seth2930
Business · October 20254/10
Sadly, I was very disappointed in my stay.
First, and least important, was that while the room itself was nice (I booked a higher tier room – Luxury King Bed, High Floor, City View), there was no c...Sadly, I was very disappointed in my stay.
First, and least important, was that while the room itself was nice (I booked a higher tier room – Luxury King Bed, High Floor, City View), there was no coffee machine. (Some posts here said there would be a Nespresso machine but I had nothing.) Honestly, I can’t remember the last time I stayed in a nice hotel and it didn’t have a coffee machine in it.)
Second, I’m a Platinum Accor member – soon to be Diamond – and this hotel did absolutely nothing to acknowledge my status. I travel a lot and I’m also Diamond with Hilton and Platinum with Marriott and I *always* get some acknowledgement – whether it’s a room upgrade, a statement like “we tried to upgrade you but we couldn’t because we’re full,” or merely a simple “thanks for your loyalty” at check-in. But here – zilch. So if you have status, don’t expect anything at this hotel (see below too).
Finally, the most frustrating thing was how I was treated when I arrived. I emailed the hotel a few days earlier letting them know I was arriving in the morning and asking if there was any way to get an earlier check-in. They wrote back saying they would put it on reservation but there could be no guarantee because it’s based on availability – **which I completely understand and fully accept.** I got to hotel at 9:30am – on a Tuesday by the way – and room was not ready but they said to come back around noon. Fine. But when I came back at noon, the gentleman simply said the room is still not ready - and gave me no indication as to when it would be ready when I asked. But here is where the hotel really let me down – I stayed in the lobby and for the next 2 hours, I saw **multiple** people - couples/families/business people - come in with luggage and check in and then wait in lobby for their room for maybe 10-20 minutes before they would get called and told their room was ready (and yet nothing for me)! I am guessing 10-20 different people. Finally, after seeing all this (and even talking to a few of them), at about 2pm, I went back to the front desk and asked what was up. The gentleman who I had spoken to earlier then went to the back to say he was going to “talk to his manager” and when he came back 2 mins later, he coincidentally said my room was ready. Needless to say, I was extremely unhappy – as by now it was close to 2:20pm and I had been there for nearly 5 hours waiting whereas so many other people were able to check in sooner. And again, this doesn’t even take into account that I had status – as you’d think they’d try to go above and beyond for someone who is loyal to their hotels - or the fact that I had made a request days earlier. My guess is that the hotel just assigned me to some specific room and didn’t even make the effort to find me a room that opened up earlier despite my request. (Clearly rooms were available earlier than 2:20pm.) To me, that is just awful customer service and there is no excuse for that at all. I travel a lot - especially to NYC - and I’m not sure I’ll ever stay here again. Just really disappointing.Show More
