine care and patience as we navigated traveling with an infant. His kindness and attentiveness truly made us feel welcome and set a positive tone for our stay.
That said, there were a few areas where the experience fell short. The size of the room was surprisingly tight. A king suite felt quite cramped once we added a bassinet and stroller. While we understand that smaller rooms can be part of a city stay, we did note in advance that we were traveling with a baby, and it would have been nice for that to be more thoughtfully accommodated.
Cleanliness and service were also inconsistent. After being out all day, we returned to a room that had not been serviced. We were unsure whether this was due to lingering COVID-era policies where housekeeping is only provided upon request, but if that is the case, it should be communicated much more clearly, either in the room or at check-in. I should mention that when I called to request fresh towels and mention our room had not been attended to, the front desk kindly offered to send housekeeping to our room but we had to decline due to being a little less flexible with a little ones schedule.
Additionally, guest services kindly offered infant bath supplies and a baby tub, which we gladly accepted, but when we returned to our room, those items never arrived.
A few logistical details added unnecessary friction as well. Not having self-service ice or water stations was frustrating, especially when a requested ice bucket never arrived. After waiting about 30 minutes, we assumed it had been forgotten and went without. On their own, these are not major issues, but at a luxury price point, guests should not have to chase down basic amenities. The valet service was another challenge. While we appreciated the in-and-out option, waiting 15 to 20 minutes for our car each time added stress, particularly when coordinating around a newborn.
It is also worth acknowledging that when you think of Nobu, family-friendly may not be the first thing that comes to mind, and we understood that going in. That said, many hotels successfully balance being a destination for child-free travelers while still thoughtfully accommodating families. With small but intentional adjustments, Nobu has an opportunity to be more welcoming to families without detracting from the experience for other guests.
In short, there were moments of excellent, thoughtful service, thanks in large part to staff members like Gino, but the overall experience did not consistently meet the expectations set by the brand or the cost. With clearer communication, better follow-through on services offered, and more consideration for guests traveling with infants, this could be a much stronger stayShow More
