Nickel & dime you to death/Poor Service
What a disappointment of hotel...stayed for 5 days from 20th October with my family in a one bed suite with great expectation of it being amazing. Well on arrival we were taken to a room with a flooded unusable bathroom which then took three different calls and three different staff inspections to get us moved, not because it wasn't obvious we needed to be moved but because in a 5 star hotel different teams didn't speak to each other. Also while we waited to be moved a broken rollaway bed was delivered and then taken away by staff even though we had prebooked it. My family desperately need to use the bathroom after a 7 hr flight from London and a horrendous 4 hour journey from JFK (another story) and we were directed to use the bathrooms in the lobby (the men room was also flooded in he lobby). The hotels idea of making this right was not to comp us dinner (which we had to have in the hotel room because it was so late but to send us milk and cookies).
Also this was an expensive suite yet the room didn't even had facilities for making a coffee, the internet was a ridiculous $19 per 24 hours, access to the gym was an extra charge, breakfast which was very so so was $44 per head....I know that NYC hotels tend to charge for most things but this is a hotel with its hand out from the minute you walk through the door.
Finally on the day we left we had a late flight and brought our bags down to the lobby and at check out no one asked us about our stay (perhaps they didnt care) and when I asked for my bags to be stored by the bell captain we got into a bizarre conversation about how the bag store was in the basement and he could take it down for me if I wanted (Isnt that your job?) or i.e. if I tipped him.
A hotel who's culture is based not on service but on milking its clients...very disappointing