MFT78
Family · September 20256/10
I’ve stayed at The Wall Street Hotel several times before and always enjoyed my experience, but unfortunately, my recent stay was very disappointing.
From the outset, the staff were not as friendly o...I’ve stayed at The Wall Street Hotel several times before and always enjoyed my experience, but unfortunately, my recent stay was very disappointing.
From the outset, the staff were not as friendly or accommodating as I’ve come to expect, and I received mixed messages right from check-in. When I asked for memory foam pillows — which I’d had on previous visits — I was told they didn’t have any. No one made an effort to double-check or offer an alternative, which surprised me.
Then, the next day, I asked again, and a different staff member immediately said, “Of course we have them,” and brought one up to my room. This just highlighted the lack of service consistency, which is unacceptable for a 5-star property.
Throughout my stay, I also had to repeatedly call just to get basic items like tea bags. When I asked for a small amount of milk for tea, I was told I’d have to pay for it. At a 5-star hotel, this is frankly ridiculous. Most luxury hotels will happily send up a small carton of milk at no charge — it costs them next to nothing, but makes guests feel valued.
Breakfast service started out fine — the food was decent, and the service was acceptable. I tipped generously the first two mornings because I always try to be fair and appreciative of good service. But on the third day, service was essentially non-existent. Our order was slow, muddled, and disorganized, and understandably, I chose not to tip that day.
To my shock, when I checked out, I found that a tip had been added to my bill without my consent, even though I had signed and closed off the invoice. While they did eventually refund this, what bothered me most was that I repeatedly asked to speak with management — through multiple phone calls and a follow-up email — and no one ever returned my calls. For a hotel of this standard, that lack of accountability is unacceptable. Adding a gratuity after the fact feels dishonest, and ignoring a guest’s repeated attempts to discuss it is even worse.
Overall, the service was slow, inconsistent, and unresponsive, which is such a shame because I previously really liked this hotel and have stayed many times before. Sadly, this experience has made me seriously reconsider returning.Show More
